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Tony Hsieh--the widely-admired CEO of on-line shoe retailer, Zappos--explains how he created a unique culture and commitment to service that aims to improve the lives of its employees, customers, vendors and backers. Even better, he shows how creating happiness and record results go hand-in-hand.
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Getting through to someone is a fine art, indeed, but a critical one nonetheless. Whether you are dealing with a harried colleague, a stressed-out client, or an insecure spouse, things will go from bad to worse if you can't break through emotional barricades and get your message thoroughly communicated and registered.
Drawing on his experience as a psychiatrist, business consultant, and coach, author Mark Goulston shares simple but powerful techniques...
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Lencioni illustrates the principles of inspiring client loyalty through a business fable. He explains the theory of vulnerability in depth and presents concrete steps for putting it to work in any organization. The story follows a small consulting firm, Lighthouse Partners, which often beats out big-name competitors for top clients. One such competitor buys out Lighthouse and learns important lessons about what it means to provide value to its clients....
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"The founder and CEO of Salesforce reveals the secrets to building a world-class culture and offers a model for leadership that will define the most successful companies of the future. Trailblazer is Marc Benioff's answer to the one question he's most often asked: what is the secret to driving continuous growth and innovation. His answer: building a culture where values permeate everything you do. As the world has grown vastly more complicated, says...
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Wow your customers . . . with "less." Cut costs-it's a common corporate refrain. But if you constantly slash expenditures, what happens to innovation? How can you stay competitive and satisfy customers? Costovation solves the dilemma of how to spend less and innovate more. The book's revolutionary approach broadens the definition of innovation beyond products to the business model itself. With costovation, you let go of assumptions, take a fresh look...
34) The science of service: the proven formula to drive customer loyalty and stand out from the crowd
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In The Science of Service, customer service expert Mark Colgate uses the latest research into the science and discipline of great service, combined with fascinating case studies from companies as diverse as Whistler Blackcomb to Australia's Commonwealth Bank to Amazon, to empower you to differentiate your organization, increase customer loyalty, and drive revenue. Colgate distills more than twenty years of teaching customer service courses into his...
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"The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research. Original chapters from the world's leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material...
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We now live in a "wiki" world where mass collaboration is not only possible--it's often the best solution. Conventional management thought assumes that command-and-control is the most effective way to organize the efforts of large numbers of people, but rapid change and increasing complexity have rendered that model obsolete. As a result, most managers today lack the skills and knowledge needed to succeed in an age when networks are proving smarter...
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Lucky OT́oole ́head of Customer Relations at premier megaresort the Babylon ́thinks itś just another night in Las Vegas. A tractor-trailer has spilled its load of a million honeybees, blocking not only the Strip but the entrance to her hotel. . .The district attorney for Clark County ́apparently the odd man out of a threesome on the twelfth floor ́is hiding in the buff in one of the hotelś laundry rooms. . .And Numbers Neidermeyer ́one...
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"In Evangelist Marketing, Alex Goldfayn argues that technology companies succeed in spite of their marketing, not because of it. He says that if consumer tech makers ceased all marketing activity today, they would not see a significant decline in sales. In this book, Alex presents why the current state of overly-technical, features-oriented tech marketing, branding, communications and public relations is costing the industry billions of dollars--easy...