Book Description
Business.
Lead with Your Customer
Author : Mark David Jones
Publisher : ASTD
Page : 0 pages
File Size : 35,38 MB
Release : 2010
Category : Corporate culture
ISBN : 9781562867157
Lead With Your Customer, 2nd Edition
Author : Mark David Jones
Publisher : Association for Talent Development
Page : 273 pages
File Size : 46,98 MB
Release : 2019-02-01
Category : Business & Economics
ISBN : 1947308858
Book Description
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.
Customer Loyalty Guaranteed
Author : Chip R Bell
Publisher : Adams Media
Page : 0 pages
File Size : 48,15 MB
Release : 2007-11-01
Category : Business & Economics
ISBN : 9781598694680
Book Description
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.
Lead Your Boss
Author : John Baldoni
Publisher : AMACOM/American Management Association
Page : 242 pages
File Size : 28,65 MB
Release : 2010
Category : Business & Economics
ISBN : 0814415059
Book Description
A guidebook for those who have vision and drive to take the organization to the next level ... and a boss. Every manager on the move wants to have influence at the top in order to get his or her ideas heard and acted upon. In Lead Your Boss, John Baldoni gives managers new, as well as tried-and-true, methods for influencing both their bosses and their peers, and giving senior leaders reasons to follow their lead. Featuring instructive stories based on real-life experiences from leaders at all levels, he reveals proven strategies for developing spheres of influence; handling tough issues; asserting oneself diplomatically; putting the team first; persuading up; establishing trust; using organizational politics to everyone's advantage; inspiring others through-out the organization. He gives readers practical, tactical advice on becoming a key player in any organization--Publisher's description.
Leadership on the Line, With a New Preface
Author : Ronald Heifetz
Publisher : Harvard Business Press
Page : 288 pages
File Size : 48,52 MB
Release : 2017-06-20
Category : Business & Economics
ISBN : 1633692841
Book Description
The dangerous work of leading change--somebody has to do it. Will you put yourself on the line? To lead is to live dangerously. It's romantic and exciting to think of leadership as all inspiration, decisive action, and rich rewards, but leading requires taking risks that can jeopardize your career and your personal life. It requires putting yourself on the line, disrupting the status quo, and surfacing hidden conflict. And when people resist and push back, there's a strong temptation to play it safe. Those who choose to lead plunge in, take the risks, and sometimes get burned. But it doesn't have to be that way say renowned leadership experts Ronald Heifetz and Marty Linsky. In Leadership on the Line, they show how it's possible to make a difference without getting "taken out" or pushed aside. They present everyday tools that give equal weight to the dangerous work of leading change and the critical importance of personal survival. Through vivid stories from all walks of life, the authors present straightforward strategies for navigating the perilous straits of leadership. Whether you're a parent or a politician, a CEO or a community activist, this practical book shows how you can exercise leadership and survive and thrive to enjoy the fruits of your labor.
Winning on Purpose
Author : Fred Reichheld
Publisher : Harvard Business Press
Page : 159 pages
File Size : 12,75 MB
Release : 2021-12-07
Category : Business & Economics
ISBN : 1647821797
Book Description
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.
Lead with We
Author : Simon Mainwaring
Publisher : BenBella Books
Page : 332 pages
File Size : 14,65 MB
Release : 2021-11-09
Category : Business & Economics
ISBN : 1637740034
Book Description
WALL STREET JOURNAL BESTSELLER 2022 NATIONAL INDIE EXCELLENCE AWARDS FINALIST — BUSINESS: GENERAL • 2022 AXIOM BUSINESS BOOK AWARD GOLD MEDALIST — LEADERSHIP "Critically important reading as our economy struggles to recover the pandemic's deleterious economic impact that is currently compounded by supply chain issues and the beginnings of an inflationary spiral." —The Midwest Book Review "Provides concrete steps leaders and employees can take to thrive in today’s marketplace, where taking a stand on something important to your customers can become a competitive differentiator." —Forbes Discover an urgent prescription for a new business paradigm—one that better serves humanity and the planet. The global coronavirus pandemic has thrown into stark relief how “business as usual” is no longer serving us. The economic, business, and environmental models of the past do not reflect our current realities. And for our economy—for us—to survive, we need nothing less than a seismic shift in the way we do business. Enter Simon Mainwaring, New York Times-bestselling author and founder and CEO of We First. A decade ago, he showed how business leaders and consumers could use social media to build a better world in We First. Now, after decades of research and field experience at the vanguard of the world’s most successful brand revolutions, he provides in Lead With We a blueprint for doing business better in today’s challenged world. By leading with “we”—putting the collective above the individual, holding the sum above the parts, and emphasizing the importance of the role that everyone plays—you can not only help solve the escalating challenges of today but also unlock extraordinary growth for your business, and abundance on our planet. Timely and compelling, this book’s message is simple: The future of profit is people’s purpose, aligned. Lead With We not only examines why we must all conduct business differently in order to grow in today’s market, but provides the how—concrete steps any reader, wherever they find themselves in the business hierarchy, can take toward success.
Customer Experience Management
Author : Nihat Tavşan
Publisher : Tasora Books
Page : 300 pages
File Size : 47,57 MB
Release : 2018-05-07
Category : Business & Economics
ISBN : 9781934690956
Book Description
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?
People Follow You
Author : Jeb Blount
Publisher : John Wiley & Sons
Page : 199 pages
File Size : 50,11 MB
Release : 2011-11-15
Category : Business & Economics
ISBN : 1118094018
Book Description
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.
INSPIRED
Author : Marty Cagan
Publisher : John Wiley & Sons
Page : 370 pages
File Size : 11,77 MB
Release : 2017-11-17
Category : Business & Economics
ISBN : 111938754X
Book Description
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.
