Particle Laden Flow From Geophysical to Kolmogorov Scales ERCOFTAC Series 11 2007th Edition by Bernard Geurts, Herman Clercx, Wim Uijttewaal ISBN 1402062176 978-1402062179

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Product details: 

ISBN 10: 1402062176

ISBN 13: 978-1402062179

Author: Bernard Geurts, Herman Clercx, Wim Uijttewaal 

This book contains a selection of the papers that were presented at the EUROMECH colloquium on particle-laden flow held at the University of Twente in 2006. The multiscale nature of this challenging field motivated the calling of the colloquium and reflects the central importance that the dispersion of particles in a flow has in various geophysical and environmental problems. The spreading of aerosols and soot in the air, the growth and dispersion of plankton blooms in seas and oceans, or the transport of sediment in rivers, estuaries and coastal regions are striking examples.

Table of contents: 

• Introduction

  • The Importance of Customer-Centric Leadership
  • Understanding the Role of a Chief Customer Officer (CCO)
  • Why Customer Experience Is More Than Just a Department

• Part 1: The Customer-Centric Mindset

  • Chapter 1: Beyond Lip Service: Moving to Action
    • The Pitfalls of Customer Experience “Lip Service”
    • How to Shift From Talking About Customers to Truly Serving Them
  • Chapter 2: The Case for a Chief Customer Officer
    • The Rise of the CCO Role in Modern Organizations
    • Key Responsibilities and Skills of a Chief Customer Officer
  • Chapter 3: Building a Customer-Centric Culture
    • Developing Shared Values Around Customer Service
    • Organizational Alignment Around Customer Goals

• Part 2: Creating a Strategy for Customer Experience

  • Chapter 4: Understanding Your Customers Deeply
    • Listening to the Voice of the Customer (VOC)
    • Conducting Customer Research and Gathering Insights
  • Chapter 5: Crafting a Customer Experience Vision
    • Defining What Great Customer Experience Looks Like
    • Aligning the Vision With Business Strategy
  • Chapter 6: Building a Cross-Functional Customer Experience Strategy
    • Breaking Down Silos to Drive Collaboration
    • Involving Every Department in Customer Experience Efforts

• Part 3: Operationalizing Customer Experience

  • Chapter 7: Transforming Customer Service Operations
    • Overhauling Customer Service for Efficiency and Excellence
    • The Role of Technology and Automation in Customer Service
  • Chapter 8: Metrics and KPIs for Customer Experience
    • Defining Success: Key Metrics for Measuring Customer Satisfaction
    • Building Dashboards and Reporting Systems to Track Progress
  • Chapter 9: Training and Empowering Employees
    • How to Train Frontline Employees for Exceptional Service
    • Empowering Employees to Make Customer-Centric Decisions

• Part 4: Leading the Change

  • Chapter 10: Overcoming Organizational Resistance
    • How to Address Challenges and Resistance to Customer-Centric Initiatives
    • Building Support From Leadership and Key Stakeholders
  • Chapter 11: Sustaining Momentum: Turning Customer Service Into a Continuous Improvement Process
    • Moving from One-Time Projects to Ongoing Customer-Centric Practices
    • Creating Feedback Loops for Continuous Service Improvement

• Part 5: Case Studies and Success Stories

  • Chapter 12: Learning From the Best: Case Studies of Successful Customer-Centric Transformations
    • Real-World Examples of Organizations That Have Successfully Embedded Customer-Centric Practices
    • Lessons Learned and Key Takeaways for CCOs

• Conclusion

  • The Future of Customer-Centric Leadership
  • Final Thoughts on Becoming a Passionate Advocate for Customers

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Bernard Geurts,Herman Clercx,Wim Uijttewaal,Particle,Kolmogorov