Two Years in the Service Can be Profitable PDF Download

Author: Joshua Reuben Clark
Publisher:
ISBN:
Category : Draft
Languages : en
Pages : 20

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Author: Joshua Reuben Clark
Publisher:
ISBN:
Category : Mormons
Languages : en
Pages : 20

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Author: James L. Heskett
Publisher: Simon and Schuster
ISBN: 1439108307
Category : Business & Economics
Languages : en
Pages : 345

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In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Author: Patricia Sigmon
Publisher: Wiley
ISBN: 9780470554258
Category : Business & Economics
Languages : en
Pages : 208

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An insightful look at how you can put net profit income at theforefront of your small to mid-sized business Enable you to make changes that will create a profitable,sustainable business future, Six Steps to Creating Profitauthoritatively shows you how to maximize profit for your small tomid-sized, privately-held, service-based business. Shows how to avoid the business model where all income isdevoured by expenses, leaving a valuation that would not render anymeasurable sales revenue if the business should be sold Discusses how to create a company where actual profitgeneration is one of the primary goals Provides the steps necessary to create "true" profit Features coverage of rules of operation, visibility in themarketplace, marketing, cash flow, and management costs Demonstrating how measuring the results of change is vital andpart of the ultimate, ongoing, profit-based solution, Six Stepsto Creating Profit reveals how the before and after of eachoperational area is as important to evaluate as the intended changeitself.

Author: Tom Eisenmann
Publisher: Currency
ISBN: 0593137027
Category : Business & Economics
Languages : en
Pages : 370

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If you want your startup to succeed, you need to understand why startups fail. “Whether you’re a first-time founder or looking to bring innovation into a corporate environment, Why Startups Fail is essential reading.”—Eric Ries, founder and CEO, LTSE, and New York Times bestselling author of The Lean Startup and The Startup Way Why do startups fail? That question caught Harvard Business School professor Tom Eisenmann by surprise when he realized he couldn’t answer it. So he launched a multiyear research project to find out. In Why Startups Fail, Eisenmann reveals his findings: six distinct patterns that account for the vast majority of startup failures. • Bad Bedfellows. Startup success is thought to rest largely on the founder’s talents and instincts. But the wrong team, investors, or partners can sink a venture just as quickly. • False Starts. In following the oft-cited advice to “fail fast” and to “launch before you’re ready,” founders risk wasting time and capital on the wrong solutions. • False Promises. Success with early adopters can be misleading and give founders unwarranted confidence to expand. • Speed Traps. Despite the pressure to “get big fast,” hypergrowth can spell disaster for even the most promising ventures. • Help Wanted. Rapidly scaling startups need lots of capital and talent, but they can make mistakes that leave them suddenly in short supply of both. • Cascading Miracles. Silicon Valley exhorts entrepreneurs to dream big. But the bigger the vision, the more things that can go wrong. Drawing on fascinating stories of ventures that failed to fulfill their early promise—from a home-furnishings retailer to a concierge dog-walking service, from a dating app to the inventor of a sophisticated social robot, from a fashion brand to a startup deploying a vast network of charging stations for electric vehicles—Eisenmann offers frameworks for detecting when a venture is vulnerable to these patterns, along with a wealth of strategies and tactics for avoiding them. A must-read for founders at any stage of their entrepreneurial journey, Why Startups Fail is not merely a guide to preventing failure but also a roadmap charting the path to startup success.

Author: William R. Berends
Publisher: William R. Berends
ISBN: 0973544007
Category : Marketing
Languages : en
Pages : 144

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Author: Leonardo Inghilleri
Publisher: AMACOM
ISBN: 0814415393
Category : Business & Economics
Languages : en
Pages : 190

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What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.

Author:
Publisher:
ISBN:
Category : Law
Languages : en
Pages : 1374

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Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 958

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Author: Prabhu Sivabalan
Publisher: Cengage AU
ISBN: 0170416860
Category : Business & Economics
Languages : en
Pages : 320

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ACCT3 Management is the Asia-Pacific edition of the proven 4LTR press approach to management accounting, designed to enhance students’ learning experiences. The text is for teaching students learning the preparers/debits and credits approach and is presented in an easy-to-read and accessible style. This third edition includes a strong suite of student and instructor resources that enhance student learning and revision. New, print versions of this book come with bonus online study tools on the CourseMate Express platform Learn more about the online tools cengage.com.au/learning-solutions