Technology To Win
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Harnessing Digital Disruption
"Our world has changed, probably for good. Until now, the shift from brick-and-mortar to the smartphone has been about service, cost and convenience. Now, it's also a matter of public health. In some industries, this trend has been evident for some time. But now it's going to accelerate across the gamut of industry. How do we remain relevant in this risky new world? How do we win this uncertain new game? What if ours is a brick-and-mortar organization that depends on face-to-face interaction? Can we learn to harness digital methods, tools and technologies? Fortunately, there is a pathway to prosperity. The story in this book is set in the heady world of international banking, but the prescription, methods and lessons apply equally to manufacturers, utilities, hospitals, insurers and government agencies. Harnessing digital disruption entails learning new tools, systems and thinking. Doing so effectively requires a sound overall approach based on timeless principles"--
Win the Customer
Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a “most influential social customer service pro,” fills his invaluable guide with examples and inspiration in order to show readers how to:• Align the business around a customer service mission• Make every employee a customer service agent• Create an environment in which exceptional service experiences can happen• Humanize customer service, virtually and in person• Empower employees to find innovative solutions• All the random acts of WOW--they’re often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base!
A Planet to Win
All politics are climate politics in the twenty-first century—and this bold book argues for a Green New Deal that confronts both climate change and inequality The age of climate gradualism is over, as unprecedented disasters are exacerbated by inequalities of race and class. We need profound, radical change. A Green New Deal can tackle the climate emergency and rampant inequality at the same time. Cutting carbon emissions while winning immediate gains for the many is the only way to build a movement strong enough to defeat big oil, big business, and the super-rich—starting right now. A Planet to Win explores the political potential and concrete first steps of a Green New Deal. It calls for dismantling the fossil fuel industry and building beautiful landscapes of renewable energy, guaranteeing climate-friendly work and no-carbon housing and free public transit. And it shows how a Green New Deal in the United States can strengthen climate justice movements worldwide. We don’t make politics under conditions of our own choosing, and no one would choose this crisis. But crises also present opportunities. We stand on the brink of disaster—but also at the cusp of wondrous, transformative change.