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Required Reading

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service

By Lee Cockerell

The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business Ė any business - depends upon winning and keeping customers.

In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example:

Rule #1: Customer Service Is Not a Department
Rule #3: Great Service Follows the Laws of Gravity
Rule #5: Ask Yourself "What Would Mom Do?"
Rule #19: Be a Copycat
Rule #25. Treat Every Customer like a Regular
Rule #39: Donít Try Too Hard
[More About This Book]   Jan-06-2014

 

Remote: Office Not Required By Jason Fried and David Heinemeier Hansson

According to Reuters, one in five global workers telecommutes frequently and nearly ten percent work from home every day. Moms in particular will welcome this trend. A full 60% wish they had a flexible work option. But companies see advantages too in the way remote work increases their talent pool, reduces turnover, lessens their real estate footprint, and improves the ability to conduct business across multiple time zones, to name just a few advantages.

In Remote, inconoclastic authors Fried and Hansson will convince readers that letting all or part of work teams function remotely is a great idea--and they're going to show precisely how a remote work setup can be accomplished.
[More About This Book]   Dec-15-2013

 

True Alignment: Linking Company Culture with Customer Needs for Extraordinary Results By Edgar Papke

Alignment is the single most critical business challenge for any organization and its leaders. Without it, inefficiency, conflict, and disengagement will cripple your ability to provide value to your customers. Companies live or die based on their ability to communicate and deliver on the promise their brand makes to its customers. To do this effectively, leaders need to clearly define the vision and strategies that support that brand intention and ensure these are manifested in the roles, expectations, and goals of each and every member of the organization.

A blueprint for businesses of all types and sizes, True Alignment reveals how to: decipher customer expectations; define the brand as a solution to the customer's needs; turn the unique selling proposition into the mission; create a company culture where everyone is aligned to this vision - and responsible for living the brand promise; and more.

[More About This Book]   Dec-08-2013

 

The Star Factor By William Seidman and Richard Grbavac

In every company, a select few produce more, sell more, and deliver better results. These stellar performers consistently outshine their peers -- and achieve more than most would believe possible. If only these people could be cloned! The Star Factor delivers the next best thing: a unique system for unlocking their wisdom, transforming that knowledge into actionable steps, and helping other employees internalize these new attitudes and behaviors, bringing much-needed change to the whole organization.

Supported by recent breakthroughs in neuroscience, including research on motivation, learning, and achievement, The Star Factor presents a sustainable, people-centered system to build a culture of greatness that starts with the stars and spreads to every corner and every level of the organization.

[More About This Book]   Dec-01-2013

 

The Leader's Guide to Speaking with Presence By John Baldoni

A leader's most important job is to communicate. Every day, whether in a meeting or a presentation, a water-cooler conversation or a formal speech, his or her ability to craft and deliver a clear message, one the audience will believe, is the tipping point between forgettable and transformational. The Leader's Guide to Speaking with Presence is a concise tool kit containing more than 100 practical tips for creating and communicating meaningful messages with presence and authority.

Readers will discover how to: present their ideas clearly and provide context; radiate confidence and put the audience at ease; refine their delivery; use stories to inform, involve, and inspire; leverage the energy of any room; convey optimism tempered with reality to gain buy-in; turn PowerPoint presentations into performances; and more.
[More About This Book]   Nov-17-2013

 

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