Author: Chip R. Bell Publisher: Berrett-Koehler Publishers ISBN: 1523090219 Category : Business & Economics Languages : en Pages : 241
Book Description
“Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results.” —Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA) Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today's innovation-hungry economy. The challenge is customers often don't know precisely what they want. As Henry Ford is reputed to have said, “If I had asked people what they wanted, they would have said faster horses." To surprise and awe your customers, Chip Bell advises developing co-creation partnerships with them. Co-creation partnerships are about fulfilling customers' hopes and aspirations, not just their needs and expectations. Co-creation partnerships require (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity. Using examples from organizations like McDonald's, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Software, and many more, Bell shows how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer.
Author: Chip Bell Publisher: AMACOM ISBN: 0814432050 Category : Business & Economics Languages : en Pages : 250
Book Description
You may have your industry’s most prolific product or service in the marketplace, but your customers’ loyalty and checkbooks will only go as far as your customer service will allow. In the end, customers will not recognize the minor advantages of your superior product, but poor customer service will stand out like the Vegas strip on a moonless night. So the most vital question any manager or business owner can ask themselves today is, how well are you training, coaching, and supporting your company’s frontline employees?The invaluable, must-have Managing Knock Your Socks Off Service shows managers and supervisors how to: • Find and retain service-oriented people • Understand customer needs, expectations, and desires • Build a service vision • Design a user-friendly service delivery process • Involve and inspire employees • Recognize and reward good performance Fully updated with new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online, this indispensable resource provides absolutely everything managers need to ensure their frontline employees become their company's biggest asset.
Author: Disney Institute Publisher: ISBN: Category : Business & Economics Languages : en Pages : 212
Book Description
Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.
Author: Chip R. Bell Publisher: Amacom Books ISBN: 9780814473689 Category : Business & Economics Languages : en Pages : 244
Book Description
The bestselling customer service management book is back and better than ever, with new tips, strategies, and examples from how to find and retain service-oriented people to recognizing and rewarding good performance.
Author: Lee Cockerell Publisher: Crown Currency ISBN: 0385528280 Category : Business & Economics Languages : en Pages : 290
Book Description
“It’s not the magic that makes it work; it’s the way we work that makes it magic.” The secret for creating “magic” in our careers, our organizations, and our lives is simple: outstanding leadership—the kind that inspires employees, delights customers, and achieves extraordinary business results. No one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World® Resort operations for over a decade. And in Creating Magic, he shares the leadership principles that not only guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise, but that also soon came to form the cultural bedrock of the world’s number one vacation destination. But as Lee demonstrates, great leadership isn’t about mastering impossibly complex management theories. We can all become outstanding leaders by following the ten practical, common sense strategies outlined in this remarkable book. As straightforward as they are profound, these leadership lessons include: Everyone is important. Make your people your brand. Burn the free fuel: appreciation, recognition, and encouragement. Give people a purpose, not just a job. Combining surprising business wisdom with insightful and entertaining stories from Lee’s four decades on the front lines of some of the world’s best-run companies, Creating Magic shows all of us – from small business owners to managers at every level – how to become better leaders by infusing quality, character, courage, enthusiasm, and integrity into our workplace and into our lives.
Author: Lee Cockerell Publisher: Crown Currency ISBN: 0770435610 Category : Business & Economics Languages : en Pages : 210
Book Description
The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--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: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
Author: William B. Rouse Publisher: John Wiley & Sons ISBN: 0470007818 Category : Business & Economics Languages : en Pages : 560
Book Description
This landmark book begins with the premise that an organization must often fundamentally transform its business practices and organizational culture to fully align with and realize the value of product and process innovations. The methods and practices that are set forth give readers the tools to create the essential organizational transformations needed to meet the challenges of a complex, rapidly evolving global economy. Enterprise Transformation is organized into four parts: * Introduction to Transformation begins with an introduction and overview of the book. It then features a systems-oriented view of transformation as well as a theo-retical perspective on the forces that propel transformation and the nature in which transformation is pursued. * Elements of Transformation addresses issues of transformational leadership and organizational and cultural change. Next, it examines transformation principles and case studies relevant to manufacturing, logistics, services, research and development, enterprise computing, and quality management. * Transformation Practices focuses on transformation planning and execution, financing, bankruptcy, tax issues, public relations, and the lessons learned from a variety of transformation experiences. * Transformation Case Studies features detailed studies of Newell Rubbermaid, Reebok, Lockheed Martin, and Interface. This part also considers transformation in academia with an overview of fundamental change at Georgia Tech. These case studies demonstrate the application of principles and practices and their results. The authors of this contributed work are senior executives, leading consultants, and respected academics. Their experience in leading enterprise transformation and supporting management teams is unparalleled. Managers and executives from all industries, as well as business students, will learn about the critical tools needed to transform their organizations to keep pace with market demands and surpass competitors.
Author: Fiorenza Belussi Publisher: Routledge ISBN: 1136701753 Category : Business & Economics Languages : en Pages : 417
Book Description
The aim of the Managing Networks of Creativity is to improve our understanding of creativity and the management of creativity, as discussed in the fields of management (including strategic management, organization science, organizational behaviour, and entrepreneurship), economics, sociology, regional studies, and political science. While research on creativity has made several important contributions to the theoretical literature, little attention has been paid to the development and testing of formal theoretical models, especially in those cases where creativity is the result not so much of individual behaviour than the outcome of collective efforts, connecting individuals in organizations, social networks, projects, geographic clusters, and so forth. The proposed volume includes studies, both conceptual and empirical, which, as a whole, "deconstruct" the concept of creativity and the management of creativity by identifying specific situations, contexts, firms, clusters, and districts in which creative processes evolve. The reader is provided with in-depth discussions of theoretical issues and a range of descriptive cases and survey data that the authors use to explore or test concepts and models. Overall, the volume aims to integrate current debates concerning the role of creativity (and innovation) in economic and social development.
Author: Hannah Voskuil Publisher: Lerner + ORM ISBN: 1728451205 Category : Juvenile Fiction Languages : en Pages : 238
Book Description
A pack of paints, a set of pens, and unlimited creativity throw two friends into an enchanted, fast-paced adventure. ZuZu's first summer without her best friend is looking pretty grim, until she meets new kid Andrew at a visit to the historic Mapleton Mansion. Together they stumble upon some enchanted art supplies and discover that the shapes they draw and paint can come to life. Their creations are harmless—but ZuZu and Andrew aren't the only ones with access to magic. Soon, nightmarish half-machine, half-living creatures begin appearing around town, controlled by a power-hungry "caster" with a sinister mission. It's up to ZuZu and Andrew to use their newfound abilities to protect their community. "There are deliciously chilling descriptions of scuttling, otherworldly creations and resurrections gone awry, but there is also delight to be found in enchanted artwork and blossoming friendships. A thrilling introduction to a newfangled magic."—Booklist "A satisfying, compelling adventure with an original magical construct and bright, appealing protagonists."—Kirkus Reviews "The magical rules created by Voskuil feel exciting . . . . This creative fantasy will move well with fans of Tae Keller's When You Trap a Tiger."—School Library Journal
Author: Philip Carr-Gomm Publisher: Abrams ISBN: 1590207602 Category : Body, Mind & Spirit Languages : en Pages : 550
Book Description
A guide to England’s rich history of magical lore and practice “for readers of works like Harry Potter who have grown up a bit into wanting to know more” (The Hermetic Library). Through experiments to try and places to visit, as well as a historical exploration of magic and interviews with leading magicians, The Book of English Magic will introduce you to the extraordinary world that lies beneath the surface. Magic runs through the veins of English history, part of daily life from the earliest Arthurian legends to Aleister Crowley to the novels of Tolkien and Philip Pullman, and from the Druids to Freemasonry and beyond. Richly illustrated and deeply knowledgeable, this book is an invaluable source for anyone curious about magic and wizardry, or for sophisticated practitioners seeking to expand their knowledge. “Playful and serious, respectful and amused . . . this will remain the standard work for years to come.” —The Sunday Telegraph “A magical mystery tour.” —The Times “Fabulous.” —Daily Express “Lucid and wonderfully easy to read . . . While it is indeed a perfect book for the ‘intelligent novice’ it’s far more than that—it’s a serious, in-depth survey of a massive topic.” —WitchVox “An accessible and immensely readable book . . . A fascinating insight into a hidden world.” —Booksquawk
Author: Chip R. Bell
Author: Chip Bell
Author: Disney Institute
Author: Chip R. Bell
Author: Lee Cockerell
Author: Lee Cockerell
Author: William B. Rouse
Author: Fiorenza Belussi
Author: Hannah Voskuil
Author: Philip Carr-Gomm