Bøger af Martha Rogers

When Abby's friend, Ellie's pearl earrings and necklace come up missing, Abby and Ben find themselves off on another sleuthing escapade with Harry, their retired detective friend. This time the whole population of Springhill Terrace is under suspicion, including all the employees. When the police arrest Maria, one of the assistants in the assisted living wing, Ben and Abby jump to her defense, positive she isn't the thief. After proving her innocence, they set several traps to catch the thief, but each one fails. After Abby remembers another incident involving nursing home thefts, she comes up with a theory that leads the trio to a most unlikely and surprising answer.

Not so long ago, being reasonably trustworthy was good enough. But soon only the extremely trustworthy will thrive. In the age of smartphones and social networks, every action an organization takes can be exposed and critiqued in real time. Nothing is local or secret anymore. If you treat one customer unfairly, produce one shoddy product, or try to gouge one price, the whole world may find out in hours, if not minutes. The users of Twitter, Yelp, and similar outlets show little mercy for bad behavior. The bar for trustworthiness is higher than ever and continues to rise. Bestselling authors Don Peppers and Martha Rogers, Ph.D., argue that the only sane response to these rising levels of transparency is to protect the interests of customers proactively-even if that requires spending extra money in the short run to preserve your brand reputation in the long run. The payoff of generating extreme trust will be worth it. With a wealth of fascinating research as well as practical applications, this book will show you how to earn-and keep-the extreme trust of everyone your company interacts with.

This classic article shows how to make mass customization and efficient and personal marketing work by putting the producer and consumer in a "e;learning relationship."e; Over time, this ongoing relationship allows your company to meet a customer's changing needs over time. Furthermore, as your company develops learning relationships with its customers, it should be able to retain their business virtually forever.

How empowered customers and employees can be great for your business When employees can leap tall hierarchies in a single click, it not only flattens their org chart, but also elevates the importance of your corporate culture, transforming it into a management tool and a competitive advantage.