Written in the parable style of THE ONE MINUTE MANAGER, RAVING FANS uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature and not just another program of the month.
This text looks at how to work successfully in a project environment. Coverage includes: how to organize and manage effective project teams; communication, with a focus on how to document and communicate project developments within the team and to others; planning; scheduling; and cost estimating.
Harvard professor Christensen demonstrates in this revolutionary business book why outstanding companies that do everything right still lose their market leadership when confronted with disruptive changes in technology and market structure. He tells how to avoid a similar fate as businesses race online into the 21st century.
In the worldwide bestseller, "The Innovator's Dilemma", Clayton M. Christensen exposed a crushing paradox behind the failure of many industry leaders. By doing what good companies were supposed to do-focus on pleasing their most profitable customers-leaders were paving the way for their own demise. How? By ignoring 'disruptive technologies' - new, ...
A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.
So you have something to sell or you work for a business using salesforce.com, but you're not quite sure how to maximize your profits with it? Never fear! "Salesforce.com for Dummies" shows you the quick and easy way to start selling your product or service online without the confusion or fuss. With an emphasis on customer relationship management, ...
This concise guide for enlightened management is written as a parable about a manager of a dysfunctional department who looks literally "across the street"--to a fish market--and finds ways to motivate the workforce by establishing a supportive and exciting environment, thus improving efficiency and service.
Part how-to manual, part economic analysis, THE EXPERIENCE ECONOMY encourages companies to create cultures around their products, rather than concentrating on hawking goods and services. The authors point to Saturn, where new car owners are surrounded by applauding employees, and suggest that this kind of emphasis on customer experiences will ...
"What's the Secrets?" gives you an inside look at the world-class customer service strategies at today's some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis and how your company can too. Packed with insider ...
Based on the popular and addictive Ten Things They Won't Tell You column in "SmartMoney," this collection offers the experts' knowledge on 100 industries and institutions that readers interact with daily.
A straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager. Raving Fans, in a nutshell, is the advice given to a new Area Manager on his first day -- in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer ...
This work demonstrates how companies can use complaints as a strategic tool to actually increase business. It offers a complete "Complaints Policy" that readers can implement in their companies and presents numerous real-life examples of good (and poor) complaint handling.
The runaway international bestseller with more than 600,000 copies sold, now expanded to make its message even more compelling for todays market leaders.. Why is it that Casio can sell a calculator more cheaply than Kelloggs can sell a box of corn flakes? Why can FedEx absolutely, positively deliver your package overnight but airlines have trouble ...
Praise for The Nordstrom Way "Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for." -- David D. Glass President and Chief Executive Officer Wal--Mart Stores, Inc. "Nordstrom is a national model ...
Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, ...
In this revealing business advice book, the magic of Seattle's Pike Place Fish Market proves a dynamic example of what a group of people can create when they are aligned and living a powerful vision.
"Services Marketing, 5/e", recognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the book's content is to develop strong customer relationships through quality service. The book also focuses on knowledge needed to implement service strategies for competitive advantage across ...
"The Innovator's Dilemma" demonstrates why outstanding companies that had their competitive antennae up, listened astutely to customers, and invested aggressively in new technologies still lost their market dominance. Drawing on patterns of innovation in a variety of industries, the author argues that good business practices can, nevertheless, ...
For undergraduate and graduate supply chain management courses. Illustrating the key drivers in effective supply chain management. Supply Chain Management illustrates the key drivers of good supply chain management in order to help students understand what creates a competitive advantage. This text also provides strong coverage of analytic skills ...
How is it that some companies are rewriting the rules of competition in their markets, setting wholly new standards of quality, innovation and customer service? What sets these companies apart? The answers can be found in this book from the same consulting firm that brought you business reengineering. This work presents a deceptively simple thesis ...
Jay Chiat, founder of the prestigious Chiat/Day advertising agency (which created campaigns for the Energizer Bunny and Fruitopia) called it "The best new-business tool ever invented." A newly defined discipline that combines aspects of four traditionally separate areas of advertising and marketing, account planning is one of the hottest topics in ...
Yellin offers a lively narrative exploration of the very human stories behind the often inhuman face of call-center customer service--and why customer service doesn't have to be this bad.
Focusing on 14 companies that stand out from the pack - including the Chick-Fil-A, Charles Schwab Corporation, Dial-A-Mattress, Enterprise Rent-A-Car, and Midwest Express Airlines - Leonard Berry identifies nine drivers of sustainable success for any service organization.
When it comes to customer service, 'good' just isn't good enough. To stand out from the crowd, a company needs to deliver excellent service to their customers. "Award- Winning Customer Service" shows how to make it happen. Packed to the brim with practical tips and strategies for improving and then maintaining any company's level of customer ...
We guarantee every item's condition, as described on Alibris. If you are not satisfied that an item is as described, return your purchase for a refund.
Who Moved My Cheese?
by
Spencer Johnson, M.D., Ken Blanchard (Foreword by)
