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What you need to know about your customers Now more than ever,
every interaction you have with customers is critical. Customers
today have unlimited information at their fingertips and can
influence the purchase decisions and behaviors of millions of
others. With this comes a shift in the balance of power, and every
company must come to terms with the fact that the customer is in
control. Interacting with customers in the way they want is an
essential business strategy and in many industries, the key to
business success. Executives still refer to B2B and B2C business
models, as though companies control demand by going to customers
with products and services. But as Bill Price and David Jaffe
(authors of The Best Service is No Service) show, a new business
model is emerging in which the customer directs the relationship.
It is becoming a world of "Me2B" one in which the customer, not the
business, dictates the terms of engagement. In order for your
business to thrive, you must create positive experiences to fulfill
a range of customer needs. Though the mediums for customer
engagement continuously evolve, Price and Jaffe show that customer
needs remain unchanging. In Your Customer Rules!, they define a
critical hierarchy of seven needs that your company can meet and
apply as a methodology. Throughout this practical guidebook, Price
and Jaffe share examples of companies who succeed by meeting these
seven needs, including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes
of Prey, Vente-Privee, and Yamato Transport, as well as those that
didn't. Your Customer Rules! offers tailored advice for companies
at every stage, from nimble startups to legacy firms with
established customer service practices and everyone in between.
With a simple, elegant solution for driving lasting value for
customers, Your Customer Rules! is a clear guide for strengthening
customer relationships and competing on more than price. It is
essential reading for executives at all levels business owners,
marketing managers, and anyone who works directly with customers.
The recent rediscovery of Rubens's Massacre of the Innocents
(bought by Lord Thomson for GBP50 million in 2002) offers an
important opportunity to reassess the painter's early career. Of
Rubens's works immediately following his return to Antwerp in 1608,
it is the most assured, achieving a remarkable complexity both
compositionally and emotionally. David Jaffe, Senior Curator at the
National Gallery, London, considers the work in its context,
discussing the numerous sources and influences - both visual and
literary - from which Rubens drew. He also compares it to
contemporary works by the artist, such as the London National
Gallery's Samson and Delilah, and publishes new research
illuminating the career and profile of the Massacre's first owner,
the Milanese merchant resident in Antwerp Jacopo Carenna. In
association with the Thomson Collection, the Art Gallery of Ontario
and Skylet.
Profit from the legal wisdom of the National Association of Home
Builders staff attorneys! The authors provide new information about
warranties based on research for NAHB members on hundreds of
warranty issues. The second edition of Warranties for Builders and
Remodelers helps inform and protect builders and remodelers. It
addresses the changes to state statutes of repose applicable to
construction and changes and additions to the mandatory notice
provisions in states that have these laws. This Second Edition,
presents: Clear explanations of implied warranties, statutory
warranties, warranties imposed by courts, and more; Sample language
and formats for warranty documents; Your rights and
responsibilities and the recommended practices and procedures; Tips
for drafting warranties that really work; State-by-state list of
cases and statutes applicable to construction claims. Builder and
remodeller warranties are among the most important issues affecting
the construction industry. With the guidance of your attorney and
this book, you can learn how to properly use warranties to market
your services and avoid expensive mistakes.
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