Download or read book Leading Your Positively Outrageous Service written by T. Scott Gross and published by . This book was released on 1994 with total page 278 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Positively Outrageous Service written by T. Scott Gross and published by Simon and Schuster. This book was released on 2016-08-02 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s tough economy, cutting prices and providing good service aren’t enough. To be truly successful, innovative businesspeople must learn the art of Positively Outrageous Service (POS)—doing the unexpected unexpectedly and giving the customer more than he or she could hope for. POS put customer service guru T. Scott Gross on the map in the early 1990s. In this revised third edition, he contemporizes his work by examining what’s wrong in the service industry today and how to turn those negatives into POS. In his signature, slightly irreverent, but always insightful style, he shows managers at every level of the service industry how to: Build a customer base by following the four key principles of promotions—have fun, get people to your store, get people involved with your product, and do something good for others Hire the right people and show them the fundamentals of POS Energize and obtain the most creativity out of employees Win over customers when mistakes happen, no matter who is at fault POS is not just a way of doing business, according to Gross; it’s also a state of mind and the key to success in the twenty-first century. T. Scott Gross is a consumer advocate whose client roster for consulting, training, and speaking reads like a who’s who of the Fortune 500. Countless businesses, including Southwest Airlines, FedEx, McDonald’s, Sears, and Wal-Mart, have asked him to motivate the troops at sales meetings and conferences worldwide. Allworth Press, an imprint of Skyhorse Publishing, publishes a broad range of books on the visual and performing arts, with emphasis on the business of art. Our titles cover subjects such as graphic design, theater, branding, fine art, photography, interior design, writing, acting, film, how to start careers, business and legal forms, business practices, and more. While we don't aspire to publish a New York Times bestseller or a national bestseller, we are deeply committed to quality books that help creative professionals succeed and thrive. We often publish in areas overlooked by other publishers and welcome the author whose expertise can help our audience of readers.
Download or read book Leading Your Positively Outrageous Service Team written by T. Scott Gross and published by Master Media Publishing Corporation. This book was released on 1994 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today's "new" corporation, leadership no longer belongs to the lone visionary at the top. Self-managed, highly empowered teams bring forth "leadership in shirtsleeves" under managers who inspire. Positively Outrageous Service expert T. Scott Gross once again shares his heartfelt message about how to create tomorrow's corporations today.
Download or read book Positively Outrageous Service written by T. Scott Gross and published by Grand Central Pub. This book was released on 1991 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: A business consultant and service guru details how to really prosper in today's tough business world by providing service above and beyond the call of duty. In this dynamic, fascinating book, T. Scott Gross shows how anyone can take customer service to a whole new level every day of the year using creative methods.
Download or read book The Knockoff Economy written by Kal Raustiala (jurist.) and published by Oxford University Press. This book was released on 2012-12-13 with total page 281 pages. Available in PDF, EPUB and Kindle. Book excerpt: Driven by a counterintuitive thesis that has been highlighted in both The New Yorker and The New York Times¸ The Knockoff Economy is an engrossing and highly entertaining tour through the economic sectors where piracy both rules and invigorates.
Download or read book Outrageous written by T. Scott Gross and published by Amacom Books. This book was released on 1998 with total page 308 pages. Available in PDF, EPUB and Kindle. Book excerpt: From small-town chicken outlets to suburban furniture stores to corporate giants such as Southwest Airlines, extraordinary service in American companies has become the key to financial success. In this book, a wildly popular speaker on the subject uncovers the secrets to delivering "outrageous" customer service.
Download or read book Outrageous Advertising That s Outrageously Successful written by Bill Glazer and published by Morgan James Publishing. This book was released on 2009-05-01 with total page 269 pages. Available in PDF, EPUB and Kindle. Book excerpt: The legendary marketing consultant shares the secret to getting the most out of your advertising—by being outrageous—in this classic small business guide. When a sprinkler malfunctioned at his Baltimore menswear store, Bill Glazer could have done the normal thing and sold the wet merchandise to a Jobber—a business that buys damaged goods in bulk. Instead, he did something OUTRAGEOUS: he created an out-of-the-box ad campaign that resulted in far better returns. And it was easy. In this classic guide to small business advertising, Bill teaches readers the secrets to advertising that actually works. Rich with examples and stories showing exactly how to implement a successful OUTRAGEOUS program, this book cracks the code on getting noticed in ways that increase your sales!
Download or read book Delight Your Customers written by Steve Curtin and published by AMACOM. This book was released on 2013-07-19 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover the hidden ways to raise your organizations’ customer service experiences from ordinary to extraordinary. If you want to know how strong your company’s customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee’s highest priority, because when it’s not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn’t you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.
Download or read book I m Stuck You re Stuck written by and published by Berrett-Koehler Publishers. This book was released on with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: Often when people feel stuck, they try to change something about themselves. Authors Ritchey and Axelrod suggest that instead they should learn to see situations in new ways and create new options for themselves and others. That process begins with DiSC, an assessment tool that reveals what style one typically uses: Dominance (direct and decisive), Influence (optimistic and outgoing), Supportive (sympathetic and accommodating), and Conscientious (concerned and correct). This book teaches readers how to recognize their own style and its implications, how to read the style of others, and how to choose the most effective style (or combination of styles) for any situation. I’m Stuck, You’re Stuck will help readers better understand why they and other people do the things they do in difficult situations and learn to respond to these situations mindfully, respectfully, and effectively.
Download or read book Invisible written by T. Scott Gross and published by Triple Nickel Press. This book was released on 2012 with total page 23 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discusses how the retail market has changed with the changing technology.
Download or read book Managing Hospitality Organizations written by Robert C. Ford and published by SAGE Publications. This book was released on 2023-11-21 with total page 774 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduction to Hospitality Management: Creating Excellent Guest Experiences, Third Edition takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Authors Robert C. Ford and Michael Sturman emphasize the critical importance of focusing on the guest and creating an unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. Included with this title: LMS Cartridge: Import this title’s instructor resources into your school’s learning management system (LMS) and save time. Don’t use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site. Learn more.
Download or read book Peter Drucker s The Five Most Important Question Self Assessment Tool written by Frances Hesselbein Leadership Institute and published by John Wiley & Sons. This book was released on 2010-11-09 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Leader to Leader Institute's best-selling The Five Most Important Questions Self-Assessment Tool has helped facilitators, leaders, and consultants guide thousands in unleashing their organizations' full potential in serving their mission and clients. The third edition of this critical resource builds on the original and offers facilitators working with nonprofits and social sector organizations, as well as business and government, a clear and accessible model for helping participants achieve results that align mission, goals, and plans. At the heart of this tool are Peter F. Drucker's enduring The Five Most Important Questions that facilitators use to lead participants in addressing the critical things that make their organizations viable and valuable entities. When answered thoughtfully and addressed with purpose, these questions take one down a path of organizational transformation that leads to impact and success. The Facilitator's Guide includes: Steps for designing and conducting an organizational self-assessment, including how to gain commitment and form a team, set goals, gather and analyze data, prepare for and engage in facilitated dialogue, and how to create action by appraising and implementing strategic and operational plans. Workshop preparation including how to deliver two-day, full-day, and half-day workshops, and resources to help you design and prepare a workshop. An introductory workshop script with step-by-step guidance preparing you to deliver the information participants need. A Microsoft PowerPointTM presentation for running a workshop. A bound-in copy of the Participant Workbook. Praise for the Facilitator's Guide Self-Assessment Tool "Time and again Drucker's The Five Most Important Questions? have proven to be the most effective way for nonprofit organizations to conduct self-assessment and develop plans that will help them achieve real and lasting results." —Cathey Brown, founder and CEO, Rainbow Days, Inc., and 2001 Frances Hesselbein Community Innovation Fellow "The Five Most Important Questions Self-Assessment Tool? is a gift to the social leadership sector from the late management guru, Peter Drucker, and the Leader to Leader Institute. It makes incredible sense, it is easy to use, and lays the foundation for strategic planning." —Irv Katz, president and CEO, National Human Services Assembly "A must-read for social entrepreneurs who are seeking to dramatically grow their organization's impact without losing sight of the heart of their mission." —Iris Y. Chen, president and CEO, "I Have A Dream" Foundation "High-performing organizations and individuals know that self-assessment through Drucker's The Five Most Important Questions is the starting point for defining today and making tomorrow." —Lee H. Igel, assistant professor, New York University, and president, Peter F. Drucker Society of New York City "This nuts-and-bolts guide has become my compass for urging leaders and managers to ask the right questions, to look beyond what they thought they knew, and to focus on being relevant tomorrow rather than resting on yesterday's achievements." —Lieutenant Commander Carla J. Grantham [U.S. Coast Guard, retired], Congressional Liaison for Diversity Recruitment and Talent Management, U.S. Coast Guard
Download or read book Millennial Rules written by T. Scott Gross and published by Simon and Schuster. This book was released on 2013-10-08 with total page 169 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s digital world, the Baby Boomers and Generation X are giving way to a new generation of consumers: the Millennials. These tech-savvy consumers—bearing the mantra “my way, right way, why pay?”—want quick, customizable service that is negotiated on their terms and delivers great value. And when Millennials want help, they want it now; when they don’t want help, they expect the sales staff to be invisible. In Millennial Rules: How to Sell, Serve, Surprise, and Stand Out in a Digital World, veteran business owner T. Scott Gross demystifies the newest generation and shares how businesses can meet and exceed Millennials’ expectations to make the sale—without resorting to tricks and gimmicks. Invisible selling is built on ethical, common-sense business practices that yield success across the board, regardless of niche or industry. Armed with research into generational consumer preferences, humor, and a wealth of experience, Gross tackles the looming question, “How can you disappear and still deliver quality service?” The answer, he suggests, is by emphasizing serving above selling, a strategy that will make organizations successful not just with Millennials, but with all generations. For better or for worse, the Millennials aren’t going anywhere. By learning what has changed—and what hasn’t—you can cater to the wants and needs of each generation and still come out on top. Millennial Rules reveals the ins and outs of Millennials not only as customers but as employees, demonstrating what lifestyle demands to watch out for and why Millennials might be a valuable addition to your team. Rather than proposing a total revolution in business, Gross reinforces a pattern of success by making readers aware of what they’re already doing right—and how to do more of it. Allworth Press, an imprint of Skyhorse Publishing, publishes a broad range of books on the visual and performing arts, with emphasis on the business of art. Our titles cover subjects such as graphic design, theater, branding, fine art, photography, interior design, writing, acting, film, how to start careers, business and legal forms, business practices, and more. While we don't aspire to publish a New York Times bestseller or a national bestseller, we are deeply committed to quality books that help creative professionals succeed and thrive. We often publish in areas overlooked by other publishers and welcome the author whose expertise can help our audience of readers.
Download or read book Workforce Management Improvement Plan for the CNMI written by and published by . This book was released on 2002 with total page 100 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Kick Ass Business and Marketing Secrets written by Bob Pritchard and published by John Wiley & Sons. This book was released on 2011-07-28 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: A complete course on the rules of marketing for today’sclimate In this fast-paced, cluttered, and global marketplace, newinfluences are constantly affecting your business. Today'ssophisticated consumers are searching for products that meet anemotional need, have added value, and come with no purchase risk.They want environmentally friendly products, and it’simportant that they buy from businesses that share their corebeliefs. Despite these demands, effective marketing still comesdown to knowledge, empathy, and communication. Kick Ass Businessand Marketing Secrets offers a complete course on business andmarketing, with simple, easily implemented rules for marketingsuccess. The author, “Mr. Marketer” Bob Pritchard, offersexpert guidance to help you thoroughly research and understand yourproduct, market place, and competitors. Delivers step-by-step advice on how to add value to everypurchase Details various communication vehicles and advises on how tochoose the most appropriate vehicle for your campaign Develops critical thinking skills to push you beyond yourcomfort level With so many new sources of market pressure, there’s noroom for poor marketing strategies. Get the new rules formarketing, and stand out from the rest.
Download or read book Books in Print Supplement written by and published by . This book was released on 1994 with total page 1852 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Executive Presence The Art of Commanding Respect Like a CEO written by Harrison Monarth and published by McGraw Hill Professional. This book was released on 2009-10-23 with total page 271 pages. Available in PDF, EPUB and Kindle. Book excerpt: Get the Key to the Boardroom with Powerful Executive Presence! “This book can be a key aid in helping you make it to the next level! Great coaching for anyone who is even thinking of becoming an executive!” Marshall Goldsmith, New York Times bestselling author of What Got You Here Won’t Get You There “On the corporate battlefield a true leader’s success is based upon his or her ability to communicate effectively, persuade others to follow a goal, and execute it. This leads to success for all. When the stakes are high, you’re well advised to read this book first.” Scott A. Gaines, vice president, Hertz Corporation “If you are seriously looking to be perceived in the light you choose, Executive Presence is the book that not only answers the question, but shows you how to apply the answers.” Kevin Hogan, author of The Psychology of Persuasion “Harrison Monarth is a first-rate thinker who writes as clearly as he thinks. No matter where you are on the career ladder, Executive Presence will put you a step ahead of your competition.” T. Scott Gross, author of Positively Outrageous Service “Most people know that to move up in your career, you need to have self-awareness and the ability to manage the perceptions of those whose opinions count. . . . Executive Presence is your comprehensive guide to help you become more profi cient at self-marketing and the art of ethical persuasion to achieve your personal and professional goals.” Larina Kase, PsyD, MBA, author of The Confident Leader and coauthor of the New York Times bestseller The Confident Speaker About the Book An expert in coaching high-level players in the art of perception management, Harrison Monarth reveals the critical difference between CEOs and those of us who wish to be CEOs. It’s not a matter of intelligence, connections, or luck. It can be summed up in two words: executive presence. While most of us toil in obscurity and expect great things to follow, those on the path to corporate leadership spend their time perfecting the types of leadership communication skills that generate respect and get others to share their vision. They use these skills to establish how they are perceived by others and to manage their reputation throughout the organization. In other words, these soon-tobe top players have developed the presence of an executive through careful image management—and they make sure they have the goods to back it up. In Executive Presence, Monarth shows how you can seize control of your own career using the same skills. Inside, he explains how to: Accurately “read” people and predict their behavior Influence the perceptions of others Persuade those of opposing views to your side Create and maintain a personal “brand” Manage and control your online reputation Perform damage control when things go wrong Monarth’s conclusions aren’t based solely on his keen insight and extensive experience; they’re the result of the latest scientifi c research in interpersonal communication and human behavior. Talent and skills are important, but they alone won’t take you to the top of your organization. People reach highly infl uential positions because they deeply understand the power of perception and know how to leverage it in their favor. The good news is, anyone with the will to succeed can do it. Executive Presence provides all the techniques you need to take your career to the highest level of any organization.
