Uncommon Service - How to Win by Putting Customers at the Core of Your Business

Anne Morriss, Frances Frei

Beschreibung

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: How do customers define excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price? How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves? How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture? How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.

Verfügbar seit: 17.01.2012.

Handel & Wirtschaft

Weitere Bücher, die Sie mögen werden

Summary of Robert B Cialdini’s...

Falcon Press

Summary of Robert B. Cialdini’s PhD Influence examines the compliance methods by which marketers, salespeople, and others, such as cult leaders, pressure people into doing things they would not otherwise do. There are six basic compliance tools: reciprocity, consistency, social proof, liking, authority, and scarcity. Readers can learn specific techniques to resist each…

Zum Buch

Success Rituals - Use Empowering...

Empowered Living

Do you want to become successful? 
Do you feel that there is more to life than what you are presently enduring? 
Has it crossed your mind more than once that maybe you are doing things the wrong way? 
You need a new approach to ensure you give life your best shot at becoming one of the individuals that history can never forget. 
You can make your indelible mark on the line of history as a successful person by using some Success Rituals. 
Success Rituals shares insight into steps that successful individuals conduct daily and some that you might want to implement into your life. 
The natural order of life is that things go through stages. 
Success Rituals are processes that individuals use to become prosperous. 
Achievements during the stages are different for everyone. However, there are similarities in each stage of the Success Rituals, just as how there are similarities in the stages to produce a child, but the outcome differs. 
Success Rituals have certain fundamentals that every successful individual had to do, and some which they had to learn how to overcome. 
It is time to discover empowering Success Rituals, which will assist you to conquer your fears and progress on your destined journey of prosperity.

Zum Buch

Wisdom for Winners Series - An...

Jim Stovall

Over 12 hours of nuggets of wisdom for the busy professional and entrepreneur. For more than a decade, Jim Stovall’s “Winner’s Wisdom” syndicated columns have been read and studied by highly successful people around the globe. Now, this same wit, wisdom, and millionaire experience is available for you in this three-volume series of audiobooks. Listen to one chapter per day on the daily commute, while on vacation or in your favorite chair. Sound advice from someone who has been there. This is the first time this series has been offered in a bundled set.

Zum Buch

Back to Business - Finding Your...

Nancy McSharry Jensen, Sarah...

Back to Business makes returning to the workforce accessible for anyone who believes that finding a decent job after taking a career break is impossible.
When on the hunt for a job, make sure your LinkedIn profile is just as polished and updated as your resume. If you aren’t getting responses from recruiters, chances are your profile is missing pertinent keywords that bots aren’t selecting. In addition, dress codes have changed too, so you’ll need to know new technologies such as Slack and Google+ Hangouts. If you have no idea what any of this means, YOU’RE NOT ALONE.
You’re one of the forty-five percent of women who, after taking a career break, quickly discovered that the job search has changed rapidly in the last decade. With new modes of communication, rules of discoverability and expectations, this book lays out a clear path for anyone ready to re-enter the workforce.
Getting started is much easier when you know what the first step should be. In Back to Business, career coaching and re-entry experts Nancy McSharry Jensen and Sarah Duenwald, have put together a guide for women returning to the workplace.
Practical and easy to understand, Back to Business teaches you how to:Identify and talk about what you want.Understand your personal brand and how your skills translate to your new career.Become professionally relevant and gain confidence in returning to the workforce.Look for job opportunities while being productive and intentional with your time.
Nancy and Sarah understand through first-hand experience the anxiety of returning to work. They have helped hundreds of women facing the job search process to overcome the anxiety of what is often overwhelming life change.

Zum Buch

Boom - Bridging the Opportunity...

Craig Hall

For decades, the United States has been experiencing a shocking decline in the number of new business start-ups—and it has gotten worse since the Great Recession. While new business formation in Silicon Valley, New York, and Boston is booming, entrepreneurship in most of the country—particularly rural regions—is declining. Things are even worse for women and people of color. This is of paramount importance to the United States because start-ups account for all new net-job growth, champion innovation, and strengthen our middle class. From the perspective of an entrepreneur with more than fifty years of experience in diverse industries—from software to real estate to winemaking—author Craig Hall provides his expert evaluation on the challenges facing entrepreneurs today. After careful analysis defining the current environment for startups, Hall optimistically concludes with specific strategies for go-getters to successfully bridge the opportunity gap. We can, and must, reverse these trends in order to level the playing field for entrepreneurs to safeguard the future of the American Dream.

Zum Buch

Business Breakthrough 30 -...

Ken Gavranovic, Lee Atchison

Do you want to create a thriving organization that attracts and retains top talent?  
"Thoughtful and complete systems ensure the smooth running of your business. Business Breakthrough 3.0 is a powerful and pragmatic guide to the systems and processes to be successful in business, no matter your role.” 
Colin Bodell - CTO Bazaarvoice - Former VP Amazon, VP Shopify 
In this groundbreaking book, business and technology experts Lee Atchison and Ken Gavranovic draw on their combined 60 years of experience to provide a step-by-step methodology for clarifying how your company operates and uncovering the entrenched patterns that are holding you back. Say goodbye to leading by gut instinct and hello to putting your key business data to work. 
Based on their work with hundreds of leaders worldwide, the authors have developed the Business Breakthrough 3.0 approach, which leverages the universal motivational drivers embedded in every person and uses data to identify what's working and what's not within your company. This proven methodology involves five distinct processes: establishing and actively embracing a company mission, vision, and set of core values; using a formal critical-thinking framework to organize how your company makes decisions; understanding what to measure and knowing how to use the data correctly; optimizing your organizational structure to drive successful actions; and leveraging a market growth strategy for sales success. 
With Business Breakthrough 3.0, you'll learn how to create a highly profitable organization that attracts and retains people who truly love their jobs. This isn't just another business book - it's a comprehensive guide to overcoming entrenched patterns and building a better future for your company. Whether you're a CEO, a manager, or an entrepreneur, the insights and strategies in this book will help you achieve breakthrough success.

Zum Buch