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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization by Leonardo Inghilleri, Micah Solomon
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Exceptional Service, Exceptional Profit reveals the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Here are a few examples drawn from the wide range of practical techniques that the authors will teach you -- techniques which you can use to create unrivaled customer loyalty in your own business context:
How to handle a service breakdown in a systematic way that actually leaves your customer more loyal than if the mishap hadn't happened in the first place.
How to gather and use data on customer preferences in a meaningful, practical, profitable way.
How to truly personalize the experience of your online customers -- on every page of your website, and in every step of their e-commerce encounters.
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Apr-24-2010 |
Clever: Leading Your Smartest, Most Creative People by Rob Goffee and Gareth Jones
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Companies' competitiveness, even survival, increasingly hinge on 'clever people'. But the truth is, clever people are as fiercely independent as they are clever - they don't want to be led. So how do you corral these players in your organization and inspire them to achieve their highest potential? In "Clever", Rob Goffee and Gareth Jones offer potent insights drawn from their extensive research. Leading clever people can be enormously challenging, yet doing so effectively is the key to your organization's sustained success. Lively and engaging, this book provides the ideas, practices, and examples you need to create an environment where your most brilliant people can flourish.
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Apr-18-2010 |
The Shallows: What the Internet Is Doing to Our Brains by Nicholas Carr
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The best-selling author of The Big Switch returns with an explosive look at technology's effect on the mind. "Is Google making us stupid?" When Nicholas Carr posed that question in a celebrated Atlantic Monthly cover story, he tapped into a well of anxiety about how the Internet is changing us. He also crystallized one of the most important debates of our time: As we enjoy the Net's bounties, are we sacrificing our ability to read and think deeply? Now Carr expands his argument into the most compelling exploration of the Internet's intellectual and cultural consequences yet published. Weaving insights from philosophy, neuroscience, and history into a rich narrative, The Shallows explains how the Net is rerouting our neural pathways, replacing the subtle mind of the book reader with the distracted mind of the screen watcher. A gripping story of human transformation played out against a backdrop of technological upheaval, The Shallows will forever alter the way we think about media and our minds.
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Apr-11-2010 |
30 Reasons Employees Hate Their Managers: What Your People May Be Thinking and What You Can Do About It by Bruce L. Katcher
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Quietly seething...secretly resenting...and ultimately affecting performance, employees' negative feelings toward their managers can lurk beneath the surface of even the most pleasant-seeming work relationships. These issues, if gone unchecked, can result in organizational catastrophe. To find out what's really going on, the authors surveyed more than 50,000 employees in 65 organizations of all types and sizes, and discovered the 30 main causes of ill will. This book provides solutions for these fundamental symptoms of employee-manager discomfort.
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Apr-03-2010 |
8 Things We Hate About IT: How to Move Beyond the Frustrations to Form a New Partnership with IT by Susan Cramm
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How to build a relationship that puts you firmly in control and produces the business results you need? In The 8 Things We Hate About IT, Susan Cramm provides the answers. Start by understanding differences between operational and IT managers - in backgrounds, personality, pressures, and incentives. Cramm explains how differences prevent operational managers and IT from communicating what, why, and how they do what they do.
Brutally honest, provocative, and filled with sound advice, this book reveals that the key to solving the IT problem is decidedly un-IT: it's a deeper understanding of human behavior, including how to apply your leadership skills to the world of IT.
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Mar-28-2010 |
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