General Business

General Business
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Measuring Customer Satisfaction and Loyalty (Third edition): Survey Design, Use and Statistical Analysis Methods
In this third edition, the author sets out to give a comprehensive model for development and use of customer satisfaction questionnaires. This edition contains additional information about customer loyalty measurement.
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The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable, and Positive Experience to Your Customers
The authors provide a comprehensive overview of the customer experience, drawing on previous relevant works and providing a detailed and well-written guidebook for business practitioners interested in the subject.
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The Long Tail: Why the Future of Business is Selling Less of More
Chris Anderson argues that 80/20 rule applies in traditional retail channels, while in the online world, the ’98 percent’ rule applies. Mass culture is disappearing, being replaced by several niches.
The Agenda: What Every Business Must Do to Dominate the Decade
This book has three main areas of focus: know your customer; improve your processes; and extend your processes beyond your enterprise to cover the complete value chain.
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The Agenda: What Every Business Must Do to Dominate the Decade
This book has three main areas of focus: know your customer; improve your processes; and extend your processes beyond your enterprise to cover the complete value chain.
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The Lean Startup: How Today’s Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses
Ries explores the pitfalls and shortcomings that catalyzed many start-up failures, and the tools and mindset required to avoid that same fate, offering insights from both anecdotes and theory perspective.
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The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
In this updated edition, the author builds on the concepts of his 2006 book in more detail and provides more examples of how companies implemented the system.
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Key Marketing Metrics: The 50+ Metrics Every Manager Needs to Know
This book presents over 50 of the most important metrics to measure your company’s marketing success.
Why We Buy: The Science of Shopping – Updated and Revised for the Internet, the Global Consumer, and Beyond
The author provides a behavioral psychology perspective on shopping and lessons for success in retail, including an updated section on the internet and the global consumer.
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Why We Buy: The Science of Shopping – Updated and Revised for the Internet, the Global Consumer, and Beyond
The author provides a behavioral psychology perspective on shopping and lessons for success in retail, including an updated section on the internet and the global consumer.
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The Innovator’s Solution: Creating and Sustaining Successful Growth
Clayton M. Christensen follows The Innovator’s Dilemma with The Innovator’s Solution, an answer for how businesses can create and sustain growth within their company in the face of innovation.
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The Shape of Engagement: The Art of Building Enduring Connections With Your Customers, Employees and Communities
Scott Gould uses his diverse expertise and life experience to define engagement providing a framework within the book which describes this process, with both tactical and strategic utility.
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Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System
The authors propose a five-stage process that links a company’s marketing, sales, product development and customer service departments to deliver top-quality products and a system for customer measurement and management.