Wowed Using The Principles Of Wow To Create Incredible Customer Service
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Wowed Using The Principles Of Wow To Create Incredible Customer Service
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Author : Gary Johnson
language : en
Publisher: Lulu.com
Release Date : 2017-03-30
Wowed Using The Principles Of Wow To Create Incredible Customer Service written by Gary Johnson and has been published by Lulu.com this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-03-30 with Business & Economics categories.
Wowed is an easy to read book designed to provide real world, specific examples of how to provide world class customer service that can grow your business by double digits each year. After reading this book, you will be armed with many great concepts that you can implement immediately!
The Zappos Experience 5 Principles To Inspire Engage And Wow
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Author : Joseph A. Michelli
language : en
Publisher: McGraw Hill Professional
Release Date : 2011-10-07
The Zappos Experience 5 Principles To Inspire Engage And Wow written by Joseph A. Michelli 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 2011-10-07 with Business & Economics categories.
Make every day a WOW day for your customers, your staff—and your bottom line! “In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic.” —Eric Ryan, method cofounder and person against dirty “If you’re looking for an inspirational path for creating a likable, trustworthy, and wow! organization, you’ve hit the mother lode.” —Guy Kawasaki, former chief evangelist of Apple and author of Enchantment: The Art of Changing Hearts, Minds, and Actions “This book provides a roadmap to a successful business by taking inspiration and examples from one of the most innovative, progressive companies of our time. Don’t just read it; use it.” —Tony Hawk, professional skateboarder and author of HAWK—Occupation: Skateboarder and How Did I Get Here? The Ascent of an Unlikely CEO “Thanks to Joseph Michelli, you can learn exactly how Zappos hit it big and how you can too. By using the five principles Joseph has distilled, you can supercharge your efforts and start down the path to legendary success.” —Mark Sanborn, President, Sanborn & Associates, Inc., and author of The Fred Factor and You Don’t Need a Title to Be a Leader “Often, business owners look at media darlings like Zappos with their mouths agape, full of awe but unable to take action. For those eager to do more than watch, Joseph Michelli deconstructs the Zappos story and makes it attainable.” —Seth Godin, author of Poke the Box About the Book: ZAPPOS. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives. Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it—and how you can do it in your industry. The Zappos Experience takes you through—and beyond—the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-today basis while providing the “big picture” leadership methods that have earned the company $1 billion in annual gross sales during the last ten years—with almost no advertising. Michelli breaks the approach down into five key elements: Serve a Perfect Fit—create bedrock company values Make it Effortlessly Swift—deliver a customer experience with ease Step into the Personal—connect with customers authentically S T R E T C H—grow people and products Play to Win—play hard, work harder When you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders. Now that strategy is yours. With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.
Managing Hospitality Organizations
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Author : Robert C. Ford
language : en
Publisher: SAGE Publications
Release Date : 2019-01-02
Managing Hospitality Organizations written by Robert C. Ford and has been published by SAGE Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-02 with Business & Economics categories.
"A perfect book for any Hospitality program, excellent instructor support, and a good resource for students." –Denise A. Braley, Mitchell College Today’s economy is dominated by the rapidly growing service sector. Even businesses primarily selling goods are reinventing their image and positioning themselves as service providers. Managing Hospitality Organizations: Achieving Excellence in the Guest Experience takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Authors Robert C. Ford and Michael C. Sturman emphasize the critical importance of focusing on the guest and creating that unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership. Give your students the SAGE edge! SAGE edge offers a robust online environment featuring an impressive array of free tools and resources for review, study, and further exploration, keeping both instructors and students on the cutting edge of teaching and learning.
The Effortless Experience
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Author : Matthew Dixon
language : en
Publisher: Penguin
Release Date : 2013-09-12
The Effortless Experience written by Matthew Dixon and has been published by Penguin this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-09-12 with Business & Economics categories.
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
How To Wow
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Author : Frances Cole Jones
language : en
Publisher: Ballantine Books
Release Date : 2008-04-29
How To Wow written by Frances Cole Jones and has been published by Ballantine Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04-29 with Business & Economics categories.
Proven communication strategies to help you sell yourself effectively in any interview, presentation, or impromptu business meeting “The invaluable advice in How to Wow guarantees your success in any situation.”—Keith Ferrazzi, #1 New York Times bestselling author of Never Eat Alone Every encounter with your colleagues, clients, employers—even your competitors—is an opportunity to make a positive impression. Your words, your tone of voice, and your body language all speak volumes. But the question is: What are they saying about you? As a corporate coach, Frances Cole Jones has helped countless CEOs, celebrities, and public figures present their best selves in the boardroom and in-person, on-camera and onstage. Now she shares the skills that are essential to professional and personal success. In How to Wow, you’ll learn how to • make a lasting impression with a simple introduction • effectively employ the twelve most persuasive words in the English language • read nonverbal responses accurately—and shift negative ones immediately • motivate your team under deadline • interview fearlessly and flawlessly • persuade investors to buy in to your product or idea—and help you sell it to others • write the perfect pitch, résumé, cover letter, or email • deliver speeches that bring people to their feet • transform a PowerPoint presentation into a power move Featuring tips and tricks you can employ right away, How to Wow will teach you how to ask the right questions, respond with confidence, and wow anyone, anywhere, anytime. “Wow is not optional. Neither is this book. Buy it, study it, put it into action—and wow your bank account!”—Jeffrey Gitomer, author of Little Red Book of Selling “No matter if you’re at the top of your game or just starting out, this book will swiftly refocus the message that you are sending to the world.”—David Beal, co-CEO and co-founder, Green Hummingbird Entertainment “Read How to Wow if you want to change a great idea from a concept to a reality that clearly means business. It’s the best makeover I ever got.”—Veronica Webb, television host
Likeable Social Media How To Delight Your Customers Create An Irresistible Brand And Be Generally Amazing On Facebook Other Social Networks
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Author : Dave Kerpen
language : en
Publisher: McGraw Hill Professional
Release Date : 2011-06-07
Likeable Social Media How To Delight Your Customers Create An Irresistible Brand And Be Generally Amazing On Facebook Other Social Networks written by Dave Kerpen 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 2011-06-07 with Business & Economics categories.
THE NEW YORK TIMES AND USA TODAY BESTSELLER! The secret to successful word-of-mouth marketing on the social web is easy: BE LIKEABLE. A friend's recommendation is more powerful than any advertisement. In the world of Facebook, Twitter, and beyond, that recommendation can travel farther and faster than ever before. Likeable Social Media helps you harness the power of word-of-mouth marketing to transform your business. Listen to your customers and prospects. Deliver value, excitement, and surprise. And most important, learn how to truly engage your customers and help them spread the word. Praise for Likeable Social Media: Dave Kerpen's insights and clear, how-to instructions on building brand popularity by truly engaging with customers on Facebook, Twitter, and the many other social media platforms are nothing short of brilliant. Jim McCann, founder of 1-800-FLOWERS.COM and Celebrations.com Alas, common sense is not so common. Dave takes you on a (sadly, much needed) guided tour of how to be human in a digital world. Seth Godin, author of Poke the Box Likeable Social Media cuts through the marketing jargon and technical detail to give you what you really need to make sense of this rapidly changing world of digital marketing and communications. Being human — being likeable — will get you far. Scott Monty, Global Digital Communications, Ford Motor Company Dave gives you what you need: Practical, specific how-to advice to get people talking about you. Andy Sernovitz, author of Word of Mouth Marketing: How Smart Companies Get People Talking
Cues
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Author : Vanessa Van Edwards
language : en
Publisher: Penguin UK
Release Date : 2022-03-03
Cues written by Vanessa Van Edwards and has been published by Penguin UK this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-03-03 with Social Science categories.
It's not enough to have great ideas. You also need to know how to communicate them. What makes someone charismatic? Why do some people captivate a room, while others have trouble managing a small meeting? What makes some ideas spread, while other good ones fall by the wayside? Cues - the tiny signals we send to others 24/7 through our body language, facial expressions, word choices and vocal inflection - have a massive impact on how we, and our ideas, come across. Our cues can either enhance our message or undermine it. In this entertaining and accessible guide to the hidden language of cues, Vanessa Van Edwards teaches you how to convey power, trust, leadership, likability and charisma in every interaction. You'll learn: - Which vocal cues make you sound more confident - Which body language cues assert, 'I'm a leader, and here's why you should join me' - Which verbal cues to use in pitches, branding and emails to increase trust (and generate excitement about interacting with you) - Which visual cues you are sending in your profile pictures, clothing and professional brand Whether you're pitching an investment, negotiating a job offer or having a tough conversation with a colleague, Cues can help you improve your relationships, express empathy and create meaningful connections with lasting impact. 'A must-have guide to becoming an unstoppable force' - Mel Robbins 'Packed with invaluable strategies for maximizing your message, Van Edward's energy will inspire you to become the best possible version of yourself' - Nir Eyal
Production Line Approach To Service
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Author : Theodore Levitt
language : en
Publisher:
Release Date : 1972-01-01
Production Line Approach To Service written by Theodore Levitt and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1972-01-01 with categories.
The Cult Of The Customer
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Author : Shep Hyken
language : en
Publisher: Sound Wisdom
Release Date : 2020-03-17
The Cult Of The Customer written by Shep Hyken and has been published by Sound Wisdom this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-03-17 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 thirty 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.
Harriman Vs Hill
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Author : Larry Haeg
language : en
Publisher: U of Minnesota Press
Release Date : 2013-10-01
Harriman Vs Hill written by Larry Haeg and has been published by U of Minnesota Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-10-01 with Transportation categories.
In 1901, the Northern Pacific was an unlikely prize: a twice-bankrupt construction of the federal government, it was a two-bit railroad (literally—five years back, its stock traded for twenty-five cents a share). But it was also a key to connecting eastern markets through Chicago to the rising West. Two titans of American railroads set their sights on it: James J. Hill, head of the Great Northern and largest individual shareholder of the Northern Pacific, and Edward Harriman, head of the Union Pacific and the Southern Pacific. The subsequent contest was unprecedented in the history of American enterprise, pitting not only Hill against Harriman but also Big Oil against Big Steel and J. P. Morgan against the Rockefellers, with a supporting cast of enough wealthy investors to fill the ballroom of the Waldorf Astoria. The story, told here in full for the first time, transports us to the New York Stock Exchange during the unfolding of the earliest modern-day stock market panic. Harriman vs. Hill re-creates the drama of four tumultuous days in May 1901, when the common stock of the Northern Pacific rocketed from one hundred ten dollars a share to one thousand in a mere seventeen hours of trading—the result of an inadvertent “corner” caused by the opposing forces. Panic followed and then, in short order, a calamity for the “shorts,” a compromise, the near-collapse of Wall Street brokerages and banks, the most precipitous decline ever in American stock values, and the fastest recovery. Larry Haeg brings to life the ensuing stalemate and truce, which led to the forming of a holding company, briefly the biggest railroad combine in American history, and the U.S. Supreme Court ruling against the deal, launching the reputation of Justice Oliver Wendell Holmes as the “great dissenter” and President Theodore Roosevelt as the “trust buster.” The forces of competition and combination, unfettered growth, government regulation, and corporate ambition—all the elements of American business at its best and worst—come into play in the account of this epic battle, whose effects echo through our economy to this day.