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Catalogue complet

Fithian M: The CX Imperative: Five
Strategic Practices for Renewal of the

The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise

This helpful resource shows you how to transform unconvincing messages into compelling copy. The new rules for persuasive messaging. When it comes to messaging, what worked in the past won't work today. Our noisy, digital world has undermined our ability to focus. For a message to grab attention and persuade, it now must pass the SAUCE test and be: Simple, Appealing, Unexpected, Credible, and Emotional.This book comes with a 15-question SAUCE test and a Heat Gauge which allows you to precisely measure the persuasive impact of your messages. Short, easy to read, and packed with visuals, Secret Sauce provides: <ul><li>Clear examples of what works and what doesn't</li><li>Fascinating insights from behavioral and neurological research</li><li>Powerful lessons from successful and failed campaigns</li></ul>Less than 10 percent of marketing messages are truly compelling-engaging the head and heart. Secret Sauce helps you weed out the clutter and craft messages that stick.

How to Pack Your Messages with Persuasive Punch

Secret Sauce

Routledge Studies in Innovation, Organizations and Technology

The traditional narrative of innovation often centers around the firm, overlooking the role of the customer as the ultimate judge and beneficiary of innovations. This book challenges the firm's right to define innovation, advocating instead for a customer-centric approach.The ultimate aim of this book is to help innovate both for and with the most critical stakeholder-the customer. To achieve this aim, the book explores various aspects of the customer perspective on innovation through five parts: 1) strategies for increasing market attractiveness through innovation, 2) commercial innovation, 3) social innovation, 4) digital innovation, and 5) innovation outcomes and prospects. Drawing on recent research from national innovation indexes in Norway, Finland, Sweden, Denmark, Spain, Belgium, and the USA, the book presents ideas and examples that explain how adopting the customer perspective on innovation can help transform challenges into opportunities and achieve higher returns.By exploring customer-oriented strategies and discussing the implications of commercial, social, and digital innovations, the book provides a detailed guide for leaders, innovators, entrepreneurs, and students to navigate the complexities of modern business environments. It will be a valuable resource for scholars of innovation management, strategic management, and marketing.

Exploring Commercial, Social, and Digital Innovation from the Customer Perspective

Afterword by Len DeCandia, former Chief Procurement Officer, Johnson &amp; Johnson and&nbsp;Estée Lauder, and former Chief Supply Officer, Roche NA Featuring an essay by Packy McCormick, writer and investor, Not Boring Leverage AI and robotics to transform industries, launch new business models, and dominate markets The Predictive Enterprise: How Superhuman Supply Chains Transform Global Business digs deep into the exciting business opportunities created by a new kind of supply chain-one powered by AI and autonomous technologies-to deliver an exponential increase in productivity and throughput. From superintelligent humanoid robots, to sensorized loading docks, to autonomous and AI-augmented supplier negotiations, to predictive materials management, this book covers all aspects of superhuman supply chains within the context of larger global enterprise digital transformations. Drawing from interviews with Global 2000 executives and real-world case studies at companies like Chevron, Standard Industries, Koch Industries, as well as Amazon, Walmart, and Tesla, this book delivers key insights on: <ul> <li>Autonomous distribution centers, humanoids, self-driving everything, including drone swarms, and more</li> <li>Leapfrogging and retrofitting legacy infrastructure, systems, facilities, and workforces for exponential gains</li> <li>Third party AI risks for large enterprises and AI governance for supply chain teams, including challenges associated with security, privacy, and data governance</li> <li>The role of simulations in disaster response, including extreme weather events, geopolitical conflicts, trade wars and other supply disruptions and how AI is boosting resiliency and agility</li> <li>Dealing with social anxiety around job loss and replacement and overcoming naysayers, by creating a Ready-Aim-Fire game plan to test-and-learn and iterate quickly and continuously to nail and scale big wins from superhuman supply chains</li> </ul> The Predictive Enterprise is a timely, essential read for a global audience of business executives seeking to capitalize on the autonomous technologies that are quickly reshaping the world of global business as supply chains grapple with an adversarial US-China geopolitical landscape and increasingly are being asked to absorb the impact of disruption events without adding headcount.

How Superhuman Supply Chains Transform Global Business

The Predictive Enterprise

Develop culturally intelligent marketing strategies for a digitally connected global marketplace. International Marketing is designed for postgraduate marketing students studying International Marketing and International Marketing Strategy. This textbook equips students with the theoretical frameworks and applied tools required to design, implement and evaluate marketing strategies across borders in an increasingly digital and regulated environment. Sue Ollerhead explores how brands can enter, compete and grow internationally while remaining culturally sensitive, legally compliant and strategically coherent. This book integrates core international marketing theory with practical application, covering market entry strategies, dynamic pricing, cross-border brand positioning and digital platform management. Students examine how organizations adapt products and services to meet local market needs while maintaining universal quality standards, sustainability commitments and ethical responsibility. Legal and regulatory considerations are embedded throughout, alongside discussion of environmental impact, societal expectations and global governance frameworks. Real-world examples from Coca-Cola, Depop and MPesa illustrate how international marketing decisions influence long-term brand performance and customer relationships across diverse markets. This textbook includes: - Guidance on digital international marketing, including market entry, pricing and cross-border brand strategy - Chapter overviews, key learning outcomes, key concept boxes and exercise questions - Online resources including lecture slides and a lecturer's manual with exercise answers - Strategic insights and analysis on operating effectively within international environments

Utilize a Digital Approach in International Marketing Strategies

International Marketing

Use this jargon-free, step-by-step guide to create an agile, customer-centric marketing strategy and unlock the full capability of data and analytics.

Leverage Analytics, Data and AI to Optimize Marketing Strategies

Marketing Metrics

Apply entrepreneurial thinking to build sustainable marketing strategies in resource-limited environments. Principles of Entrepreneurial Marketing by Paul Booth and Zach Thompson is designed for undergraduate and postgraduate students studying marketing, entrepreneurship and small business management. Aligned to core modules in entrepreneurial marketing and venture creation, this textbook equips students with the fundamental knowledge and applied skills required to design effective marketing strategies in start-up and growth-focused contexts. This textbook provides a structured framework that guides students through identifying market opportunities, developing new ventures and crafting marketing strategies that support sustainable growth. From understanding the customer journey to developing pricing strategy, brand purpose and digital presence across ecommerce platforms and social media, this book connects theory directly to entrepreneurial action. This textbook includes: - A step-by-step entrepreneurial marketing framework with defined learning deliverables - Guidance on pricing, digital marketing, customer journey mapping and growth planning - Activities such as building a content calendar, planning an ad campaign and developing a brand identity kit - Real-world examples and entrepreneur interviews linking theory to venture creation, including from BigBelly (USA), Inspired Bicycles (UK), Pauline Cosmetics (Kenya) and Mecado Libre (South America) &gt;Whether studying marketing, entrepreneurship or preparing to launch a venture, Principles of Entrepreneurial Marketing provides students with the strategic tools and practical confidence to build innovative, market-driven businesses.

Strategy and Applied Practice

Principles of Entrepreneurial Marketing

Understand the importance of employee engagement to build psychological wellbeing in organizations. Principles of Employee Engagement by Ramnik Singh is an outcome-focused textbook for upper-level undergraduate and postgraduate students studying Human Resource Management, organizational behavior and leadership. Grounded in organizational psychology and contemporary HRM practice, it equips students with the concepts and practical skills needed to understand, design and sustain employee engagement in diverse organizational contexts. The textbook explores the psychological foundations of engagement, including motivation, trust and safety, and examines how these concepts translate into effective HR policies and leadership practice. Students are guided through the measurement of engagement, the design of employee experience and the future challenges shaping engagement at work. This textbook includes: - Clear definitions of employee engagement and common misconceptions - Insight into the psychology of engagement, wellbeing, trust and psychological safety - Reflective questions and exercises to apply HRM frameworks to workplace scenarios - Real-world examples from organizations such as Microsoft, Netflix, Airbnb, Shopify and Zoom &gt;Whether studying HRM or preparing for leadership roles, this textbook enables students to evaluate engagement strategies critically and apply evidence-based approaches to build positive and sustainable workplaces.

A Practical Approach for Human Resource Management

Principles of Employee Engagement

Routledge Research in Strategic Management

Strategic Foresight in Business

The proven way to respond to high-conflict healthcare situations—without making them worse. BIFF for Healthcare delivers a practical, evidence-based approach to one of the most pressing challenges in modern healthcare: managing emotionally charged, high-conflict communication without escalating risk, burnout, or complaints.Adapted from Bill Eddy’s internationally recognized BIFF Response®&nbsp;Method (Brief, Informative, Friendly, Firm), this book translates a proven conflict-communication framework into real-world healthcare settings. Readers learn how to respond effectively to demanding patients, distressed families, high-conflict colleagues, and disruptive physicians—while maintaining professionalism, boundaries, and patient safety.Designed for time-pressured clinical environments, BIFF techniques can be learned quickly and applied in minutes during daily practice, including emails, documentation, and face-to-face interactions. The approach reduces escalation, strengthens trust, and supports clearer communication under stress—key factors in improving patient experience and protecting staff well-being.Written for a broad professional audience, BIFF for Healthcare is relevant to physicians, nurses, administrators, HR professionals, risk managers, and patient-relations teams. As the fifth volume in the established BIFF Conflict Communication Series, it builds on a model already adopted by organizations worldwide.Ideal for onboarding, continuing education, and professional development programs, this book offers healthcare organizations a practical tool for safer communication, stronger teams, and more resilient care delivery.

Biff for Healthcare

Effective strategic management education and practice must focus on the whole team rather than the individual - this book guides readers towards collaborative excellence in strategizing and decision-making by taking such an approach.Organized into four interlinked parts, this book offers readers the conceptual resources to critically rethink how strategic leadership capability can and should be developed in top management teams, along with practical interventions to implement this vision. Each chapter begins with a clear justification of its importance, asserting alignment and relevance. By laying out the objectives and drawing connections between chapters, teams are better positioned to see both the individual trees and the overarching forest of strategic management. A myriad of field-based insights and team-focused examples serve as a launchpad for collaborative discussions grounded in real-world dynamics. Readers will learn how to implement strategic management principles effectively, maximizing both individual and collective potential.With chapters supporting a modular executive education program, this exciting new title will also be a valuable resource for MBA students, advanced undergraduates, future business leaders, consultants, and reflective practitioners.The work is fully supported by a variety of online resources including downloadable participant handouts and templates for key exercises, together with an adaptable core slide deck.

Collaborative Success in Dynamic Environments

Strategic Management for Teams

What does it take to succeed as a corporate trainer? Training Zen provides a clear roadmap rooted in evidence-based practices and field-tested across hundreds of organizations.Written for external facilitators, internal trainers, and L&amp;D specialists, Training Zen is a comprehensive guide to the knowledge, beliefs, skills, and practices that consistently bring outstanding results in training workshops. It also provides advice on planning and design, common problems and their solutions, as well as career development and the management of key professional relationships and business matters.Drawing on decades of experience as a training designer, facilitator, and trainer of trainers, author Truett Black reveals what the most effective practitioners do to make each learning event a success.

How to Build a Sustainable and Rewarding Career in Corporate Training and Facilitation

Training Zen

Tourism Transition to a More Just and Sustainable Future

Tourism, Global Crises and Justice

The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise

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