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 Professional. This book was released on 2013-12-06 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: What do Toyota, Apple, and Zappos have in common? CUSTOMER-CENTRIC CULTURE And now, with this research-based method, you can replicate their success with your business Based on more than 60 studies and the authors’ three-year proprietary research project with more than 100 companies, The Customer Culture Imperative demonstrates that organizations exhibiting a strong "customer-centric culture" do, in fact, produce superior business performance. It provides diagnostic tools and a roadmap for effective implementation, designed to make cultural change concrete and actionable in any organization. Dr. Linden R. Brown is chairman and co-founder of MarketCulture Strategies Inc. Christopher Brown is the former marketing director for Hewlett-Packard for the South Pacific and is presently a Silicon Valley-based sales and marketing consultant.
Download or read book Thrive written by Andrew Freedman and published by . This book was released on 2021-01-05 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Thrive provides leaders with a clear blueprint for building a high-performance culture. Drawing on extensive experience in change management, organizational development, and performance consulting, Andrew Freedman and Paul Elliott share their systematic approach, known as the Exemplary Performance System (EPS), in a way that enables leaders to take immediate action to shift workforce engagement and performance. Thrive teaches leaders how to create clarity and alignment around what high performance looks like and how to replicate it at scale, identify and eliminate barriers to performance excellence, effectively align individual and team priorities with those of the company, and build organizational systems and processes that accelerate business and financial results.
Download or read book Good Comes First written by S. Chris Edmonds and published by BenBella Books. This book was released on 2021-09-28 with total page 305 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover the practical, step-by-step guide to creating a workplace culture that’s better for employees, customers, and stakeholders—and your company’s bottom line. For decades, talented people have tolerated old-school leaders who put results before respect, toxic company cultures, and workplaces that suck. But those days are over, and if leaders want to attract and retain the best employees—while improving productivity, customer service, employee satisfaction, and profits—it’s time for them to create work cultures where good comes first. The problem is that because the corporate world has too often been driven primarily by results, we seldom ask leaders to change their work cultures. Even if we did, most leaders don’t know how. This book provides the actionable inspiration and practical direction needed to make that change happen. In Good Comes First, S. Chris Edmonds and Mark S. Babbitt go beyond theoretical advice, using their combined 50 years of experience to present proven strategies for creating purposeful, positive and productive work cultures. Cultures where good comes first for employees, customers, leaders, and stakeholders—and where improved business outcomes quickly follow. In these pages, readers will learn to: Appreciate why a good comes first culture is a business imperative – especially for younger generations. Distance yourself from the competition that maintains its undefined work culture (one that most likely sucks). Identify what “good” means for your company in today’s business climate – and in the future of work. Define your uncompromising work culture as you build a foundation of respect AND results. Formalize your team’s servant purpose so that everyone understands how what your team does improves lives and communities. Specify respectful behaviors, so your desired values are observable, tangible, and measurable. Align your entire organization to your desired work culture – where good comes first every day. Assess the quality of your current work culture by measuring and monitoring how well your leaders and your executive team demonstrate your servant purpose, valued behaviors, strategies, and goals. Hold everyone accountable for both respect and results through modeling, celebrating, measuring, coaching, and mentoring leaders and team members. Implement real, needed change – and quit “thinking” and “talking” about change (but never really get change started). Become a change champion while creating a lasting legacy as a business leader. Build a team of good people doing good work in a good company. What’s more, Good Comes First shows you where potential barriers to success hide—and how to push through them—and illuminates the moments when you’ll feel the most satisfaction and gain the most traction. After reading this book, you will see that when done right, change is not only possible—it’s practical, powerful, and profitable. And you will realize that you are the right person, at the right time, to make that change happen.
Download or read book The Customer Culture Imperative written by Linden Brown and published by . This book was released on 2014 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: Unlocking the secrets used by Amazon; Virgin; Apple; Starbucks; and salesforce.com; this groundbreaking guide reveals the key disciplines of customer culture that consistently predict enhanced; sustainable business results. --
Download or read book The Service Culture Handbook written by Jeff Toister and published by . This book was released on 2017-03-23 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book Culture Is the Way written by Matt Mayberry and published by John Wiley & Sons. This book was released on 2023-02-01 with total page 278 pages. Available in PDF, EPUB and Kindle. Book excerpt: Energize employee engagement and drive cultural excellence throughout your organization In Culture Is the Way: How Leaders at Every Level Build an Organization for Speed, Impact, and Excellence, former NFL Pro, world-renowned keynote speaker, and management consultant Matt Mayberry delivers an incisive and hands-on blueprint to employee engagement and peak productivity. In the book, you'll explore how leaders, at every level, can build a workplace culture that drives organizational excellence and unleashes the full potential of every employee. You’ll also learn: How to build a culture where people can become the best version of themselves and transform organizational performance Five common roadblocks that prevent leaders from using culture to get the best from their people and how to overcome them How to implement your playbook for cultural excellence across your entire organization An essential roadmap to organizational transformation with an unbending focus on the importance of workplace culture, Culture Is the Way will earn a place on the bookshelves of managers, executives, and other business leaders seeking to improve the performance of their team members.
Download or read book Culture Hacker written by Shane Green and published by John Wiley & Sons. This book was released on 2017-04-03 with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt: HACK YOUR WORKPLACE CULTURE FOR GREATER PROFITS AND PRODUCTIVITY "I LOVE THIS BOOK!" —CHESTER ELTON, New York Times bestselling author of All In and What Motivates Me "When companies focus on culture, the positive effects ripple outward, benefiting not just employees but customers and profits. Read this smart, engaging book if you want a practical guide to getting those results for your organization." —MARSHALL GOLDSMITH, executive coach and New York Times bestselling author "Most books on customer service and experience ask leaders to focus on the customer first. Shane turns this notion on its head and makes a compelling case why leaders need to make 'satisfied employees' the priority." —LISA BODELL, CEO of Futurethink and author of Why Simple Wins "This is a must read for anyone in a customer service-centric industry. Shane explains the path to creating both satisfied customers and satisfied employees." —CHIP CONLEY, New York Times bestselling author and hospitality entrepreneur The question is not, "does your company have a culture?" The question is, "does your company have a culture that fosters outstanding customer experiences, limits employee turnover, and ensures high performance?" Every executive and manager has a responsibility to positively influence their workplace culture. Culture Hacker gives you the tools and insights to do it with simplicity and style. Culture Hacker explains: Twelve high-impact hacks to improve employee experience and performance How to delight and retain a multi-generational workforce The factors determining whether or not your employees deliver outstanding customer service
Download or read book Leadership at Scale written by Claudio Feser and published by Nicholas Brealey. This book was released on 2018-12-04 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: "A first-class template demonstrating how to use superior leadership to drive performance in large organizations." - Paul Myners (Lord Myners), former FTSE100 Chair and Treasury Minister Leadership effectiveness drives organizational performance, yet almost half of all organizations face some kind of leadership gap that they are not able to fill. In Leadership at Scale, McKinsey experts C laudio Feser, Michael Rennie and Nicolai Nielsen share their secrets on how to increase leadership effectiveness across an organization. Using extensive research, distilled insights from McKinsey's leadership development work in practice, and lessons from a highly successful leadership development program, this book will focus on the leadership behaviors that matter most.
Download or read book Designing Future Oriented Airline Businesses written by Professor Nawal K Taneja and published by Ashgate Publishing, Ltd.. This book was released on 2014-08-28 with total page 309 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designing Future-Oriented Airline Businesses is the eighth Ashgate book by Nawal K. Taneja to address the ongoing challenges and opportunities facing all generations of airlines. Firstly, it challenges and encourages airline managements to take a deeper dive into new ways of doing business. Secondly, it provides a framework for identifying and developing strategies and capabilities, as well as executing them efficiently and effectively, to change the focus from cost reduction to revenue enhancement and from competitive advantage to comparative advantage. Based on the author’s own extensive experience and ongoing work in the global airline industry, as well as through a synthesis of leading business practices both inside and outside of the industry, Designing Future-Oriented Airline Businesses sets out to demystify numerous concepts being discussed within the airline industry and to facilitate managements to identify and articulate the boundaries of their business models. It provides material from which managements can set about answering the key questions, especially with respect to strategies, capabilities and execution, and pursue an effective redesign of their business. As with the author’s previous books, the primary audience is senior-level practitioners of differing generations of airlines worldwide as well as related businesses. The material presented continues to be at a pragmatic level, not an academic exercise, to lead managements to ask themselves and their teams some critical thought-provoking questions.
Download or read book Develop A Customer Focused Culture written by Milford Henrick and published by . This book was released on 2021-03-06 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why do so many companies struggle to get customer-centricity right? The most common, and perhaps the greatest, barrier to customer-centricity is the lack of a customer-centric organizational culture. At most companies, the culture remains product-focused or sales-driven, or customer-centricity is considered a priority only for certain functions such as marketing. To successfully implement a customer-centric strategy and operating model, a company must have a culture that aligns with them -- and leaders who deliberately cultivate the necessary mindset and values in their employees. The book's content has 3 main parts: Part 1: Culture Is the Key to Outstanding Customer Service Chapter 1 How Corporate Culture Guides Your Employees' Actions Chapter 2 Why Culture Initiatives Often Fail Part 2: Building a Customer-Focused Culture Chapter 3 Defining Your Culture Chapter 4 Engaging Employees with Your Culture Part 3: Changing Your Company's Service DNA Chapter 5 Aligning Your Business Around a Customer-Focused Culture Chapter 6 Setting Goals That Drive Your Culture Chapter 7 Hiring Employees Who Will Embrace Your Culture Chapter 8 Training Employees to Embody Your Culture Chapter 9 Empowering Employees to Support Your Culture Chapter 10 How Leadership Can Make or Break Your Culture Chapter 11 A Customer-Focused Example Chapter 12 Making the Commitment to a Customer-Focused Culture
Download or read book Unleashing Excellence written by Dennis Snow and published by John Wiley & Sons. This book was released on 2009-10-29 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 True Alignment written by Edgar Papke and published by AMACOM. This book was released on 2013-12-11 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: It cannot be overemphasized how important it is for leaders to ensure the company’s mission is manifested in the roles, expectations, and goals of every member of the organization. Companies live or die based on their ability to communicate and deliver on the promise their brand makes to its customers. But if that message is varied, or added to, or even unknown by a single member of the team, the resulting inefficiency, conflict, and disengagement will cripple a company’s ability to provide value to its customers. True Alignment reveals the blueprint for businesses of all types and sizes for creating a company culture where everyone is aligned to the vision and strategy behind the brand intention and responsible for living out the brand promise. You will learn how to: Decipher customer expectations Define the brand as a solution to the customer's needs Turn the unique selling proposition into the mission And much more You can replace the tires on a car, but if you don’t fix the alignment, you still won’t drive straight. The same goes for your company. Nothing else matters until the entire organization is aligned.
Download or read book Culture Blueprint written by Robert Richman and published by . This book was released on 2014-09-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Bring Out the Best in Every Employee How to Engage Your Whole Team by Making Every Leadership Moment Count written by Don Brown and published by McGraw Hill Professional. This book was released on 2012-11-09 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Elevate Capacity AND Drive Growth Now--Without Adding Headcount Management "As leaders, we like to think we control everything, and it's just not true--externals now drive the business. Learn to let go, learn to bring out the best in every employee!" -- Jim Farley, Group VP Global Marketing, Sales & Service, Ford Motor Company "One of the things we'll look back on 30 years from now is that this no-normal world has forced a higher quality of leadership than any other era in history. Bring Out the Best in Every Employee is the ultimate leader's handbook to that higher ground!” -- Howard Morgan, Managing Director, The Leadership Research Institute "One Fortune organization once reported that it interviewed one million people annually, that it hired 125,000 of them--and that their net productivity gain was only 15,000 employees! This paradox demonstrates the imperative of learning how to bring out the best in every employee you have." -- C.D. "Hoop" Morgan III, founder and Chairman, The Forté Institute "The productivity of our workforce has to rise with the times. This book is the leader's guide to starting that process, and to stopping the self-imposed barriers of the ego." -- Chuck Sykes, President and CEO , Sykes Enterprises "Bring Out the Best in Every Employee shows you how to expand your team's capacity--without adding a single headcount!" -- Tim Srock, VP Human Resources, McLaren Regional Medical Center Are You Capturing the Full Potential of Your Workforce? With employee dissatisfaction at an all-time high and job security more tenuous than ever, today's managers are scrambling to motivate their teams, often at great cost. If you're like most, it has been next to impossible to elevate capacity without increasing headcount--until now. Workplace performance experts Don Brown and Bill Hawkins have created a revolutionary approach to energizing your team. Now you can drive growth--by targeting and empowering the right people. Bring Out the Best in Every Employee shows you exactly how to leverage the untapped asset that's already on your payroll. The fact is, most managers devote so much time to either high-potential or high-problem employees that they neglect the critical mass at the top of the bell curve. And they can mean the difference between surviving . . . and thriving. This is an essential road map for any manager who wants to: Identify and target the "core" of his or her team Discover what the "silent majority" of the workforce actually wants Create a personal, actionable engagement plan for every employee Master the techniques to develop the capacity of "Solid Citizens" Most important, you'll learn what drives today's workforce . . . and what employees want from you in order to perform. By surveying more than 6,000 workers around the world, the authors identified what to stop, start, and continue doing to increase your return-on-leadership. Get yourself ready for honest--and sometimes shocking--feedback. Their findings will astound you and broaden your effectiveness exponentially.
Download or read book Customer Relationship Management written by Stanley A. Brown and published by Wiley. This book was released on 2000-04-27 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: Maximize customer satisfaction and maximize your bottom line Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization's current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits by first providing maximum customer satisfaction. * Covers developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care Stanley A. Brown (Toronto, Canada) is Partner in Charge of the Centre of Excellence in Customer Care at PricewaterhouseCoopers in Toronto.
Download or read book Culture Rules written by Mark Miller and published by National Geographic Books. This book was released on 2023-03-07 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Culture Rules is a clarion call for leaders around the world. The pandemic has magnified the essential role that culture plays in an organization’s health, vitality, and sustainability—some passed the test with flying colors while others are seeing with fresh eyes, deeply rooted issues and challenges within their culture. After completing a global study with over 5,000 participants from ten countries, Mark Miller and his team have exposed the most predominant fissures and their fixes. Culture Rules showcases leaders and organizations who are building strong, enduring cultures. Most important, this book is not just another compilation of case studies. Culture Rules makes the case for why leaders should invest their time and energy on building culture and gives them three simple, actionable rules they must play by if they want to stay in the game and win! These rules and their accompanying best practices enable leaders to: Clarify and communicate the organization’s cultural aspirations. Reinforce the aspiration through their daily activities. Maintain relevance and vitality by constantly enhancing their culture. When leader’s play by these rules, their actions become more strategic and productive while giving their organization a huge gift—a place where untapped potential is released and transformed into performance. Culture Rules!
Download or read book Beliefs Behaviors Results written by Scott Gillis and published by Greenleaf Book Group. This book was released on 2013 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: For any CEO who wants to achieve and sustain superior shareholder value growth. All chief executives want to deliver superior returns for their shareholders, however only a few have been able to do so on a sustainable basis. Beliefs, Behaviors, and Results profiles how the best Fortune 200 CEOs have been able to outperform their peers and sustain superior shareholder returns by institutionalizing a set of beliefs and behaviors in their organizations. Through the words and case examples of these leading chief executives, the authors capture the five core principles that have transformed the performance of some of the world's best corporations. Readers will learn how the CEOs of these companies united their organizations around a common definition of winning, how they helped their managers capture a greater share of market profits, and how they established a culture where all managers think and act like entrepreneurial owners. Readers will learn how the best executives: * Look at markets differently to identify new profitable growth opportunities * Develop strategic innovations that are at least as valuable as new product innovations in driving shareholder value growth * Establish a reinvestment advantage that is difficult for competitors to match * Sustain superior performance over time In addition, the reader will learn the: * Common mistakes that prevent most management teams from maximizing profitable growth and shareholder value * Specific actions that all senior managers can take to materially change sustainable performance of their corporation
