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. WFOA.WHARTON.UPENN.EDU
Here´s how to liberate your customers from customer service, keep them happy, and control costs.Most customer-service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a ´´relationship´´ with your company´s customer service department, or do they simply want to purchase your products or services so they can put them to use?In this groundbreaking audiobook, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong - eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand.The Best Service Is No Service outlines seven principles to deliver the best service - which ultimately leads to ´´no service´´: Eliminate dumb contactsCreate engaging self-serviceBe proactiveMake it easy to contact your companyOwn the actions across the company Listen and actDeliver great service experiencesWhile self-service and customer relationship management are often tech-heavy and software-driven efforts, Price and Jaffe emphasize that no technology is needed to adopt a ´´no service´´ mindset - and any manager who tries to ferret out dysfunctional contacts between customers and companies can create far better, self-correcting systems. Language: English. Narrator: Jim Bond. Audio sample: http://samples.audible.de/bk/brll/000017de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
If you are a freelance writer, website designer, or graphic artist, you offer your clients a service. This means that you may think the only way to build your business is to have clients come to you to get that service. By creating a productized service, you will find that your expertise can easily become a tangible product. ungekürzt. Language: English. Narrator: Dara Rosenberg. Audio sample: http://samples.audible.de/bk/acx0/036219de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
With so many choices available to them, today´s customers are smarter and more demanding than ever before, putting repeat business at risk. In order to keep them coming back, you can´t just give them good, or even great, customer service...you have to knock their socks off!Completely updated with new techniques to help you work successfully with even the most difficult customers, Delivering Knock Your Socks Off Service provides proven tips and strategies for: Meeting customers´ expectations and satisfying their needs Becoming easier to do business with Determining the right times to bend or break the rules Becoming fantastic fixers and powerful problem-solvers Coping effectively with ´´customers from hell´´ And more!Written and read in the same accessible and humorous style that made this book a classic, the fourth edition features fresh anecdotes as well as brand-new chapters on important topics, including the generational divide, serving customers around the globe, and communicating effectively with coworkers across functions in other departments.Now more powerful than ever, this indispensable guide tells you how to provide better service than your customers have ever imagined. ungekürzt. Language: English. Narrator: Sean Pratt. Audio sample: http://samples.audible.de/bk/gdan/000118de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
What is the cost of losing a customer? In today´s competitive environment, it is a cost no business can afford. Do the math. It costs you up to 4 times more to get a new customer than it does to retain an existing one. However, that does not even take into account the fact that an unhappy customer will tell an average of 20 customers about their bad experiences, while a satisfied customer will only tell 10 people about their good experiences. This means you have to make twice as many customers happy as unhappy - just to break even! Dr. Tony Alessandra teaches how employees in all areas of your business can easily and quickly increase their customer service skills - anyone from secretaries to managers to the CEO him/herself! Why not invest in a proven system today and learn skills that will secure committed and active customers for you and your business? How can you afford not to? I have laid it all out for you here - over 35 years of the customer service secrets that have helped me tremendously in my own business career and saved me from many ruined customer relationships along the way. Language: English. Narrator: Dr. Tony Alessandra. Audio sample: http://samples.audible.de/sp/ales/000036de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
This information is a must for every executive and employee. Everyone you touch every day is your customer: shareholders, employees, managers, partners, and that person purchasing your service or product. Manage customer complaints more effectively, retain a winning staff through savvy leadership techniques, enhance your operations to better satisfy everyone, learn how to add value to all client contacts, and find out what the customer really wants. ungekürzt. Language: English. Narrator: Marsha Sue Petrie. Audio sample: http://samples.audible.de/sp/made/000294de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Written by three career experts, An Intelligent Career is a playbook for the modern knowledge worker, providing a complete guide that will allow workers to take a composite, dynamic view of a life´s work in the 21st century. ´´Knowledge work´´ - the kind of work where one thinks for a living - is fundamental in today´s economy. It is the basis for long-term success in the global economy and it drives the collective brainpower through which goods and services are delivered. And today, knowledge work requires much more than a college degree: it means understanding the changing nature of work and employment, and the processes through which knowledge is generated, transferred, and applied. It means understanding new career possibilities, more dynamic work arrangements, and the growing demand for knowledge work around the globe. It means navigating work life with an authenticity that replaces any straightforward loyalty to a single employer, and instead calls for better understanding of the self, collaborators, clients, and customers. An Intelligent Career provides clear guidance on how to take charge of your own destiny, seek continuous learning, collaborate with others, recognize and act on fresh opportunities, determine when it is time to move on, and much more. Ultimately, the goal of this audiobook is to help knowledge workers from architects to lawyers learn to work on their own terms and to assume ownership of work and career. ungekürzt. Language: English. Narrator: Stephen Paul Aulridge Jr.. Audio sample: http://samples.audible.de/bk/acx0/078591de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Maverick marketing whiz Mike Veeck offers you his simple, no-fail formula for business success!Drawing on his own experience and the success stories of clients and others who have benefited from his philosophy, Veeck shows how fun, creativity, and passion can bring out the best in an organization and an individual.The ´´Fun Is Good´´ philosophy applies to everyone, whether you´re the CEO or lower on the totem pole. You´ll see how laughter can be the key to turning a floundering business into a profitable one, and how it can easily jump start a stalled career.Learn:why customer service suffers when employees aren´t having fun at work, and why that matters;how a few people with the Fun is Good attitude can transform a workplace;what companies should look for when hiring people; andhow anyone can forge a Fun is Good career path.A breakthrough, one-of-a-kind approach to job fulfillment, Fun is Good can help all of us get the most out of our work lives both in and out of the office.Mike Veeck is president and part owner of six wildly successful minor-league baseball teams. Son of the late Hall of Fame club owner Bill Veeck, he has followed his father´s lead, with innovative promotions that have been profiled by 60 Minutes, USA Today, Sports Illustrated, Fortune, People, and countless other media outlets. He lives in Mt. Pleasant, South Carolina.Pete Williams is a veteran journalist who writes about sports, business, and fitness. He lives in Safety Harbor, Florida. ungekürzt. Language: English. Narrator: Mike Veeck and Pete Williams. Audio sample: http://samples.audible.de/bk/gdan/000040de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
There are specific skills needed to help customers over the phone. Learn how to break the ice and develop rapport with the people you serve, even when you´re pressed for time. Tune out distractions and develop listening skills that are critically important to phone service. Last, learn how to express empathy, de-escalate angry callers, and stay focused throughout the day. Topics include: Developing the perfect phone greeting Filling dead air Managing holds and transfers Listening Expressing empathy De-escalating angry callers ungekürzt. Language: English. Narrator: CC Chapman. Audio sample: http://samples.audible.de/bk/acx0/077185de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.