Description

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.

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BILL PRICE was Amazon's first global VP of customer service. He is founder of the Global Operations Council, chair of the Chief Customer Officer Forum in the Americas, founder of Driva Solutions LLC, co-founder of the Limebridge Global Alliance and a partner with Antuit. Price is a frequent keynote speaker, graduate school instructor in marketing and global business management, and advisory board member. He lives in Washington State, USA. For more information, please visit www. drivasolutions.com and www.antuit.com DAVID JAFFE is the consulting director and founder of LimeBridge Australia. He created the Chief Customer Officer Forum in Australia and has spoken at events and conferences in Australia, Asia, and North America. He has consulted in Britain, Ireland, Australia, India, New Zealand, Hong Kong, the Philippines, Singapore, and the United States. He lives in Melbourne, Australia. For more information, please visit www.limebridge.com.au Together, Bill Price and David Jaffe are the authors of The Best Service Is No Service (Jossey- Bass, 2008)

Description

This text fully covers D1, D2 and DC modules for all specifications. Chapters are supported by a 'What You Need to Know' section, featuring prerequisite information and concluding summaries of key points for complete understanding. Hints and tips in the margin aid understanding and provide extra support. It provides numerous staged and graded examples with worked solutions, technique and contextual exercises from actual exam papers in every chapter, including consolidation 'A' and 'B' questions. Applications and Extensions feature at the end of each chapter for coursework and the DC module. This product is part of the series, ""Complete Advanced Level Mathematics"".

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This is a study of the principal negotiating processes and law-making tools through which contemporary international law is made. It does not seek to give an account of the traditional - and untraditional - sources and theories of international law, but rather to identify the processes, participants and instruments employed in the making of international law. It accordingly examines some of the mechanisms and procedures whereby new rules of law are created or old rules are amended or abrogated. It concentrates on the UN, other international organisations, diplomatic conferences, codification bodies, NGOs, and courts. Every society perceives the need to differentiate between its legal norms and other norms controlling social, economic and political behaviour. But unlike domestic legal systems where this distinction is typically determined by constitutional provisions, the decentralised nature of the international legal system makes this a complex and contested issue. Moreover, contemporary international law is often the product of a subtle and evolving interplay of law-making instruments, both binding and non-binding, and of customary law and general principles. Only in this broader context can the significance of so-called 'soft law' and multilateral treaties be fully appreciated. An important question posed by any examination of international law-making structures is the extent to which we can or should make judgments about their legitimacy and coherence, and if so in what terms. Put simply, a law-making process perceived to be illegitimate or incoherent is more likely to be an ineffective process. From this perspective, the assumption of law-making power by the UN Security Council offers unique advantages of speed and universality, but it also poses a particular challenge to the development of a more open and participatory process observable in other international law-making bodies.

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Gain the technical expertise, practical skills, and industry knowledge you need for career success! AUTOMOTIVE ENGINES: DIAGNOSIS, REPAIR, AND REBUILDING, Eighth Edition, features comprehensive coverage of the theory of operation, diagnosis, repair, and rebuilding of automotive engines. A veteran instructor with firsthand experience as a certified technician and machinist, the author focuses on universal repair techniques and case histories based on real-world scenarios you are likely to see in the field. Now updated with new, full-color images and information on the latest trends, tools, and technology--including hybrid engines and high-performance components--this trusted text is the ideal resource to prepare you for professional success.

Description

The Eighth Edition of this core text offers LPN/LVN students a clear, concise introduction to pharmacology, focusing on basic principles and the nurse's responsibility in drug administration. Organized by body system, the book examines pharmacologic properties and therapeutic applications of drug classes. Summary Drug Tables present generic and trade drug names, uses, adverse reactions, and usual dosage ranges. This edition has thoroughly updated drug information, pediatric alerts, patient safety alerts, chronic care alerts, and additional material on the nursing process. The enhanced ancillary package includes a free bound-in student CD-ROM, an Instructor's Resource CD-ROM, lesson plans, and a test generator. It is part of ""Doody's Core Titles 2009"".

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Fully revised for a third edition, the best-selling Oxford Handbook of Obstetrics and Gynaecology is now better than ever. It includes new algorithms for patient management, new images and full colour photographs, and new and expanded topics including female genital mutilation, consent for operations, and pre-operative assessment. Written and reviewed by a team of highly experienced clinicians and academics, and UK trainees, this handbook is a perfect starting point for preparation for postgraduate exams. Practical advice is presented with key evidence-based guidelines, supported by web references, providing the most up-to-date clinical information as well as the perfect starting point for preparation for postgraduate exams. The indispensable, concise and practical guide to all aspects of obstetric and gynaecological medical care, diagnosis, and management, this is the must have resource for all specialist trainees, junior doctors and medical students, as well as a valuable aide memoir for experienced clinicians.

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After reading this book you will understand why it is essential for non-profit organisations to market their services and how they can research their customers. This book stresses the actions necessary for an organisation to succeed in marketing based on good practice in both the profit and non-profit sectors.

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This volume aims to assist tutors entering teacher training for the first time, as well as act as a resource for more experience tutors. It contains a range of practical activities designed to encourage students to think about how mathematics should be taught in primary and early secondary school.

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Family Law is part of the Core Text Series, a range of textbooks from OUP which provide focused and reliable guides for students of law at all levels. Written with authority by leading academics and renowned for their readability and clarity, these invaluable texts provide a straightforward analysis and discussion of the subject and its challenges. Family Law enables students to develop a clear understanding of the law, providing an insight into the tensions that surround family life in all its forms. The complex personal relations between adults, their children, and the State, are all fully explored and the controversial issues which face family lawyers today are highlighted. This fourth edition has been fully edited and updated, as well as partly rewritten, to provide a reliable and critical overview suitable for all family law courses. Clearly written and presented, Family Law incorporates chapter summaries and self-test questions which alert the reader to key topics for discussion and reflection. Selected reading lists at the end of each chapter encourage further research and help in essay preparation. This book is accompanied by an Online Resource Centre featuring regular author updates to keep the reader informed of changes to the law post-publication, and a selection of helpful websites. Visit www.oxfordtextbooks.co.uk/orc/welstead4e/ for more details.

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A new edition of a bestseller covers the latest advances in web development! HTML5 and CSS3 are essential tools for creating dynamic websites and boast updates and enhanced features that can make your websites even more effective and unique. This friendly, all-in-one guide covers everything you need to know about each of these technologies and their latest versions so that you can use them together. Building on the bestselling formats of the first two editions, this new edition teaches you the fundamentals of HTML5 and CSS3, and then presents ways for using them with JavaScript, MySQL, and Ajax to create websites that work. * Covers using JavaScript, PHP, MySQL, and Ajax in the context of programming dynamic web pages with CSS3 and HTML5 * Includes self-contained minibooks that review HTML, CSS, design and layout, client-side JavaScript, Ajax and server-side, and putting it all together * Examines new web development advancements including new technologies and changes to the standards * Features a website that contains supporting materials including code and several valuable programs that are useful for web development HTML5 and CSS3 All-in-One For Dummies, 3rd Edition serves as the perfect reference for both web development beginners and seasoned professionals looking to learn more about how to get the most out of the powerful combination of HTML5 and CSS3.

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Andy Harris taught himself programming because it was fun. Today he teaches computer science, game development, and web programming at the university level; is a technology consultant for the state of Indiana; has helped people with disabilities to form their own web development companies; and works with families who wish to teach computing at home.