Je wilt dat je klanten een topbeleving hebben en bij je terugkomen. Maar in de dagelijkse drukte zie je vaak over het hoofd welke kansen je mist. Terwijl het verbeteren van klantwaarde en klantbeleving vaak zit in details die je makkelijk kunt regelen. En je wordt er zelf ook blij van!

In dit praktische boek – zonder theorie! - houdt Ronald Koopman je een grappige en verrassende spiegel voor. Hij geeft je in korte anekdotes en met inspirerende foto’s talloze tips en eye openers waarmee je...

Ons eerste echte gesprek voeren we in de werkkamer van haar moeder. Zij op de donkerblauwe bank, ik in een dito fauteuil, onhandig krabbelend in het opschrijfboekje op mijn schoot.

Het is een nieuwe Leuchtturm, zo’n chique met lijntjes en paginanummering, door deze schrijfwarenfetisjist speciaal voor dit doel aangeschaft.

De bladzijden leeg, het omslag geel.

‘Waarom niet oranje?’ vraagt Amalia.

Pas als ik haar aankijk, zie ik haar spottende blik.

Met 'Amalia' zet Claudia de Breij de ...

Long known as the go-to resource for superbly illustrated, up-to-date coverage in this complex field, Smith's Recognizable Patterns of Human Malformation, 8th Edition, provides a wealth of information on malformation syndromes of environmental and genetic etiology, recognizable disorders of unknown cause, clinical approaches to specific diagnoses, and normal standards of measurement for the entire spectrum of disorders. This award-winning reference is indispensable for clinicians in pediatric...

This expert volume in the Diagnostic Pathology series is an excellent point-of-care resource for practitioners at all levels of experience and training. Covering all areas of nonneoplastic dermatopathology, it incorporates the most recent clinical, pathological, and molecular knowledge in the field to provide a comprehensive overview of all key issues relevant to today's practice. Richly illustrated and easy to use, Diagnostic Pathology: Nonneoplastic Dermatopathology is a one-stop reference ...

The growth of the multinational enterprise (MNE) has led to an increasing interest in international business strategy from scholars, professionals, and policy makers alike. MNEs must contend with challenges in both their home and host international markets, and increasingly uncertain conditions in the international business environment demand superior firm-level capabilities for multinational firms to achieve and maintain competitive advantages in the long-run. This Handbook explores the prog...

The foundational and wildly popular go-to resource for influence and persuasion-a renowned international bestseller, with over 5 million copies sold-now revised adding: new research, new insights, new examples, and online applications. In the new edition of this highly acclaimed bestseller, Robert Cialdini-New York Times bestselling author of Pre-Suasion and the seminal expert in the fields of influence and persuasion-explains the psychology of why people say yes and how to apply these insigh...

Discover the principles and practices behind analytical chemistry as you study its applications in medicine, industry and the sciences with Skoog/West/Holler/Crouch's FUNDAMENTALS OF ANALYTICAL CHEMISTRY, 10th Edition. This award-winning author team presents the latest developments in analytical chemistry today using a reader-friendly yet systematic and thorough approach. Each chapter begins with a compelling story and stunning visuals.

Dynamic photos from renowned chemistry photographer Char...

Adopts a pluralist approach introducing students to both environmental economics and ecological economics highlighting the explanatory power, and complementarity, of both approaches in exploring the economics of environmental and natural resource issues. This edition includes enhanced and updated coverage of topics such as the Green New Deal, post-Paris climate discussions, development in carbon trading systems, and deforestation in the Amazon to ensure the text is up-to-speed with the latest...

This is not a book - it's a laptop, a pair of hands to clap, a toolbox! Each spread of this book is actually something else entirely, challenging young readers to see things quite differently!Turning the page and finding a full-sized image of piano keys will invite children to swing the book on its side for imaginative play; turning the page again to find a monster with its mouth wide open will prompt children to use the book to chomp everything around them! The result stretches beyond the pa...