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EBookClubs

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Book The Real Heroes of Business   and Not a CEO Among Them

Download or read book The Real Heroes of Business and Not a CEO Among Them written by Bill Fromm and published by Broadway Business. This book was released on 1994 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: After reviewing hundreds of individual service performers the authors revealed the secrets of fourteen customer service heroes and analyze the details and strategies that distinguish great service from good service.

Book Clued In

    Book Details:
  • Author : Lewis Carbone
  • Publisher : Pearson Education
  • Release : 2010-03-31
  • ISBN : 013270384X
  • Pages : 403 pages

Download or read book Clued In written by Lewis Carbone and published by Pearson Education. This book was released on 2010-03-31 with total page 403 pages. Available in PDF, EPUB and Kindle. Book excerpt: Good, bad, or indifferent, every customer has an experience with your company and the products or services you provide. But few businesses really manage that customer experience, so they lose the chance to transform customers into lifetime customers. In this book, Lou Carbone shows exactly how to engineer world-class customer experiences, one clue at a time. Carbone draws on the latest neuroscientific research to show how customers transform physical and emotional sensations into powerful perceptions of your business... perceptions that crystallize into attitudes that dictate everything from satisfaction to loyalty. And he explains how to assess and audit existing customer experiences, design and implement new ones... and "steward" them over time, to ensure that they remain outstanding, no matter how your customers change.

Book Reviewing Leadership  Engaging Culture

Download or read book Reviewing Leadership Engaging Culture written by Robert J. Banks and published by Baker Academic. This book was released on 2016-06-21 with total page 346 pages. Available in PDF, EPUB and Kindle. Book excerpt: Evaluating Current Approaches to Leadership This book offers a comprehensive evaluation of current approaches to leadership from a discerning Christian perspective. Combining expertise in leadership, theology, and ministry, the authors take a historical look at leadership and how it is viewed and used in today's context. The book is informed by both biblical and leadership studies scholarship and interacts with a number of popular marketplace writings on leadership. It also evaluates exemplary role models of Christian leadership. The second edition has been updated and revised throughout.

Book Results Based Leadership

Download or read book Results Based Leadership written by David Ulrich and published by Harvard Business Press. This book was released on 1999-04-06 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: A landmark book, Results-Based Leadership challenges the conventional wisdom surrounding leadership. Authors Ulrich, Zenger, and Smallwood--world-renowned experts in human resources and training--argue that it is not enough to gauge leaders by personal traits such as character, style, and values. Rather, effective leaders know how to connect these leadership attributes with results. Results-Based Leadership shows executives how to deliver results in four specific areas: results for employees, for the organization, for its customers, and for its investors. The authors provide action-oriented guidelines that readers can follow to develop and hone their own results-based leadership skills. By shifting our focus to the connection between the attributes and the results of leadership, this perceptive new guide fundamentally improves our understanding of effective leadership. Results-Based Leadership brings a refreshing clarity and directness to the leadership discussion, providing a hands-on program to help executives succeed with their leadership challenges.

Book Pushing the Envelope

Download or read book Pushing the Envelope written by Harvey Mackay and published by Ballantine Books. This book was released on 2007-12-18 with total page 369 pages. Available in PDF, EPUB and Kindle. Book excerpt: Pushing the Envelope is packed with triumphs, wit, and wisdom gleaned from Harvey Mackay and the super-successful people he’s learned from over the years as a marketing whiz and bestselling author. The man who taught us how to “swim with the sharks” is back with a boatload of tips and techniques for becoming more savvy and successful in everything you do. To Harvey Mackay, “pushing the envelope” means pushing the boundaries and pushing yourself to maximize your advantage—to be better, faster, and smarter and to get the results you want, in business and in life. In his new book, Pushing the Envelope: All the Way to the Top, you’ll learn • How to get the order • The art of negotiating the best deals for you • The essential qualities all leaders possess • Fail-safe ways to move up the corporate ladder • Business titans’ secrets to achievement • The keys to balancing work and family • How to use laughter as a productivity tool • And much more! Humor. Honesty. Fairness. The ability to get others to see your vision. Judgment. Guts. Respect for the bottom line—and all the lines that lead to it. These are the values that have made Harvey Mackay the business and civic leader he is today. A born communicator, Mackay distills the lessons of his forty years in business into pithy, punchy chapters that cut to the heart of everyday problems and situations. As usual, Mackay has his trademark, no-nonsense lists, including: • 5 ways to ruin a good sales force • 11 questions to ask a job prospect • 10 New Year’s resolutions • 7 things not to do with a friend • 12 ways to ruin your next speech Both practical and entertaining, charged throughout with Harvey Mackay’s inimitable style, humor, and entrepreneurial wisdom, Pushing the Envelope puts the fun, the creativity, and the challenge back in business. Whether you’re at the top of your company or determined to get there, this is one business book that will earn your stamp of approval. Praise for Pushing the Envelope “What would our nation be without Minnesotans? Besides Post-it notes, the state has given us the sublimely American town, Lake Wobegon; the spectacularly American wrestler-turned-Governor, Jesse Ventura; and the quintessentially American businessman, Harvey Mackay.”—The New York Times “A refreshing delivery of advice.”—USA Today

Book Tales of Knock Your Socks Off Service

Download or read book Tales of Knock Your Socks Off Service written by Kristin Anderson and published by Amacom. This book was released on 1998 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: The 10th book in the "Knock Your Socks Off Service" series tells tales (101 of them) of memorable customer service, customer service heroes, and service providers who have gone "above and beyond" for their customers. With its humor, pragmatic observations, and stories, anyone at any service level will get a kick out this book.

Book Why Service Matters

Download or read book Why Service Matters written by Raul Pupo and published by Lulu.com. This book was released on 2019-06-20 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why Service Matters is a collection of over fifty essays that Raul Pupo asserts will change the way you think about service. What consumers in business, education, and government receive by way of service has gotten progressively worse over time. What is most distressing, however, is that there does not appear to be any cause for optimism that the shoddy service being dished out to consumers will improve any time soon. That is, not unless and until leaders come to grips with the fact that service to the customer is grounded in four critical success factors or foundational propositions: a leadership that unequivocally believes they are in business, first and foremost, to serve the customer; a strategic planning regimen centered on the customer; an ethic of service to guide the organization to always err on behalf of the customer; and a competent, motivated, supported, and empowered front-line organization.

Book Handbook of Services Marketing and Management

Download or read book Handbook of Services Marketing and Management written by Teresa Swartz and published by SAGE Publications. This book was released on 1999-11-19 with total page 534 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues. A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused `mini' chapters. This variation enables the book to provide broader coverage through the inclusion of more topics.

Book Radical Simplicity

Download or read book Radical Simplicity written by Ken Allen and published by Random House. This book was released on 2019-09-05 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: The key to rising to the top of your company lies in a simple message and philosophy. The ultimate inspirational story for ambitious innovators, market-disruptors, and global business entrepreneurs. Celebrating DHL’s fiftieth anniversary as a world-leading delivery company, global CEO Ken Allen tells the unique story of his journey to the top of the industry. In this business memoir, he shares the strategies and skills he has developed throughout his career, drawing on both his core values and extensive experience. This book is an inimitable guide to succeeding in any business, focusing on strategy and practical advice while revealing the simple lessons you need to learn to excel in life and work. It is an accessible read for entrepreneurs and managers at any stage of their career, packed with motivational material and no-nonsense tips. This simple and honest book is a must-have for anyone looking to reach the top of their field.

Book Just Start

    Book Details:
  • Author : Leonard A. Schlesinger
  • Publisher : Harvard Business Press
  • Release : 2012
  • ISBN : 1422143619
  • Pages : 224 pages

Download or read book Just Start written by Leonard A. Schlesinger and published by Harvard Business Press. This book was released on 2012 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Outlines a path to success based on creativity and problem solving despite the changing economic clmate and future uncertainty.

Book Managing Your Boss

    Book Details:
  • Author : Rashmi Datt
  • Publisher : SCB Distributors
  • Release : 2015-07-08
  • ISBN : 818328440X
  • Pages : 154 pages

Download or read book Managing Your Boss written by Rashmi Datt and published by SCB Distributors. This book was released on 2015-07-08 with total page 154 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides valuable insight and practical tips through case studies and examples based on real life experiences of middle and senior managers. While endless material (books, training workshops, seminars and studies) is churned out on leaderships skills, followership, the art of working effectively and harmoniously with superiors is underestimated. Valuable time and energy are spent (at the office water-cooler or family dinner-table) in crying, "Why can't my boss be like me/like my ex-boss -- more appreciative; more enterprising more considerate; more communicative; less rigid..."

Book Mindset

    Book Details:
  • Author : Carol S. Dweck
  • Publisher : Ballantine Books
  • Release : 2007-12-26
  • ISBN : 0345472322
  • Pages : 322 pages

Download or read book Mindset written by Carol S. Dweck and published by Ballantine Books. This book was released on 2007-12-26 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the renowned psychologist who introduced the world to “growth mindset” comes this updated edition of the million-copy bestseller—featuring transformative insights into redefining success, building lifelong resilience, and supercharging self-improvement. “Through clever research studies and engaging writing, Dweck illuminates how our beliefs about our capabilities exert tremendous influence on how we learn and which paths we take in life.”—Bill Gates, GatesNotes “It’s not always the people who start out the smartest who end up the smartest.” After decades of research, world-renowned Stanford University psychologist Carol S. Dweck, Ph.D., discovered a simple but groundbreaking idea: the power of mindset. In this brilliant book, she shows how success in school, work, sports, the arts, and almost every area of human endeavor can be dramatically influenced by how we think about our talents and abilities. People with a fixed mindset—those who believe that abilities are fixed—are less likely to flourish than those with a growth mindset—those who believe that abilities can be developed. Mindset reveals how great parents, teachers, managers, and athletes can put this idea to use to foster outstanding accomplishment. In this edition, Dweck offers new insights into her now famous and broadly embraced concept. She introduces a phenomenon she calls false growth mindset and guides people toward adopting a deeper, truer growth mindset. She also expands the mindset concept beyond the individual, applying it to the cultures of groups and organizations. With the right mindset, you can motivate those you lead, teach, and love—to transform their lives and your own.

Book Delivering Satisfaction and Service Quality

Download or read book Delivering Satisfaction and Service Quality written by Peter Hernon and published by American Library Association. This book was released on 2001 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.

Book World Class Manufacturing  The Next Decade

Download or read book World Class Manufacturing The Next Decade written by Richard J. Schonberger and published by Simon and Schuster. This book was released on 2010-05-11 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Since the invention of double-entry bookkeeping, managers have judged a company's worth by sales and profits. Now, Richard J. Schonberger, the architect of the worldwide Just-In-Time revolution, reaches beyond "financials" to redefine excellence -- and reveals, with new benchmark data, how pioneers become dynasties. Schonberger's pathbreaking new research reveals that, from 1950 to 1995, while "financials" dipped and soared repeatedly, industrial decline and ascendancy correlated perfectly with inventory turnover -- one of two key nonfinancial indicators and a bedrock measure, along with customer satisfaction, of a company's power, strength, and value. In this immensely readable book, he captures these new metrics -- the true predictions of future success -- in 16 customer-focused principles created from self-scored reports supplied by over 100 pioneering manufacturers in nine countries. Armed with new world-class benchmark data, Schonberger redefines excellence in terms of competence, capability, and customer-focused, employee-driven, data-based performance. For front-tine associates to senior executives, Schonberger has written manufacturing's action agenda for the next decade. This book will be indispensable reading for manufacturing and general managers in all industries, as well as for pension fund managers, institutional investors, stock analysts, and stockbrokers.

Book America s Service Meltdown

Download or read book America s Service Meltdown written by Raul Pupo and published by Bloomsbury Publishing USA. This book was released on 2010-06-16 with total page 193 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back. What distinguishes America's Service Meltdown: Restoring Service Excellence in the Age of the Customer is its striking originality and applicability to businesses of nearly every type and size. Based on the author's extensive personal and professional experience, the book offers a straightforward, no nonsense model that clearly explains how to organize the modern enterprise for the delivery of service excellence. Customer-oriented companies can operate more effectively, Raul Pupo argues, by focusing on the critical success factors of service: leadership that unequivocally believes they are in business to serve the customer; a business-planning process centered around the customer; an organizational ethic of service up and down the ranks; and an empowered, motivated, and competent frontline organization. Readers will discover what it takes to serve customers superbly, how excellent customer service profoundly improves profitability, and how to identify the biggest obstacles to good service. Most importantly, they will be rewarded with concrete instructions that will enable them to deliver topnotch customer service every step of the way.

Book Setting Customer Service Standards

Download or read book Setting Customer Service Standards written by Carol A. Singer and published by . This book was released on 1994 with total page 38 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Book The High Cost of Low Morale   and what to do about it

Download or read book The High Cost of Low Morale and what to do about it written by Carol A. Hacker and published by CRC Press. This book was released on 2021-10-19 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: While the morale of an organization is an intangible element composed of feelings and attitudes of individuals and groups, the effects of morale include tangible and extremely important factors such as profits, efficiency, quality, and productivity. Low morale and its costliest indicator, high turnover, can be a tremendous drain on a company's finances. Managers often view morale as mysterious and unpredictable, when in fact it is a measurable, controllable expense. The High Cost of Low Morale explores the underlying causes of low morale and offers you field-proven, practical methods for increasing morale and reducing turnover in your organization.