Beyond the Experience Experiments blog, Alec Dalton's writings include several best-selling books.
From restaurants to resorts, the hospitality industry demands strong operations management to delight guests, develop employees, and deliver financial returns. This textbook provides students and practitioners with fundamental techniques and tools to analyze and improve operational capabilities of any hospitality organization.
Edited by Alec and Drs. Peter Szende and Michelle (Myongjee) Yoo, this book spans a breadth of topics critical to today's operations leaders. Each chapter - written by leading experts - surveys key theories, frameworks, and industry examples, with additional depth achieved through engaging learning features.
Uniquely, the book is set out in standalone chapters that can be digested individually or together; allowing flexibility for instructors and readers seeking to learn specific subject matter. Whether a student preparing for their career, or a professional seeking tools, readers will gain valuable knowledge from Operations Management in the Hospitality Industry.
Edited by Alec and Drs. Peter Szende and Michelle (Myongjee) Yoo, this book spans a breadth of topics critical to today's operations leaders. Each chapter - written by leading experts - surveys key theories, frameworks, and industry examples, with additional depth achieved through engaging learning features.
Uniquely, the book is set out in standalone chapters that can be digested individually or together; allowing flexibility for instructors and readers seeking to learn specific subject matter. Whether a student preparing for their career, or a professional seeking tools, readers will gain valuable knowledge from Operations Management in the Hospitality Industry.
In this first volume of the best-selling Customer Experience series, 22 leading CX professionals share their world-class philosophies, proven strategies, and expert insights for achieving customer success.
From the cultivation of customer-centric cultures to the curation of marketing metrics, this book covers the breadth of CX strategy. Business leaders seeking to dramatically enhance their products and services will find ample tips, techniques, and other takeaways. In Alec's section, readers will specifically learn a five-step framework for improving the quality of customer experiences. |
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Accolades
"100 Best Customer Experience Books of All Time" (BookAuthority) "Best New Customer Experience Book" (BookAuthority) #1 Hot New Release (Amazon)
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Now available digitally, this sequel to the bestseller Customer Experience presents even more perspectives from top CX professionals. Readers will explore an array of topics on the cutting-edge of CX strategy, from the role of behavioral science in experience design to best-practices for building effective CX business cases.
24 industry leaders lend their voices in Customer Experience 2, which was edited by Naeem Arif, Ian Golding, and Andrew Priestley, and which includes a forward by Greg Melia, CEO of the Customer Experience Professionals Association. Alec's contribution focuses on CX metrics and measurement. He translates Armand Feigenbaum and Joseph Juran's theories on "the cost of quality" in a manner that applies to building CX business cases. Readers will learn how to identify and balance the costs of "good quality" and "poor quality," in pursuit of optimal investments. |
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Accolades
"7 Best New Customer Experience eBooks to Read in 2021" (BookAuthority) "10 Books Every CX Leader Should Read in 2021" (Qualtrics) #1 Hot New Release (Amazon)
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