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How NPS Drives Profitable Growth: The Economic Payoff of High-Quality Customer Relationships--And the Net Promoter System
by Fred Reichheld Rob MarkeyIn today's Web-savvy, customer-driven world, where negative word of mouth about your company's products and services is instantly broadcast over a global PA system, you're smart to focus more closely on your customers as you fight to stay competitive. But building up legions of enthusiastic, loyal customers requires investment. And it requires reducing your company's reliance on "bad profits"--profits earned at the expense of customer relationships. In this chapter, world-renowned expert on loyalty economics Fred Reichheld and his Bain colleague Rob Markey use the compelling examples of two companies, Royal Philips Electronics and Dell Computer, to illustrate how the Net Promoter score (NPS) enabled these vast enterprises to become more customer focused while also boosting revenue growth. The chapter clarifies the economics of NPS in terms that numbers-oriented managers and executives will understand, focusing on the lifetime value of your company's average customer. You'll be introduced to the components of the Net Promoter score as they relate to your company's "promoters," "detractors," and "passives": retention rate, pricing, annual spend, cost efficiencies, and word of mouth. In short, this chapter will show you that by moving beyond traditional customer-satisfaction surveys and rigorously tracking customer economics with NPS, you can finally create a link between customer feedback and cash flow. You can begin to squeeze bad profits out of your income statements and tune up your growth engine for consistently superior performance.
How Nations Succeed: Manufacturing, Trade, Industrial Policy, and Economic Development
by Murat A. YülekThis book assesses developmental experience in different countries as well as British expansion following the industrial revolution from a developmental perspective. It explains why some nations are rich and others are poor, and discusses how manufacturing made economies flourish and spur economic development. It explains how today’s governments can design and implement industrial policy, and how they can determine economically strategic sectors to break out of Low and Middle Income Traps.Closely linked to global trade and (im)balances, industrialization was never an accident. Industrialization explains how some countries experience export-led growth and others import-led slowdowns. Many confuse industrialization with the construction of factory buildings rather than a capacity and skill building process through certain stages. Industrial policy helps countries advance through those stages. Explaining technical concepts in understandable terms, the book discusses the capacity and limits of the developmental state in industrialization and in general in economic development, demonstrating how picking-the-winner type focused industrial policy has worked in different countries. It also discusses how industrial policy and science, technology and innovation policies should be sequenced for best results.
How Non-Permanent Workers Learn and Develop: Challenges and Opportunities (Routledge Research in Lifelong Learning and Adult Education)
by Karen Evans Helen Bound Sahara Sadik Annie KarmelHow Non-Permanent Workers Learn and Develop is an empirically based exploration of the challenges and opportunities non-permanent workers face in accessing quality work, learning, developing occupational identities and striving for sustainable working lives. Based on a study of 100 non-permanent workers in Singapore, it offers a model to guide thinking about workers’ learning and development in terms of an ‘integrated practice’ of craft, entrepreneurial and personal learning-to-learn skills. The book considers how strategies for continuing education and training can better fit with the realities of non-permanent work. Through its use of case studies, the book exams the significance of non-permanent work and its rise as a global phenomenon. It considers the reality of being a non-permanent worker and reactions to learning opportunities for these individuals. The book draws these aspects together to present a conceptual frame of ‘integrated practices’, challenging educational institutions and training providers to design and deliver learning and the enacted curriculum not as separate pieces of a puzzle, but as an integrated whole. With conclusions that have wider salience for public policy responses to the rise of non-permanent work, this book will be of great interest to academics and researchers in the fields of adult education, educational policy and lifelong learning.
How Nonmarket Factors Affect Innovation
by Clayton M. Christensen Scott D. Anthony Erik A. RothThis chapter emphasizes how nonmarket forces predictably influence the forces of innovation. They can affect either the motivation or ability of innovators to develop and exploit novel products and services. Actions that increase ability or motivation tend to increase innovation; actions that put up barriers to ability or motivation tend to decrease innovation.
How Not To Get Rich: The Financial Misadventures of Mark Twain
by Alan Pell CrawfordA Wealthmanagement.com Best Business Book of 2017 An uproarious account of Mark Twain&’s endless attempts to strike it rich, all of which served only to empty his pockets Mark Twain&’s lifetime spans America&’s era of greatest economic growth. And Twain was an active, even giddy, participant in all the great booms and busts of his time, launching himself into one harebrained get-rich scheme after another. But far from striking it rich, the man who coined the term &“Gilded Age&” failed with comical regularity to join the ranks of plutocrats who made this period in America notorious for its wealth and excess. Instead, Twain&’s mining firm failed, despite striking real silver. He ended up somehow owing money over his 70,000 acres of inherited land. And his plan to market the mysteriously energizing coca leaves from the Amazon fizzled when no ships would sail to South America. Undaunted, Twain poured his money into the latest newfangled inventions of his time, all of which failed miserably. In Crawford&’s hilarious telling, the familiar image of Twain takes on a new and surprising dimension. Twain&’s story of financial optimism and perseverance is a kind of cracked-mirror history of American business itself—in its grandest cockeyed manifestations, its most comical lows, and its determined refusal to ever give up.
How Not To Worry
by Paul McgeeHow to defeat stress, worry, and anxiety to achieve more in business and life. From the international bestselling author of Self-Confidence. Are You A Worrier?Do you seem to worry more than most? Do you find that insignificant things stress you out? Do you sweat the small stuff and the big stuff too? Well, now's the time to stop worrying and start living.Worry, stress, anxiety - whichever label you prefer to use - can have consequences that impact not only our lives, but the lives of others around us. When we worry it's like the engine of our mind is constantly being revved up. It doesn't allow us time to switch off and rest. It tires you out. And when you're tired you're less likely to think straight. And when you're not thinking straight it's easy to make stupid mistakes and confuse priorities... But relax. There is a way forward.In How Not to Worry Paul McGee shows us that there is a way to tackle life's challenges in a calmer and more considered way. It is possible to use a certain degree of worry and anxiety to spur us on towards positive, constructive action, and then leave the rest behind. With down to earth, real life advice, How Not to Worry helps us understand why worrying is such a big deal and the reasons for it, exposing the behavioural traps we fall into when faced with challenges. It then helps us to move on with tools and ideas to deal with our worries in a more constructive way.
How Not to Be an Antiques Dealer: Everything I've learnt, that nobody told me
by Drew Pritchard'Over the years I've had some incredible finds, but the one that excites me the most is the next one.' Drew Pritchard set himself up as a dealer when he was a teenager, rooting around in scrapyards, working out of a shed and getting about in a ropy old Transit. Now he's a leading figure in the antiques trade with an international online business, and he's hugely popular presenter of hit TV show Salvage Hunters. But he's still as driven by the thrill of the find as he was forty years ago.In this engaging and informative narrative, clearly structured into practical themes, Drew reveals what it takes to start with nothing but an obsession and a dream. He shows you how to create the opportunities, establish a network, get the best out of auctions and fairs, spot the fakes, develop your eye, build a reputation, buy and sell and yes, make a profit.Whether you are a professional dealer or an amateur enthusiast, and whatever your budget, Drew's on a mission to show you how to enrich your life with beautiful things, that have their own unique story and that bring you joy. And then how to part with them for cash!
How Not to F*ck Up Your Startup: Lessons on Building Something Amazing
by Tom FaireyTurn your great idea into a fully funded startup with this straight-talking real-world guideGreat ideas are everywhere. You've probably already had one today. But how do you turn it into a huge business? How do you make it into a killer product, develop it with an amazing team, raise cash, and smash your way to the top of the market? With solid, proven advice from founders who have been there and done it on every page, expert Tom Fairey will guide you through the process so that you can avoid the pitfalls and fuckups that await you. If you know that this is the chance of a lifetime but have no idea where to begin, How Not to F*ck Up Your Startup is the book you need.
How Not to F*ck Up Your Startup: Lessons on Building Something Amazing
by Tom FaireyTurn your great idea into a fully funded startup with this straight-talking real-world guideGreat ideas are everywhere. You've probably already had one today. But how do you turn it into a huge business? How do you make it into a killer product, develop it with an amazing team, raise cash, and smash your way to the top of the market? With solid, proven advice from founders who have been there and done it on every page, expert Tom Fairey will guide you through the process so that you can avoid the pitfalls and fuckups that await you. If you know that this is the chance of a lifetime but have no idea where to begin, How Not to F*ck Up Your Startup is the book you need.
How Not to Fail at Projects: Stopping the Project Management Insanity Spiral
by Claude H. MaleyThey say that repeating the same thing and expecting a different result is insanity. This book aims to analyze the reasons for failure in project management. It is filled with stories, anecdotes and satires that highlight how organizations and project managers fall into an “insanity spiral”. It provides seven Sanity Checks designed to keep project managers from repeating the same mistakes and to help them become project champions: The first sanity check is how and when to appoint a project manager. This first sanity check may be familiar and may well bring back memories of starting a career in project management. The second sanity check is the comprehension of why a project is needed. It helps to overcome the misunderstanding that many have on the nature of projects and its management. The third sanity check is the understanding of the unknown and emphasizes the importance of risk management. The fourth sanity check is capturing who needs what. It is about the constant pursuit to satisfy a host of individuals and at times the, sometimes seemingly, unsurmountable quest to secure resources for a project. The fifth sanity check is who does what. It also deals with satisfying stakeholders and obtaining resources. The sixth sanity check is outside assistance. It is all about breaking the us versus them syndrome when outsourcing in a project. The seventh and most important sanity check is engaging the efforts of others as it deals with people—the lifeblood of any organization. The book concludes with a chapter on composing and building powerful microservices. With the exponential growth of IoT devices, microservices are being developed and deployed on resource-constrained but resource-intensive devices in order to provide people-centric applications. The book discusses the challenges of these applications. Finally, the book looks at the role of microservices in smart environments and upcoming trends including ubiquitous yet disappearing microservices.
How Not to Get Promoted: Fix the Self-Sabotaging Behaviors Holding You Back (The How Not to Succeed Series)
by Emily KumlerYou work hard and turn in flawless reports, you stay late and kiss up to all the right people, and you still aren’t getting promoted. What gives? Well, you’re clearly screwing something up, and its time you find out what it is. It’s frustrating. You’re the first one in and the last one out. You’re working your butt off. But still, you have to watch other coworkers get promoted into shiny new titles, while you’re stuck in the same position you’ve been in for the last five years. Chances are it’s not about what you’re doing right--it’s about what you’re doing wrong. How Not to Get Promoted is filled with interviews and stories of people who were being held back by the things they didn't realize were working against them. The workplace is a minefield filled with politics and unspoken rules. This book is here to teach you: * How you’re screwing it up and what to do about it * How other people screwed it up before figuring it out * What you should stop doing immediately * What you should be doing more of Now, stop panicking and letting frustration hold you back. This book is the tool you need to get out of your career rut and make it to the next level!
How Not to Hire: Common Mistakes to Avoid When Building a Team (The How Not to Succeed Series)
by Emily KumlerIt’s the same cycle: you diligently sort through résumés to find the cream of the crop. You have amazing interviews and confidently land on the one, but two weeks into the job and the one turns out to be the wrong one. What gives? Well, you’re clearly screwing something up, and it’s time to find out what it is. It's frustrating. You’re up to date on all the newest interview techniques. You know what to look for on candidates’ résumés. You inspect social media profiles for red flags and put them through an in-depth panel interview. They pass with flying colors.But still, a week or two into the job, it’s clearly not working out. They turn out to be less motivated than they claimed. They didn’t reveal their tendencies in the interview, and they don’t have the skills necessary to do the job. Chances are it’s not about what you’re doing right in the hiring process--it’s about what you’re doing wrong. How Not to Hire is filled with interviews and stories of people who were being held back by the things they didn’t realize were working against them. The workplace is a minefield filled with politics and unspoken rules. This book is here to teach you: * How you’re screwing it up and what to do about it * How other people screwed it up before figuring it out * What you should stop doing immediately * What you should be doing more of Now, stop panicking and letting frustration hold you back. This book is the tool you need to get the best candidates for the interview and the right person for the job!
How Not to Lose $1 Million: Win at investing by losing less
by John AddisThe learning is in the failing.Successful investors don't concentrate on picking big winners; instead, they work on minimising risk and avoiding losses. Having lost over $1 million through his own investing errors, John Addis invites readers to learn from his losses. Errors include falling in love with a stock or a charismatic CEO, selling too soon as a stock continues to soar, misunderstanding the business model and not responding to obvious red flags.Whether you're new to the sharemarket, looking to learn from a master, or an active investor seeking to better understand stockpicking behaviour, this book will not disappoint.
How Not to Manage People: The Leadership Mistakes Keeping Your Team from Greatness (The How Not to Succeed Series)
by Mike WicksYou play it cool, letting your team take half days on Friday and overlooking the occasional latecomer to the office. You stand up for your people and make sure they know you’re there for them, but they still hate working for you. What gives? Well, you’re clearly screwing something up, and it’s time you find out what it is. It’s frustrating. You’ve put in the work and finally made it to the management team, and you haven’t stopped there. You show up first and leave last. You’re there every time one of your employees needs something. To any outsider looking in, you’re killing this management thing. But still, your employees want nothing to do with you. They scoff when you tell them what to do and suddenly get quiet when you walk into the room. You know you have to get your team behind you if you’re going to stay on the management team. Chances are it’s not about what you’re doing right--it’s about what you’re doing wrong. How Not to Manage is filled with interviews and stories of people who were being held back by the things they didn’t realize were working against them. The workplace is a minefield filled with politics and unspoken rules. This book is here to teach you: * How you’re screwing it up and what to do about it * How other people screwed it up before figuring it out * What you should stop doing immediately * What you should be doing more of Now, stop panicking and letting frustration hold you back. This book is the tool you need to get your team on your side and rock the manager title!
How Not to Move Back in With Your Parents
by Rob CarrickIn this era of the Boomerang Generation, here at last is a full and frank guide to avoiding the need to move back in with your parents. Rob Carrick of The Globe and Mail is one of Canada's most trusted and widely read financial experts. His latest book is the first by anyone to target financial advice specifically at young adults graduating from university or college and moving into the workforce, into the housing market and into family life. Financial beginners, in other words. Carrick offers what can only be described as a wealth of information, on the full life cycle of financial challenges and opportunities young people face, including saving for a post-secondary education and paying off student debts, establishing a credit rating, basic banking and budgeting, car and home buying, marriage and raising children of their own, and insurance. The book is mindful throughout that parents have a big role to play in all this. It addresses young readers throughout but regularly asks them to see things from their parents' perspective. In that way, Rob Carrick is able to offer advice to both generations. He even recognizes that in these difficult times, moving back in with the folks is sometimes a short-term necessity. So there is a section devoted to such important questions as: Should your parents be charging you rent? For that and many thousands of dollars' worth of other reasons, this is a book that every parent needs to buy for each of their kids, plus one for themselves.From the Trade Paperback edition.
How Not to Sell: Why You Can't Close the Deal and How to Fix It (The How Not to Succeed Series)
by Mike WicksYou make the right calls all day, you deliver your pitches flawlessly, and you donate to every one of your potential client’s kid’s school fundraisers. But you still aren’t closing deals. What gives? Well, you’re clearly screwing something up, and it’s time you find out what it is. It’s frustrating. Day in and day out, you are putting in the work with twelve-hour days and trips across town to meet clients. You study up on your competitors and rehearse your pitches every chance you get.But still, you aren’t anywhere near your sales targets, and your bottom line hasn’t budged since your started. Chances are it’s not about what you’re doing right--it’s about what you’re doing wrong. How Not to Sell is filled with interviews and stories of people who were being held back by the things they didn’t realize were working against them. The workplace is a minefield filled with politics and unspoken rules. This book is here to teach you: * How you’re screwing it up and what to do about it * How other people screwed it up before figuring it out * What you should stop doing immediately * What you should be doing more of Now, stop panicking and letting frustration hold you back. This book is the tool you need to get out of your sales slump and make your numbers!
How Organizations Act Together: Interorganizational Coordination in Theory and Practice
by E. AlexanderThe proliferation of giant multi-organizational agencies in the last decade has fostered a rethinking of inter-organizational interactions. By synthesizing emerging planning theories with the most recent research in the field, How Organizations Act Together offers a unique and comprehensive perspective on how modern organizations interact. From missions to the moon to management and modern public policy, Alexander unravels the complexities of interorganizational coordination, providing students and scholars with the tools for understanding.
How Organizations Manage the Future: Theoretical Perspectives and Empirical Insights
by Hannes Krämer Matthias WenzelThis pioneering edited collection explores the question of how organizations manage the future. Moving away from traditional research which focuses on the past, the editors problematize the future as an inherent but under-examined part of organizing. Arguing that the future acts as both a driver of and a performative result of organizing, the book asks how organizations conceptualize and deal with the future and what processes are in place to handle things to come. With empirical research examining the practices, discourses and concepts that play key roles, organizations and their approaches are scrutinized. A timely compendium of theoretical discussion and practical implications on the relevance of the future, this book is essential reading for those interested in organization, sociology and management studies.
How Organizations Remember
by Paddy O'TooleHow an organization works is largely a function of what it knows--i.e., the collective knowledge about all aspects of the enterprise, from competitive intelligence to formal systems and policies to the ways in which individuals solve problems and share their expertise. Organizational knowledge is not to be found in manuals and web sites, but in the day-to-day interactions among employees, suppliers, customers, investors, and other stakeholders. How Organizations Remember is based on a 10-month study of a technology firm with locations in three countries (Australia, US, and Ireland); the company has undergone rapid growth and expansion, which have had a profound impact on power structures and organizational culture, and hence, on the ways in which knowledge is created and disseminated. The author discovered that what is remembered is diverse, and of differing value within and across the organization. How knowledge is remembered is equally diverse, and ranges from computer files to cartoons on the wall, from stories to the way objects are placed on a desk. Knowledge is influenced by external influences as well as internal influences; knowledge may become a competitive advantage, but may also contribute to inertia. The book combines theoretical perspectives and empirical findings to generate insights that contribute to both research and practice in organizational learning, innovation, culture, and behavior.
How Ottawa Spends, 2012-2013: The Harper Majority, Budget Cuts, and the New Opposition
by Christopher Stoney G. Bruce DoernContinuing its tradition of current, exemplary scholarship, the 2012-13 edition of How Ottawa Spends casts a critical eye at national politics, priorities, and policies, with an emphasis on the Conservative majority's mandated austerity measures and budget-cutting strategies. Leading scholars from across Canada examine a new era of majority government and a transformed political opposition both in Parliament and in provincial politics. Several closely linked political, policy, and spending realms are examined, including corporate tax reform, Conservative Party social policy, regional economic development, science and technology investments, Canada-US perimeter security and trade agreements, the rise and fall of regulatory regimes, and Canadian health care. Related governance issues such as federal infrastructure program impacts, the Harper government's Economic Action Plan impacts in Ontario, and community colleges in the federal innovation agenda, are also discussed in detail.
How Ottawa Spends, 2012-2013: The Harper Majority, Budget Cuts, and the New Opposition (How Ottawa Spends Series)
by Christopher Stoney G. Bruce DoernContinuing its tradition of current, exemplary scholarship, the 2012-13 edition of How Ottawa Spends casts a critical eye at national politics, priorities, and policies, with an emphasis on the Conservative majority's mandated austerity measures and budget-cutting strategies. Leading scholars from across Canada examine a new era of majority government and a transformed political opposition both in Parliament and in provincial politics. Several closely linked political, policy, and spending realms are examined, including corporate tax reform, Conservative Party social policy, regional economic development, science and technology investments, Canada-US perimeter security and trade agreements, the rise and fall of regulatory regimes, and Canadian health care. Related governance issues such as federal infrastructure program impacts, the Harper government's Economic Action Plan impacts in Ontario, and community colleges in the federal innovation agenda, are also discussed in detail.
How Participatory Evaluation Research Affects the Management Control Process of a Multinational Nonprofit Organization (Routledge Library Editions: Multinationals)
by Gail J. FultsThis title, first published in 1993, addresses two questions: can evaluation research function as a surrogate market in non-profit organisations to measure, value, and assess the goods and services they provide? And second, can the findings from an evaluation process be incorporated as a service accomplishment element into the accounting information published by non-profit organisations? This title will be of interest to students of business studies.
How Parties Experience Mediation: An Interview Study on Relationship Changes in Workplace Mediation
by Timea TallodiThis book presents an unprecedented qualitative research study on relational changes in mediation with a truly interdisciplinary outset, drawing on the literature on psychology, alternative dispute resolution and business. Mediation's potential to induce changes in parties' relationships as an advantage of the process is commonly mentioned in the literature. However, despite its being a key to reconciliation, relational changes in mediation has not yet been a topic of foundational and fine-grained qualitative enquiry. As the first study in the literature, this research uses in-depth interviews with mediation parties and the qualitative methodology of interpretative phenomenological analysis in order to explore participants' lived experiences. The phenomenological stance ensures a particularly rich data set and a nuanced interpretative analysis. This pioneering piece of research seeks to enter mediation parties' true experiences as closely as possible, moving beyond pre-existing theoretical, quantitative and large-scale qualitative explorations. The themes are discussed in the context of theory, research and practice. Therefore, this book advances knowledge about mediation both in theoretical and practical terms. Innovative conclusions and recommendations are provided for developing mediation practice, mediation training programmes, and further research.
How People Buy Online: The Psychology Behind Consumer Behaviour
by Seema GuptaMarketers have long debated on what governs buying decisions of digital consumers. Are these decisions rational or are they driven by whims and fancies? Human decisions are controlled more by the reptilian brain led by fear and the mammalian brain governed by emotions, rather than the neo cortex that works on rationale. Is it then possible for marketers to decode buying decisions of digital consumers and market their wares strategically in a highly competitive marketplace? How People Buy Online proves it is possible. Not only does it break the myths about online shopping behaviour, but it also reveals some deep marketing insights for consumer engagement by delving into consumer psychology and behavioural economics. This unique intersection of marketing with psychology makes this book an absorbing read, especially for management professionals. Watch the book discussion here>>
How People Learn: A New Model of Learning and Cognition to Improve Performance and Education
by Nick Shackleton-JonesHow can I design training so that it makes a real difference to employees' skills and development? This book gives L&D professionals everything they need to build effective learning experiences.How People Learn provides L&D professionals a new way of thinking about learning by exploring what happens when we learn. It shows how to apply insights from neuroscience, human behaviour and artificial intelligence (AI) to learning design including tips on how to interest, excite and engage staff in training. Using the author's '5Di model', this book demonstrates how to define, design and deploy training into existing workflows so it works both for and with employees. It also explores how simulations can be used to replicate a real-world challenge as closely as possible.The second edition features new material on learning in a hybrid world, and how to manage skills development and performance now that work, workplaces and workers have changed. It includes more practical guidance on building programmes with user-centred design and covers developments in the connection between learning and cognition, alongside case studies and examples from companies such as BP and the BBC.