Description : The Customer is the ultimate driver of a business. Customers buy products and services that give them more value and this value is what gives one company the winning edge over another. Using the unique Customer-in-Center concept, this pathbreaking book explains how investing in Customer Value can increase the market share and profitability of a company. It shows companies how they can be driven by Customers and their needs, and how sustained business success can be achieved through Customer Value Investment. In addition to clearly explaining key terms and basic concepts—insightfully illustrated with caselets, tables, graphs and key points in each chapter—the book explains how companies can: - Move beyond Customer management and satisfaction to loyalty - Become market leaders and improve business results - Understand the value they provide to Customers - Improve service quality and loyalty - Set up Customer-Circles and build Customer Conduits - Understand competitive strategies and pre-empt competition - Measure Customer capital
Description : By the time I decided to start writing this book, I had worked in the HVAC & R industry for more than forty-five years. In this span of time, I had worked as a service technician in an NYC service company and as a trade instructor in several schools (see profile). I had written books and works; among them are RAC & E test-books, preparation for the EPAs certification, and the RMO's License for the NYC Fire Department, which had been used in the schools in which I worked. Regardless of the years that had passed, the refrigeration system used in Air Conditioning, systems as well as in Commercial Refrigeration, Domestic Refrigeration, etc., and in the equipment in general used today contains the same mechanical-electrical components as then.
Description : The 21st century has seen leaders of all types failing in their efforts to earn the respect, trust, and confidence of their employees, customers, and society. This unique book explains how and why leaders fail to earn the trust of others and why ethics, integrity, and moral behaviour are so critically important for leaders of today and tomorrow. More importantly, it also provides a perspective for helping leaders to understand how they can earn the trust, followership, commitment, and extra-role behaviour so critical for success in today’s globally competitive work world.