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| Author | : Bill Fromm |
| Publisher | : Broadway Business |
| Total Pages | : 376 |
| Release | : 1994 |
| Genre | : Business & Economics |
| ISBN | : 9780385425551 |
After reviewing hundreds of individual service performers the authors revealed the secrets of fourteen customer service heroes and analyze the details and strategies that distinguish great service from good service.
| Author | : Lewis Carbone |
| Publisher | : Pearson Education |
| Total Pages | : 403 |
| Release | : 2010-03-31 |
| Genre | : Business & Economics |
| ISBN | : 013270384X |
Good, bad, or indifferent, every customer has an experience with your company and the products or services you provide. But few businesses really manage that customer experience, so they lose the chance to transform customers into lifetime customers. In this book, Lou Carbone shows exactly how to engineer world-class customer experiences, one clue at a time. Carbone draws on the latest neuroscientific research to show how customers transform physical and emotional sensations into powerful perceptions of your business... perceptions that crystallize into attitudes that dictate everything from satisfaction to loyalty. And he explains how to assess and audit existing customer experiences, design and implement new ones... and "steward" them over time, to ensure that they remain outstanding, no matter how your customers change.
| Author | : Robert J. Banks |
| Publisher | : Baker Academic |
| Total Pages | : 346 |
| Release | : 2016-06-21 |
| Genre | : Religion |
| ISBN | : 1441227180 |
Evaluating Current Approaches to Leadership This book offers a comprehensive evaluation of current approaches to leadership from a discerning Christian perspective. Combining expertise in leadership, theology, and ministry, the authors take a historical look at leadership and how it is viewed and used in today's context. The book is informed by both biblical and leadership studies scholarship and interacts with a number of popular marketplace writings on leadership. It also evaluates exemplary role models of Christian leadership. The second edition has been updated and revised throughout.
| Author | : Harvey Mackay |
| Publisher | : Ballantine Books |
| Total Pages | : 369 |
| Release | : 2007-12-18 |
| Genre | : Business & Economics |
| ISBN | : 0307416453 |
Pushing the Envelope is packed with triumphs, wit, and wisdom gleaned from Harvey Mackay and the super-successful people he’s learned from over the years as a marketing whiz and bestselling author. The man who taught us how to “swim with the sharks” is back with a boatload of tips and techniques for becoming more savvy and successful in everything you do. To Harvey Mackay, “pushing the envelope” means pushing the boundaries and pushing yourself to maximize your advantage—to be better, faster, and smarter and to get the results you want, in business and in life. In his new book, Pushing the Envelope: All the Way to the Top, you’ll learn • How to get the order • The art of negotiating the best deals for you • The essential qualities all leaders possess • Fail-safe ways to move up the corporate ladder • Business titans’ secrets to achievement • The keys to balancing work and family • How to use laughter as a productivity tool • And much more! Humor. Honesty. Fairness. The ability to get others to see your vision. Judgment. Guts. Respect for the bottom line—and all the lines that lead to it. These are the values that have made Harvey Mackay the business and civic leader he is today. A born communicator, Mackay distills the lessons of his forty years in business into pithy, punchy chapters that cut to the heart of everyday problems and situations. As usual, Mackay has his trademark, no-nonsense lists, including: • 5 ways to ruin a good sales force • 11 questions to ask a job prospect • 10 New Year’s resolutions • 7 things not to do with a friend • 12 ways to ruin your next speech Both practical and entertaining, charged throughout with Harvey Mackay’s inimitable style, humor, and entrepreneurial wisdom, Pushing the Envelope puts the fun, the creativity, and the challenge back in business. Whether you’re at the top of your company or determined to get there, this is one business book that will earn your stamp of approval. Praise for Pushing the Envelope “What would our nation be without Minnesotans? Besides Post-it notes, the state has given us the sublimely American town, Lake Wobegon; the spectacularly American wrestler-turned-Governor, Jesse Ventura; and the quintessentially American businessman, Harvey Mackay.”—The New York Times “A refreshing delivery of advice.”—USA Today
| Author | : David Ulrich |
| Publisher | : Harvard Business Press |
| Total Pages | : 250 |
| Release | : 1999-04-06 |
| Genre | : Business & Economics |
| ISBN | : 1422160858 |
A landmark book, Results-Based Leadership challenges the conventional wisdom surrounding leadership. Authors Ulrich, Zenger, and Smallwood--world-renowned experts in human resources and training--argue that it is not enough to gauge leaders by personal traits such as character, style, and values. Rather, effective leaders know how to connect these leadership attributes with results. Results-Based Leadership shows executives how to deliver results in four specific areas: results for employees, for the organization, for its customers, and for its investors. The authors provide action-oriented guidelines that readers can follow to develop and hone their own results-based leadership skills. By shifting our focus to the connection between the attributes and the results of leadership, this perceptive new guide fundamentally improves our understanding of effective leadership. Results-Based Leadership brings a refreshing clarity and directness to the leadership discussion, providing a hands-on program to help executives succeed with their leadership challenges.
| Author | : Leonard A. Schlesinger |
| Publisher | : Harvard Business Review Press |
| Total Pages | : 200 |
| Release | : 2012-02-28 |
| Genre | : Business & Economics |
| ISBN | : 1422143627 |
How to succeed at work and life—in an increasingly unpredictable world In a world where you can no longer plan or predict your way to success, how can you achieve your most important goals? It’s a daunting question. But in today’s environment, where change is the only constant, it’s a question everyone must answer. This is true whether you are an innovator or an entrepreneur, a manager or a newly minted graduate. The first step, say the authors of this book, is this: “Just start.” In other words, take action now and learn as you go. Written by a trio of seasoned business leaders, Just Start combines fascinating research with proven practices to deliver a reliable method for helping you advance toward your goals—despite the uncertainty that is all too common today. Babson College President Leonard Schlesinger, organizational learning expert Charles Kiefer, and veteran journalist Paul B. Brown share their own deep and varied experiences and draw from a source where striving amid constant uncertainty actually works: the world of serial entrepreneurship. In this world, people don’t just think differently—they act differently, as well. Using this novel approach, Just Start will help you: • Determine the best strategy and tactics when the future is uncertain • Minimize financial risk in every decision you make • Attract like-minded people to what you want to do (and learn why this is important) • Understand why “Act. Learn. Build (so you can) Act again” is the best course of action when facing the unknown So throw out your forecasting tools and shrug off that nagging frustration that comes with constant uncertainty. Just Start distills for you the very essence of what makes people successful in today’s volatile environment. This book is your guide to achieving your goals—whether your project is professional or personal, or somewhere in between.
| Author | : Kristin Anderson |
| Publisher | : Amacom |
| Total Pages | : 212 |
| Release | : 1998 |
| Genre | : Business & Economics |
| ISBN | : 9780814479711 |
The 10th book in the "Knock Your Socks Off Service" series tells tales (101 of them) of memorable customer service, customer service heroes, and service providers who have gone "above and beyond" for their customers. With its humor, pragmatic observations, and stories, anyone at any service level will get a kick out this book.
| Author | : Raul Pupo |
| Publisher | : Lulu.com |
| Total Pages | : 348 |
| Release | : 2019-06-20 |
| Genre | : Business & Economics |
| ISBN | : 0359741754 |
Why Service Matters is a collection of over fifty essays that Raul Pupo asserts will change the way you think about service. What consumers in business, education, and government receive by way of service has gotten progressively worse over time. What is most distressing, however, is that there does not appear to be any cause for optimism that the shoddy service being dished out to consumers will improve any time soon. That is, not unless and until leaders come to grips with the fact that service to the customer is grounded in four critical success factors or foundational propositions: a leadership that unequivocally believes they are in business, first and foremost, to serve the customer; a strategic planning regimen centered on the customer; an ethic of service to guide the organization to always err on behalf of the customer; and a competent, motivated, supported, and empowered front-line organization.
| Author | : Rashmi Datt |
| Publisher | : SCB Distributors |
| Total Pages | : 200 |
| Release | : 2015-07-08 |
| Genre | : Self-Help |
| ISBN | : 818328440X |
This book provides valuable insight and practical tips through case studies and examples based on real life experiences of middle and senior managers. While endless material (books, training workshops, seminars and studies) is churned out on leaderships skills, followership, the art of working effectively and harmoniously with superiors is underestimated. Valuable time and energy are spent (at the office water-cooler or family dinner-table) in crying, "Why can't my boss be like me/like my ex-boss -- more appreciative; more enterprising more considerate; more communicative; less rigid..."
| Author | : Richard J. Schonberger |
| Publisher | : Simon and Schuster |
| Total Pages | : 296 |
| Release | : 2010-05-11 |
| Genre | : Business & Economics |
| ISBN | : 1439137145 |
Since the invention of double-entry bookkeeping, managers have judged a company's worth by sales and profits. Now, Richard J. Schonberger, the architect of the worldwide Just-In-Time revolution, reaches beyond "financials" to redefine excellence -- and reveals, with new benchmark data, how pioneers become dynasties. Schonberger's pathbreaking new research reveals that, from 1950 to 1995, while "financials" dipped and soared repeatedly, industrial decline and ascendancy correlated perfectly with inventory turnover -- one of two key nonfinancial indicators and a bedrock measure, along with customer satisfaction, of a company's power, strength, and value. In this immensely readable book, he captures these new metrics -- the true predictions of future success -- in 16 customer-focused principles created from self-scored reports supplied by over 100 pioneering manufacturers in nine countries. Armed with new world-class benchmark data, Schonberger redefines excellence in terms of competence, capability, and customer-focused, employee-driven, data-based performance. For front-tine associates to senior executives, Schonberger has written manufacturing's action agenda for the next decade. This book will be indispensable reading for manufacturing and general managers in all industries, as well as for pension fund managers, institutional investors, stock analysts, and stockbrokers.
