The Service Culture Handbook

The Service Culture Handbook
Author: Jeff Toister
Publisher:
Total Pages: 188
Release: 2017-03-23
Genre:
ISBN: 9780692842003

Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute

Building a Service Culture

Building a Service Culture
Author:
Publisher: Gower Publishing Company, Limited
Total Pages: 160
Release: 1999-01-01
Genre: Business planning
ISBN: 9780566081392

This text introduces a customer service programme that has been applied, refined and customized in many top businesses. It explains in practical terms how you can build a service culture into your business.

Uplifting Service

Uplifting Service
Author: Ron Kaufman
Publisher:
Total Pages: 0
Release: 2012
Genre: Business & Economics
ISBN: 9780984762507

Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.

A Culture of Service

A Culture of Service
Author: David E. Reed
Publisher:
Total Pages: 116
Release: 2007-07
Genre: Business & Economics
ISBN: 9780978813796

Leading Libraries

Leading Libraries
Author: Wyoma vanDuinkerken
Publisher: American Library Association
Total Pages: 290
Release: 2015-05-01
Genre: Language Arts & Disciplines
ISBN: 0838913172

This valuable resource gathers the principles and best practices of leadership, and points the way towards creating a service culture that makes every staff member a library leader.

Customer Culture

Customer Culture
Author: Michael D. Basch
Publisher: FT Press
Total Pages: 638
Release: 2002
Genre: Consumer satisfaction
ISBN: 0130353310

The executive who pioneered FedEx's legendary customer culture shows exactly how to go beyond talk and make it happen for real. Basch identifies the key cultural obstacles and leadership failures that dilute customer focus, and demonstrates how to build systems and structures that help good people deliver great customer service.

HBR's 10 Must Reads on Building a Great Culture (with bonus article "How to Build a Culture of Originality" by Adam Grant)

HBR's 10 Must Reads on Building a Great Culture (with bonus article
Author: Harvard Business Review
Publisher: Harvard Business Press
Total Pages: 202
Release: 2019-11-12
Genre: Business & Economics
ISBN: 1633698076

You can change your company's culture. Organizational culture often feels like something that has a life of its own. But leaders are the stewards of a company's culture and have the power to shape and even change it. If you read nothing else on building a better organizational culture, read these 10 articles. We've combed through hundreds of Harvard Business Review articles and selected the most important ones to help you identify where your culture can be improved, communicate change, and anticipate and address implementation challenges. This book will inspire you to: See what your company culture is currently like--and what it could be Explore your company's emotional culture Gather input on what needs to be fixed or initiated Improve collaboration Foster a culture of trust Articulate the new culture's mission, values, and expectations Deal with resistance and roadblocks This collection of articles includes "The Leader's Guide to Corporate Culture," by Boris Groysberg, Jeremiah Lee, Jesse Price, and J. Yo-Jud Cheng; "Manage Your Emotional Culture," by Sigal Barsade and Olivia A. O'Neill; "The Neuroscience of Trust," by Paul J. Zak; "Creating a Purpose-Driven Organization," by Robert E. Quinn and Anjan V. Thakor; "Creating the Best Workplace on Earth," by Rob Goffee and Gareth Jones; "Cultural Change That Sticks," by Jon R. Katzenbach, Ilona Steffen, and Caroline Kronley; "How to Build a Culture of Originality," by Adam Grant; "When Culture Doesn't Translate," by Erin Meyer; "Culture Is Not the Culprit," by Jay W. Lorsch and Emily Gandhi; "Conquering a Culture of Indecision," by Ram Charan; and "Radical Change, the Quiet Way," by Debra E. Meyerson.

Building a Culture of Innovation

Building a Culture of Innovation
Author: Cris Beswick
Publisher: Kogan Page Publishers
Total Pages: 229
Release: 2015-12-03
Genre: Business & Economics
ISBN: 0749474483

SHORTLISTED: CMI Management Book of the Year 2017 - Innovation and Entrepreneurship Category Being a truly innovative company is more than dreaming up new products and services by external consultants and internal taskforces. Staying one step ahead of the competition requires you to embed innovation into your organizational culture. Innovation needs to be embodied in everything that gets done by everyone who works there. By changing your organizational culture to one that supports Building a Culture of Innovation, you will remove the barriers that stop you responding quickly and agilely to changing market conditions and opportunities for growth. Building a Culture of Innovation presents a practical framework that you can follow to design and embed a culture of innovation in your business.The six-step Innovation Culture Change Framework offers a structured process to make change stick, from assessing your organization's innovation-readiness to leading a managed change process that will foster innovation at each level. It includes case studies from international organizations which have shifted their focus to an innovation culture, including Prudential, Qinetiq, Octopus Investments, Cisco, Siemens, BrightMove Media, Waitrose and Feefo. Supported with downloadable resources, Building a Culture of Innovation is an essential read for business leaders and change implementation teams who want to place innovation at the heart of their business strategy.

Building a Magnetic Culture: How to Attract and Retain Top Talent to Create an Engaged, Productive Workforce

Building a Magnetic Culture: How to Attract and Retain Top Talent to Create an Engaged, Productive Workforce
Author: Kevin Sheridan
Publisher: McGraw Hill Professional
Total Pages: 272
Release: 2011-12-16
Genre: Business & Economics
ISBN: 0071775110

Attract top talent and energize your workforce with a MAGNETIC CULTURE “Sheridan outlines simple but powerful steps to take in creating and maintaining an organization that fosters an environment with similar attraction.” —Marshall Goldsmith, Ph.D., international bestselling author of MOJO and What Got You Here Won’t Get You There “A compelling case for and guide to the creation of a high engagement/high performance workforce.” —Douglas R. Conant, retired president and CEO, Campbell Soup Company; New York Times bestselling author of TouchPoints “It’s impossible for any company to have a monopoly on talent. But it is possible to have the best culture. Sheridan shares insights and best practices for creating an engaging culture where associates can grow and thrive.” —Frits van Paassche n, president and CEO, Starwood Hotels & Resorts Worldwide, Inc. “A long time ago I discovered that when employees are passionate about their work, customers are passionate about the company. Kevin Sheridan knows that secret too. His insights on finding the right people and getting them engaged can change your culture forever.” —Quint Studer, founder of Studer Group, 2010 Malcolm Baldrige National Quality Award recipient “This book is filled with practical ideas, illuminating case stories, and fresh perspectives to stir employee engagement in any organization.” —Pamela Meyer, Ph.D., author of From Workplace to Playspace: Innovating, Learning and Changing through Dynamic Engagement About the Book: The perils of a disengaged workforce are well known—low productivity, high employee turnover, and failure to meet organization-wide goals. Less well known is what to do about it. How do you create a workforce that is always ready, able, and eager to take the organization to the next level? You have to create a MAGNETIC CULTURE. As CEO of leading employee survey and HR consulting firm HR Solutions, Inc., Kevin Sheridan knows how it’s done—and in Building a Magnetic Culture, he shares all his secrets. Building a Magnetic Culture explains what engages and motivates employees and how to create an environment in which employees can thrive. Drawing on years of research and real-world examples from his consulting experience, Sheridan gives you the strategies and tactics you need to transform your company by creating and sustaining a Magnetic Culture. Providing benchmarking and best practices, as well as interviews with executives and HR professionals at companies that boast the highest levels of employee engagement, Sheridan outlines an easy-to-follow plan that: Attracts the most talented people—and retains them Makes employees feel they are part of the value that their organization creates Increases Employee Engagement and drives productivity Boosts creativity and problem solving According to HR Solutions’ own employee survey results, actively engaged employees show four times more satisfaction in their work and are four times less likely to leave than disengaged employees are. Is there a reason not to make building a Magnetic Culture your top priority? Simply put, organizations that place a high value on actively cultivating a culture of engagement stand apart from their competition and enjoy superior business results.

Ignore Your Customers (and They'll Go Away)

Ignore Your Customers (and They'll Go Away)
Author: Micah Solomon
Publisher: HarperCollins Leadership
Total Pages: 241
Release: 2020-01-14
Genre: Business & Economics
ISBN: 1400214939

The ultimate guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field. Great customer service may be today's most essential competitive advantage. This book gives a step-by-step plan to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational and hilarious tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. In Ignore Your Customers (and They'll Go Away), you will find: Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company. A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture. Case studies and anecdotes from the great customer-centric companies of our time. Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable. Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty.