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.
Good Comes First
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Author : S. Chris Edmonds
language : en
Publisher: BenBella Books
Release Date : 2021-09-28
Good Comes First written by S. Chris Edmonds and has been published by BenBella Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-09-28 with Business & Economics categories.
Discover the practical, step-by-step guide to creating a workplace culture that’s better for employees, customers, and stakeholders—and your company’s bottom line. For decades, talented people have tolerated old-school leaders who put results before respect, toxic company cultures, and workplaces that suck. But those days are over, and if leaders want to attract and retain the best employees—while improving productivity, customer service, employee satisfaction, and profits—it’s time for them to create work cultures where good comes first. The problem is that because the corporate world has too often been driven primarily by results, we seldom ask leaders to change their work cultures. Even if we did, most leaders don’t know how. This book provides the actionable inspiration and practical direction needed to make that change happen. In Good Comes First, S. Chris Edmonds and Mark S. Babbitt go beyond theoretical advice, using their combined 50 years of experience to present proven strategies for creating purposeful, positive and productive work cultures. Cultures where good comes first for employees, customers, leaders, and stakeholders—and where improved business outcomes quickly follow. In these pages, readers will learn to: Appreciate why a good comes first culture is a business imperative – especially for younger generations. Distance yourself from the competition that maintains its undefined work culture (one that most likely sucks). Identify what “good” means for your company in today’s business climate – and in the future of work. Define your uncompromising work culture as you build a foundation of respect AND results. Formalize your team’s servant purpose so that everyone understands how what your team does improves lives and communities. Specify respectful behaviors, so your desired values are observable, tangible, and measurable. Align your entire organization to your desired work culture – where good comes first every day. Assess the quality of your current work culture by measuring and monitoring how well your leaders and your executive team demonstrate your servant purpose, valued behaviors, strategies, and goals. Hold everyone accountable for both respect and results through modeling, celebrating, measuring, coaching, and mentoring leaders and team members. Implement real, needed change – and quit “thinking” and “talking” about change (but never really get change started). Become a change champion while creating a lasting legacy as a business leader. Build a team of good people doing good work in a good company. What’s more, Good Comes First shows you where potential barriers to success hide—and how to push through them—and illuminates the moments when you’ll feel the most satisfaction and gain the most traction. After reading this book, you will see that when done right, change is not only possible—it’s practical, powerful, and profitable. And you will realize that you are the right person, at the right time, to make that change happen.
Organizational Culture And Leadership
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Author : Edgar H. Schein
language : en
Publisher: John Wiley & Sons
Release Date : 2010-07-16
Organizational Culture And Leadership written by Edgar H. Schein 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 2010-07-16 with Business & Economics categories.
Regarded as one of the most influential management books of all time, this fourth edition of Leadership and Organizational Culture transforms the abstract concept of culture into a tool that can be used to better shape the dynamics of organization and change. This updated edition focuses on today's business realities. Edgar Schein draws on a wide range of contemporary research to redefine culture and demonstrate the crucial role leaders play in successfully applying the principles of culture to achieve their organizational goals.