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A brand new collection of powerful insights into building outstanding customer relationships… 4 pioneering books, now in a convenient e-format, at a great price!

 

4 remarkable eBooks help you develop rock-solid, high-value long-term customer relationships: levels of loyalty you thought were impossible

 

Today, rock-solid long-term customer relationships are the holy grail of every business -- and they seem just as elusive. But such relationships are possible: great businesses are proving it every day, and reaping the rewards. In this extraordinary 4 eBook set, you'll learn how they do it -- and how you can, too, no matter what you sell or who your customers are. First, in Managing Customers for Profit: Strategies to Increase Profits and Build Loyalty, internationally respected marketing expert V. Kumar presents a complete framework for linking your investments to business value - and maximizing the lifetime value of every customer. Learn how to use Customer Lifetime Value (CLV) to target customers with higher profit potential…manage and reward existing customers based on their profitability…and invest in high-profit customers to prevent attrition and ensure future profitability. Kumar introduces customer-centric approaches to allocating marketing resources…pitching the right products to the right customers at the right time…determining when a customer is likely to leave, and whether to intervene…managing multichannel shopping… even calculating referral value. Next, in Smart Retail: Practical Winning Ideas and Strategies from the Most Successful Retailers in the World, Richard Hammond presents remarkable new case studies, ideas, strategies, and tactics from great retailers worldwide. Discover new ways to use data to drive profit and growth… do more with less… leverage technology to develop highly productive and innovative remote teams… create your ultimate retail experience! In Inside the Mind of the Shopper: The Science of Retailing, the legendary Herb Sorensen reveals what customers really do when they shop, ripping away myths and mistakes that lead retailers to miss huge opportunities. Sorensen identifies simple interventions that can have dramatic sales effects, shows why many common strategies don't work, and offers specific solutions for serving quick-trip shoppers, optimizing in-store migration patterns, improving manufacturer-retailer collaboration, even retailing to multicultural communities. Finally, in The Truth About What Customers Want, Michael R. Solomon demystifies today's consumers, revealing what they want, think, and feel. Then, based on his deep truths about consumer behavior, he presents 50 bite-size, easy-to-use techniques for finding and keeping highly profitable customers!

 

From world-renowned experts in customer behavior and retail performance V. Kumar, Richard Hammond, Herb Sorensen, and Michael R. Solomon

• Sales Rank: #2099183 in eBooks
• Published on: 2012-09-05
• Released on: 2012-09-05
• Format: Kindle eBook

About the Author

V. Kumar was recently listed as one of the top five ranked scholars in marketing worldwide. He has taught and consulted for many Global Fortune® 500 firms and universities, and published award-winning articles in many scholarly journals and business trade magazines in marketing including the Harvard Business Review and Journal of Marketing. The co-author of Customer Relationship Management: A Databased Approach, his current work focuses on multichannel shopping behavior, international diffusion models, and customer relationship management. Richard Hammond has drawn on 25 years of retail experience to develop a unique practical problem-solving approach to creating great retail experiences. His consultancy business put this into practice for clients ranging from convenience stores in Kazakhstan, fashion brands in Sweden, to big stores and brands in the UK. Herb Sorensen, Ph.D. is CEO and President of TNS Sorensen, the leader in helping manufacturers and retailers assess product and package performance, the purchase decision process, category management, promotional impact, and shopper behavior. There, he provides over the development of new services and research methods, including PathTracker®, the revolutionary electronic shopper tracking and learning system. Michael R. Solomon, Ph.D. is Professor of Marketing and Director of the Center for Consumer Research in the Haub School of Business at Saint Joseph's University in Philadelphia. He also is Professor of Consumer Behavior at the Manchester School of Business, His primary research interests include consumer behavior and lifestyle issues, branding strategy, the symbolic aspects of products, the psychology of fashion, decoration, and image, services marketing and the development of visually-oriented online research methodologies.

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0 of 0 people found the following review helpful.
A help
By Amazon Customer
Whilst I'm not in a 'customer relationship management' position, I used the advice given in order to improve my relationship with colleague who rely on me to service their needs in the workplace.

0 of 0 people found the following review helpful.
Helpfull
By Michael Schulker
Always good to have a guide like this handy. This will deffinitely help me in my profession. A must have

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• Sales Rank: #4700298 in Books
• Published on: 1942
• Number of items: 1
• Binding: Hardcover

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[M657.Ebook] PDF Download New Public Service, The: Serving, Not Steering, by Janet V Denhardt, Robert B. Denhardt

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This compact, clearly written volume synthesizes the many ideas and voices calling for the reaffirmation of democratic values, citizenship, and service in the public interest. It is built around a set of seven core principles: 1. Serve citizens, not customers; 2. Seek the public interest; 3. Value citizenship and public service above entrepreneurship; 4. Think strategically, act democratically; 5. Recognize that accountability isn't simple; 6. Serve, rather than steer; 7. Value people, not productivity. Provocative and timely, The New Public Service asks the reader to think carefully and critically about what public service is, why it is important, and what values ought to guide what we do and how we do it. For all students and professionals in the field, it celebrates what is distinctive, important, and meaningful about public service and considers how we might better live up to those ideals and values.

• Sales Rank: #4520498 in Books
• Published on: 2002-10-31
• Ingredients: Example Ingredients
• Original language: English
• Number of items: 1
• Dimensions: 9.25" h x 6.25" w x .75" l, 1.06 pounds
• Binding: Hardcover
• 192 pages

Most helpful customer reviews

34 of 34 people found the following review helpful.
A Tale of Three Metaphors
By Steven Peterson
Three metaphors guide this excellent little book. The "Old Public Administration" featured the metaphor of "rowing." As the authors put it (page 169): ". . .the purpose of government was simply to deliver services efficiently, and that problems were to be addressed primarily by changing the organization's structure and control systems." The "rowing" refers to the hard work of public administration delivering services.

The "New Public Management" uses a different metaphor, "steering." The authors note (page 13): "They are urged to 'steer, not row,' meaning they should not assume the burden of service delivery themselves, but, wherever possible, should define programs that others would then carry out, through contracting or other such relationships. . . .New Public Management [NPM] relies heavily on market mechanisms to guide public programs."

And, finally, the preferred metaphor of the Denhardts, "serving." Their "New Public Service" would focus on "listening" to and "serving" the public. They observe that NPM forgets who owns the boat. That is, government belongs to the people, not the "steerers"; ". . .public administrators should focus on their responsibility to serve and empower citizens as they manage public organizations and implement public policy." (page 23).

One of the more interesting themes that are addressed in this volume: NPM looks at people as customers and tries to figure out how best to make consumers satisfied; the authors of this volume argue that we are to serve citizens, not create satisfied customers. In a democracy, citizenship means something and the people should be engaged through the New Public Service. With its market-oriented perspective, according to the authors, NPM does not consider citizenship as a critical factor.

This is a well written and thought provoking essay, well worth reading by those interested in contemporary public administration, by the idea of public service, and by those wondering how democracy can thrive in a complex organizational world.

0 of 0 people found the following review helpful.
Required reading for MPA course
By Zap0422
Well written and provided good insights from respected scholars.

0 of 0 people found the following review helpful.
I found this book is worth buying and the concept is excellent for my research
By Ai
This is the new and modern concept of Public Service. I found this book is worth buying and the concept is excellent for my research.

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One of the most essential tools of graphic design, typography influences the appearance of visual print materials perhaps more than any other component. This essential book explains the processes behind creating and designing type. Author Karen Cheng discusses issues of structure, optical compensation, and legibility, with special emphasis given to the often overlooked relationships between letters and shapes in font design.

The book is illustrated with numerous diagrams that demonstrate visual principles and letter construction, ranging from informal progress sketches to final type designs and diagrams. A wide range of classic and modern typefaces is analyzed, including those from many premier contemporary type foundries. Introductory essays and diagrams emphasize the history of type, the primary systems of typeface classification, the two main proportional systems for type, the parts of a letter, the effects of new technology on design methodology, the optical illusions that affect density and balance in letterforms, and the differences in form between basic serif typestyles. The book provides detailed guidelines for creating serif and sans serif letters, numbers, punctuation, and accents.

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• Sales Rank: #141546 in Books
• Brand: Yale University Press
• Published on: 2006-04-03
• Original language: English
• Number of items: 1
• Dimensions: 11.00" h x 8.50" w x .75" l, 2.60 pounds
• Binding: Paperback
• 224 pages

About the Author
Karen Cheng is a graphic designer and associate professor in the visual communications program at the University of Washington, Seattle.

Most helpful customer reviews

41 of 41 people found the following review helpful.
Did you learn this in design school?
By Linda A. Goin
Ok, you slugged it through design school where you learned about typefaces like serif, sans serif, ornamental...the works. While you now know the difference between Bauhaus and Arial, you still don't know how to design a typeface. Designing Type can rescue you, especially if you need to design a typeface in a hurry for a client who demands something to go with his product line...

Author Karen Cheng, associate professor at the University of Washington's Visual Communication Design Program in Seattle, teaches type design and typography. The lessons that she includes in her book are so simple that you can understand the type designer's process almost overnight. Cheng states, "There is no single, `correct' process for creating a typeface. The methodologies of individual designers are as unique and varied as the designs themselves."

From this starting point, Cheng proceeds to explain how a typeface is developed, and then provides examples and diagrams that demonstrate visual principles, type construction, and optical illusions that affect typeface uniformity. She creates a step-by-step process through letters, numbers, and punctuation and accents, all developed through a variety of methods from sketching to vector graphics.

While Cheng does include history of type and foundries in her narratives, the emphasis is on type development. The only problem that you might face is that Cheng focuses only on serif and sans serif faces, and these choices are generic. However, after reading the book, I discovered that her lessons applied to all serifs and sans serif typefaces and families, and that it was just another step of imagination - buoyed by a new understanding of type - to begin to create ornamental type.

For the price, this book is worth its weight in gold for anyone who wants to learn more about how type works as a stand-alone design or as a design element within a larger format. Highly recommended for students and for the working designer.

22 of 22 people found the following review helpful.
A Classic Text on Type Design
By Ricky B
Absolutely a must have for aspiring and junior typeface or logo designers. However, the book is not an easy read; it should be read cover to cover with patience before being used as a workbook reference. Its text requires a sound prior knowledge of typography and related technologies. And it must be read in tandem with close observation of the numerous illustrations and diagrams to be fully understood and appreciated. The information shared by the author is not available elsewhere unless one attends graduate school in type design or apprentices to a type designer. I had completed my first roman & small cap font before I acquired this book and hadn't started my companion italic yet. And though the author doesn't cover italic type design her thoroughness in her analytical and comparative approach is such that I have the book open like a workbook for every italic character and am redrawing some of my romans. I've been teaching graphic design for 30 years and though so much has changed the fundamental and essential have not though they have evolved. This book will become a classic for serious professionals because of the level of insight that it gives into the essentials of type design.

5 of 5 people found the following review helpful.
Visual construction of letters...
By Jasen Kavel
This book is indispensible for anyone who designs type. Clear illustrations show the visual construction of letters. For instance, on pages 100-101, an outline of the letter "v" placed directly over a shaded "y" in nine serif typeface examples make it clear that the "y" is not just a "v" with a descending tail. Is the sans serif "u" just an upside-down "n"? Pages 146-147 show with several examples that it's not quite that simple. Many visual details on every letter (including numbers and diacritical marks etc...) will help fine tune your type designs no matter your level of expertise. An extremely useful section is the simplified guidelines on designing sidebearings of letters. You will not regret adding this book to your typographic library.

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• Published on: 1709
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• Sales Rank: #1074634 in Books
• Published on: 2016-03-26
• Original language: English
• Dimensions: 10.70" h x 1.50" w x 9.40" l, .0 pounds
• Binding: Spiral-bound
• 1136 pages

About the Author

 

Shelley Gaskin, Series Editor for the GO! Series, is a professor of business and computer technology at Pasadena City College in Pasadena, California. She holds a master's degree in business education from Northern Illinois  University and a doctorate in adult and community education from Ball State University. Dr. Gaskin has 15 years of experience in the computer industry with several Fortune 500 companies and has developed and written training materials for custom systems applications in both the public and private sector. She is also the author of books on Microsoft Outlook and word processing.

 

Nancy Graviett is a professor in the Business and Computer Science department at St. Charles Community College in Cottleville, Missouri, where she is the program coordinator for the Business Administrative Systems program and teaches within the program. Nancy is also very active with distance learning and teaches in face-to-face, hybrid, and online formats. She holds a master’s degree from University of Missouri. Nancy holds Microsoft® Certified Application Specialist certification in multiple applications and provides training both on and off campus. In her free time, Nancy enjoys quilting and spending time with family and friends.

 

Debra Geoghan is currently an associate professor of computer and information science at Bucks County Community College, teaching computer classes ranging from basic computer literacy to cybercrime, computer forensics, and networking. She has earned certifications from Microsoft, CompTIA, Apple, and others. Deb has taught at the college level since 1996 and also spent 11 years in the high school classroom. She holds a B.S. in Secondary Science Education from Temple University and an M.A. in Computer Science Education from Arcadia University. Throughout her teaching career, Deb has worked with other educators to integrate technology across the curriculum. At BCCC, she serves on many technology committees, presents technology workshops for BCCC faculty, and runs a summer workshop for K-12 teachers interested in using technology in their classrooms. Deb is an avid user of technology which has earned her the nickname “gadget lady”.

 

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• Sales Rank: #11227320 in Books
• Published on: 2006-02-24
• Original language: English
• Dimensions: 7.76" h x .47" w x 5.16" l,
• Binding: Paperback
• 176 pages

About the Author
A former betting shop manager, Belinda has an excellent publishing history. Her first book, Teach Yourself Successful Gambling, was published in 1995. Its success was followed by a series of Teach Yourself books about gambling. To date she has written eight books that share her inside knowledge of gambling. Belinda Levez is also the editor of the online magazines How to Win and Casinonet.

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