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Heppell M: See, Smile, Say Hello

See, Smile, Say Hello

Build Trust, Create Loyalty, Deliver Outstanding Service

When Did You Stop Caring?

Routledge Studies in Central and Eastern European Business and Economics

How does Generation Z in Central and Eastern Europe engage with brands, make purchasing decisions, and develop long-term brand loyalty? The monograph discusses the unique consumer behaviors of this influential cohort, by analyzing the key determinants that shape their brand relationships. With Gen Z redefining market dynamics, it provides essential insights for academics and industry professionals seeking to understand and navigate this evolving landscape.Grounded in the Central and Eastern European (CEE) context, the book offers insights into regional market dynamics and consumer behaviors. Through theoretical analysis and empirical research, it explores the evolution of brand loyalty, tracing its shift from traditional approaches to the complexities of the digital age. Through an interdisciplinary approach, it bridges insights from marketing, consumer behavior, and digital advancements, offering comparative perspectives on brand strategies. Empirical research conducted in the CEE region further elucidates the specific patterns of brand loyalty among Gen Z consumers, supported by interviews from brand professionals that deepen the analysis of successful brand strategies.The book equips academics, marketing practitioners, and brand strategists with insights and actionable recommendations for fostering long-term consumer engagement in an increasingly competitive and digitalized marketplace. It will be of particular interest to scholars and researchers in marketing, consumer behavior, and brand management.

Generation Z in Central and Eastern Europe

Brand Loyalty and Consumer Behavior

Explore career pathways and build essential skills for success in hospitality, tourism, travel and events. Career Development in Hospitality, Tourism and Events by Jayanti Jayanti is a practical textbook designed for undergraduate and postgraduate students preparing for careers in the global visitor economy. It introduces students to the fundamentals of the travel industry, including key terminology, trends and the variety of roles available in hospitality, tourism, transport and event management. This textbook explores current industry developments from AI and sustainability to diversity, equity and inclusion initiatives and challenges students to look beyond traditional opportunities to entrepreneurial ventures. It equips students with the soft skills and practical knowledge needed to pursue work experience placements, internships and their future careers with confidence. This textbook includes: - Clear explanations of industry structure, roles and career pathways - Activities and reflective exercises to develop workplace skills - Practical guidance on CV writing, personal branding and employability, further supported through online resources &gt;Whether studying hospitality management, tourism or event management, Career Development in Hospitality, Tourism and Events provides a structured and career-focused foundation for academic success and long-term professional growth.

Building Skills for Working in the Travel Industry

Career Development in Hospitality, Tourism and Events

Routledge International Handbooks

This timely and innovative handbook presents an up-to-date, critical, and comprehensive overview of established and emerging themes relating to regenerative tourism and hospitality and offers a deep dive into the operational, strategic, and policy dimensions of regenerative strategy and practices.Organized into four parts, this volume comprises over 40 specifically commissioned original contributions from recognized authors in the field, providing a systematic guide to the current stage of knowledge in this area. It is interdisciplinary in coverage and international in scope through its authorship and content. This book serves as an essential guide to achieveing a common understanding of the concept of 'regeneration' and to inspiring and equipping stakeholders and academics with the tools needed to transition from conventional and sustainability-focused practices towards restorative and regenerative business models that generate tangible social and environmental impact, particularly amidst increasing environmental concerns and evolving market expectations in the tourism and hospitality industries.This is essential reading for students, researchers, and academics interested in regenerative tourism and hospitality.

The Routledge Handbook on Regenerative Tourism and Hospitality

A BRAND NEW EDITION WITH AN UPDATED FOREWORD THE INTERNATIONAL BESTSELLER | OVER 500,000 COPIES SOLD WORLDWIDE Why do some products capture our attention while others fade into obscurity? What makes us check our phones, open an app, or scroll a feed without even thinking? Is there a repeatable pattern behind how technology hooks us? In Hooked, Nir Eyal reveals the secret psychology behind the world's most engaging products. Introducing the groundbreaking Hook Model - Trigger ? Action ? Variable Reward ? Investment - Eyal uncovers how products from Apple, Twitter, Instagram and Google create lasting user habits and how you can ethically harness these principles to build products people love. Packed with cutting-edge behavioural science, case studies, and practical frameworks, Hooked is both a manual for product designers and a mirror for anyone curious about their own habits. 'Hooked changed my life. It's essential reading for anyone who wants to better understand their actions and habits' Steven Bartlett, Diary of a CEO 'Nir Eyal taught Silicon Valley how to design behaviour - and then reminded us to use that power responsibly; Mark Manson, Solved Podcast 'Our challenges go beyond technology; they stem from the internal discomfort that Nir Eyal's work helps us understand' Ali Abdaal, Deep Dive Podcast 'In Hooked, Nir Eyal shows the fine line between persuasion and coercion - and why ethical design matters more than ever' Jim O'Shaughnessy, Infinite Loops Podcast

How to Build Habit-Forming Products

Hooked

Have you ever felt unsure about what to say to a friend, a colleague, or your boss? Do you freeze in small talk, tiptoe through tricky topics, or second guess your instincts in high-stakes moments like salary negotiations or meeting your partner's parents? If so, you're not alone. And the good news is--you can learn to handle it all with ease. In Was It Something I Said? etiquette expert Alison M. Cheperdak demystifies social and professional situations, teaching you how to address each one with respect, confidence, and grace.In any scenario, whether in your personal or professional life, respecting others and ourselves requires soft skills and social-emotional intelligence--in a word, etiquette.Drawing on her experience in high-pressure moments as a lawyer, news anchor, and White House West Wing staff member, Alison shares the soft skills that set people apart in social and professional settings--grace under pressure, kindness in action, and polished presence without pretense.This book will help you: <ul><li>Honor others and the important moments you share with them.</li><li>Talk to strangers, start and end a conversation, and speak about yourself with charm.</li><li>Navigate awkward situations (and recover from them!).</li><li>Demystify dress codes and dining etiquette in all sorts of settings.</li></ul> Whether you're giving a toast, sending a text, or sitting down to dinner, the small things make a big difference. Was It Something I Said? is your guide to handling them with heart, confidence, and care--so you can build deeper connections and move through the world with gracious ease.

Everyday Etiquette to Avoid Awkward Moments in Relationships, Work, and Life

Was It Something I Said?

This book is a culinary memoir rooted in the metaphor and reality of the table, a gathering place where people connect in deep and meaningful ways. It chronicles a journey from the sacredness of restaurants to entrepreneurship, centering hospitality as a philosophy for life, leadership and connection. Anchored by personal narrative, spanning family, loss, community, the challenges of restaurant work and the reinvention brought on by the Covid-19 pandemic, it explores how gathering, service and intention create authentic communities. It is a testament to evolving identity, the healing power of connection and a heart-centered approach to business and life, showing that true success isn't measured by accolades but by the quality of presence, care and belonging fostered around the table. The Table, which is the anchor for this book, is a place where people gather, where genuine community is felt, seen and experienced. It is also a metaphor for connectivity and intention, for gathering in authenticity.

Discovering the Soul of Service

Beyond the Table

Escape to Cornwall this summer with another heart-warming and feel-good novel from the Number One Sunday Times bestselling author!Readers LOVE Sarah Morgan'Sarah Morgan never disappoints' FIVE starreader review'This is a summer must read!' FIVE starreader review'Sarah never fails to deliver a great story ... I loved it' FIVE starreader review* * * *Evie is the acting general manager of The Alexandra hotel in picturesque Cornwall, but she feels trapped in a life defined by others' expectations. Just as she contemplates a fresh start, Abby arrives, sent undercover by the hotel's owner to assess the staff and operations. But Abby is navigating her own struggles and longs to break free from the shadow of her mother.As the two women forge an unexpected friendship, they confront their fears and the threat of change looming over them. With the help of a charming chef and a gruff pub owner, they begin to embrace their true selves and the bonds that unite them. Will they find the strength to reshape their futures, or will the weight of the past hold them back?Full of warmth and heart, Brave New Summer is a joyful and uplifting novel about friendship, romance and being brave, from the Number One Sunday Times bestseller, Sarah Morgan.Perfect if you love:Escaping to seaside townsStrong female bondsUnlikely friendshipsGrumpy pub ownersCharming chefs* * * *Praise for Sarah Morgan:'Sarah Morgan never disappoints I always look forward to my summer read from her ... a must read for holidays' FIVE starreader review'A perfect slice of joyful summer escapism from Sarah Morgan, the master of the genre' Clare Pooley'The perfect summer escape!' Cathy Bramley'I was absolutely hooked from the first chapter and knew straight away this was another book written with Sarah's magic touch ... utterly fabulous' FIVE starreader review'A truly heart-warming read' Woman &amp; Home

Brave New Summer

This timely volume provides a comprehensive and multidisciplinary analysis of platform-based tourism, integrating economic, technological, ethical, and policy perspectives. Specifically in the current context of shifting social dynamics, this book explores how digital platforms, such as Airbnb, Booking.com, and TripAdvisor, have changed how travellers plan, book, and experience their holidays as well as the significant challenges for traditional tourism providers, communities, and governments, including regulation, equity, digital responsibility, and sustainability issues. In addition, this book unpacks and explores contemporary platform economy-driven trends such as digital nomadism, solo travelling, and travel content creation. This is supported throughout with international examples and case studies.International in scope, this engaging volume will be of pivotal interest to industry experts as well as researchers and tourism, hospitality, economics, and technology students.

The Digital Marketplace

Platform Economy in Tourism and Hospitality

Simple, low-risk experiments for long-term profit growth that you can test right now--from Google's former Chief Evangelist, Nicolas Darveau-Garneau.As a business leader or marketer, if you've been pouring your efforts into efficiency metrics (like customer acquisition cost or return on ad spend) instead of trying to optimize profits, your methodology is unsustainable. In the age of AI, optimizing the wrong key performance indicator can be catastrophic.Whether you work at a Fortune 500 giant, a startup, or a nonprofit, Be a Sequoia, Not a Bonsai gives you a growth playbook that will help you correctly prioritize sustainability over short-term efficiency.With step-by-step guides and hundreds of case studies, Darveau-Garneau will shift how you measure marketing success by teaching you how to: <ul><li>Maximize profitable growth by tracking the right metrics, not vanity metrics.</li><li>Acquire the most valuable customers, not just the most customers.</li><li>Dramatically increase customer lifetime value with practical, scalable strategies.</li><li>Strengthen your brand with modern, profit-driven branding approaches.</li><li>Deliver a customer experience your competitors can't match.</li><li>Build a culture of rapid testing and innovation that keeps you ahead.</li></ul> Nicolas Darveau-Garneau has advised senior executives at more than a thousand companies. He discovered that the fastest-growing 5% all followed these same seven principles. . .The best part? These breakthroughs don't require acquisitions, billion-dollar tech investments, or years of product development. They're simple, testable, affordable, and scalable. And they're all based on one premise: Corporate sequoias prioritize profitable growth, while bonsai concentrate on efficiency and stay small. ". . .a groundbreaking book. Nicolas Darveau-Garneau has distilled thousands of CEO and CMO meetings into a playbook every ambitious leader needs to read--and, more importantly, put into practice every day." --Jasper Malcolmson, Head of Growth at Gusto and Robinhood

The Seven Growth Secrets of the World’s Most Successful Companies

Be a Sequoia, Not a Bonsai

The Unreasonable Hospitality Collection

From the New York Times bestselling author, former co-owner of the #1 restaurant in the world, and co-producer of the Emmy Award-winning series The Bear comes the much-awaited interactive guide to putting the principles of Unreasonable Hospitality into action in your organization. With over one million copies sold to date, Will Guidara’s book Unreasonable Hospitality issued a compelling invitation: “No matter what business you’re in, you can make the choice to be in the hospitality industry.” His lessons about service and leadership celebrated the one principle that never goes out of season: the human desire to be taken care of. If Unreasonable Hospitality is the why, then The Field Guide is the how—a step-by-step roadmap to applying those lessons, including: • Building and leading your team with consistency, integrity—and yes, hospitality • Developing a culture of hospitality with five essential components—excellence, communication, collaboration, feedback, and repair—and the systems that will keep those values front and center • Creating bespoke gestures with the power to transform ordinary transactions into extraordinary experiences—as well as how to create a ready-made toolkit of easily implemented ones that feel bespoke Featuring deeply personal stories, his own as well as those of readers he’s encountered, the book is packed with practical exercises that are as relevant to the CEO of a Fortune 500 as they are to the ambitious intern at the front desk. Each can be done on your own, with your team, or company-wide at the annual retreat. Beautifully designed and illustrated in full color, this delightful, participatory guide—meant to be marked up and discussed—will have you feeling like a kid about to crack open a new coloring book. You’ll walk away inspired, with a power pack of specific, immediately actionable ideas to help you elevate the magic in what you do—for yourself, the people you work with, and the people you serve.

Unreasonable Hospitality: The Field Guide

Deliver measurable business impact by transforming customer advocacy into a strategic driver of growth, retention, and executive influence. Customer Advocacy That Counts is the definitive guide for customer advocacy, customer marketing, and customer experience leaders who need to prove value, secure stakeholder buy-in, and connect advocacy initiatives to business performance. Written by Alison Bukowski, this practical and evidence-based playbook addresses one of the biggest challenges facing advocacy professionals today: demonstrating strategic impact in environments where influence often matters more than authority. Whether you're building a new advocacy function or scaling an established program, this book provides the frameworks, metrics, and communication tools needed to earn credibility and drive measurable outcomes. Drawing on the Be AWARE Metrics framework, diagnostic assessments, stakeholder management tools, and executive communication templates, Alison Bukowski provides a structured approach to aligning advocacy with organizational priorities. Featuring insights and real-world examples from leaders at Google, Microsoft, Siemens, Adobe, Freshworks, Forrester, and Optum/UnitedHealth Group, the book shows how high-performing advocacy teams translate customer engagement into outcomes that executives understand and support. You'll learn how to:- Measure advocacy impact using meaningful business metrics - Build executive influence without direct authority - Align advocacy programs with revenue and retention goals - Communicate value using leadership-focused business language - Scale customer advocacy with confidence and credibility Whether your goal is increasing customer retention, strengthening stakeholder relationships, or elevating advocacy as a strategic business function, Customer Advocacy That Counts equips you with the tools, frameworks, and leadership mindset needed to turn customer advocacy into a measurable source of growth and competitive advantage. Themes include: customer advocacy, customer marketing, customer experience, stakeholder management, customer retention, executive influence, business impact measurement, advocacy strategy, revenue growth, customer-led growth

How to Build Influence and Drive Customer Experience Results

Customer Advocacy That Counts

See, Smile, Say Hello

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