Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business. From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you'll discover: • Why customer experience is so important in ...

The gold standard in analytical chemistry, Dan Harris' Quantitative Chemical Analysis provides a sound physical understanding of the principles of analytical chemistry and their applications in the disciplines. Dan Harris presents the subject in a rigorous, readable and interesting manner, lucid enough for non-chemistry majors but containing the depth required by advanced undergraduates. For the first time since the book was published in 1978, Harris has worked with a new contributing author,...

Discover the skills and insights you need to accurately and efficiently interpret data, improving your influence and decision-making at work

Master business modeling and analysis techniques with Microsoft Excel 2019, and transform data into bottom-line results. Written by award-winning educator Wayne Winston, this hands-on, scenario-focused guide shows you how to use the latest Excel tools to integrate data from multiple tables–and how to effectively build a relational data source inside an Excel workbook.

Written by an expert team and praised for its refreshing approach, this essential text offers a critical, holistic understanding of strategy theory and practice.

A succinct, no-frills introduction to social science data and statistics. It uses visual maps and prompts to communicate the potential of social data and to introduce the basic statistical tools available to beginners.

A comprehensive introduction to Transactional Analysis theory, practice and evidence-base. It provides a step by step manual to the competencies and skills needed across the therapy process, and a guide to working with a variety of client issues.

The textbook for anyone learning to become a coach. It's written for beginner coaches and focuses on the main coaching skills and competencies, such as listening, asking powerful questions, providing feedback, summarising and challenging, self awareness and self-reflection.

From the author of The Almighty Dollar comes this urgent and illuminating exploration of the rapidly changing global green economy, lifting the lid on what it means for us all.

Lokale besturen tonen steeds meer interesse voor de visie en praktische toepassing van de Lean-methode. Meerdere organisaties experimenteren al met enkele Leaninstrumenten, zoals ‘het verbeterbord’. Andere organisaties zijn bezig om zich te oriënteren. Weer anderen hanteren Lean als een strategie in het beleidsplan om hun organisatieprocessen duurzaam te verbeteren. Meer klantwaarde leveren, medewerkers tevredener maken, kosten verlagen en verspilling elimineren zijn daarbij richtinggeve...