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Required Reading

Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees by Doug Lipp

When it comes to world-class employees, few organizations rival Disney. Famous for their friendliness, knowledge, passion, and superior customer service, Disney's employees have been fueling the iconic brand's wild success for more than 50 years. So how has Disney succeeded in maintaining such a powerful workforce for so many years?

The Disney University, founded by Van France, trains the supporting cast that helps create the world-famous Disney Magic. Now, for the first time, the secrets of this exemplary institution are revealed. In Disney U, Doug Lipp examines how Van perpetuated Walt Disney's timeless company values and leadership lessons, creating a training and development dynasty. It contains never-before-told stories from numerous Disney legends. These pioneers share behind-the-scenes success stories of how they helped bring Walt Disney's dream to life.

Disney U reveals the heart of the Disney culture and describes the company's values and operational philosophies that support the iconic brand. Doug Lipp lays out 13 timeless lessons Disney has used to drive profits and growth worldwide for more than half a century.
[More About This Book]   Apr-14-2013


What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services by Anthony Ulwick

In a book that challenges everything you have learned about being customer driven, author Anthony Ulwick reveals the secret weapon behind some of the most successful companies of recent years. Known as "outcome-driven" innovation, this revolutionary approach to new product and service creation transforms innovation from a nebulous art into a rigorous science from which randomness and uncertainty are eliminated.

In What Customers Want, Ulwick demonstrates that all popular qualitative research methods yield well-intentioned but unfitting and dreadfully misleading information that serves to derail the innovation process. Rather than accepting customer inputs such as "needs," "benefits," "specifications," and "solutions," Ulwick argues that researchers should silence the literal "voice of the customer" and focus on the "metrics that customers use to measure success when executing the jobs, tasks or activities they are trying to get done." Using these customer desired outcomes as inputs into the innovation process eliminates much of the chaos and variability that typically derails innovation initiatives.
[More About This Book]   Apr-07-2013


The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations By Richard Gallagher

Uh-oh! You know that panicked feeling when the customer is not just displeased or unhappy, but angry. Maybe even furious. And you know that the usual customer service protocols of courtesy and apologizing donít help in these red-alert situations.

The Customer Service Survival Kit by Richard S. Gallagher is the first book packed with specific, step-by-step communication tactics tailored to steer potential disasters into calm, mutually agreeable solutions. Drawing from procedures rooted in behavioral science and used by crisis counselors and hostage negotiators, Gallagher explains:

  • How to defuse anger by "leaning into" criticism

  • Which well-intentioned "trigger phrases" make a bad situation worse

  • The secret to making upset customers feel deeply heard

  • A simple divide-and-conquer approach to delivering bad news

  • What to say when a situation is your fault, and what to say when it isnít

  • [More About This Book]   Mar-24-2013


    Inspired People Produce Results: How Great Leaders Use Passion, Purpose and Principles to Unlock Incredible Growth by Jeremy Kingsley

    Inspired People Produce Results reveals the secrets to leading in these times of great change. Author Jeremy Kingsley explains the essential principles and skills for effective leadership in the twenty-first century: passion, purpose, loyalty, humility, patience, integrity, strong communication skills, establishing a safe working environment, and a commitment to giving personal attention to each team member.

    Inspiring your people is the key to unlocking your staff's potential. It's the ingredient that enables you to lead your team to unprecedented success. Your ability to inspire makes you more than a manager, it makes you a leader.
    [More About This Book]   Mar-17-2013


    Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning, Kerry Bodine

    In an age when customers have access to vast amounts of data about your company and its competitors, customer experience is the only sustainable source of competitive advantage. But how to excel at it?

    Based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage. It starts with the concept of the Customer Experience Ecosystem -- proof that the roots of customer experience problems lie not just with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants, lawyers, and programmers, as well as the policies, processes, and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.
    [More About This Book]   Mar-10-2013


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