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The Effortless Experience

Author : Matthew Dixon
ISBN : 9780241967928
Genre : Business & Economics
File Size : 53. 67 MB
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A new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger Sale Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head. Companies devote untold time and resources trying to dazzle customers. Yet CEB's careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer's problems. The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, insights and profiles. Here are tools and templates you can start applying right away to improve service, reduce costs, and ultimately generate the elusive loyalty that the 'dazzle factor' fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. 'A business detective story, in which cherished truths are systematically investigated-and frequently debunked' -Dan Heath, coauthor of Decisive, Switch, and Made to Stick Matt Dixon is Executive Director of the Sales & Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller. Nick Toman is Senior Director of Research for CEB's Sales & Services Practice and is a frequent contributor to the Harvard Business Review. Rick DeLisi is Senior Director of Advisory Services for CEB's Sales & Service Practice and a noted public speaker and facilitator.

Summary Of Matthew Dixon S The Effortless Experience By Milkyway Media

Author : Milkyway Media
Genre : Study Aids
File Size : 80. 48 MB
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The Effortless Experience: Conquering the New Battleground for Customer Loyalty (2013) examines how businesses can retain old customers and gain new ones by decreasing the amount of effort consumers must expend to resolve problems. Authors Matthew Dixon, Nick Toman, and Rick DeLisi use data collected from thousands of customers to determine which practices drive customers away and which strategies cement their trust, in both business-to-business and business-to-consumer companies... Purchase this in-depth summary to learn more.

The Challenger Customer

Author : Brent Adamson
ISBN : 9780698406186
Genre : Business & Economics
File Size : 65. 38 MB
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Four years ago, the bestselling authors of The Challenger Sale overturned decades of conventional wisdom with a bold new approach to sales. Now their latest research reveals something even more surprising: Being a Challenger seller isn’t enough. Your success or failure also depends on who you challenge. Picture your ideal customer: friendly, eager to meet, ready to coach you through the sale and champion your products and services across the organization. It turns out that’s the last person you need. Most marketing and sales teams go after low-hanging fruit: buyers who are eager and have clearly articulated needs. That’s simply human nature; it’s much easier to build a relationship with someone who always makes time for you, engages with your content, and listens attentively. But according to brand-new CEB research—based on data from thousands of B2B marketers, sellers, and buyers around the world—the highest-performing teams focus their time on potential customers who are far more skeptical, far less interested in meeting, and ultimately agnostic as to who wins the deal. How could this be? The authors of The Challenger Customer reveal that high-performing B2B teams grasp something that their average-performing peers don’t: Now that big, complex deals increasingly require consensus among a wide range of players across the organization, the limiting factor is rarely the salesperson’s inability to get an individual stakeholder to agree to a solution. More often it’s that the stakeholders inside the company can’t even agree with one another about what the problem is. It turns out only a very specific type of customer stakeholder has the credibility, persuasive skill, and will to effectively challenge his or her colleagues to pursue anything more ambitious than the status quo. These customers get deals to the finish line far more often than friendlier stakeholders who seem so receptive at first. In other words, Challenger sellers do best when they target Challenger customers. The Challenger Customer unveils research-based tools that will help you distinguish the "Talkers" from the "Mobilizers" in any organization. It also provides a blueprint for finding them, engaging them with disruptive insight, and equipping them to effectively challenge their own organization.

Effortless Attention

Author : Brian Bruya
ISBN : 9780262013840
Genre : Philosophy
File Size : 43. 25 MB
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The phenomena of effortless attention and action and the challenges they pose to current cognitive models of attention and action.

Lexikon Der K?che

Author : Richard Hering
ISBN : CORNELL:31924001786064
Genre : Cookery
File Size : 38. 4 MB
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Back To The Zone

Author : Damien Lafont
Genre : Sports & Recreation
File Size : 76. 85 MB
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For athletes in any sport: a guide to entering “the Zone” at will “The Zone” is that quasi-mystical state achieved only rarely by athletes, when everything flows effortlessly and you can do no wrong. Unfortunately, we enter the Zone seemingly at random, when it is least expected. The great hope of all competitors is to be able to summon the Zone at will. Toward this end, Back to the Zone breaks the Zone down into its many components and helps the athlete optimize each one: balance, absorption, clarity, feedback, concentration, control, loss of self-consciousness, imagination, positive thoughts, energy, self-esteem, meditation, and quiet mind. Ultimately, Damien Lafont shows us that reaching the Zone is more about freeing our mind from the unnecessary rather than learning new techniques and concepts. This is a short, clear, practical guide for athletes in all sports. With it the golfer or the baseball player, the runner or the swimmer, the tennis player or the cyclist will all reach new levels of performance, and will find themselves “in the Zone” more often. _____________________ “Every athlete must go beyond; transcend the barriers of pain, mind and fear. Here, they reach a holy land within themselves that gives the athlete the gift and power of feeling oneness—a connectedness. Every athlete and person has the ability to experience this grand unity and I applaud anyone who reads this book and is inspired to allow this true and natural experience for themselves.” —Catherine Louise Birmingham, international equestrian rider, coach, and author of Ride for Life: Three Golden Principles for Riders “Words often feel inadequate to describe the quasi-mystical state of ‘being in the Zone.’ Damien Lafont’s Back to the Zone remarkably achieves a new level of understanding, insightfully using the voices of those who experienced it, blending them as in a Bach fugue, as in a collective jazz improvisation. Reading this book, we feel closer to it, we feel it.” —Marco Iacoboni, professor, UCLA, and author of Mirroring People: The Science of Empathy and How We Connect with Others

Be Your Customer S Hero

Author : Adam Toporek
ISBN : 9780814449066
Genre : Business & Economics
File Size : 71. 25 MB
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On the front lines of customer service, every day presents new and unexpected challenges-and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Be Your Customer's Hero answers the call. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Quick chapters show readers how to: * Achieve the mindset required for Hero-Class(TM) service * Understand the customer's expectations-and exceed them * Develop powerful communication skills * Avoid the seven triggers guaranteed to set customers off * Handle difficult and even irrational customers with ease * Become an indispensable part of any frontline team Armed with the tools and techniques in this book, readers will start each workday knowing they can conquer whatever problem comes their way.

The Effortless Economy Of Science?

Author : Carl E Koch Professor of Economics and Policy Studies and the History and Philosophy of Science Philip Mirowski
ISBN : 0822333228
Genre : Business & Economics
File Size : 87. 62 MB
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A leading scholar of the history and philosophy of economic thought, Philip Mirowski argues that there has been a top-to-bottom transformation in how scientific research is organized and funded in Western countries over the past two decades and that these changes necessitate a reexamination of the ways that science and economics interact. Mirowski insists on the need to bring together the insights of economics, science studies, and the philosophy of science in order to understand how and why particular research programs get stabilized through interdisciplinary appropriation, controlled attributions of error, and funding restrictions. Mirowski contends that neoclassical economists have persistently presumed and advanced an “effortless economy of science,” a misleading model of a self-sufficient and conceptually self-referential social structure that transcends market operations in pursuit of absolute truth. In the stunning essays collected here, he presents a radical critique of the ways that neoclassical economics is used to support, explain, and legitimate the current social practices underlying the funding and selection of “successful” science projects. He questions a host of theories, including the portraits of science put forth by Karl Popper, Michael Polanyi, and Thomas Kuhn. Among the many topics he examines are the social stabilization of quantitative measurement, the repressed history of econometrics, and the social construction of the laws of supply and demand and their putative opposite, the gift economy. In The Effortless Economy of Science? Mirowski moves beyond grand abstractions about science, truth, and democracy in order to begin to talk about the way science is lived and practiced today.


Author : Nora Roberts
ISBN : 3734103401
Genre :
File Size : 50. 41 MB
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Author : Dan Fleming
ISBN : 0719058465
Genre : Performing Arts
File Size : 28. 17 MB
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This textbook for students and teachers of media studies in higher education takes the reader beyond introductory material. This is a collection with a web-enhanced instructional design built into its format.

Critical Theory And Libertarian Socialism

Author : Charles Masquelier
ISBN : 9781441175700
Genre : Philosophy
File Size : 44. 10 MB
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This volume in the Critical Theory and Contemporary Society series examines the role critical theory plays in today's political, social, and economic crises, showing how it can help to both diagnose and remedy such problems. Critical social theory is first revisited by exposing the affinity between Marx's critique of political economy, the critique of instrumental reason elaborated by the first generation of the Frankfurt School, and the libertarian socialism of G.D.H. Cole. This is followed by a proposal for a radical reorganization of economic and political life and the corresponding development of emancipatory practices presupposing the reconciliation of humanity and nature. Lastly, the contemporary relevance of these institutions and practices are discussed, along with cases of contemporary forms of resistance, such as the Occupy Movement and alter-globalisation. By bringing together the concerns of critical theory and libertarian socialism, this volume not only illustrates the practical side of critical theory, but also highlights its contemporary relevance. Researchers in political theory, social theory and political philosophy will find this an engaging work that will stimulate debates about new alternatives to existing problems.

Divine Androgyny

Author : John H. Mann
ISBN : 9781477130902
Genre : Religion
File Size : 73. 54 MB
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Divine Androgyny arose spontaneously five years ago during A series of teaching that the author was giving in Sedona, Arizona. It has since been widely in the U.S. and Mexico, Canada and Europe. It is a sacred process that happens effortlessly in the Presence of an initiated couple, such as John and Mirananda Mann. By their mutual surrender a portal is created through which The higher spiritual energy of the universe is free to manifest. John Mann is the author of the fourteen books including: Rudi-14 Years With My Teacher, Body Of Light, Learning To Be, Students Of The Light, Encounter and Frontiers Of Psychology.

Friction The Untapped Force That Can Be Your Most Powerful Advantage

Author : Roger Dooley
ISBN : 9781260135701
Genre : Business & Economics
File Size : 43. 45 MB
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In 2016, $4.6 trillion of merchandise was left in abandoned e-commerce shopping carts. Every year, the U.S. economy loses $3 trillion dollars in productivity due to excess bureaucracy. Red tape and over-complicated licenses have contributed to China’s GDP exceeding India’s by $82 trillion over the span of just three decades. If you’re a business leader, these statistics should give you nightmares. According to science-based marketing and business expert Roger Dooley, they illustrate the real and growing threat of “friction,” which he defines as the unnecessary expenditure of time, effort, or money in performing a task. In today's high-speed, customer-empowered world, the levels of swiftness and efficiency of business transactions will determine ultimate success or failure. In this groundbreaking guide, Dooley helps you spot the inevitable points of friction in your organization, and he provides the tools and insight you need to eliminate them. By truly understanding the impact friction can have, you’ll be able to establish positive habits and eliminate negative ones—all with the end result of building a company that’s the envy of your industry. Friction takes you step-by-step through the process of: •Empowering frank conversations•Guiding individual and team behaviors•Getting ahead of friction •Optimizing the customer experience •Building a frictionless corporate culture Combining scientific research with real-life examples of leaders who have conquered business friction, Dooley teaches you how to identify roadblocks, alter them for the benefit of both business and customer, and create positive, lasting change. If you’re in a leadership position, now is the time to declare war on friction—before your competitors do. Stamp out ridiculous rules, pointless procedures, and meaningless meetings. Become a relentless advocate for the customer and for minimizing customer effort. Lubricate every point of friction and make your company run like a well-oiled machine. Friction provides the know-how you need to lead your company to industry dominance.

Global Surveillance And Policing

Author : Elia Zureik
ISBN : 9781134014354
Genre : Social Science
File Size : 50. 11 MB
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Since the 9.11 attacks in North America and the accession of the Schengen Accord in Europe there has been widespread concern with international borders, the passage of people and the flow of information across borders. States have fundamentally changed the ways in which they police and monitor this mobile population and its personal data. This book brings together leading authorities in the field who have been working on the common problem of policing and surveillance at physical and virtual borders at a time of increased perceived threat. It is concerned with both theoretical and empirical aspects of the ways in which the modern state attempts to control its borders and mobile population. It will be essential reading for students, practitioners, policy makers.

Sources Of Tibetan Tradition

Author : Kurtis R. Schaeffer
ISBN : 9780231509787
Genre : History
File Size : 85. 4 MB
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The most comprehensive collection of Tibetan works in a Western language, this volume illuminates the complex historical, intellectual, and social development of Tibetan civilization from its earliest beginnings to the modern period. Including more than 180 representative writings, Sources of Tibetan Tradition spans Tibet's vast geography and long history, presenting for the first time a diversity of works by religious and political leaders; scholastic philosophers and contemplative hermits; monks and nuns; poets and artists; and aristocrats and commoners. The selected readings reflect the profound role of Buddhist sources in shaping Tibetan culture while illustrating other major areas of knowledge. Thematically varied, they address history and historiography; political and social theory; law; medicine; divination; rhetoric; aesthetic theory; narrative; travel and geography; folksong; and philosophical and religious learning, all in relation to the unique trajectories of Tibetan civil and scholarly discourse. The editors begin each chapter with a survey of broader social and cultural contexts and introduce each translated text with a concise explanation. Concluding with writings that extend into the early twentieth century, this volume offers an expansive encounter with Tibet's exceptional intellectual heritage.

Nyung N?

Author : Dalai Lama VII Bskal-bzang-rgya-mtsho
ISBN : UVA:X002651525
Genre : Religion
File Size : 46. 45 MB
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An intensive Buddhist practice for purification and the accumulation of positive energy.

Transforming Adversity Into Joy And Courage

Author : Geshe Jampa Tegchok
ISBN : UVA:X004905190
Genre : Religion
File Size : 38. 93 MB
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A practical and inspiring guide for developing our ability to be happy and benefit others this commentary on The Thirty-Seven Practices of Bodhisattvas by Gyalsay Togme Sangpo is studied by followers of all schools of Tibetan Buddhism. The root text gives in thirty-seven short verses the essential practices leading to enlightenment. Gyalsay Togme Sangpo (1295-1369) was renowned as a bodhisattva in Tibet and revered for living according to the bodhisattva ideals and practices that he taught. He inspired not only his direct disciples but also generations of practitioners up to the present day. This extraordinary commentary by Geshe Jampa Tegchok clearly explains the popular practice of exchanging oneself with others for developing love and compassion for all living beings. It lays open the methods for doing glance stabilizing and analytical meditations and offers an in-depth discussion of the nature of emptiness. All the essentials are here for transforming our attitudes and developing courage and joy.

Transforming The Heart

Author : Geshe Jampa Tegchok
ISBN : UVA:X004401570
Genre : Religion
File Size : 46. 8 MB
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Transforming the Heart: The Buddhist Way to Joy and Courage is a practical and inspiring guide for developing our ability to be happy and benefit others. It is a commentary on The Thirty-seven Practices of Bodhisattvas by Gyalsay Togme Sangpo. Studied by monastics and followers of all schools of Tibetan Buddhism, the root text gives, in 37 short verses, the essential practices leading to enlightenment. Gyalsay Togme Sangpo (1295-1369) was renowned as a bodhisattva in Tibet and revered for living according to the bodhisattva ideals and practices that he taught.

Transformational Change

Author : Thomas K. Wentz
ISBN : 0966843509
Genre : Business & Economics
File Size : 65. 36 MB
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Healthy Personality

Author : Sidney M. Jourard
ISBN : UOM:49015000637802
Genre : Psychology
File Size : 72. 63 MB
Format : PDF
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