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Required Reading

Built on Values: Creating an Enviable Culture That Outperforms the Competition by Ann Rhoades

Based on Ann Rhoades’ years of experience with JetBlue, Southwest, and other companies known for their trailblazing corporate cultures, Built on Values reveals exactly how leaders can create winning environments that allow their employees and their companies to thrive. Companies that create or improve values-based cultures can become higher performers, both in customer and employee satisfaction and financial return, as proven by Rhoades’ work with JetBlue, Southwest Airlines, Disney, Loma Linda University Hospitals, Doubletree Hotels, Juniper Networks, and P.F. Chang’s China Bistros.
[More About This Book]   Jun-17-2012

 

How Excellent Companies Avoid Dumb Things: Breaking the 8 Hidden Barriers that Plague Even the Best Businesses by Neil Smith, Patricia O'Connelll

Every day, seemingly intelligent and successful companies make headline news for poor decisions that can cause their business to stumble and make many of us scratch our heads in wonder. Why would such a successful business make ”that” strategic decision? Neil Smith, with more than 20 years of experience leading large-scale performance improvements, reveals the hidden barriers that limit excellent companies from reaching their potential, and cause even the smartest managers and leaders to falter. During his experience transforming some of the top global businesses, Smith has identified 8 barriers that exist in every organization and prevent them from implementing literally thousands of ideas to improve the way they work.
[More About This Book]   Jun-10-2012

 

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce by Micah Solomon

Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don't.

Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way.
[More About This Book]   Jun-03-2012

 

The Customer-Driven Company: Moving from Talk to Action by R.C. Whiteley

This book provides managers with a step-by-step method for investigating, measuring, promoting, and rewarding product and service excellence that can lead to real customer loyalty. The author first identifies the essential ingredients necessary to establish a customer-driven company such as creating a customer-keeping vision, saturating your company with the voice of the customer, etc. Whiteley then provides a set of "toolkits" to enable managers to identify how well their company is doing in the areas identified.
[More About This Book]   May-20-2012

 

Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them by Michael Hinshaw, Bruce Kasanoff

In the last decade, companies strove to be great. Now they need to act as smart as the customers they wish to serve. Why? Because acting dumber than your customers is not a sustainable business model. This visually arresting book not only challenges business leaders to profit from the wave of disruptive innovation making customers smarter, but it also presents an actionable five-step plan for doing just that.
[More About This Book]   May-13-2012

 

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