John Wiley & Sons Limited
Все книги издательства John Wiley & Sons LimitedChief Customer Officer 2.0. How to Build Your Customer-Driven Growth Engine
A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).
The Impact of IFRS on Industry
The industry-specific guide to IFRS interpretation and application One of the biggest challenges of any reporting standard is how best to interpret and implement it in the context of a specific company or industry, given that each industry has its own intricacies and nuances. The Impact of IFRS on Industry provides specific guidance on applying IFRS in a diverse range of sectors. Opening with an overview of IFRS, including a summary of all the standards, the book goes on to provide detailed coverage of the standards that can impact all industries, including IAS-40, IFRS 1, and IFRS 5. Thereafter, it offers practical advice and guidance on the application of IFRS in specific industries, including automotive; oil and gas; bio-sciences; infrastructure; airlines; media and communications; government-owned entities; mining; software; banking and financial services; insurance; FMCG; shipping; pharmaceuticals; telecoms; real estate and construction; power; SMEs; retail; e-commerce; and the service sector. The book concludes with a discussion on the collateral impact of implementing IFRS and how forthcoming IFRS Standards could impact specific industries. Worked examples are used throughout to demonstrate how the standards are applied in practice. Understand the IFRS standards comprehensively Learn which standards impact all industries Examine the ways in which IFRS is applied in practice See how different standards are applied in specific industries Suitable as a quick reference or a comprehensive guide, The Impact of IFRS on Industry gives you the real-world IFRS answers you need.
Diabetes Cookbook For Canadians For Dummies
Delicious recipes and expert cooking tips for diabetics Having diabetes doesn't mean having to abandon great food. Diabetes Cookbook For Canadians For Dummies, Updated Edition offers an abundance of delicious recipes that will help diabetics and prediabetics enjoy meals and manage their diabetes. Based on the most recent edition of the Clinical Practice Guidelines for Diabetes Management, this new cookbook includes over 100 additional recipes and updated coverage on the latest drugs for diabetes management and new guidelines for target blood glucose levels. Diabetes Cookbook For Dummies offers valuable information for diabetics and anyone who cooks for diabetics. The authors offer meal planning suggestions, shopping tips, and even plot out a month of diverse and unexpected menus, including mouth-watering full-color photos of some of the delicious meals. Learn to cook meals you love that will comply with proper diabetes management Expand your culinary range with new interpretations of traditional dishes Make managing your diabetes more enjoyable with exciting menu options Learn how to make meal planning and preparation part of your daily routine This updated cookbook, a companion to the bestselling Diabetes For Canadians For Dummies, 3rd Edition offers delicious and easy-to-prepare recipes that will help readers manage their diabetes.
Mastering AutoCAD 2016 and AutoCAD LT 2016. Autodesk Official Press
The bestselling AutoCAD reference, with all new bonus video content Mastering AutoCAD 2016 and AutoCAD LT 2016 is a complete tutorial and reference, helping you design accurately and efficiently while getting the most out of the AutoCAD 2016 software. Concise explanations and focused examples strengthen your understanding of AutoCAD concepts, while step-by-step instruction and hands-on projects help you develop the skills you need for real-world projects. This new edition covers the latest AutoCAD capabilities, and gives you access to videos demonstrating crucial techniques. The companion website provides all of the project files necessary for the tutorials, and features additional video tutorials and other bonus content. You'll start with the basics of AutoCAD drafting, and gradually build your skills to an advanced level as you learn 3D modeling and imaging. Whether you're preparing for the Autodesk certification or just want to be an AutoCAD guru, this book provides the comprehensive information you need. Get acquainted with the AutoCAD 2016 interface and drafting tools Work with hatches, fields, tables, dynamic blocks, solid fills, and more Build an accurate, scalable 3D model of your design for reference Customize your AutoCAD and integrate it with other software Packed with expert tips, tricks, techniques, and tutorials, Mastering AutoCAD 2016 and AutoCAD LT 2016 is your essential guide to get up to speed quickly.
Becoming a Graphic and Digital Designer. A Guide to Careers in Design
Begin your graphic design career now, with the guidance of industry experts Becoming a Graphic and Digital Designer is a single source guide to the myriad of options available to those pursuing a graphic design career. With an emphasis on portfolio requirements and job opportunities, this guide helps both students and individuals interested in entering the design field prepare for successful careers. Coverage includes design inspiration, design genres, and design education, with discussion of the specific career options available in print, interactive, and motion design. Interviews with leading designers like Michael Bierut, Stefan Sagmeister, and Mirko Ilic give readers an insider's perspective on career trajectory and a glimpse into everyday operations and inspirations at a variety of companies and firms. Design has become a multi-platform activity that involves aesthetic, creative, and technical expertise. Becoming a Graphic and Digital Designer shows readers that the field once known as «graphic design» is now richer and more inviting than ever before. Learn how to think like a designer and approach projects systematically Discover the varied career options available within graphic design Gain insight from some of the leading designers in their fields Compile a portfolio optimized to your speciality of choice Graphic designers' work appears in magazines, advertisements, video games, movies, exhibits, computer programs, packaging, corporate materials, and more. Aspiring designers are sure to find their place in the industry, regardless of specific interests. Becoming a Graphic and Digital Designer provides a roadmap and compass for the journey, which begins today.
The School Leadership Playbook. A Field Guide for Dramatic Improvement
A proven framework for whole-school improvement The School Leadership Playbook is a practical guide for education leaders looking to push their school's and students' achievement to the next level. Developed by renowned leadership preparation program New Leaders, the Transformational Leadership Framework focuses on the five categories that drive a school's success: Learning and Teaching, School Culture, Talent Management, Operations and Systems, and Personal Leadership. This book illustrates how each of these factors contributes to breakthrough gains, and outlines a plan for implementing changes in your own school. You'll learn how to accurately diagnose the current state of your school's academics and culture and create an action plan for the year ahead. The TLF is grounded in the latest research and case studies of the highest-gaining turnaround schools, and shows you the specific actions you can take to attract, retain, and support high-performing teachers; improve school culture; successfully involve parents and the community; and ultimately drive student success. New Leaders developed the UEF to pinpoint what schools achieving significant student academic gains were doing, and how they were doing it. This book provides a practical breakdown of the framework to help you begin leading these changes in your own school. Ensure rigorous goal- and data-driven teaching and learning Build and manage a high-performance faculty aligned to the school's vision Implement effective and efficient operations and systems Model the tone you would like to see from students and teachers school-wide By matching the needs of the school to effective principal actions and school practices, leaders can create a plan for transformational change.
Your Trajectory Code. How to Change Your Decisions, Actions, and Directions, to Become Part of the Top 1% High Achievers
Get your entire life on track with an accelerated trajectory Your Trajectory Code is a guide to understanding why you are where you are, and not where you want to be – and how to change it. Once you understand what the trajectory code is, you can gain an accelerated understanding of yourself and others, including family members, friends, neighbors, colleagues, and anyone else. You'll be able to recognize how tiny 1% adjustments can significantly change your trajectory for the rest of your life. Your inner dialogue guides you along your trajectory, and this book will teach you the five fundamental types of people in your consciousness, and how they can either accelerate your rate of success or derail you straight into a trajectory of misery. We all have the opportunity to make decisions and guide what line or path we follow in life. One trajectory takes you toward greater accomplishments, while the other moves you in the direction of mediocrity and complacency. Understanding the trajectory code and line is what separates winners from losers, and Your Trajectory Code shows you how. Gain a deeper understanding of yourself and others Make tiny adjustments that have a big impact Discover who in your life might hold you back Steer your trajectory toward achievement and success The path of your life is not predetermined. You have control, and it's never to late to make the changes that could bring you greater happiness. Have you settled for «good enough» long enough? Are you ready to rock the boat? Your Trajectory Code is the key to figuring out what needs to change, and how to change it to point your trajectory skyward.
How To Be Great At Doing Good. Why Results Are What Count and How Smart Charity Can Change the World
Get ready to question everything you’ve been told about charity, and to find out how you can truly succeed at making the world a better place. Many of us donate to charitable causes, and millions more work or volunteer for non-profit organizations. Yet virtually none of us have been taught what it means to succeed at doing good, let alone how to do so. In short, we’ve never been encouraged to treat charity with the seriousness and rigor it deserves. How to be Great at Doing Good is a complacency-shattering guidebook for anyone who wants to actually change the world, whether as a donor, a volunteer, or a non-profit staffer. Drawing on eye-opening studies in psychology and human behavior, surprising interviews with philanthropy professionals, and the author’s fifteen years of experience founding and managing top-rated non-profits, this book is an essential read for anyone who wants to do more good with their time and money. Find out how Bill Gates and a team of MIT grads are saving thousands of lives by applying business principles to charity work – and how we can too Peer inside our brains as we donate, and discover how the same chemical forces that make us crave junk food and sex can steer us toward bad charity decisions See why following our passion and doing what we’re good at can actually doom our efforts to improve the world Learn how two seemingly identical charities can have jaw-dropping differences in impact, and find out how to pick the best one when donating Sure to generate controversy among non-profits and philanthropists who prefer business as usual, How to be Great at Doing Good reveals that a more calculated, effective approach to charity work isn’t just possible – it’s absolutely necessary for those who want to succeed at changing the world.
Optimize Your Greatest Asset -- Your People. How to Apply Analytics to Big Data to Improve Your Human Capital Investments
Drive better business strategy with practical analytics for people data Optimize Your Greatest Asset – Your People brings advanced analytics into Human Resources, giving you a framework for optimizing human capital investments through predictive analysis. You'll learn how to transition from anecdotes and surveys to more advanced measurement techniques, and combine the data from multiple systems into a unified plan of action that improves business results. Practical examples and case studies show how these techniques are applied in real-world settings, and executives and thought leaders weigh in on how advanced analytics are informing better business decisions every day. Coverage includes the latest research on the state of current HR measurement techniques, as well as the important considerations surrounding data security and employee trust. Executives and managers alike are swimming in pools of people data, spread across multiple systems that don't talk to each other. This book shows you how to bring that data together, organize it, and turn it into useful information, and how to build your data strategy to take advantage of the wealth of available tools. Produce actionable intelligence with data from multiple systems Move beyond activity metrics and into advanced measurements Create stronger policy covering security, privacy, and ethics Achieve sophisticated HR analytics without breaking employee trust It's time for HR leaders to get over their fear of Big Data. Good data drives good business, and human capital is the biggest asset a company has. Start measuring the things that matter, and start turning those measurements into actual information that goes beyond the spreadsheet. Optimize Your Greatest Asset – Your People shows you how to get started, and where to go from there.
Digital Disciplines. Attaining Market Leadership via the Cloud, Big Data, Social, Mobile, and the Internet of Things
Leverage digital technologies to achieve competitive advantage through market-leading processes, products and services, customer relationships, and innovation How does Information Technology enable competitive advantage? Digital Disciplines details four strategies that exploit today's digital technologies to create unparalleled customer value. Using non-technical language, this book describes the blueprints that any company, large or small, can use to gain or retain market leadership, based on insights derived from examining modern digital giants such as Amazon, Netflix, and Uber, established firms such as Burberry, GE, Nike, and Procter & Gamble, and lesser-known innovators such as Alvio, Fruition Sciences, Opower, and Quirky. Companies can develop a competitive edge through four digital disciplines—information excellence, solution leadership, collective intimacy, and accelerated innovation—that exploit cloud computing, big data and analytics, mobile and wireline networks, social media, and the Internet of Things. These four disciplines extend and update the value disciplines of operational excellence, product leadership, and customer intimacy originally defined by Michael Treacy and Fred Wiersema in their bestselling business classic The Discipline of Market Leaders. Operational excellence must now be complemented by information excellence—leveraging automation, information, analytics, and sophisticated algorithms to make processes faster, better, and more cost-effective, seamlessly fuse digital and physical worlds, and generate new revenue through techniques such as exhaust data monetization Product leadership must be extended to solution leadership—smart digital products and services ranging from wind turbines and wearables to connected healthcare, linked to each other, cloud services, social networks, and partner ecosystems, focused on customer outcomes and creating experiences and transformations Customer intimacy is evolving to collective intimacy—as face-to-face relationships not only go online, but are collectively analyzed to provide individually targeted recommendations and personalized services ranging from books and movies to patient-specific therapies Traditional innovation is no longer enough—accelerated innovation goes beyond open innovation to exploit crowdsourcing, idea markets, innovation networks, challenges, and contest economics to dramatically improve processes, products, and relationships This book provides a strategy framework, empirical data, case studies, deep insights, and pragmatic steps for any enterprise to follow and attain market leadership in today's digital era. It addresses improved execution through techniques such as gamification, and pitfalls to beware, including cybersecurity, privacy, and unintended consequences. Digital Disciplines can be exploited by existing firms or start-ups to disrupt established ways of doing business through innovative, digitally enabled value propositions to win in competitive markets in today's digital era.