Über uns

À propos de nous

Open Access

Karriere

Carrière

Aboverträge Kündigen

Résiliation d’abonnement

Vertrag widerrufen

Résiliation de contrat 

Datenschutz

Protection des données

Impressum

Mentions légales

Barrierefreiheit

Accessibilité

Zahlung und Lieferung

Paiement et livraison

Libra

Was ist Libra?

C'est quoi Libra ?

Kostenlos testen

Tester gratuitement

LEXIA

LEXIA Arbeitsrecht

Was ist LEXIA?

C'est quoi LEXIA ?

LEXIA Familienrecht

Zeitschriften

Revues

recht

Pflegerecht

ZBJV

forumpoenale

ZStrR

Anwaltsrevue

Revue de l'avocat

RSAS

FamPra.ch

ASYL

Life Science Recht

BlAR

Sachbuch

Livres spécialisés

LOKI

Semaphor

Fokusthemen

Focus

Thema

Recht studieren

Arbeitsrecht

Droit du travail

Studium

Études

Familienrecht

Droit de la famille

Sozialversicherungsrecht

Droit des assurances sociales

Strafrecht

Droit pénal

Aktienrecht

Droit des sociétés anonymes

Persönlichkeitsrecht

Droit de la personnalité

Publikationen

Publications

Literatur

Digitales Angebot

Bücher

Livres

Buchreihen

Collections

Onlinemodule LEXIA

Modules en ligne LEXIA

recht.ch

Studienliteratur

Littérature pour les études

Swisslex

Dienstleistungen

Services

Dienstleistungen für

Corporate Books

Publishing Lösungen

Aktuelles

Geschäftskunden

Professionnels

Corporate Publishing

Content solutions

Buchhandlungen

Librairies

Veranstaltungen

Événements

Presse

Dozierende

Enseignants

Studierende

Étudiants

Inserierende

Annonceurs

Newsletter

Blog

Autorinnen/Autoren

Auteurs

Unsere Schreibenden

Hilfe

Unsere Autorinnen und Autoren

Liste

Autorenlounge

Espace des auteurs

Bei uns publizieren

Publier chez nous

Open Access Policy

Verlag

Éditions

Themen

Mehr wissen

Mitarbeitende

Collaborateurs

Geschichte

Histoire

Unser Magazin

Notre magazine

Vision und Mission

Vision et mission

Partner

Partenaires

Unternehmenskultur

Culture d'entreprise

Kontakt

Contact

Shop

Schweizer Recht

Ausländisches Recht

Über unseren Shop

Neuerscheinungen

Nouveautés

Sortiment & Suche

Catalogue & Recherche

Vorankündigungen

À paraître

Nach Rechtsgebiet

Par domaine juridique

Kommentare

Commentaires

Gesamtkatalog

Catalogue complet

Fachkatalog Recht

Catalogue de droit

Heppell M: See, Smile, Say Hello

See, Smile, Say Hello

Build Trust, Create Loyalty, Deliver Outstanding Service

When Did You Stop Caring?

What if the most powerful competitive advantage in business isn't your product, your price, or your process-but the way people experience working with you?
The Consultant Culture is built around a simple idea: extraordinary business begins when we stop thinking transactionally and start thinking relationally.
Whether you work in sales, leadership, customer service, operations, education, or somewhere far from the traditional front line, you influence the experience people have with your organization. That makes you part of the culture.
Drawing on lessons from more than two decades in education, sales leadership, entrepreneurship, and customer-facing work, Gerald "Chip" Williams explores what it means to become a trusted consultant-not simply someone who sells a product or completes a task.
Through practical principles, stories, questions, and real-world examples, The Consultant Culture explores how to:
¿ Listen before trying to solve
¿ Discover what people actually need
¿ Guide rather than pressure
¿ Collaborate instead of dictate
¿ Deliver on promises and close the loop
¿ Build trust before asking for commitment
¿ Create value before competing on price
¿ Play the long game in relationships
¿ Turn individual behaviors into organizational culture
At its heart, this isn't simply a book about selling.
It's a book about how we choose to do business.
Customers remember how organizations make them feel. Employees notice whether stated values actually show up in everyday behavior. Trust is built-or lost-in hundreds of seemingly small interactions.
Culture is created in those moments.
And everyone has a role in creating it.
Take care of people, and the business has a way of taking care of itself.

The Consultant Culture

Two coffee shops, same block, same prices. One has a line out the door. The Guest Mindset shows you why - and how to become that business.

Price can be undercut. Product can be copied. What a bigger, better-funded competitor structurally cannot copy is the specific, felt experience of walking into your business and feeling like a genuine guest instead of a transaction. The Guest Mindset is a practical, no-budget-required playbook for building that experience deliberately, so it shows up in repeat visits, referrals, and reviews - not just good intentions.

Written for small business owners in any customer-facing industry, this book walks through every touchpoint a customer experiences with your business and shows you how to rebuild it around genuine hospitality, one concrete habit at a time.

What's inside:
- The "fresh eyes" method for finally seeing your own business the way a first-time customer does
- Why the first ninety seconds of any interaction shape everything that follows - and how to nail them
- The LAST framework for turning complaints into your most loyal customers
- How to design small, unexpected surprises that generate real word-of-mouth
- A practical guide to hospitality online: reviews, DMs, and digital first impressions
- A natural, non-pushy way to ask for referrals that customers actually follow through on
- A thirty-day rollout plan to put the whole system into practice starting this week

The Guest Mindset

This book is grounded in the Customer Experience Professionals Association (CXPA) framework and addresses the core questions CX practitioners face across its domains. It explores how to design experiences that endure (Customer Understanding &amp; Experience Design), how to align strategy, culture, governance, and metrics to consistently deliver on the brand promise (CX Strategy, Culture &amp; Accountability, Metrics &amp; Measurement), and how to mobilize people, processes, and creative capabilities to drive innovation and sustainable growth (Organizational Adoption &amp; Enablement).

The Nine Golden Rules for CX Success

What if the secret to extraordinary success isn't working harder-but creating moments people never forget?
In Creating Magic, motivational speaker, educator, and business coach Sam Burns shares the principles that transformed more than four decades in the service industry into a career built on connection, leadership, and unforgettable experiences.
Through heartfelt stories, practical strategies, and real-world lessons, Sam reveals how anyone-from hairstylists and salon owners to restaurant servers, healthcare professionals, retailers, hospitality teams, and business leaders-can turn ordinary interactions into extraordinary moments that build trust, loyalty, and lasting success.
Inside you'll discover how to:
¿ Inspire confidence and self-worth
¿ Build connections that last
¿ Lead with purpose and positive energy
¿ Create experiences people will never forget
¿ Grow a business rooted in relationships, reputation, and genuine care
Whether you're leading a team, serving clients, or looking to make a greater impact in your career and life, Creating Magic will challenge you to see every interaction as an opportunity to change someone's day-and perhaps even their life.
Because people may forget what you did, but they'll never forget how you made them feel.

Turning Ordinary Service into Extraordinary Experiences

Creating Magic

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

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,&nbsp;Be a Sequoia, Not a Bonsai&nbsp;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>&nbsp;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.&nbsp;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."&nbsp;—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

What if your knowledge base could be the most valuable player in your customer service operation? For too many companies, the knowledge base (KB) is an afterthought, often a chaotic collection of outdated documents scattered across systems like Sharepoint or OneNote, managed by someone already juggling multiple other roles. This "digital landfill" makes it nearly impossible for agents or customers to find the information they need, leading to frustrating "swivel chair" experiences and costly mistakes. Without a well-structured and maintained KB, inefficiencies run rampant, customer satisfaction plummets, and promising AI implementations fail to deliver because they're built on "garbage" data.
 
But it doesn't have to be this way. You don't need a massive budget, a dedicated team, or years of expertise in formal knowledge management frameworks to build a KB that truly makes a difference. By applying a DIY, MVP (Minimum Viable Product) approach, you can create a foundational system that empowers agents, delights customers, and provides a solid base for future growth, including effective AI tools. This practical recipe borrows essential principles from methodologies like KCS and Agile, focusing on actionable steps for assessment, planning, building, and continuous improvement, demonstrating tangible ROI through metrics like reduced average handle time, increased first contact resolution and better AI outcomes. It's about putting people first - empowering contributors and curators, and valuing the crucial feedback from your frontline knowledge users.
Are you ready to transform your disorganized knowledge into the strategic asset your contact center needs?

A Practical Guide for Customer Service Knowledge Management (2nd Ed.)

MVP KB

Understand and learn to respond to the global and local crises shaping the tourism industry. Crisis Management in Tourism by Kyriaki Glyptou is a comprehensive textbook designed for upper-level undergraduate and postgraduate students studying tourism, hospitality and event management. Aligned with modules on crisis management and sustainable tourism, it provides a structured framework for understanding how crises impact destinations, organizations and various stakeholders. Taking a multidimensional approach, this textbook explores why traditional crisis management models often fail in high-stakes tourism contexts. This textbook: -Examines nine interconnected dimensions in managing a crisis response: the legal, operational, financial, communication, strategic, reputational, political, ethical and human factors -Explores the contemporary challenges reshaping the industry, including climate change, geopolitical instability and community resistance to tourism -Includes real-world examples from VisitBritain, the Greek National Tourism Organization, TUI and Jet2, alongside crisis events such as the 2019 Australia wildfires &gt;This textbook equips students with the knowledge and practical skills needed to navigate crises, make decisions in dynamic, uncertain environments and build resilience in a rapidly changing global tourism industry.

Principles and Practices for Strategic and Resilient Planning

Crisis Management in Tourism

What if the business you're working so hard to build is quietly taking you further away from the life you actually want?

More clients. More revenue. More opportunities. More growth.

They're all worth pursuing. But somewhere along the way, many business owners discover that more does not automatically mean better.
Clients for Life is about building a different kind of business, one that grows through stronger relationships, clearer priorities, thoughtful systems and genuine contribution, without losing sight of the life the business was supposed to support in the first place.

Drawing on more than two decades of real-world experience in business, real estate, hospitality, leadership and entrepreneurship, Marc Cottrell explores the principles that help turn one-off transactions into lasting relationships and busy businesses into more intentional ones.

You'll discover how to:
Define what success actually means to you, and build around it
Focus on the vital 20% instead of being consumed by the noise
Create clients who return, refer, advocate and remain part of your world
Build trust by coming from a place of contribution
Use systems to make care and follow-up more consistent, not less human
Stop relying on memory, good intentions and constant personal heroics
Use technology to create more space for meaningful human relationships
Play the long game, allowing trust, reputation and good decisions to compound



This isn't a book about hacks, relentless hustle or squeezing more productivity from every waking hour.

It's about making better choices.

About working smarter on the things that genuinely matter.

About creating a business that serves your clients exceptionally well while also serving the life you want to live.

Whether you're building your first business, trying to grow without adding more complexity, or you've already achieved success but find yourself questioning what comes next, Clients for Life will help you step back, regain clarity and build with greater intention.

Because the goal isn't simply to build a bigger business.

It's to build a better one, and a life you don't need to escape from.

Clients for Life

How businesses learned to know everything about their customers, and still forgot how to understand them

The World Of Customer Experience

Rooted in Service

The Rhythm and Blues of Service is grounded in history, rooted in music, steeped in love, and built for the real work of serving people well. This customer service guide delivers practical strategies without the corporate jargon - taking readers on a journey from mastering the first impression to turning a complaint into a loyalty win, with a powerful soundtrack playing in the background. Although written with the Black experience at its heart, the principles inside are practical, transferable, and valuable to anyone who serves people for a living.This is more than a book you read; it is an experience you have. Each chapter opens with a lyric that sets the tone, then moves through real-world scenarios, guided reflection prompts, and Sound Check assessments that help you measure your progress and hold yourself accountable. By the time you finish, you will know what good service looks like, exactly where you stand and what to do next.The Rhythm and Blues of Service was written with Black businesses, organizations and institutions in mind, however the specific tools and strategies provided are available for anyone to use and benefit from.

A guide to culturally rooted service strategies that create success for Black businesses and organizations

The Rhythm and Blues of Service

See, Smile, Say Hello

Weitere Titel zum Thema