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 ...

'This is the best kind of "how-to" book. It gives you insights as well as techniques, helping you to understand how people listen, how to connect with your audience and how to be compellingly persuasive.'Simon Hayes, Chairman, Effective Image Ltd YOUR ESSENTIAL GUIDE TO BUSINESS PRESENTATIONSThe Financial Times Essential Guide to Making Business Presentations gives you the critical knowledge you need to plan, write and deliver your next presentation with maximum impact. It will also help you ...

Financial institutions, private and public companies and governments can lose vast amounts of money from even minor changes in interest rates. Because of this, complex financial instruments have been developed to mitigate these exposures. But what happens when organisations hedge themselves to ill-advised and ill-formulated financial management strategies? Based on a proven analytical method, Mastering Interest Rate Risk Strategy explains, step-by-step, how to set up and run a sound interest...

DREAMING OF AN EMPTY INBOX, BUT DON'T KNOW HOW TO MAKE IT HAPPEN? We're bombarded with messages every day, but no one tells you how to improve these vital email skills. Discover how to regain control of your email - and get back to your job - in five simple steps. Email doesn't have to be overwhelming. With Speedmailing's five-step process you can manage emails quickly and efficiently. The benefits of Speedmailing:• Empties your inbox every day• Increases your productivity and peace of m...

This accessible, comprehensive yet remarkably concise textbook is designed to help students and researchers in business and management with their research project.

Compensation: A Balanced Approach covers compensation systems and practices through theory and application. Each chapter looks at compensation from both the employer and employee perspective, giving students a more holistic understanding of the role total rewards play in an organization.

Grasp the fundamentals of Human Resource Management with this engaging and accessible text, ideal for undergraduate and postgraduate students.

This illuminating guide to the core skills and techniques of the relational approach to coaching brings the intersubjective, collaborative relationship between coach and client into focus. The authors use key case examples from a variety of settings to illustrate the skills needed at different stages of the coaching relationship, including chapters on:

Establishing the Working Alliance

Inquiring Collaboratively

Use of Self

The Presenting Past

Enactments, Games, Ruptures and Repairs

Endings in...

Explore all aspects of digital marketing with this accessible guide which blends theory, research, practice and application and includes a wide range of international case studies.