Key in to the expertise of this accomplished business consultant and acclaimed customer-service expert. Subjects include customer perception, judging customers, handling upsets, and ´´what´s in it for me?´´ 1. Language: English. Audio sample: http://samples.audible.de/sp/made/000251de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Many people believe that sales and service are two separate functions, and treat them that way. This session will change the way you think, and make them a single process. You will learn how to exceed the customer´s expectations, build an emotional attachment with them, and also learn how to close the sale with very little extra effort; targeted to internal or external sales cultures, from any industry, at any level. 1. Language: English. Narrator: Brad Worthley. Audio sample: http://samples.audible.de/sp/made/000248de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
A step-by-step guide to designing and implementing an amazing customer service culture In today´s competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It´s not always clear what works and what doesn´t, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company´s individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine ´´leadership actions´´ that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization´s customer service practices from good to great, Unleashing Excellence is the key. PLEASE NOTE: When you purchase this title, the accompanying reference material will be available in your My Library section along with the audio. 1. Language: English. Narrator: Kimberly Farr. Audio sample: http://samples.audible.de/bk/adbl/004918de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Tippi Hedren remembers the most frightening moments of her career and tells intimate details about her daughter Melanie Griffith, whom she introduced to drug-addicted actor Don Johnson...not knowing that the two would secretly disappear and marry in Las Vegas. 1. Language: English. Narrator: Jorg Bobsin. Audio sample: http://samples.audible.de/rt/bobs/000020de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Using Information to Develop a Culture of Customer Centricity sets the stage for understanding the holistic marriage of information, socialization, and process change necessary for transitioning an organization to customer centricity. The book begins with an overview list of 8-10 precepts associated with a business-focused view of the knowledge necessary for developing customer-oriented business processes that lead to excellent customer experiences resulting in increased revenues. Each chapter delves into each precept in more detail. David Loshin is President of Knowledge Integrity, Inc., a company specializing in data management consulting. The author of numerous books on performance computing and data management, including Master Data Management (2008) and Business Intelligence - The Savvy Managers Guide (2003), and creator of courses and tutorials on all facets of data management best practices, David is often looked to for thought leadership in the information management industry.
Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company´s touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement. 1. Language: English. Narrator: Karen Cass. Audio sample: http://samples.audible.de/bk/brll/009741de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Please note: This is key takeaways and analysis of the book and not the original book. The 4-Hour Workweek: Escape 9-5, Live Anywhere, and Join the New Rich is a manifesto calling for workers everywhere to rise up and flee their cubicles in pursuit of a life guided by their passions and not their paychecks. It offers a practical, step-by-step guide that can be followed by people who are not independently wealthy but who don´t want to be slaves to their jobs until retirement. Whether a person is an entrepreneur or an employee, he or she can follow this path. However, the steps to doing so will vary slightly. The American work culture is inherently flawed. Every day, millions of people willingly sacrifice the best years of their lives in service of a retirement that is decades away. Instead of embracing a desire to learn and grow throughout their lives, they work jobs they hate so that they might one day be able to relax in old age.... Inside this Instaread summary of The 4-Hour Workweek by Timothy Ferriss: Overview of the book Important people Key takeaways Analysis of key takeaways 1. Language: English. Narrator: Sam Scholl. Audio sample: http://samples.audible.de/bk/acx0/065053de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Colleges and universities constitute a special type of organization; and their complex mission, dynamics, personnel structures, and values require a distinct set of understandings and skills to lead and manage them well. In Reframing Academic Leadership, Lee G. Bolman and Joan V. Gallos offer higher education leaders a provocative and pragmatic guide for: Crafting dynamic institutions where the whole is greater than the sum of the parts. Creating campus environments that facilitate creativity and commitment Forging alliances and partnerships in service of the mission Building shared vision and campus cultures that unite and inspire Serving the larger goals of the academy and society Throughout the book, the authors integrate powerful conceptual frameworks with rich and compelling real-world cases to support academic leaders searching for the best in themselves and in their institutions. The book tackles thorny issues such as building institutional clarity and capacity, managing conflict, coping with difficult people, partnering with the boss, and developing leadership resilience. Following in the tradition of Bolman and Deals classic Reframing Organizations, Bolman and Gallos emphasize a pragmatic approach. They tease out the unique challenges and opportunities in academic leadership and provide ideas, tools, and encouragement to help higher education leaders see more clearly, feel more confident, and become more skilled and versatile in handling the vicissitudes of daily life. Reframing Academic Leadership is the resource for those seeking to understand, develop, and manage colleges and universities.PLEASE NOTE: When you purchase this title, the accompanying reference material will be available in your My Library section along with the audio. 1. Language: English. Narrator: Kris Koscheski. Audio sample: http://samples.audible.de/bk/acx0/001969de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Magic for Malls make the connection between the low self-esteem experienced by many retail staff and poor level of service suffered by customers. It then lays out The Magic Programme, developed for staff at the award-winning shopping centre at Meadowhall and then shared across Europe with 30,000 retail employees, including entry level and long-term unemployed people. It allows participants to find success through failure, a process which boosts confidence, creativity and self-esteem, all of which are damaged through standardised schooling, under and over-parenting. The programme is presented as a handbook so you can use it with your staff to transform their lives by giving them the gift of great self-esteem, which sets them confidently on the road to success. Finally, theres a practical look at proven techniques to keep focus on service excellence, which led to steady and sure improvements in customer care. In a wide-ranging career, Stephen has advised leading property owners, leisure companies and retailers and has developed and run many unique restaurants. In this, his first book on the subject, he shares the insights on service excellence learned across 30 years, which will enable employers to apply the techniques which will transform their business.
The fundamental relationships among brands, media, and people are being transformed, and just as we try to adapt, along comes a new disruption. Are you and your organization prepared to deal with todays unprecedented speed and scope of technological change? Beyond Advertising provides a business transformation road map for an aspirational future, based on the insights of more than 200 of the worlds most forward-thinking executives, innovators, and academics all grappling with todays unique challenges and opportunities. This book offers a concrete set of principles, including The All Touchpoint Value Creation Model, designed to lift us out of reactive thinking and encourage the co-creation of a future better for business, better for people, and better for society. Actionable steps include: Holistically orchestrate and allocate resources across all touchpoints Redefine expectations of success to align for multi-win outcomes Provide every stakeholder at all touchpointsa R.A.V.E.S. standard of content: relevant and respectful, actionable, valuable, exceptional experiences, and a shareworthy story Develop all touchpoints to maximize the M.A.D.E.s value of context: the complete person, the features of the delivery platform, the dynamic environment, and synergies with other touchpoints YORAM (JERRY) WIND is the Lauder Professor and Professor of Marketing at The Wharton School and the founding Director of the Wharton SEI Center for Advanced Studies in Management, the Wharton Fellows program and co-founder of the Wharton Future of Advertising Program. He led the development of the Wharton globalization strategy, the creation of the Wharton Executive MBA program, as well as the reinvention of its curriculum. He has received numerous marketing awards, including the Buck Weaver Award (2007), the Charles Coolidge Parlin Award (1985), AMA/ Irwin Distinguished Educator Award (1993), and the Paul D. Converse Award (1996). CATHARINE FINDIESEN HAYS is the founding Executive Director of the Wharton Future of Advertising Program, a leading research center bridging practitioners and academia. She earned her graduate degrees at Wharton and Penn as a Lauder Fellow and led pioneering marketing, strategy and sales teams during a 15-year career at AT&T. She can be heard on air as a host of Marketing Matters on Business Radio Powered by the Wharton School on Sirius XM 111. THE WHARTON FUTURE OF ADVERTISING INNOVATION NETWORK is the influential and growing global community of forward-thinking collaborators from across industry and academia committed to advancing the scope, value, and impact of advertising.