Author: Jeff Toister Publisher: ISBN: Category : Consumer satisfaction Languages : en Pages : 0
Book Description
This book is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. 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.--
Author: Disney Institute Publisher: ISBN: Category : Business & Economics Languages : en Pages : 212
Book Description
Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.
Author: Dennis Snow Publisher: John Wiley & Sons ISBN: 0470503807 Category : Business & Economics Languages : en Pages : 261
Book Description
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.
Author: Micah Solomon Publisher: HarperCollins Leadership ISBN: 1400214939 Category : Business & Economics Languages : en Pages : 241
Book Description
The ultimate guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field. Great customer service may be today's most essential competitive advantage. This book gives a step-by-step plan to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational and hilarious tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. In Ignore Your Customers (and They'll Go Away), you will find: Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company. A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture. Case studies and anecdotes from the great customer-centric companies of our time. Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable. Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty.
Author: Neal M. Ashkanasy Publisher: SAGE ISBN: 1412974828 Category : Business & Economics Languages : en Pages : 665
Book Description
The Second Edition provides an overview of current research, theory and practice in this expanding field. The editorial team and the authors come from diverse professional and geographical backgrounds, and provide an unprecedented coverage of topics relating to both culture and climate of modern organizations.
Author: Shep Hyken Publisher: Greenleaf Book Group ISBN: 1626340102 Category : Business & Economics Languages : en Pages : 249
Book Description
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
Author: Susan Cartwright Publisher: John Wiley & Sons ISBN: Category : Business & Economics Languages : en Pages : 646
Book Description
Organizational culture and climate continues to engage academic interest and debate. Culture has increasingly been linked to a diverse range of individuals and organizational behaviours. However, despite the international interest and importance of the concept, the dominant literature in this field has tended to reflect an Anglo-US model and perspective. There are no significant texts which have attempted to combine and integrate the more traditional with the more emergent perspective. This book will be the first volume to offer authoritative, critical and comprehensive discussion and information on the topic. It will review the current state of the art in terms of the theoretical and methodological issues and problems and it will consider future research directions.
Author: Ron Kaufman Publisher: ISBN: 9780984762507 Category : Business & Economics Languages : en Pages : 0
Book Description
Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.
Author: Wilfried Raussert Publisher: Routledge ISBN: 1351064681 Category : Political Science Languages : en Pages : 541
Book Description
Exploring the culture and media of the Americas, this handbook places particular emphasis on collective and intertwined experiences and focuses on the transnational or hemispheric dimensions of cultural flows and geocultural imaginaries that shape the literature, arts, media and other cultural expressions in the Americas. The Routledge Handbook to the Culture and Media of the Americas charts the pervasive, asymmetrical flows of cultural products and capital and their importance in the development of the Americas. The volume offers a comprehensive understanding of how inter-American communication is constituted, framed and structured, and covers the artistic and political dimensions that have shaped literature, art and popular culture in the region. Forty-six chapters cover a range of inter-American key concepts and dynamics, divided into two parts: Literature and Music deals with inter-American entanglements of artistic expressions in the Western Hemisphere, including music, dance, literary genres and developments. Media and Visual Cultures explores the inter-American dimension of media production in the hemisphere, including cinema and television, photography and art, journalism, radio, digital culture and issues such as freedom of expression and intellectual property. This multidisciplinary approach will be of interest to a broad array of academic scholars and students in history, sociology, political science; and cultural, postcolonial, gender, literary, globalization and media studies.
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Author: Jeff Toister
Author: Jeff Toister
Author: Disney Institute
Author: Dennis Snow
Author: Micah Solomon
Author: Neal M. Ashkanasy
Author: Shep Hyken
Author: Susan Cartwright
Author: Ron Kaufman
Author: Wilfried Raussert