There are hundreds of tactics, described in dozens of motivation books, to produce a short-term boost in employee morale. But none of them last. If you want truly motivated employees for the long term— leading to higher customer satisfaction and loyalty— you must give employees a motive to want to do well on their own.This unique two-pronged approach provides techniques for introducing powerful movtivators to energize workers and outlines a process for eliminating the most common and pervasive de-motivators. 作者简介： Paul Levesque has two decades’ experience as an international business consultant specializing in customer service. He is the author of Customer Service Made Easy (1-932531-912 EP, 2006).
There are thousands of books that have been written on business leadership. Many of these have been translated into Chinese and many have been swallowed up by Chinese business people. China has an enormous need to improve the quality of its leadership and current and future leaders are starving for more information to help them get to the top. But what we are also hearing is that while they find these Western works intellectually stimulating, there is always something missing. It is naive for anyone to think that they can just take Western concepts and practices on leadership and make them work in China. They still need work. In fact, it is fair to ask whether these Western practices can actually be applied in China. This book provides the bridge between Western ideas and concepts with the Chinese thoughts and wisdom. 作者简介： Dr. Frank Gallo has lived in China for many years and is one of its foremost executive coaches. He works with both Chinese and Western executives to help them become bet
THE TIPPING POINT is that magic moment when an idea, trend, or social behavior crosses a threshold, tips, and spreads like wildfire. Just as a single sick person can start an epidemic of the flu, so too can a small but precisely targeted push cause a fashion trend, the popularity of a new product, or a drop in the crime rate. This bestselling book, in which Malcolm Gladwell brilliantly illuminates the tipping point phenomenon, is already changing the way people throughout the world think about selling products and disseminating ideas.
Risk control and derivative pricing have become of majorconcern to financial institutions, and there is a real need foradequate statistical tools to measure and anticipate the amplitudeof the potential moves of the financial markets. Summarisingtheoretical developments in the field, this 2003 second edition hasbeen substantially expanded. Additional chapters now coverstochastic processes, Monte-Carlo methods, Black-Scholes theory,the theory of the yield curve, and Minority Game. There arediscussions on aspects of data analysis, financial products,non-linear correlations, and herding, feedback and agent basedmodels. This book has become a classic reference for graduatestudents and researchers working in econophysics and mathematicalfinance, and for quantitative analysts working on risk management,derivative pricing and quantitative trading strategies.
“I have observed several hundred salespeople who were taughtto use deceptive practices like ‘bait and switch’ and encouraged toplay negotiation games with customers. They were so stressed bythis behavior that they suffered from a high incidence of alcoholand substance abuse, divorce, job-jumping, and low productivity. Inthe same industry, I have observed countless people who had beentaught to sell with high integrity. Ironically, their customersatisfaction, profit margins, and salesperson retention weresignificantly higher.” — Ron Willingham If you’ve tried manipulative, self-focused selling techniquesthat demean you and your customer, if you’ve ever wondered ifselling could be more than just talking people into buying, thenIntegrity Selling for the 21st Century is the book for you. Itsconcept is simple: Only by getting to know your customers and theirneeds — and believing that you can meet those needs — will youenjoy relationships with customers built on trust. And only
