The Customer Culture Imperative A Leader S Guide To Driving Superior Performance
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The Customer Culture Imperative A Leader S Guide To Driving Superior Performance
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Author : Linden Brown
language : en
Publisher: McGraw Hill Professional
Release Date : 2013-12-06
The Customer Culture Imperative A Leader S Guide To Driving Superior Performance written by Linden Brown and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-12-06 with Business & Economics categories.
What do Toyota, Apple, and Zappos have in common? CUSTOMER-CENTRIC CULTURE And now, with this research-based method, you can replicate their success with your business Based on more than 60 studies and the authors’ three-year proprietary research project with more than 100 companies, The Customer Culture Imperative demonstrates that organizations exhibiting a strong "customer-centric culture" do, in fact, produce superior business performance. It provides diagnostic tools and a roadmap for effective implementation, designed to make cultural change concrete and actionable in any organization. Dr. Linden R. Brown is chairman and co-founder of MarketCulture Strategies Inc. Christopher Brown is the former marketing director for Hewlett-Packard for the South Pacific and is presently a Silicon Valley-based sales and marketing consultant.
Designing Future Oriented Airline Businesses
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Author : Professor Nawal K Taneja
language : en
Publisher: Ashgate Publishing, Ltd.
Release Date : 2014-09-28
Designing Future Oriented Airline Businesses written by Professor Nawal K Taneja and has been published by Ashgate Publishing, Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-09-28 with Transportation categories.
Designing Future-Oriented Airline Businesses is the eighth Ashgate book by Nawal K. Taneja to address the ongoing challenges and opportunities facing all generations of airlines. Firstly, it challenges and encourages airline managements to take a deeper dive into new ways of doing business. Secondly, it provides a framework for identifying and developing strategies and capabilities, as well as executing them efficiently and effectively, to change the focus from cost reduction to revenue enhancement and from competitive advantage to comparative advantage. The material presented continues to be at a pragmatic level, not an academic exercise, to lead managements to ask themselves and their teams some critical thought-provoking questions.
The Leadership Star
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Author : Brian Hartzer
language : en
Publisher: John Wiley & Sons
Release Date : 2021-04-05
The Leadership Star written by Brian Hartzer 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 2021-04-05 with Business & Economics categories.
Discover how to unlock the potential contained within your teams with this insightful resource The Leadership Star: A Practitioner’s Guide to Building Staff Engagement provides readers with a step-by-step guide to developing engagement within their professional teams in for-profit, non-profit, academic, and governmental organizations. Experienced executive, management consultant, and author Brian Hartzer walks readers through the foundational and advanced techniques required to develop high performing professional teams. He shows readers how to: Care about individuals as human beings, rather than as means to an end Provide context to people to help them understand the company and why what they do matters Give clarity by telling people what outcomes and behaviors are expected of them Help clear the barriers that stand in the way of people doing a great job Recognize individual contributions and success Perfect for current and aspiring senior managers and executives who need to know exactly what they should personally do to draw out the best from their teams and build the highest levels of engagement, the book also belongs on the shelves of anyone with direct reports and anyone who hopes to enhance their own performance in the professional sphere.
Into The Value Zone
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Author : Ron Wood
language : en
Publisher: University Press of America
Release Date : 2008
Into The Value Zone written by Ron Wood and has been published by University Press of America this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Business & Economics categories.
Into the Value Zone provides business leaders with an uncomplicated approach to evaluate their own company and the competition. Professor Ron Wood explains strategies that will help managers to create and execute initiatives that achieve sustainable results with enduring value for their clients and to manage their company's assets with efficiency. Professor Wood outlines a concise business model for managers that highlights market trends, uncovers the impact of new technologies, and enables them to see their company's placement against the competition in The Big Picture. Book jacket.
Mastering Excellence
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Author : Robin L Lawton
language : en
Publisher: C3 Excellence
Release Date : 2017-03-01
Mastering Excellence written by Robin L Lawton and has been published by C3 Excellence this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-03-01 with categories.
This book is for leaders with high expectations, a vision of the possible, urgency to engage employees and impatience for results that improve the lives of many others. If you are looking for the road map to dramatic success, this is it. Mastering Excellence provides you with a new way to think about work and customers, an elegantly simple framework and tools you can immediately apply to transform your organization and your role in it. Based on the author's 30 years of work with organizations of all kinds and sizes, including multi-nationals, small start-ups, government agencies, healthcare, education and defense, you get an engaging and practical speedway to dramatic change you would not think possible. There are many approaches to change. Most emphasize process improvement. They use tools that are mathematical, analytical and operational in nature and assume that the absence of things gone wrong is equivalent to achieving excellence. That focuses on minimums, not optimums. Virtually none provides an integrated strategic system that begins with articulating purpose from the customer's perspective, uses linguistics to reveal and destroy the ambiguities we allow to persist, and redefines knowledge and service work in tangible, countable ways we can design for excellence. This book does that and far more. As the CEO, executive change leader or consultant to leadership, you want customers that are enthused, employees that are engaged and fast, highly visible results. Eye-popping savings, customer wait times cut by 90%, strong revenue growth and an avalanche of customer kudos are the kinds of sustainable and continuing results many Masters of Excellence have achieved. This provides the means and rewires your brain to understand how. Ambiguity, Vital Lies, complexity and the fragmented pursuit of excellence are hidden barriers this book systematically destroys. The reader's mind gets rewired in surprising ways, enabling clarity of thought and purpose that is easily tied to deployment. Practical application reinforces and makes memorable every key idea. Many examples are paired with how-to's the reader can immediately apply. Robin Lawton follows his first book, 5-star ranked on Amazon, with MASTERING EXCELLENCE. This engaging, practical and thought-leading read is for leaders seeking a strategic systems approach to customer-centered organizational transformation.
The Service Culture Handbook
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Author : Jeff Toister
language : en
Publisher:
Release Date : 2017-03-23
The Service Culture Handbook written by Jeff Toister and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-03-23 with categories.
Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. 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. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute
Leadership At Scale
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Author : Claudio Feser
language : en
Publisher: Hachette UK
Release Date : 2018-12-04
Leadership At Scale written by Claudio Feser and has been published by Hachette UK this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-12-04 with Business & Economics categories.
Traditional approaches to leadership development focus on a small number of individuals at the top. However, in today's world of constant change and decentralized decision-making, organizations need effective leaders at all levels of their organizations. That requires a much broader and deeper pool of leadership talent, and most organizations fall far short of what they need. Leadership at Scale defines a new approach. In it, top experts at McKinsey, the world's number one leadership factory, expose the secrets of how to drive leadership development that reaches the entire organization, adapts to diverse contexts and achieves impact at scale. Grounded in extensive research and the global experience of +25 leadership experts and illustrated with a fictional step-by-step case with numerous real-life examples, this book provides leaders with the systematic and fact-based approach they need to unlock organizational performance through leadership effectiveness.
Kundenemotionen Und Mitarbeitermotivation
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Author : Ivonne Preusser
language : de
Publisher: Springer-Verlag
Release Date : 2016-08-25
Kundenemotionen Und Mitarbeitermotivation written by Ivonne Preusser and has been published by Springer-Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-08-25 with Business & Economics categories.
Ivonne Preusser untersucht den externen Einfluss von Kunden auf das Engagement von Mitarbeitern und die produktive Leistungskraft von Organisationen. Sie zeigt, dass Kundenemotionen das Engagement und die Kreativität von Mitarbeitern steigern können. Die Autorin stellt ein praxisnahes integratives Modell vor, das interne Faktoren auf den Ebenen Strategie, Führung und Kultur sowie das Kundenengagement als externen Einflussfaktor umfasst und Ansatzpunkte aufzeigt, wie Unternehmen ein Kunden-Klima ganzheitlich fördern und die mobilisierende Wirkung für die eigenen Mitarbeiter und zur Begeisterung der Kunden nutzen können.
The Culture Engine
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Author : S. Edmonds
language : en
Publisher:
Release Date : 2014
The Culture Engine written by S. Edmonds and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with categories.
An organizational "North Star," codifying valued behaviors for optimal performance The Culture Engine shows leaders how to create a high performing, values aligned culture through the creation of an organizational constitution. With practical step-by-step guidance, readers learn how to define their organization's culture, delineate the behaviors that contribute to greater performance and greater engagement, and draft a document that codifies those behaviors into a constitution that guides behavior towards an ideal: a safe, inspiring workplace. The discussion focuses on people, including who should be involved at the outset and how to engage employees from start to finish, while examples of effective constitutions provide guidance toward drafting a document that can actualize an organization's potential. Culture drives everything that happens in an organization day to day, including focus, priorities, and the treatment of employees and customers. A great culture drives great performance, and can help attract and retain great talent. But a great culture isn't something that evolves naturally. The Culture Engine is a guide to strategically planning a culture by compiling the company's guiding principles and behaviors into an organizational constitution. Decide which behaviors and attitudes are desired in the organization Secure leader commitment to planning, drafting, and implementing the document Learn the most effective way to socialize the draft statement and get everyone on board Model desired behaviors to boost employee engagement throughout the process Organizational culture is not an amorphous thing - it comes down from the top, inspired and exemplified by the leadership. It can steer a company up or down, keep it on mission or force it off-course. For an organization to fulfill its potential, the culture must be on-point, truly reflecting the heart of the company from leaders to team members across the company. The Culture Engine helps leaders define the playing field, pushing performance to the next level.
Who Stole My Customer
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Author : Harvey Thompson
language : en
Publisher: FT Press
Release Date : 2014-12-12
Who Stole My Customer written by Harvey Thompson and has been published by FT Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-12-12 with Business & Economics categories.
Rebuild customer loyalty, strengthen customer relationships, and leverage the immense power of customer co-innovation! Harvey Thompson's Who Stole My Customer?? is the world's definitive guide to rebuilding customer loyalty: must-reading in C-Suites and top business schools worldwide. That's no surprise: for decades, Thompson has been the go-to expert for CxOs seeking to optimize their customer growth and retention strategies. Now, in this extensively updated Second Edition, Thompson sharpens his focus on two of the most crucial strategic challenges identified by 1,300+ current CEOs: strengthening customer relationships and promoting innovation. Drawing on his immense enterprise experience, Thompson helps you overcome fundamental corporate culture issues that impede both relationship-building and innovation. Next, he demonstrates how to construct customer-driven business models and management systems that improve retention by systematically involving customers in co-innovation around goals and visions they help define. Who Stole My Customer?? Second Edition helps you identify up-to-the-minute answers to the classic "tough questions" surrounding loyalty: Who's stealing my customers? Why is it happening? How can I stop it? How can I win back lost customers? You'll discover new ways to view business processes through customer's eyes... identify today's real drivers of loyalty... tightly focus relationship investments for maximum value... rebuild touch points around customers' current and future needs. Throughout, updated questions help you apply Thompson's techniques in your competitive environment. Thompson's questions have also been updated to serve MBA or Executive MBA level students more effectively as they seek to add more value in future work assignments.