Download or read book Lead with Your Customer written by Mark David Jones and published by ASTD. This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business.
Download or read book Lead With Your Customer written by Mark David Jones and published by ASTD. This book was released on 2019-02-07 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them, using the World Class Excellence Model. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
Download or read book Lead With Your Customer 2nd Edition written by Mark David Jones and published by Association for Talent Development. This book was released on 2019-02-01 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your one-stop shop for world-class results The most admired organizations in the world have the same basic resources that you have—offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do successful organizations consistently succeed? We witness their extraordinary results, but the secrets often remain hidden. In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model—the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how “world class” status can be attained by many organizations, and isn’t the domain of only the most expensive, luxurious, or popular brands. Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your “customer”—internally, as you engage your employees and build your organization’s culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
Download or read book The Customer of the Future written by Blake Morgan and published by HarperCollins Leadership. This book was released on 2019-10-29 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!
Download or read book Customer Loyalty Guaranteed written by Chip R Bell and published by Adams Media. This book was released on 2007-11-01 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Amidst a wealth of products and services, customers are hearing one message more consistently than ever before: "Buy from us...or not...your business isn't that important." How are companies sending the message? By giving their customers boring, apathetic, impatient, and uninspired service. An organization's commercial success is incumbent upon making customers feel valued. Customer Loyalty Guaranteed shows leaders at all levels how to awaken the "spirit to serve" in every employee. Included are: * The seven customer service personalities that build unbreakable customer loyalty--and how to manage them * Leadership practices that organizations must embrace to be service superstars * Practices for maintaining remarkable service over the longterm Customer service gurus Chip Bell and John Patterson provide fresh concepts on how organizations must deal with today's "new" customer, and show companies how to infuse their organizations with passion that customers will connect to. AUTHOR: Chip R. Bell (Dallas, TX) is founder of the Dallas-based Chip Bell Group and one of the nation's leading experts on customer service. Leadership Excellence magazine named him one of the 50 most influential leadership authorities in the United States. His previous books, including Magnetic Service, Customers as Partners, and Managing Knock Your Socks Off Service, have all been on bestseller lists and widely translated around the world. John R. Patterson (Atlanta, GA) is founder and President of the Atlanta-based Progressive Insights, a Chip Bell Group alliance partner. His consulting practice specializes in helping organizations manage complex culture change built around customer and employee loyalty. His articles have appeared in Customer Relationship Management and Leadership Excellence.
Download or read book Lead with a Story written by Paul Smith and published by AMACOM Div American Mgmt Assn. This book was released on 2012 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: Storytelling has come of age in the business world. Today, many of the most successful companies use storytelling as a leadership tool. At Nike, all senior executives are designated "corporate storytellers." 3M banned bullet points years ago and replaced them with a process of writing "strategic narratives." Procter Gamble hired Hollywood directors to teach its executives storytelling techniques. Some forward-thinking business schools have even added storytelling courses to their management curriculum. The reason for this is simple: Stories have the ability to engage an audience the way logic and bullet points alone never could. Whether you are trying to communicate a vision, sell an idea, or inspire commitment, storytelling is a powerful business tool that can mean the difference between mediocre results and phenomenal success. Lead with a Story contains both ready-to-use stories and how-to guidance for readers looking to craft their own. Designed for a wide variety of business challenges, the book shows how narrative can help: * Define culture and values * Engender creativity and innovation * Foster collaboration and build relationships * Provide coaching and feedback * Lead change * And more Whether in a speech or a memo, communicated to one person or a thousand, storytelling is an essential skill for success. Complete with examples from companies like Kellogg's, Merrill-Lynch, Procter Gamble, National Car Rental, Wal-Mart, Pizza Hut, and more, this practical resource gives readers the guidance they need to deliver stories to stunning effect.
Download or read book People Follow You written by Jeb Blount and published by John Wiley & Sons. This book was released on 2011-11-15 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover the secrets to influencing the performance of the people you lead Managers don't get paid for what they do but rather for the performance of their people; therefore, a manager's most important job is coaching behaviors in order to improve performance. In People Follow You managers will learn five easily understood and implemented levers critical to influencing the performance of the people they lead. Ultimately, people follow people that they like, trust, and believe in. Understand how to build stronger relationships with direct and indirect reports that lead to loyalty, higher productivity, and long-term development. Relevant to middle and high level managers, People Follow You provides a foundation for managing people. Practical lessons help managers employ winning interpersonal skills to move others to take action. Learn how to leverage the basics of interpersonal relationships to inspire others to take action Get a simple and actionable formula for connecting with employees and indirect reports and gaining their buy-in through the use of personal power vs. the power of authority Discover the fundamental on-the-job coaching skills that deliver instant performance improvement Author Jeb Blount is the most downloaded sales expert in iTunes history; his Sales Gravy and Sales Guy audio programs have been downloaded more than 3 million times When all else is stripped away, people don't work for companies, paychecks, perks, or slogans, people work for you. Become a manager people will follow, and lead your team to greater achievements and measurable gains.
Download or read book Lead Inside the Box written by Victor Prince and published by Red Wheel/Weiser. This book was released on 2015-07-20 with total page 231 pages. Available in PDF, EPUB and Kindle. Book excerpt: “In times when leaders have to do more with less, this book gives you the tools to elevate your people to new levels of success.” —Andrea Procaccino, Chief Learning Officer, New York-Presbyterian Hospital Every employee is different, but unfortunately many leaders use a one-size-fits-all approach to leading. In doing so, these otherwise well-intentioned leaders are working harder than they should while not getting all they could out of their teams. Lead Inside the Box gives managers way to get the best out of their teams by focusing their energy where it will make the biggest difference. It teaches leaders how to: Figure out where they are currently investing their time and energy across their teams Identify the unique leadership needs of each team member Make smarter decisions about how and where to invest their time and energy to get the best results out of everyone Through simple frameworks brought to life with stories from the trenches, leaders will be able to see their own teams—and themselves—from a new perspective. Paradoxically these methods will enable leaders to improve their team’s performance exponentially while expending half the effort. “Lead Inside the Box provides cogent advice about exactly how to lead from the middle (as well as the top) in ways that enable managers to make good things happen and help the organization prosper.” —John Baldoni, Leadership expert and author of Moxie: The Secret to Bold and Gutsy Leadership “A great fundamental read for every leader no matter what level you are at.” —Rob Miller, Divisional VP, R&D and Scientific & Medical Affairs, Abbott Nutrition
Download or read book Sell the Way You Buy written by David Priemer and published by Page Two. This book was released on 2020-04-07 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: While a Vice President at Salesforce, David Priemer had an epiphany during one of the company's high-pressure selling periods: the very sales tactics they were using were not working on him. Yes, the numbers still showed results, but through brute force rather than elegance and efficiency. Priemer also discovered that his sales colleagues were spending far more time on leads that did not convert to sales than on those that did. His company--and his entire profession--was acting with more than enough gusto, but without enough awareness and empathy. They were not selling the way they buy. Sell the Way You Buy is about much more than putting yourself in the customer's shoes. Customers don't always know what they want or need, or they may be seeking a solution for something that isn't their core problem. They suffer from status quo bias, from recency bias, from confirmation bias. And meanwhile, the state of overwhelming choice has most products and solution providers adrift in the "Sea of Sameness." In today's world, almost everyone is in sales, but as Priemer realized, we don't teach it. Sell the Way You Buy will show you how to ask questions, how to listen, how to tell a compelling brand story, and how to talk to customers (how to talk to people). Priemer reveals scientifically supported methods to understand the customer, identify their needs, and move them toward the right solution--all the while teaching you to avoid all the reasons why the average person doesn't like salespeople. In short, to sell the way you buy.
Download or read book Lead From The Heart written by Mark C. Crowley and published by Hay House, Inc. This book was released on 2022-08-23 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: Leadership and engagement expert Mark C. Crowley shows how trading in the old business playbook for heart-led leadership strategies will create purpose-driven, dedicated employees and higher levels of performance. Revised and updated to address the needs of those managing Gen Z and millennial employees in addition to the latest global research on employee engagement. In this thoroughly revised and updated edition of his now classic book, visionary Mark C. Crowley provides the roadmap workplace leaders the world over are seeking: How to most successfully and sustainably inspire and manage other human beings in the post-pandemic era. · Nearly 50 million workers quit their jobs in the U.S. alone in 2021—a record number likely to be exceeded in 2022. · While we might imagine that an opportunity to earn greater pay is the key driver of this “Great Resignation,” research shows two-thirds of the reasons people leave jobs boil down to issues related to their engagement and overall well-being. · More specifically, people quit when they feel they aren’t valued, respected, appreciated, coached—or cared about personally—by their manager and organization. · Thanks in large part to the COVID pandemic and a global reset of what matters most to people in their lives, human beings have profoundly evolved in what they need and want in exchange for their work. · Consequently, a radical change in employee expectations demands that organizations and managers rapidly pivot by embracing leadership practices that match the moment. · The remedy to the Great Resignation is to adopt more humane ways of managing people knowing they inherently lead to infinitely greater engagement not to mention optimal employee performance. · In this new and updated version of his seminal and visionary book, Mark C. Crowley draws upon emerging medical and other scientific discoveries which prove it's the heart, not the mind, that drives human motivation and achievement. · While we’ve long been led to believe that human beings are essentially rational beings, new research shows that feelings and emotions far more often motivate human behavior and what people care about most and commit themselves to in their lives. · In light of this breakthrough understanding, it’s become incumbent upon workplace managers to pay great attention to their employees' emotional experience at work—far greater attention than any of us ever believed necessary. · Ironically, most of us were told the heart has no place in workplace management. In fact, most of us were taught that the heart acts like Kryptonite in leadership: it inherently undermines a manager's effectiveness - and lowers performance. · What makes this book so remarkable is that it brilliantly contradicts all those traditional beliefs and proves why people naturally and instinctively respond to managers who care about them personally and support their deep human needs. · To be absolutely clear, there's nothing soft or weak about the Lead From The Heart philosophy. Instead, it represents the future of workplace management and a roadmap to driving uncommon engagement, productivity and profitability when organizations around the world are wanting it most. · Rich with inspiring stories and illuminating research, this book proves that when you lead people with a greater balance of mind and heart, people naturally follow. And they also excel.
Download or read book Customer Experience Management written by Nihat Tavşan and published by Tasora Books. This book was released on 2018-05-07 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: We are passing through a paradigm shift and surviving in this upcoming paradigm doesn't seem possible through traditional marketing and management strategies. Today being brand is not a privilege any more, there are dozens of reliable brands almost in every industry. But still businesses need to differentiate and outperform the competition but how?
Download or read book The 12 Powers of a Marketing Leader How to Succeed by Building Customer and Company Value written by Thomas Barta and published by McGraw Hill Professional. This book was released on 2016-09-23 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: WHAT MAKES AN EFFECTIVE AND SUCCESSFUL MARKETING LEADER? The 12 Powers of a Marketing Leader, by former McKinsey Partner Thomas Barta and senior London Business School professor Patrick Barwise, is the first research-based leadership book for marketers in the 21st century. Based on the largest ever research study of its kind, with detailed data on over 8,600 leaders in more than 170 countries, this game-changing book identifies 12 specific behaviors--or Powers--that drive marketers' business impact and career success. Reading it, you’ll learn how to: • MOBILIZE YOUR BOSS: Make an impact at the highest level and align marketing with the company's priorities. • MOBILIZE YOUR COLLEAGUES: Inspire and motivate your non-marketing colleagues to deliver a great customer experience. • MOBILIZE YOUR TEAM: Build and align a winning marketing team. • MOBILIZE YOURSELF: Focus on goals that will benefit your customers, your company and yourself, by meeting your own needs and ambitions. By zeroing in on the value creation zone ("V-Zone")--the all-important overlap between your company's and customers' needs--you’ll be able to help the business win in the market--and achieve your career goals. Warning: This is not a marketing book. It’s a leadership book for marketers, using the latest research on what works--and what doesn’t--in marketing's digital age. BONUS: Receive full access to an online self-assessment tool and other marketing leadership resources.
Download or read book EMPOWERED written by Marty Cagan and published by John Wiley & Sons. This book was released on 2020-12-03 with total page 435 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Great teams are comprised of ordinary people that are empowered and inspired. They are empowered to solve hard problems in ways their customers love yet work for their business. They are inspired with ideas and techniques for quickly evaluating those ideas to discover solutions that work: they are valuable, usable, feasible and viable. This book is about the idea and reality of "achieving extraordinary results from ordinary people". Empowered is the companion to Inspired. It addresses the other half of the problem of building tech products?how to get the absolute best work from your product teams. However, the book's message applies much more broadly than just to product teams. Inspired was aimed at product managers. Empowered is aimed at all levels of technology-powered organizations: founders and CEO's, leaders of product, technology and design, and the countless product managers, product designers and engineers that comprise the teams. This book will not just inspire companies to empower their employees but will teach them how. This book will help readers achieve the benefits of truly empowered teams"--
Download or read book The Heart of Business written by Hubert Joly and published by Harvard Business Press. This book was released on 2021-05-04 with total page 154 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Wall Street Journal Bestseller Named a Financial Times top title How to unleash "human magic" and achieve improbable results. Hubert Joly, former CEO of Best Buy and orchestrator of the retailer's spectacular turnaround, unveils his personal playbook for achieving extraordinary outcomes by putting people and purpose at the heart of business. Back in 2012, "Everyone thought we were going to die," says Joly. Eight years later, Best Buy was transformed as Joly and his team rebuilt the company into one of the nation's favorite employers, vastly increased customer satisfaction, and dramatically grew Best Buy's stock price. Joly and his team also succeeded in making Best Buy a leader in sustainability and innovation. In The Heart of Business, Joly shares the philosophy behind the resurgence of Best Buy: pursue a noble purpose, put people at the center of the business, create an environment where every employee can blossom, and treat profit as an outcome, not the goal. This approach is easy to understand, but putting it into practice is not so easy. It requires radically rethinking how we view work, how we define companies, how we motivate, and how we lead. In this book Joly shares memorable stories, lessons, and practical advice, all drawn from his own personal transformation from a hard-charging McKinsey consultant to a leader who believes in human magic. The Heart of Business is a timely guide for leaders ready to abandon old paradigms and lead with purpose and humanity. It shows how we can reinvent capitalism so that it contributes to a sustainable future.
Download or read book The Product Led Organization written by Todd Olson and published by John Wiley & Sons. This book was released on 2020-08-21 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: A playbook on product-led strategy for software product teams There's a common strategy used by the fastest growing and most successful businesses of our time. These companies are building their entire customer experience around their digital products, delivering software that is simple, intuitive and delightful, and that anticipates and exceeds the evolving needs of users. Product-led organizations make their products the vehicle for acquiring and retaining customers, driving growth, and influencing organizational priorities. They represent the future of business in a digital-first world. This book is meant to help you transform your company into a product-led organization, helping to drive growth for your business and advance your own career. It provides: A holistic view of the quantitative and qualitative insights teams need to make better decisions and shape better product experiences. A guide to setting goals for product success and measuring progress toward meeting them. A playbook for incorporating sales and marketing activities, service and support, as well as onboarding and education into the product Strategies for soliciting, organizing and prioritizing feedback from customers and other stakeholders; and how to use those inputs to create an effective product roadmap The Product-Led Organization: Drive Growth By Putting Product at the Center of Your Customer Experience was written by the co-founder and CEO of Pendo—a SaaS company and innovator in building software for digital product teams. The book reflects the author’s passion and dedication for sharing what it takes to build great products.
Download or read book INSPIRED written by Marty Cagan and published by John Wiley & Sons. This book was released on 2017-11-17 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do today’s most successful tech companies—Amazon, Google, Facebook, Netflix, Tesla—design, develop, and deploy the products that have earned the love of literally billions of people around the world? Perhaps surprisingly, they do it very differently than the vast majority of tech companies. In INSPIRED, technology product management thought leader Marty Cagan provides readers with a master class in how to structure and staff a vibrant and successful product organization, and how to discover and deliver technology products that your customers will love—and that will work for your business. With sections on assembling the right people and skillsets, discovering the right product, embracing an effective yet lightweight process, and creating a strong product culture, readers can take the information they learn and immediately leverage it within their own organizations—dramatically improving their own product efforts. Whether you’re an early stage startup working to get to product/market fit, or a growth-stage company working to scale your product organization, or a large, long-established company trying to regain your ability to consistently deliver new value for your customers, INSPIRED will take you and your product organization to a new level of customer engagement, consistent innovation, and business success. Filled with the author’s own personal stories—and profiles of some of today’s most-successful product managers and technology-powered product companies, including Adobe, Apple, BBC, Google, Microsoft, and Netflix—INSPIRED will show you how to turn up the dial of your own product efforts, creating technology products your customers love. The first edition of INSPIRED, published ten years ago, established itself as the primary reference for technology product managers, and can be found on the shelves of nearly every successful technology product company worldwide. This thoroughly updated second edition shares the same objective of being the most valuable resource for technology product managers, yet it is completely new—sharing the latest practices and techniques of today’s most-successful tech product companies, and the men and women behind every great product.
Download or read book Winning on Purpose written by Fred Reichheld and published by Harvard Business Press. This book was released on 2021-12-07 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.
