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How to Measure Customer Satisfaction

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company the ability to measure what your customers think of you is essential - and so is this book!

GBP 175.00

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Life Charms #JustBecause St. Christopher Will Keep You Safe Bracelet

Offer a heartfelt blessing of protection and safe travels with the #JustBecause St. Christopher Will Keep You Safe Bracelet. This meaningful Life Charms bracelet is a thoughtful way to express your care and wishes for a loved one's well-being. Crafted using silver-plated hypoallergenic materials, it is both stylish and comfortable to wear. The disc charm, embossed with a depiction of St. Christopher, the patron saint of travellers, serves as a constant reminder of protection and guidance. The accompanying gift card with the reassuring message "St. Christopher Will Keep You Safe" adds a personal touch, making this bracelet a cherished keepsake for anyone embarking on a journey or simply navigating life's path. Its elasticated design ensures a comfortable fit for all wrist sizes. #JustBecause St. Christopher Will Keep You Safe Bracelet. Part of the #JustBecause family of bracelets. Genuine Life Charms Bracelet. Crafted using silver-plated hypoallergenic materials. Features "St. Christopher Will Keep You Safe" on the gift card. Showcases a disc charm embossed with a depiction of St Chrisopher. Elasticated to fit all wrist sizes. Product code: 080BW.

GBP 15.00

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The Coaching Shift How A Coaching Mindset and Skills Can Change You Your Interactions and the World Around You

The Coaching Shift: How A Coaching Mindset and Skills Can Change You Your Interactions and the World Around You offers practical guidance on how to adopt a coaching mindset and how to build a coaching skill set to unlock better communication stronger relationships and high performance in others. Accessible and practical the book draws on research from coaching neuroscience cognitive psychology social psychology and industrial-organizational psychology to provide the best science-based practices that can be applied in work and life. It presents core coaching skills that anyone can develop and use to improve their own emotions thoughts behaviors and interactions with others. It uses levels of analysis to help readers think about key concepts first in relation to themselves and then in 1:1 interactions group and team dynamics organizational-level impact and beyond. The book offers specific and tangible advice for readers to develop their coaching and communication skills while also developing a deeper understanding of themselves. The Coaching Shift with its clear tone anecdotal references and practical application will be essential reading for coaches in practice and in training and for academics and students of coaching and coaching psychology. These concepts and practices are also relevant for anyone who wants to have more effective interactions with others. | The Coaching Shift How A Coaching Mindset and Skills Can Change You Your Interactions and the World Around You

GBP 22.99

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Climate Positive Business How You and Your Company Hit Bold Climate Goals and Go Net Zero

This is the decade for climate action. Internal and external stakeholders demand action. How we choose to act in the next ten years will determine our foreseeable future. Businesses hold a critical role for climate futures. The need for businesses to reduce their carbon footprint is now unquestioned but how to achieve reductions in a credible way is neither clear nor easy once you’ve tackled the obvious energy culprits. Climate Positive Business lays out the path of business climate strategy highlighting how your business must set goals measure impact and improve performance. Greenhouse gas protocols can instruct you on the core accounting process that lies at the heart of climate strategy. At least as important to success are the details that protocols don’t tell you: the sticking points; the areas of controversy and the best practices. Rooted in real experience and written in an entertaining and engaging style this book provides you with the tips tools and techniques to tackle your company’s carbon footprint and it helps you do so in a way that is credible and appropriately ambitious to meet stakeholder expectations. The book will equip you with tools to think critically about GHG reduction carbon offsets and carbon removal as well as help ensure we collectively implement real solutions to slow and eventually reverse the climate crisis. It includes lessons learned from real-world consulting projects and provides a plan of action for readers to implement. A go-to book for business looking to understand manage and reduce their carbon footprint it is an invaluable resource for sustainable business practitioners consultants and those aspiring to become climate champions. | Climate Positive Business How You and Your Company Hit Bold Climate Goals and Go Net Zero

GBP 31.99

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How Organisations Measure Success The Use of Performance Indicators in Government

Throughout the 1980s the British Civil Service devoted much time and energy developing indicators to measure the performance of government. Never before had so much stress been placed on accountability and performance; a trend which will be reinforced as government continues to devolve activities to agencies and looks for methods to assess their performance. How Organisations Measure Success analyses existing methods from their origins in the 1960s to their revival in the 1980s as part of the Financial Management Initiative and its apotheosis in the 1990s Next Steps Initiative. How Organisations Measure Success reports on two years of field research funded by the Economic and Social Research Council and will be of great interest to students of social policy and public administration as well as professionals working in government and public sector management. | How Organisations Measure Success The Use of Performance Indicators in Government

GBP 175.00

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Freedom to Choose How to Make End-of-life Decisions on Your Own Terms

Freedom of Information in a Post 9-11 World is to date the first international scholarly examination of the impact of the terrorist attack on the United States in terms of how it may alter academic and corporate research as well as the sharing of information generated by that research by international colleagues in technological fields. The collection of essays brings together a widely varied panel of communications experts from different backgrounds and cultures to focus their expertise on the ramifications of this world-changing event. Drawing upon the related but separate disciplines of law interpersonal communication semiotics rhetoric management information sciences and education the collection adds new insight to the potential future challenges high-tech professionals and academics will face in a global community that now seems much less communal than it did prior to September 11 2001. In Freedom to Choose: How to Make End-of-Life Decisions on Your Own Terms young persons baby boomers and senior citizens alike will find the information they need to make intelligent informed and well-planned decisions about end-of-life care and to clearly state their wishes based on personal cultural religious and family values. In direct and simple language Dr. Burnell describes how to prepare for a smooth transition to end-of-life care and what to do to prevent family conflicts overcome death fears and anxiety and achieve peace of mind for our loved ones and ourselves. The book gives practical advice on how to make decisions about end-of-life care and how to prepare a living will and durable power of attorney for health care. Dr. Burnell provides guidelines at the end of each chapter on what to consider before preparing these important documents: how to preserve one's rights as a patient; how to choose the right doctor; the best place to be when critically ill; the laws governing advance directives; and the best alternatives for end-of-life care such as good pain control and assisted dying (where this is legal). Freedom to Choose provides a user-friendly approach to facing these difficult decisions. It includes extensive lists of resources and organizations and a glossary necessary for understanding the issues at hand. As this book makes clear preparing an advance directive and knowing all the available options at the end of life are the most important steps for achieving peace of mind. The primary audience is anyone young or old who needs to prepare a set of advance directives: healthy people for themselves or their loved ones who are seriously ill or on life support and people with a terminal illness. The secondary audience is health professionals who deal with people in end-of-life care or with decision-makers on end-of-life issues: primary care physicians; nurses; geriatricians; psychiatrists; hospice doctors nurses and volunteer staff; caregivers for the seriously ill; oncologists; interns and residents; counselors; family therapists; psychologists; social workers who work with the dying and bereaved; attorneys; thanatologists; estate planning advisors; senior citizen center staff; college teachers in death and dying courses; professionals taking courses in psychology gerontology thanatology nursing and social work. | Freedom to Choose How to Make End-of-life Decisions on Your Own Terms

GBP 39.99

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AI and the Project Manager How the Rise of Artificial Intelligence Will Change Your World

Enabling project managers to adapt to the new technology of artificial intelligence this first comprehensive book on the topic discusses how AI will reinvent the project world and allow project managers to focus on people. Studies show that by 2030 80 percent of project management tasks such as data collection reporting and predictive analysis will be carried out by AI in a consistent and efficient manner. This book sets out to explore what this will mean for project managers around the world and equips them to embrace this technological advantage for greater project success. Filled with insights and examples from tech providers and project experts this book is an invaluable resource for PMO leaders change executives project managers programme managers and portfolio managers. Anyone who is part of the global community of change and project leadership needs to accept and understand the fast- approaching AI technology and this book shows how to use it to their advantage. | AI and the Project Manager How the Rise of Artificial Intelligence Will Change Your World

GBP 31.99

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Lladro How Do You Do?

THIS ITEM IS MADE TO ORDER : CONTACT CUSTOMER SERVICES FOR ESTIMATED DELIVERY TIMES Due to this item being special order with ourselves and Lladro, a 35% non-refundable deposit will be taken. Meaning if you cancel your order or wish to return it, the deposit will be retained. Please ask a member of our team for more information. Size | 12 x 10cm

GBP 370.00

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Breadcrumb Legacy How Great Leaders Live a Life Worth Remembering

Foreword by Chip Conley Co-Founder of the Modern Elder Academy Legacy can seem far off and out of reach but it doesn’t happen at journey’s end and it’s not only for the rich and famous. Legacy is now and this book shows leaders how you can find and leave meaning on a daily basis. Jann E. Freed PhD introduces her Breadcrumb Legacy™ framework a radical but pragmatic approach made up of small actions you consciously take over time that accumulate into the trail or legacy you’ll leave behind. Breadcrumb Legacy is also a mindset an awareness of the impact you’re having on your relationships your organization and your family in every communication and interaction. This book is the guide to leaving a trail of meaning throughout your life and career. Based on in-depth interviews Breadcrumb Legacy provides inspiration and practical stories for living a life worth remembering. | Breadcrumb Legacy How Great Leaders Live a Life Worth Remembering

GBP 29.99

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You Will Win Poster

Typography print with the message 'You will win. Not immediately, But definitely. ' A motivational poster, perfect for the home office. The motif has a light, old-fashioned pink background with a grainy texture.

GBP 6.59

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Continuous Improvement in Higher Education How to Begin Your Institution’s Lean Journey

Is your college or university struggling with how to adapt to budget cuts changing student needs technology or regulatory changes? Do you have a program or staff assigned to help coordinate change efforts? Are you ready to become more proactive in how you react to the changes that affect your institution? Structured continuous process-improvement programs have benefitted manufacturing companies for decades but what works in manufacturing does not work the same way in education! This book written by a higher education Lean practitioner using real examples from higher education shows you how to create a continuous-improvement program specifically for higher education It walks you through the key steps for building your first-year continuous-improvement plan. It provides templates checklists and best practices to assist in your planning process. Whether you are a Lean novice or a current Lean/continuous-improvement practitioner this book will add tools to your tool kit and lay the groundwork for successful change initiatives. | Continuous Improvement in Higher Education How to Begin Your Institution’s Lean Journey

GBP 31.99

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Vogue How to Wash Your Hands Poster A4

Ensure that staff and guests are using proper hand-washing techniques, with this handy A4 poster. The poster features essential information on how to thoroughly clean hands, why hand hygiene is so important and before and after situations where individuals should wash their hands. This provides excellent, all-round information that helps to keep hygiene high and bacteria transfer low - improving the safety of your establishment. The poster is designed with a tear-resistant, durable and waterproof coating that allows for long-lasting, commercial use without the need for replacements. This coating also means that the poster is easy to clean and sanitise regularly - maximising overall hygiene. Thanks to the compact design, this poster can be easily placed at your handwashing stations or within public toilets where appropriate handwashing is vital.

GBP 0.00

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How To Wash your Hands Sign FJ978

GBP 4.58

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