Bill Price Boeken

Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons. This book will help any customer-facing organization deliver better customer experiences, save money, and increase revenue. Veteran customer service experts Bill Price and David Jaffe, coauthors of the bestseller The Best Service Is No Service, explain how organizations can design products, sales, and support so that customer effort is reduced or, better still, removed. This simplicity for the customer is what Price and Jaffe call frictionless. The book defines a straightforward methodology, drawing on more than thirty practical examples from leading companies across four continents. The approach provides a radically different way for the whole business to focus on the customer experience. It explains how any organization can look at all customer interactions as potential opportunities for improvement and question whether they are helpful or represent symptoms of friction. Lower friction innovators are disrupting established businesses in every industry. This detailed guide shows how any business—from start-ups to major multinational corporations—can remove friction. Being frictionless has become a strategic necessity, and now this strategy is available to any organization.

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. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences

In this cynical age, in which we are constantly reminded of our mistakes, perhaps it is worth recognizing that we are capable of greatness. Some of the decision-makers featured in this book were well aware of the gravity of what they were doing; others had no idea at all. Some were rich and powerful; others were ordinary people who found themselves in extraordinary circumstances. From our unknown ancestors who first modified pieces of stone to make more sophisticated tools to those people in Northern Ireland who put aside their differences to create a better future, we take a look at fifty stories of people who, when faced with crucial decisions, got them right.

MYSTERIES THAT HAVE PUZZLED THE GREATEST SCIENTISTS Astonishing advances in science have transformed our lives. And yet, for now, solutions to some fundamental questions still lie tantalizingly out of reach. Here at the cutting edge of science truth is often stranger than fiction, and luminaries race to find answers that could win them Nobel Prizes or create unimaginable new problems.

A fascinating guide to the edibles that - though now taken for granted - have had a great impact on the development of modern civilization. Beginning with our ancient hunter-gatherer ancestors, this gastronomic odyssey takes us right up to the genetically modified foods of the future. Discover how sugar fuelled the transatlantic slave trade, why an oaty biscuit was so important to the Allied First World War effort and how a simple soup can came to be the inspiration for a modern work of art.--COVER.

n this age of information, a vast body of knowledge comes easily to hand. With the internet and 24 hour rolling news, scientific breakthroughs and technological innovations, DNA analysis and CCTV cameras we may fool ourselves into thinking that we know all there is to know. This is of course hubris. In reality, the world is full of grey areas and enigmas, of unsolved mysteries and unresolved stories, ones which can fascinate, intrigue and occasionally annoy us in equal measure.

Fragments of the rich and complex mythology of the ancient Celts of pre-Roman Europe were preserved in the monasteries of early Christian Ireland and in stories first written down in medieval Wales. The exploits of Cúlchulainn and Fionn mac Cumhaill and of Deirdre and Rhiannon have their roots in the Iron Age and have come down to us from the tales of Celtic bards and storytellers. The myths relate epic stories of heroic ancestors, when the divine and mortal realms were intimately bound up with each other and gods and goddesses inhabited the natural world. 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. Along the Atlantic coast of Western Europe aspects of the oral culture of the Celts persisted against the tide of history and into the modern age. The languages and traditions of Ireland, Scotland, Wales, the Isle of Man, Cornwall, and Brittany, together with the surviving myths, provide glimpses back into the Celtic world and are a continuing connection to a culture otherwise known through archaeology and the accounts of classical authors.

Publikácia sa vydáva po stopách 50 nevyjasnených historických udalostí a príbehov v dávnej i nedávnej minulosti. Skúma temné miesta skutočných prípadov od smrti Tutanchamóna po zrútenie Air France 447, od zániku mayskej civilizácie po Priorstvo Sionu, od zvitkov od Mŕtveho mora po stratené nacistické zlato či atentát na J. F. Kennedyho, od vrážd Jacka Rozparovača po kauzu Butch Cassidy a Sundance Kid alebo útek z Alcatrazu. Očarení vyspelou vedou a technikou občas podliehame ilúzii, že vieme všetko. Svet je však plný temných zákutí a tajomstiev, nevyriešených záhad a príbehov, ktoré sa celé roky vzpierajú vysvetleniu. Rozlúštenie často odporuje akýmkoľvek rozumným úvahám. A to nás k týmto nedokončeným príbehom tak mocne priťahuje. Kniha sa pokúša vniesť do otvorených prípadov trocha svetla, hoci definitívne riešenia asi nikdy neodhalíme. Napokon, svet by bol isto nudný, ak by nám bolo všetko jasné...

»Supermarktregale, die von Lebensmitteln aus aller Welt überquellen, sind für uns heute eine Selbstverständlichkeit. Wenn wir einen Moment lang innehalten und darüber nachdenken, wo all diese Waren herkommen und wie sie so praktisch verpackt in den Regalen landen, wird uns der Zusammenhang zwischen der Nahrung, die wir zu uns nehmen, und unserer Lebensweise erst richtig bewusst. Ernährung ist etwas Unverzichtbares, ein Genuss für viele und eine Sucht für manche. Nahrung kann uns zueinander führen und zuweilen auch trennen, sie prägte jedoch stets Kulturen und Gesellschaften. In diesem abwechslungsreich bebilderten Buch werden auf ebenso informative wie unterhaltsame Weise die 50 wichtigsten Lebensmittel und ihr Einfluss auf Geschichte und Wirtschaft dargestellt.«