The Customer Comes Second
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The Customer Comes Second
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Author : Hal F. Rosenbluth
language : en
Publisher: William Morrow
Release Date : 1992
The Customer Comes Second written by Hal F. Rosenbluth and has been published by William Morrow this book supported file pdf, txt, epub, kindle and other format this book has been release on 1992 with Business & Economics categories.
In 15 years Rosenbluth has transformed a small family-owned business into an industry leader, grossing more than $1.5 billion annually. The secret of Rosenbluth's success, and his company's, is very simple: While dedication to customer satisfaction is the norm, he has thrived by concentrating on his employees first and his customers second.
The Customer Comes Second
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Author : Hal Rosenbluth
language : en
Publisher: Harper Collins
Release Date : 2002-08-20
The Customer Comes Second written by Hal Rosenbluth and has been published by Harper Collins this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-08-20 with Business & Economics categories.
Tom Peters says "Hal Rosenbluth's story is one of the great unsung business success sagas -- and in this fully revised and updated 10th anniversary edition of The Customer Comes Second, Rosenbluth and his co-author Diane McFerrin Peters offer proof that his leadership style is one for the new millennium. The secret of his success, and that of his company, Rosenbluth International is simple: Hal Rosenbluth concentrates on his employees first, and his customers second. This is a formula that has worked for more than two decades, and has transformed his company from a small family business into a global industry leader, grossing over $6 billion. In this classic on counterintuitive management practice, the entrepreneurial genius and visionary leader of Rosenbluth International shows you how to use exceptional service to win in any industry! This insightful and compelling book reveals new ideas for hiring, motivating and managing employees, and shows how best to integrate technological innovation and creative solutions into the everyday work experience to ensure that your employees -- your company's greatest asset -- win you the best customers and propel your business to the greatest heights of success. Rosenbluth's tried and tested methods show you how to build highly effective teams, inspire loyalty and initiative, and turn your workplace into a hotbed of synergy where people produce consistently incredible results. For more than ten years, the strategies and ideas in this book have galvanized CEOs, entrepreneurs and managers everywhere, making fans of business leaders and thinkers like Jeff Greenfield, Scott McNealy and many others. These secrets continue to prove themselves today as Rosenbluth International has rapidly emerged as the foremost travel management company since its industry’s devastation following 9/11. Find out how Hal Rosenbluth's winning ideas can transform you and your company: by putting your customer second, you're guaranteed to win!
The Customer Comes In Second
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Author : Bernard Hall
language : en
Publisher:
Release Date : 2003
The Customer Comes In Second written by Bernard Hall and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with categories.
Employees First Customers Second
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Author : Vineet Nayar
language : en
Publisher: Harvard Business Press
Release Date : 2010
Employees First Customers Second written by Vineet Nayar and has been published by Harvard Business Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Business & Economics categories.
Imagine a management philosophy based not upon serving a company's customers, but on serving the company's employees. Vineet Nayar, CEO of HCL Technologies in India, has put such a philosophy into practice with remarkable results. His "employee first, customer second" mantra has been recognized globally as an example of organizational innovation, and was deemed a "new and radical management philosophy" ripe for the picking in the Western world by Business Week. In this book, Nayar himself describes his blunt refusal to treat the flesh and blood of HCL--its people--as "human resource" or as "intellectual capital" or even as an asset like all its other assets-and how his unique perspective led to an holistic transformation of his organization. By putting employees on top of the organizational pyramid, he argues, your company can fully realize the value created in the interface between customers and employees. This book leads managers and executives through the five core aspects of Nayar's approach, demonstrating how to create a sense of urgency, overhaul incentives and reporting structures, foster transparency in communications and feedback, provide platforms for achievement and personal growth, and finally recognize the potential of every individual in the organization. The "Employee First" philosophy should be the fulcrum of the transformation journey of any organization.
The Cult Of The Customer
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Author : Shep Hyken
language : en
Publisher: John Wiley & Sons
Release Date : 2009-03-25
The Cult Of The Customer written by Shep Hyken and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-03-25 with Business & Economics categories.
In today’s competitive business climate, you can’t just satisfy your customers. You have to be better than that, giving them experiences that they won’t forget. Author Shep Hyken has spent twenty-five years studying great companies and the evangelists they create. In The Cult of the Customer, Hyken shows how to design a strategy that leads both customers and employees through five distinct cultural phases – from "uncertainty" to "amazement." By presenting dozens of case studies that show how great companies made this journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer – and shows how you can do it too. Hyken’s message is both powerful and timely: the happier your customers and employees are, the more successful your company will be. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists.
Members For Life
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Author : Richard F. Gerson
language : en
Publisher: Human Kinetics
Release Date : 1999
Members For Life written by Richard F. Gerson and has been published by Human Kinetics this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999 with Health & Fitness categories.
Members for life shows how to develop a customer service standard that will keep your members coming back. It covers crucial skills that every fitness staff member needs to develop, from basic telephone and communication skills to tips for managing angry or complaining members.
The Constant Customer
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Author : Darryl S. Doane
language : en
Publisher: Human Resource Development
Release Date : 2008
The Constant Customer written by Darryl S. Doane and has been published by Human Resource Development this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Customer relations categories.
These are trying times. The economy has created an environment that forces customers to make more decisions, be more selective and cut back on items they may not have given a second thought to only a year ago. How can you ensure your company survives and thrives? The Constant Customer has the answer. It lays out the necessary guidelines to establishing the proper environment for the constant customer who comes back again and again and again. This book contains guidelines, suggestions, insights and actions to help you. It also offers actions to be taken immediately including always taking care of your customer, getting to know your customers business as well as you know your own, establishing trust, willingly educating your customers on your business, surprising your customers daily with your service and dealing with service problems and issues immediately. Obtaining the constant customer is not a spectator sport it involves a total immersion and complete involvement. The Constant Customer will instill in you a devotion to these ideas and to creating an environment in which they can flourish.
Amaze Every Customer Every Time
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Author : Shep Hyken
language : en
Publisher: Greenleaf Book Group
Release Date : 2013-09-03
Amaze Every Customer Every Time written by Shep Hyken and has been published by Greenleaf Book Group this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-09-03 with Business & Economics categories.
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.
Inspired
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Author : Marty Cagan
language : en
Publisher: John Wiley & Sons
Release Date : 2017-11-17
Inspired written by Marty Cagan and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-11-17 with Business & Economics categories.
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.
Patients Come Second
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Author : Spiegelman Paul
language : en
Publisher: Incorporated Original
Release Date : 2018-08-21
Patients Come Second written by Spiegelman Paul and has been published by Incorporated Original this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-08-21 with Business & Economics categories.
Americans enjoy the finest healthcare delivery system in the world, but most people will tell you that we still have a long way to go. Far too frequently, patients leave the doctor's office or hospital feeling confused, angry, or neglected. Healthcare leaders recognize this problem, but in their focus on patients (and sometimes financials), they often overlook the true key to lasting patient loyalty and satisfaction: their employees. Patients Come Second shakes up the traditional healthcare model, arguing that in order to care for and retain patients, leaders must first create exceptional teams and find ways to engage nurses, administrative staff, physicians, supervisors, and even housekeeping staff and switchboard operators. By connecting employees' work with a higher purpose and equipping them with the tools to become leaders themselves, patient care can be dramatically transformed. And with continuing healthcare changes on the horizon and ever-rising pressure to acquire and keep patients, doing so now is more important than ever. Britt Berrett, president of an 898-bed hospital, and Paul Spiegelman, founder and CEO of a successful patient-experience company, are the perfect guides to the changes needed in healthcare leadership. With a rich combined experience in their field, they have filled each chapter with an abundance of engaging, insightful stories and write with a humor and friendliness that balances and enhances the urgency of their message.