In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service.
... by all future directors of MI6 and one borrowed by Ian Flemming, who worked in Naval Intelligence during World War II, for hisJames Bond novels, in which the head of British secret intelligence is always referred to simply as “M”.
There he visited the house of Ian and Susan Maxwell-Scott to make a number of phone calls and wrote some letters, including the one to his brother-in-law quoted at the beginning of this chapter. After telling Susan Maxwell-Scott the ...
On June 5, 1947, a little more than two years after the end of the Second World War, US Secretary of State George Marshall used the occasion of his acceptance speech for an honorary doctorate awarded to him by Harvard University to ...
In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology.
The stories are rich with religious symbolism and give an idea of how the Celts perceived the world in which they lived. They also tell of the lives of the people themselves—kings and queens, husbands and wives, warriors and farmers.
Takes a fascinating, lighthearted but informative look at fifty of the world's most famous and infamous unresolved stories and unexplained events.
History's Worst Crimes takes an informative look at fifty of the world's most notorious robberies, murders, frauds, forgeries, kidnappings, and hijackings, and explains how they were solved-or, in some cases, why they remain unsolved.
In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology.
This book will help any customer-facing organization deliver better customer experiences, save money, and increase revenue.
History's Greatest Mysteries
From the gruesome murders committed by Jack the Ripper to the mystery of the missing Nazi gold, this book sheds light on these questions, some of which may never yield definitive answers."--Back cover.
本书从文化, 社会, 经济, 政治, 军事等方面回味了人类以食物构筑的文化, 这些食物不仅反映今日的生活样貌, 也影响了整个世界的脉动.
Landmarks of the World
The fifth edition of Surveying for Engineers sets out the essential techniques needed for a solid grounding in the subject.
Iliffe, J. C., Arthur, J. V. and Preston, C. (2007) The Snake Projection: a customised grid for rail projects. Survey Review, 39(304), ... Iliffe, J. and Lott, R. (2008) Datums and Map Projections: For Remote Sensing, GIS and Surveying.
... levelling and you should realise how this helps to decide whether a line of levels is accepted or is rejected. How. good. is. my. levelling? In the previous section, a misclosure of –6 mm was obtained for the levelling by comparing the ...
These stories span human history, from our hunter-gatherer ancestors to the transatlantic slave trade, from the introduction of frozen foods, prohibition and the rise of the Mafia, to the powdered milk scandal in China.
The Story of Chess in 50 Moves tells the 1,500-year story of chess in fifty selections.
If it is true to say that we are what we eat, then the examples described here, of fifty foods that changed the course of history, show us that it is equally the case that what we eat makes us who we are.