When you concentrate on the fundamentals, the restaurant business can be very lucrative. But most servers are making far less money than they should be, simply because they fail to understand what is important or don't bother to work at their craft.

Don't shortchange yourself any longer. In " The Art of Successful Restaurant Service," Dan Licitra, who has done just about everything in the restaurant industry, tells you how to boost your income by a minimum of 32 percent. Learn how to: .Improve your concentration
.Build rapport with guests
.Sell more food and drinks
.Ask the right questions
.Reap the rewards from repeat customers
.Take advantage of special occasions
.And much more

You don't have to work an extra day to make more money. You don't even have to work harder. It's all about working smarter.

When you're ready to beef up your take-home pay, thrive in your job, and open career opportunities, this manual has all the motivation, advice, and practical tools you'll need.

The authors argue that the best strategic approach for a company or organization is to regard customer loyalty as a continuing response to changes in society and that this perspective is often neglected in favour of shorter term considerations. They present a new approach that builds upon social and economic research to provide practical guidelines.

In the modern data-driven era, artificial intelligence (AI) and machine learning (ML) technologies that allow a computer to mimic intelligent human behavior are essential for organizations to achieve business excellence and assist organizations in extracting useful information from raw data. AI and ML have existed for decades, but in the age of big data, this sort of analysis is in higher demand than ever, especially for customer support and analytics. AI and Machine Learning Applications and Implications in Customer Support and Analytics investigates the applications of AI and ML and how they can be implemented to enhance customer support and analytics at various levels of organizations. This book is ideal for marketing professionals, managers, business owners, researchers, practitioners, academicians, instructors, university libraries, and students, and covers topics such as artificial intelligence, machine learning, supervised learning, deep learning, customer sentiment analysis, data mining, neural networks, and business analytics.

In reading this book, you will find that The Six Principles of Service Excellence IS: . A simple, yet comprehensive, step-by-step process that, if followed implicitly, will lead any organization (small or large) to achieving and sustaining a work environment that will foster superior employee performance and service excellence. . More than a theory or concept. It is a process that is effectively used in many healthcare, financial, legal, hospitality and food service organizations today by skilled and knowledgeable performance consultants and leaders. You will further come to realize that The Six Principles of Service Excellence IS NOT: . A quick-fix. It is not about herding a group of employees through a 2-4 hour customer service workshop and calling it a day. . For everyone, nor every organization. Without 100% commitment and involvement from senior leadership, it will not thrive. . A superficial, Pep Rally. It is about making sound decisions and implementing interventions that will create lasting results.

Dr. Rich has been featured on ABC, NBC, CBS, & FOX "The Smile Prescription" isn't just a book to read, it's a Smile Prescription to take and master. Real science, true stories, and fun exercises create lasting results. "The Smile Prescription" teaches you how to live a happier, healthier, and more abundant life. "Create more smiles in your life and your relationships NOW with 'The Smile Prescription'." --- Larry Benet, The Connector, Forbes 25 Professional networking Experts to Watch "Dr. Rich is the original "Smile Dr." and I recommend 'The Smile Prescription' to anyone who wants to grow professionally or personally." --- Scott Hallman, Two-Time Inc. 500 Founder & CEO and World's Leading Business Coach Rich Castellano, MD, The Smile Dr. is a double board certified facial plastic surgeon, bestselling author, scientist, and busy speaker. He is an expert on how to change the facial appearance, and also on how our facial appearance changes us. You must hear what the latest science and research shows about your greatest asset and resource, your SMILE!

The goal of the marketer is to grow revenue. The easiest way to grow revenue is to optimize your marketing process. To develop more profitable customers fasters, you have to plan every activity for converting targets to prospects, prospects to customers, customers to subscribers, AND turning subscribers to evangelists. Otherwise, your marketing process is incomplete and not optimized. By helping you to set customer milestones, define the recurring interactions for achieving those milestones, TRACKS helps you to define a predictable and consistent customer experience and develop more profitable customers faster.

The creation of business value and competitive advantage is crucial to any company in the modern corporate sector. By developing positive relationships with consumers, businesses can better maintain their customersO loyalty. Building Brand Equity and Consumer Trust Through Radical Transparency Practices is an innovative reference source for emerging scholarly perspectives on the role of branding in organizational contexts and techniques to sustain a profitable and honest relationship with consumers. Highlighting a range of pertinent topics such as risk management, product innovation, and brand awareness, this book is ideally designed for managers, researchers, professionals, students, and practitioners interested in the development of value creation in contemporary business. Topics Covered The many academic areas covered in this publication include, but are not limited to: Brand Awareness Corporate governance Employee Engagement Product Innovation Risk Management Supply Chain Management Workforce Quality

This proceedings volume presents timely research and insights on the advancement of marketing's basic premise-providing greater levels of customer value. In recent years, both marketing scholars and practitioners have witnessed great advancements in technology and methodologies associated with big data, with location-based marketing centered on mobile apps and the real-time tracking of consumer behavior, and with innovations and enhancements in communications utilizing the continually growing presence of social media. Featuring the full proceedings of the 2017 Academy of Marketing Science (AMS) Annual Conference held in Coronado Island, California, this volume provides ground-breaking research from scholars and practitioners from around the world that will help marketers in providing value for companies, consumers and society. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses, and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complementing the Academy's flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.

This book presents a new diagnostic information methodology to assess the quality of conversational telephone speech. For this, a conversation is separated into three individual conversational phases (listening, speaking, and interaction), and for each phase corresponding perceptual dimensions are identified. A new analytic test method allows gathering dimension ratings from non-expert test subjects in a direct way. The identification of the perceptual dimensions and the new test method are validated in two sophisticated conversational experiments. The dimension scores gathered with the new test method are used to determine the quality of each conversational phase, and the qualities of the three phases, in turn, are combined for overall conversational quality modeling. The conducted fundamental research forms the basis for the development of a preliminary new instrumental diagnostic conversational quality model. This multidimensional analysis of conversational telephone speech is a major landmark towards deeply analyzing conversational speech quality for diagnosis and optimization of telecommunication systems.

Lucas' top-selling and award-winning Customer Service 8e has been revised to reflect the demands of customer service today. Chapters are divided into three parts, focused on key aspects of customer service: 1) The Profession 2) Skills for Success, and 3) Building and Maintaining Relationships, and Retaining Customers. Throughout the text, readers discover tips for implementing proven customer service strategies, case scenarios, and activities to help apply concepts to real-world situations. Customer Service 8e addresses many market changes such as the impact of the COVID-19 pandemic, working in remote teams and greater focus on customers with disabilities with featuring several companies such as Amazon, Target, American Express and Chipotle. Students will practice putting concepts into action through our integration digital learning platform, Connect. Connect provides revised case analyses that challenge students to apply what they've learned to real-world scenarios featuring companies such as Zappos, Ben & Jerry's, and Southwest Airlines. Additionally, Connect has role-playing application-based activities to help students demonstrate understanding of the key elements that will make customer interactions more successful and revised Language Toolkits geared toward helping students develop an understanding of key terms.

At some time in the future the recession will end. But what will happen then? How will customers respond to organizations that mistreated them in the past? What can organizations do now?
"Marketing Through Turbulent Times"addresses these questions by tying together four themes: democracy, economic recession, individual depression and customer-centred strategies. Written for decision makers who want to ensure that their marketing strategies are not only relevant for today's difficult environment but will also provide a solid foundation for future growth, this book is an invaluable resource for anyone making strategic marketing decisions. "
Marketing Through Turbulent Times" is a common sense, accessible book about marketing that provides a range of tools, principles and approaches for managers wanting to fine tune their current marketing strategies today and identify innovative growth opportunities which will allow them to lead their organization toward a robust future. http: //www.marketingthroughturbulenttimes.com/ *A Note From the Author, Jenny Darroch: This book has dealt with one of the BIG problems facing managers
today: 'How do I manage effectively in such turbulent times?' The
recession will end. Does this mean that the contents of this book are no
longer relevant? No. Even in periods of growth, creating turbulence,
staying relevant, maintaining momentum, executing current strategies
well, and forcing changes to product-market boundaries will remain
essential ingredients for any organization wanting to grow, reconfigure,
and survive.
And so, while the growth strategies I have outlined in "Marketing through
Turbulent Times" are relevant today, they will endure and provide
guidance for managers wanting to create turbulence when the recession
passes. The strategies outlined in this book are appropriate for any
organization where generating growth is a primary goal. All that will
change over time is what constitutes relevance Sincerely, Jenny Darroch

If advertising and public relations were the best ways to connect with a company's audience through traditional media, and blogs are the best way to connect with millions of customers through the medium of online consumer generated media, then how can companies best use blogs to connect with their audience through the medium of consumer-generated media?The answer is through blogger relations, the process of interacting with bloggers and blog readers to get a company's message to an audience. This book targets business people, marketing professionals, public relations firms, search engine optimization and online marketing agency staff with a primer on the importance of corporate blogging and how to conduct a successful blogger relations ongoing campaign.

The Trainer's Workshop Series is designed to be a practical, hands-on roadmap to help you quickly develop training in key business areas. Each book in the series offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions. In addition to easy-to-use icons, each book in the series includes downloadable resources with PowerPoint (TM) presentations and electronic copies of all supporting material featured in the book. Customer Service Training provides practical, hands-on guidance to help you quickly develop customer service training. Dozens of field-tested exercises, games, activities, icebreakers and assessment instruments help you teach employees the importance of customer service and improve their performance. Contains exercises, handouts, assessments and tools to help you: * create fantastic customer service to meet your specific needs * raise the bar for service excellence * become a more effective and efficient facilitator * ensure training is on target and gets results "This book is a complete training programme. Its practical learning activities and embedded assessment tools will help any company understand that first-rate training equals first-rate customer service." Fred S. Anton, Chief Executive Officer, Warner Bros. Publications Other books in this series: Leadership Training, New Supervisor Training, New Employee Orientation Training, Leading Change Training.

Developing Knowledge-Based Client Relationships, Second Edition, shows organizations how to lead their key clients into lasting, profitable, high-value relationships. Building on the powerful, tested principles of knowledge-based client relationships, Ross Dawson provides clear and extremely practical approaches for all professional and knowledge-based firms on how to create unique value for both clients and themselves.
Detailed case studies across a wide variety of professional services industries offer valuable insights into world leading practice in the field.

He examines key client programs, and how to create deeper knowledge-based relationships through these. He discusses in detail the collaborative technologies available today and how they can be used in client relationships, along with managing portfolios of communications channels. He also discusses firm-wide relationship management, leading relationship teams, and value-based pricing for knowledge-based client relationships. This is done by presenting underlying theoretical framework, a variety of tools for structuring relationships and presenting knowledge to clients, and numerous case studies and examples of firms which have implemented these concepts successfully.
*Completely updated and revised to focus on the latest thinking in client relationships and professional services
* Discusses how to make effective use of the new collaborative technologies
* Includes numerous case studies and examples of real professional services firms

Learn why customer advisory boards are so successful--and how to create one for any business
From a leading authority in business management comes a book to give your company the winning edge. Customer Advisory Boards: A Strategic Tool for Customer Relationship Building examines the customer advisory board (CAB)--one of the most effective competitive tools for building and maintaining customer satisfaction. This business guide shows how to create and make use of an effective CAB, and how doing so can give your company a marketing advantage and improve vital aspects of business, including customer responsiveness, trust-building, and customer satisfaction.
Customer Advisory Boards focuses on bringing companies and customers closer together utilizing input and advice from a CAB. This book shows how to use three types of customer bases--existing customers, potential customers, or former buyers--to form three different types of advisory boards: corporate strategy boards to plan future investments, product planning boards to create new product, and launch success boards to improve existing product. Using the information in this book, your company can transform from being customer focused to customer driven.
Customary advisory boards benefit your company by: improving sales contact and dialogue dynamics of the company enabling the company to see itself through the customers' eyes sharing ideas and suggestions to improve a company's programs and services to its customers showing that the company values its customers' opinions and wants to improve for them providing access to expertise and experience from a wide range of necessary disciplines without legal liability Customer advisory boards also benefit the board members by: giving them opportunities to offer practical advice that can affect a company allowing them to establish personal and professional contacts from each other rewarding them with company perks and products giving them a sense of belonging and empowerment With case studies, appendices, notes, references, and surveys, Dr. Tony Carter has created an illuminating, educational research tool for company owners and managers. Whether applied to a corporation, a medical or religious institution, or a not-for-profit organization, Customer Advisory Boards will help increase customer loyalty and satisfaction.

Learn about new strategies to improve service, quality, and profitability for quick service restaurants Quick Service Restaurants, Franchising, and Multi-Unit Chain Management examines a variety of issues pertaining to quick service restaurants. Quick-service restaurants (QSR) are the dominant sector of the foodservice industry and a one-hundred-billion-dollar industry. Since their inception in the 1920s, quick-service restaurants have become one of the cultural icons of America. This informative book contains vital information on: growth, change and strategy in the international foodservice industry food safety as an international problem and the formation of outreach committees to combat the challenges faced globally food consumption patterns and the driving forces that influence consumer food preferences the differences between mature and younger customers' expectations and experiences in QSRs, casual, and fine dining restaurants consumer attitudes toward airline food adding quick-service meals to airplane menus factors influencing parental patronage of QSRs a case study on how Billy Ingram, founder of White Castle restaurants, made the hamburger a staple on American menus