Reaching The Goal: How Managers Improve a Services Business Using Goldratt's Theory of Constraintsby John Arthur Ricketts
Managing services is extremely challenging, and traditional “industrial” management techniques are no longer adequate. In Reaching the Goal, Dr. John Arthur Ricketts presents a breakthrough management approach that embraces what makes services different: their diversity, complexity, and unique distribution methods.
Ricketts draws on Eli Goldratt’s Theory of Constraints (TOC), one of this generation’s most successful management methodologies...thoroughly adapting it to the needs of today’s professional, scientific, and technical services businesses. He reveals how to identify the surprising constraints that limit your organization’s performance, execute more effectively within those constraints, and then loosen or even eliminate them.
Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinaryby Steve Curtain
When asked what their work entails, most employees list the duties and tasks associated with their position. Very few refer to the true essence of their job, which should be their highest priority—to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. Without this customer focus, all that exists is a transaction—and transactional service does not make a lasting positive impression or inspire loyalty.
In Delight Your Customers, Curtin reveals three elements common to all exceptional service experiences. He also makes a compelling case that attention needs to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that actually create happy customers, such as expressing genuine interest, offering sincere compliments, sharing unique knowledge, conveying authentic enthusiasm, providing pleasant surprises, and delivering service heroics when needed.
Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamificationby Rajat Paharia
Once revolutionary, loyalty programs designed to differentiate products quickly became commoditized. And yet, billions of dollars are still spent every year on programs that are doomed to fail. These programs, it turns out, don't inspire long-term loyalty. Once a better deal comes along, customers will gladly defect. Can you blame them?
Silicon Valley start-up Bunchball, the pioneer and innovator in gamification, is light years ahead when it comes to the concept of loyalty--and using it to drive business profits and growth. Focusing not only on customer loyalty, but also the loyalty of employees and partners, Bunchball combines behavioral economics, big data, social media, and gamification to inspire loyalty that lasts--from everyone involved in the success of a business.
Now, in Loyalty 3.0, Bunchball founder Rajat Paharia reveals how you can use these same techniques to seize the competitive edge for your business.
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experienceby Shep Hyken
Customer service isn't a department--it's a philosophy that includes every person and aspect of the best and brightest companies. In his latest book, Shep Hyken delivers seven powerful strategies that any organization can implement to create greater customer and employee loyalty:
Membership: What if you treated the people you serve like members instead of customers?
Serious FUN: What if your employees felt a sense of fulfillment and enjoyment that made them loyal to you and your customers?
Partnership: What if your customers thought of you as a partner rather than just another vendor?
Hiring: What if you could implement innovative hiring processes to support your customer-service mission?
The After-Experience: What if you could create a memorable, positive experience after someone did business with you?
Community: What if you could create a community of evangelists--loyal customers who brag about you to their friends and associates?
Walking the Walk: What if every person in your company didn't just deliver, but lived and breathed your vision for amazing customer service?
The Connected CompanyBy David Gray, Thomas Vander Wal
To keep pace with today’s connected customers, your company must become a connected company. That means deeply engaging with workers, partners, and customers, changing how work is done, how you measure success, and how performance is rewarded. It requires a new way of thinking about your company: less like a machine to be controlled, and more like a complex, dynamic system that can learn and adapt over time.
Connected companies have the advantage, because they learn and move faster than their competitors. While others work in isolation, they link into rich networks of possibility and expand their influence.
Connected companies around the world are aggressively acquiring customers and disrupting the competition. In The Connected Company, we examine what they’re doing, how they’re doing it, and why it works. And we show you how your company can use the same principles to adapt—and thrive—in today’s ever-changing global marketplace.