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 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 Unleashing Excellence written by Dennis Snow and published by John Wiley & Sons. This book was released on 2009-11-16 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Download or read book Uncommon Service written by Frances X. Frei and published by Harvard Business Press. This book was released on 2012 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Download or read book The Wonderful World of Customer Service at Disney written by James Jeff Kober and published by . This book was released on 2013-10-15 with total page 194 pages. Available in PDF, EPUB and Kindle. Book excerpt: A celebration of great business practices that can be applied to any service organization.
Download or read book Customers for Life written by Carl Sewell and published by Crown Currency. This book was released on 2009-07-01 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.
Download or read book Creating Magic written by Lee Cockerell and published by Crown Currency. This book was released on 2008-10-14 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: “It’s not the magic that makes it work; it’s the way we work that makes it magic.” The secret for creating “magic” in our careers, our organizations, and our lives is simple: outstanding leadership—the kind that inspires employees, delights customers, and achieves extraordinary business results. No one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World® Resort operations for over a decade. And in Creating Magic, he shares the leadership principles that not only guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise, but that also soon came to form the cultural bedrock of the world’s number one vacation destination. But as Lee demonstrates, great leadership isn’t about mastering impossibly complex management theories. We can all become outstanding leaders by following the ten practical, common sense strategies outlined in this remarkable book. As straightforward as they are profound, these leadership lessons include: Everyone is important. Make your people your brand. Burn the free fuel: appreciation, recognition, and encouragement. Give people a purpose, not just a job. Combining surprising business wisdom with insightful and entertaining stories from Lee’s four decades on the front lines of some of the world’s best-run companies, Creating Magic shows all of us – from small business owners to managers at every level – how to become better leaders by infusing quality, character, courage, enthusiasm, and integrity into our workplace and into our lives.
Download or read book TouchPoints written by Douglas Conant and published by John Wiley & Sons. This book was released on 2011-04-12 with total page 213 pages. Available in PDF, EPUB and Kindle. Book excerpt: A fresh, effective, and enduring way to lead—starting with your next interaction Most leaders feel the inevitable interruptions in their jam-packed days are troublesome. But in TouchPoints, Conant and Norgaard argue that these—and every point of contact with other people—are overlooked opportunities for leaders to increase their impact and promote their organization's strategy and values. Through previously untold stories from Conant's tenure as CEO of Campbell Soup Company and Norgaard's vast consulting experience, the authors show that a leader's impact and legacy are built through hundreds, even thousands, of interactive moments in time. The good news is that anyone can develop "TouchPoint" mastery by focusing on three essential components: head, heart, and hands. TouchPoints speaks to the theory and craft of leadership, promoting a balanced presence of rational, authentic, active, and wise leadership practices. Leadership mastery in the smallest and otherwise ordinary moments can transform aimless activity in individuals and entropy in organizations into focused energy—one magical moment at a time.
Download or read book Cultural Leadership written by William G. Cunningham and published by Pearson. This book was released on 1993 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is a comprehensive account of the latest, most successful approaches to leadership, development, planning, and continuous improvement. Concepts covered include world-class schools, site-based management, empowerment, participatory and visionary leadership, school/business cooperation, total quality and outcome-based management, professional development, and transforming schools. Educators interested in school reform and leadership issues.
Download or read book The Power of Company Culture written by Chris Dyer and published by Kogan Page Publishers. This book was released on 2018-02-03 with total page 193 pages. Available in PDF, EPUB and Kindle. Book excerpt: WINNER: Independent Press Award 2018 - Business General Category Culture is the foundation for success in any organization. It's no coincidence that the companies with the strongest cultures not only consistently top the leaderboards of best places to work but also have the most engaged workforces, are the most in-demand employers and have the strongest financial performance. The Power of Company Culture debunks the myth that a remarkable company culture is something that a business either has or hasn't and shows how any company of any size can implement and maintain a world-class culture for business success. Structured around the seven pillars of culture success, The Power of Company Culture shows how to develop a company culture that improves productivity, performance, staff retention, company reputation and profits. Packed full of insights from leading practitioners at the forefront of developing outstanding company cultures including Michael Arena, Chief Talent Officer at General Motors, and Shari Conaway, Director of People at Southwest Airlines, this is essential reading for all HR Managers and business leaders who are responsible for building, monitoring and managing culture in their organizations.
Download or read book Reengineering In Action The Quest For World class Excellence written by Chan Meng Khoong and published by World Scientific. This book was released on 1999-01-15 with total page 476 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business process reengineering is arguably the management paradigm of the decade. No other paradigm for organizational innovation and improvement has achieved a stronger presence and impact in corporate boardrooms around the world. In recent years reengineering has also moved away from the hype into real-world application, and there is now a vast pool of techniques and experience ready to be tapped by organizational-change advocates.This book provides an international showcase of reengineering in action, with contributions from more than forty experts spanning five continents. Besides prescriptions of concepts and tools, it presents case studies of public sector as well as private sector reengineering experience, and visions of the future of reengineering practice.
Download or read book Business written by 布卢姆斯伯里出版公司 and published by 中信出版社. This book was released on 2003 with total page 2176 pages. Available in PDF, EPUB and Kindle. Book excerpt: 责任者取自版权页。
Download or read book Disney Leadership and You written by J. Jeff Kober and published by . This book was released on 2017-07 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: A look at leaders throughout the Walt Disney Company and what lessons you can apply to your efforts to lead others.
Download or read book World Class written by William A. Haseltine and published by Greenleaf Book Group. This book was released on 2019-02-12 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: A World Class Transformation On August 16, 2018, NYU Langone Health captured the attention of the medical world with the surprise announcement that all current and new medical school students would receive full tuition scholarships. That bold move is yet another giant step in the transformation of NYU Langone Health from a faded and money losing medical institution to an innovative world class institution with a highly regarded hospital, medical school, and research program. How did NYU Langone go from mediocrity to global leadership in less than a decade? In World Class, internationally renowned author, scientist, business leader, and philanthropist Dr. William A. Haseltine answers this question and many more. Based on first hand in-depth interviews with those that led the change, World Class provides a vivid account of the transformation of NYU Langone Health and its rise to preeminence. Haseltine gives his readers a step-by-step guide for anyone wishing to achieve similar excellence at their institution, whether that be at a medical facility, school, business, or nonprofit organization. World Class offers crucial lessons at a critical time, as both high and low income nations grapple with how do deliver effective healthcare at a manageable cost.
Download or read book Creativity Inc The Expanded Edition written by Ed Catmull and published by Random House. This book was released on 2014-04-08 with total page 367 pages. Available in PDF, EPUB and Kindle. Book excerpt: The co-founder and longtime president of Pixar updates and expands his 2014 New York Times bestseller on creative leadership, reflecting on the management principles that built Pixar’s singularly successful culture, and on all he learned during the past nine years that allowed Pixar to retain its creative culture while continuing to evolve. “Might be the most thoughtful management book ever.”—Fast Company For nearly thirty years, Pixar has dominated the world of animation, producing such beloved films as the Toy Story trilogy, Finding Nemo, The Incredibles, Up, and WALL-E, which have gone on to set box-office records and garner eighteen Academy Awards. The joyous storytelling, the inventive plots, the emotional authenticity: In some ways, Pixar movies are an object lesson in what creativity really is. Here, Catmull reveals the ideals and techniques that have made Pixar so widely admired—and so profitable. As a young man, Ed Catmull had a dream: to make the first computer-animated movie. He nurtured that dream as a Ph.D. student, and then forged a partnership with George Lucas that led, indirectly, to his founding Pixar with Steve Jobs and John Lasseter in 1986. Nine years later, Toy Story was released, changing animation forever. The essential ingredient in that movie’s success—and in the twenty-five movies that followed—was the unique environment that Catmull and his colleagues built at Pixar, based on philosophies that protect the creative process and defy convention, such as: • Give a good idea to a mediocre team and they will screw it up. But give a mediocre idea to a great team and they will either fix it or come up with something better. • It’s not the manager’s job to prevent risks. It’s the manager’s job to make it safe for others to take them. • The cost of preventing errors is often far greater than the cost of fixing them. • A company’s communication structure should not mirror its organizational structure. Everybody should be able to talk to anybody. Creativity, Inc. has been significantly expanded to illuminate the continuing development of the unique culture at Pixar. It features a new introduction, two entirely new chapters, four new chapter postscripts, and changes and updates throughout. Pursuing excellence isn’t a one-off assignment but an ongoing, day-in, day-out, full-time job. And Creativity, Inc. explores how it is done.
Download or read book Leading with Cultural Intelligence written by David A. Livermore and published by AMACOM/American Management Association. This book was released on 2010 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: What is CQ? And why do leaders need it in our increasingly connected world?
Download or read book The Customer Culture Imperative A Leader s Guide to Driving Superior Performance written by Linden Brown and published by McGraw-Hill Education. This book was released on 2014-01-07 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: BECOME THE ENVY OF YOUR INDUSTRY WITH A CUSTOMER-CENTRIC CULTURE Winner of Marketing Book of the Year 2015 by Marketing and Sales Books For the first time, this groundbreaking guide unlocks the secrets used by Amazon, Virgin, Apple, Starbucks, and salesforce.com. It creates a guide for success based on three years of scientific study drawing insights from more than 100 businesses to identify seven key factors. When implemented together these factors have been proven to drive superior business performance. Customer culture is as fundamental to business performance as breathing is to living. It is the life force of your business. This applies no matter what your industry sector. And with the evidence-based methods in this book, you can replicate their success in your business! The Customer Culture Imperative reveals the key disciplines of customer culture that consistently predict enhanced, sustainable business results. Each one is linked to a particular strategy and drives predictable and measurable improvements in one or more business performance factors--from innovation and customer satisfaction to growth in sales and profits to higher rates of new-product success. It gives you the tools to: Inspire everyone in the company to embrace a customer-centric culture Unify efforts across units by creating a "common language" for change Collect and measure data from your efforts and benchmark your progress Make change long term so you leave a legacy of an enduring business Creating a customer-centric company takes more than making an investment in the customer service department and systems. It's about building a culture in which the customer is at the heart of all decisions made within every function and unit. What's best for the customer is what's best for business. Make that a part of the DNA of your organization, and you will lead your company to unprecedented success. Guaranteed. PRAISE FOR THE CUSTOMER CULTURE IMPERATIVE "Linden and Chris Brown have written the best book on what it takes to build a genuine customer culture in an organization. Their framework and their stories will inspire you to take the next step." -- Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing at the Kellogg School of Management at Northwestern University "A customer-focused culture is a powerful competitive advantage. This book will show you how to diagnose the level of a customer culture and then make the leadership moves to raise this level." -- George Day, Geoffrey T. Boisi Professor of Marketing and Co-Director of the Mack Institute for Innovation Management, Wharton, University of Pennsylvania "Creating unique customer engagements is an essential ingredient of the 'Starbucks Experience.' Crafting an authentic culture is essential to insuring that all employees consistently execute and innovate the highest quality customer experience. Linden and Chris provide a unique framework and road map to build this culture within large and small organizations." -- Arthur Rubinfeld, chief creative officer and president, Global Innovation and Evolution Fresh Retail, Starbucks "Smart phones, smart networks, and personalized apps are changing the way people live and work--giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.” -- David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.” -- John Stanhope, Chairman, Australia Post "Some books (alas, very rare) summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.” -- Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "Smart phones, smart networks, and personalized apps are changing the way people live and work,giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.”--David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.”--John Stanhope, Chairman, Australia Post "Some books, alas very rare, summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.”--Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "This easy to read book provides essential and unique guidance for driving the critical relationship between customer centricity and sustained organisational performance."-—Dr Ramzi Fayed, Executive Dean, Australian Graduate School of Leadership
