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  Customer Care Excellence: How to Create an Effective Customer Focus , Hörbuch, Digital, ungekürzt, 656min

  Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement. ungekürzt. Language: English. Narrator: Karen Cass. Audio sample: https://samples.audible.de/bk/brll/009741/bk_brll_009741_sample.mp3. Digital audiobook in aax.

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  • Price: 9.95 EUR excl. shipping
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  A Guide to Eco-Anxiety: How to Protect the Planet and Your Mental Health , Hörbuch, Digital, ungekürzt, 410min

  The first book to tackle the growing phenomenon of eco-anxiety. Written by a psychoanalyst, with a foreword from Caroline Hickman from the Climate Psychology Alliance, this book offers emotional tools and strategies to ease anxiety by taking positive action on a personal and community level.A Guide to Eco-Anxiety outlines a manifesto for action, connection and hope. Showing how to harness anxiety for positive action, as well as effective ways to reduce your personal carbon footprint.The most powerful thing we can do to combat climate change is to talk about it and act collectively. But despite it being an emergency, most people don't bring climate change into conversation in everyday life.The book explores the health impact of experiencing eco-anxiety, grief and trauma, and signposts recommended treatments and therapies. It also tackles practical issues such as: why it's important to reduce plastic waste; parenting and the choice to have a family; which is more effective to bring your carbon footprint down, go vegan or fly less?The book will cultivate a pragmatic form of hope by offering a dynamic toolkit packed with practical ways to connect with community and systemic support, self-care practices to ease the symptoms of anxiety, and strategies to spread awareness and - crucially - bring about change. ungekürzt. Language: English. Narrator: Lisa Coleman. Audio sample: https://samples.audible.de/bk/acx0/208950/bk_acx0_208950_sample.mp3. Digital audiobook in aax.

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  • Price: 9.95 EUR excl. shipping
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  How to Be an Overnight Success , Hörbuch, Digital, ungekürzt, 294min

  Random House presents the audiobook edition of How to Be an Overnight Success by Maria Hatzistefanis, read by Janice Vee and with an introduction read by the author. 'You are not born an entrepreneur. It's a skill that you learn along the way.' When the skincare company Rodial launched its cult 'snake' serum, the press quickly called the business an 'overnight success'. However, Rodial's founder, Maria Hatzistefanis, had been toiling for 18 years, building the company from scratch in her bedroom. Now, the beauty boss sets out to demonstrate in this very accessible book that its success stemmed from sheer hard work, tireless efforts and a lot of patience. Fashion-loving Maria set out with a dream to build a beauty business and - despite not excelling at school and being fired from her first job - she has achieved it. She did it by dreaming big, working hard, surrounding herself with the best, taking risks, creating buzz and building her own personal brand, which is now a favourite with high-profile models and media personalities including Poppy Delevingne, Daisy Lowe and Kylie Jenner.  Crucially, she believes anyone can do this, and her book, brimming with good sense, great advice, tips and secrets - all presented in an easy, friendly style - shows how. ungekürzt. Language: English. Narrator: Maria Hatzistefanis - introduction, Janice Vee. Audio sample: https://samples.audible.de/bk/rhuk/003597/bk_rhuk_003597_sample.mp3. Digital audiobook in aax.

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  The Galápagos: A Natural History , Hörbuch, Digital, ungekürzt, 330min

  The natural and human history of the Galapagos Islands - beloved vacation spot, fiery volcanic chain, and one of the critical sites in the history of science The Galapagos were once known to the sailors and pirates who encountered them as Las Encantadas: the enchanted islands, home to exotic creatures and dramatic volcanic scenery. In The Galapagos, science writer Henry Nicholls offers a lively natural and human history of the archipelago, charting its evolution from deserted wilderness to scientific resource (made famous by Charles Darwin) and global ecotourism hot spot. He describes the island chain’s fiery geological origins as well as the long history of human interaction with it, and draws vivid portraits of the Galapagos’ diverse life forms, capturing its awe-inspiring landscapes, its understated flora, its stunning wildlife and, crucially, the origin of new species. Finally, he considers the immense challenges facing the islands and what lies ahead. Nicholls shows that what happens in the Galapagos is not merely an isolated concern, but reflects the future of our species’ relationship with nature - and the fate of our planet. PLEASE NOTE: When you purchase this title, the accompanying reference material will be available in your My Library section along with the audio. ungekürzt. Language: English. Narrator: James Adams. Audio sample: https://samples.audible.de/bk/adbl/016856/bk_adbl_016856_sample.mp3. Digital audiobook in aax.

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  • Price: 9.95 EUR excl. shipping
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  Empire of Cotton: A Global History , Hörbuch, Digital, ungekürzt, 1215min

  Sven Beckert's rich, fascinating audiobook tells the story of how, in a remarkably brief period, European entrepreneurs and powerful statesmen recast the world's most significant manufacturing industry, combining imperial expansion and slave labor with new machines and wage workers to change the world. Here is the story of how, beginning well before the advent of machine production in the 1780s, these men captured ancient trades and skills in Asia, combined them with the expropriation of lands in the Americas and the enslavement of African workers to crucially recast the disparate realms of cotton that had existed for millennia. We see how industrial capitalism then reshaped these worlds of cotton into an empire, and how this empire transformed the world. The empire of cotton was, from the beginning, a fulcrum of constant global struggle between slaves and planters, merchants and statesmen, farmers and merchants, workers and factory owners. In this as in so many other ways, Beckert makes clear how these forces ushered in the world of modern capitalism, including the vast wealth and disturbing inequalities that are with us today. The result is a book as unsettling as it is enlightening: a book that brilliantly weaves together the story of cotton with how the present global world came to exist. ungekürzt. Language: English. Narrator: Jim Frangione. Audio sample: https://samples.audible.de/bk/high/000888/bk_high_000888_sample.mp3. Digital audiobook in aax.

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  • Price: 9.95 EUR excl. shipping
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  Neuroscience for Coaches

  Many coaching tools and techniques are now well established, but how do they actually work? The third edition of Neuroscience for Coaches answers this question to help coaches and managers deliver greater value to clients and employees.Based on extensive research, Neuroscience for Coaches provides a clear explanation of the aspects of neuroscience that are relevant to coaching so coaches can describe to clients why particular techniques work and the benefits to be gained from using them. It also features interviews with Marshall Goldsmith, Susan Grandfield, Christian van Nieuwerburgh and Kim Morgan on topics including mindfulness and behaviour change in coaching.This fully updated third edition covers the latest neuroscientific research on key brain areas and their functions, such as the Prefrontal cortex and Amygdala which affect attention, processing and emotional regulation. With tips and insights throughout, it crucially demonstrates the ways in which coaches and managers who coach can use this information effectively and practically in their everyday work. Neuroscience for Coaches is a vital resource for improving coaching practice with the latest scientific developments, tools and techniques.

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  • Price: 25.99 EUR excl. shipping
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  Into the Light (eBook, ePUB)

  In New York Times-bestselling science fiction epic Out of the Dark, Earth beat back an alien invasion. Now we've got to make sure they don't come back, in Into the Light.The Shongairi conquered Earth. In mere minutes, half the human race died, and our cities lay in shattered ruins.But the Shongairi didn't expect the survivors' tenacity. And, crucially, they didn't know that Earth harbored two species of intelligent, tool-using bipeds. One of them was us. The other, long-lived and lethal, was hiding in the mountains of eastern Europe, the subject of fantasy and legend. When they emerged and made alliance with humankind, the invading aliens didn't stand a chance.Now Earth is once again ours. Aided by the advanced tech the aliens left behind, we're rebuilding as fast as we can.Meanwhile, a select few of our blood-drinking immortals are on their way to the Shongairi homeworld, having commandeered one of the alien starships...the planet-busting kind.At the Publisher's request, this title is being sold without Digital Rights Management Software (DRM) applied.

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  • Price: 5.99 EUR excl. shipping
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  History, Disrupted

  The Internet has changed the past. Social media, Wikipedia, mobile networks, and the viral and visual nature of the Web have inundated the public sphere with historical information and misinformation, changing what we know about our history and History as a discipline. This is the first book to chronicle how and why it matters. Why does History matter at all? What role do history and the past play in our democracy? Our economy? Our understanding of ourselves? How do questions of history intersect with today's most pressing debates about technology; the role of the media; journalism; tribalism; education; identity politics; the future of government, civilization, and the planet? At the start of a new decade, in the midst of growing political division around the world, this information is critical to an engaged citizenry. As we collectively grapple with the effects of technology and its capacity to destabilize our societies, scholars, educators and the general public should be aware of how the Web and social media shape what we know about ourselves - and crucially, about our past.

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  • Price: 19.99 EUR excl. shipping
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  Embryo Culture

  Assisted reproductive technologies have had a profound impact on biomedical research through transgenic animals, food supply and production, as wells as genetic gain of domestic species, and treatment of human infertility. While significant advances in embryo culture have occurred over the last few decades. In Embryo Culture: Methods and Protocols, expert researchers in the field detail many of the methods which are now commonly used to study human embryo culture. These include emerging methods and the impact of embryo culture on epigenetics and offspring health is presented to set the stage for future research and laboratory application involving embryo culture. Written in the highly successful Methods in Molecular Biology(TM) series format, chapters include introductions to their respective topics, lists of the necessary materials and reagents, step-by-step, readily reproducible laboratory protocols, and key tips on troubleshooting and avoiding known pitfalls.Authoritative and practical, Embryo Culture: Methods and Protocols seeks to aid scientists in the further study of this crucially important field of embryology and assisted reproductive technologies.

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  • Price: 115.99 EUR excl. shipping
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  Rethinking European Social Democracy and Socialism (eBook, ePUB)

  With a combined focus on social democrats in Northern and Southern Europe, this book crucially broadens our understanding of the transformation of European social democracy from the mid-1970s to the early-1990s. In doing so, it revisits the transformation of this ideological family at the end of the Cold War, and before the launch of Third Way politics, and examines the dynamics and power relations at play among European social democratic parties in a context of nascent globalisation. The chronological, methodological and geographical approaches adopted allow for a more nuanced narrative of change for European social democracy than the hitherto dominant centric perspective. This book will be of key interest to scholars and students of social democracy, the European Centre-left, political parties, ideologies and more broadly to comparative politics and European politics and history. The Introduction chapter of this book is available for free in PDF format as Open Access from the individual product page at www.routledge.com. It has been made available under a Creative Commons Attribution-Non Commercial-No Derivatives 4.0 license

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  • Price: 32.95 EUR excl. shipping

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