Putting Customers First

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Employees First, Customers Second

Author : Vineet Nayar
Publisher : Harvard Business Press
ISBN 13 : 1422139069
Total Pages : 210 pages
Book Rating : 4.4/5 (221 download)

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Book Synopsis Employees First, Customers Second by : Vineet Nayar

Download or read book Employees First, Customers Second written by Vineet Nayar and published by Harvard Business Press. This book was released on 2010 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: Imagine a management philosophy based not upon serving a company's customers, but on serving the company's employees. Vineet Nayar, CEO of HCL Technologies in India, has put such a philosophy into practice with remarkable results. His "employee first, customer second" mantra has been recognized globally as an example of organizational innovation, and was deemed a "new and radical management philosophy" ripe for the picking in the Western world by Business Week. In this book, Nayar himself describes his blunt refusal to treat the flesh and blood of HCL--its people--as "human resource" or as "intellectual capital" or even as an asset like all its other assets-and how his unique perspective led to an holistic transformation of his organization. By putting employees on top of the organizational pyramid, he argues, your company can fully realize the value created in the interface between customers and employees. This book leads managers and executives through the five core aspects of Nayar's approach, demonstrating how to create a sense of urgency, overhaul incentives and reporting structures, foster transparency in communications and feedback, provide platforms for achievement and personal growth, and finally recognize the potential of every individual in the organization. The "Employee First" philosophy should be the fulcrum of the transformation journey of any organization.

Uncommon Service

Author : Frances X. Frei
Publisher : Harvard Business Press
ISBN 13 : 1422133311
Total Pages : 262 pages
Book Rating : 4.4/5 (221 download)

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Book Synopsis Uncommon Service by : Frances X. Frei

Download or read book Uncommon Service written by Frances X. Frei and published by Harvard Business Press. This book was released on 2012 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Outside in

Author : Harley Manning
Publisher : Houghton Mifflin Harcourt
ISBN 13 : 0547913982
Total Pages : 275 pages
Book Rating : 4.5/5 (479 download)

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Book Synopsis Outside in by : Harley Manning

Download or read book Outside in written by Harley Manning and published by Houghton Mifflin Harcourt. This book was released on 2012 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.

Putting Customers First '97

Author : National Performance Review (U.S.)
Publisher :
ISBN 13 :
Total Pages : 28 pages
Book Rating : 4.:/5 (327 download)

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Book Synopsis Putting Customers First '97 by : National Performance Review (U.S.)

Download or read book Putting Customers First '97 written by National Performance Review (U.S.) and published by . This book was released on 1997 with total page 28 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Putting Customers First

Author : National Performance Review (U.S.)
Publisher :
ISBN 13 :
Total Pages : 32 pages
Book Rating : 4.:/5 (6 download)

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Book Synopsis Putting Customers First by : National Performance Review (U.S.)

Download or read book Putting Customers First written by National Performance Review (U.S.) and published by . This book was released on 1997 with total page 32 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Putting Customers First '95

Author : National Performance Review (U.S.)
Publisher :
ISBN 13 :
Total Pages : 236 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis Putting Customers First '95 by : National Performance Review (U.S.)

Download or read book Putting Customers First '95 written by National Performance Review (U.S.) and published by . This book was released on 1995 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Putting Customers First

Author :
Publisher :
ISBN 13 :
Total Pages : 36 pages
Book Rating : 4.:/5 (319 download)

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Book Synopsis Putting Customers First by :

Download or read book Putting Customers First written by and published by . This book was released on 1995 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt:

DK Essential Managers: Putting Customers First

Author : Andy Bruce
Publisher : Penguin
ISBN 13 : 0756662710
Total Pages : 132 pages
Book Rating : 4.7/5 (566 download)

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Book Synopsis DK Essential Managers: Putting Customers First by : Andy Bruce

Download or read book DK Essential Managers: Putting Customers First written by Andy Bruce and published by Penguin. This book was released on 2002-09-09 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: DK's best-selling Essential Managers series are ideal for managers at every level. These compact references demonstrate the techniques and skills that are useful in any work environment, making this series the most accessible single-subject business guides on the market.

108-1 Hearing: The Thrift Savings Plan: Putting Customers First?, July 24, 2003, *

Author :
Publisher :
ISBN 13 :
Total Pages : 120 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis 108-1 Hearing: The Thrift Savings Plan: Putting Customers First?, July 24, 2003, * by :

Download or read book 108-1 Hearing: The Thrift Savings Plan: Putting Customers First?, July 24, 2003, * written by and published by . This book was released on 2004 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Putting Customers First

Author : Andy Bruce
Publisher : Dorling Kindersley Ltd
ISBN 13 : 1405352337
Total Pages : 130 pages
Book Rating : 4.4/5 (53 download)

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Book Synopsis Putting Customers First by : Andy Bruce

Download or read book Putting Customers First written by Andy Bruce and published by Dorling Kindersley Ltd. This book was released on 2009-07-01 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: Focus your organisation on customers and form successful working partnerships with clients.

Lead with Your Heart

Author : Lewis Green
Publisher : Human Resource Development
ISBN 13 : 1599961202
Total Pages : 241 pages
Book Rating : 4.5/5 (999 download)

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Book Synopsis Lead with Your Heart by : Lewis Green

Download or read book Lead with Your Heart written by Lewis Green and published by Human Resource Development. This book was released on 2007-11 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Stop thinking about profits and start thinking about how to create better experiences. Lead With Your Heart is about changing the way you do business. It introduces a business model that will result in growth, revenues and profits and a better world in which to do business, work and live. It is written to inspire executives, managers and entrepreneurs to invest in this way of doing business and make it the first step to changing the world we live in. Learn how to meet and exceed other peoples wants, needs and desires by creating great experiences for employees, customers sand citizens. Discover how to put people first not profits to create happiness and deliver products and services people want and need at prices that deliver value. Lead With Your Heart will shake you up with strategies and ideas that require total commitment from you and everyone in your business. In 11 chapters, the book paints a picture of what happiness is from a business perspective. Topics include: Measuring business success; Building your business; Building a powerful brand; Strategic plans that work; Sales and marketing that work; Doing the right thing; You can change the world. Author Lewis Green knows this business model works. He points to Starbucks, Hewlett-Packard, Johnson & Johnson, 3M and Wells Fargo as examples of corporation that have implemented many parts of it and are among Americas most successful businesses

Putting Patients First

Author : Susan B. Frampton
Publisher : John Wiley & Sons
ISBN 13 : 047037702X
Total Pages : 372 pages
Book Rating : 4.4/5 (73 download)

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Book Synopsis Putting Patients First by : Susan B. Frampton

Download or read book Putting Patients First written by Susan B. Frampton and published by John Wiley & Sons. This book was released on 2008-10-27 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second edition of Putting Patients First showcases what Planetree facilities and the Planetree organization have learned about the commitments, conditions, practices, and policies that are needed to do more than give lip service to being--patient-centered.--It should be read by every student, nurse, physician, administrator, trustee, policy maker, and lay person who is committed to creating healing environments, holding facilities accountable for their rhetoric, and truly reforming health care.

Strategic Training

Author : Daniel M. Wentland
Publisher : Human Resource Development
ISBN 13 : 0874259339
Total Pages : 179 pages
Book Rating : 4.8/5 (742 download)

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Book Synopsis Strategic Training by : Daniel M. Wentland

Download or read book Strategic Training written by Daniel M. Wentland and published by Human Resource Development. This book was released on 2007 with total page 179 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your organization's survival depends on employee training - to brush off the importance of upgrading the skills of your employees is a dangerous strategic mistake. Based upon the STEM model, this book will show organizational decision-makers and human resource practitioners how to make quality employee training an integral part of the strategic planning process - and ensure the competitiveness of the organization.

Customer Understanding

Author : Annette Franz
Publisher :
ISBN 13 : 9781686886812
Total Pages : 219 pages
Book Rating : 4.8/5 (868 download)

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Book Synopsis Customer Understanding by : Annette Franz

Download or read book Customer Understanding written by Annette Franz and published by . This book was released on 2019-09-03 with total page 219 pages. Available in PDF, EPUB and Kindle. Book excerpt: Struggling to ensure that the customer is at the center of all your business does? This book is your guide to putting the "customer" in customer experience. Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn't they think that?! When they focus on growth, those customer acquisition numbers are pretty sweet, but they don't tell the real story. Prioritizing customer retention is critical. But you can't just throw technology at it, give it some lip service, and call it a day. Retention is hard work! You've got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do. Then you've got to use that understanding to design an experience that helps customers achieve their goals. That's the key to putting the customer in customer experience! Ultimately, you need to bring the customer voice into all meetings, decisions, processes, and designs. The customer must be at the center of all you do. After all, it's all about the customer! In this book, I cover the three approaches to customer understanding: surveys and data, personas, and journey mapping. I could've written the whole book about journey mapping, but there's so much more to building a customer-centric business than journey mapping. The culture must first be deliberately designed to put the customer at the heart of the business. And all foundational elements of a CX transformation must be in place to make that happen. With that knowledge, read this book and: Learn about the three approaches you must use to understand your customers, why you must use them, and how they work together. Create an action plan to ensure insights gleaned from these three approaches are implemented in your organization. Develop and assign personas to your customers in order to better understand their needs, goals, problems to solve, and jobs to be done. Learn the difference between touchpoint maps and journey maps and how touchpoint maps can still be a valuable asset in your customer experience toolbox. Understand why journey mapping is called the backbone of customer experience management - and how to make it so in your organization. Set up and facilitate your own current-state and future-state journey mapping workshops with customers. Set up and facilitate service blueprint workshops with internal stakeholders. Find out how to put the customer at the heart of your business. And more!

Customer Centricity

Author : Peter Fader
Publisher :
ISBN 13 :
Total Pages : 128 pages
Book Rating : 4.:/5 (113 download)

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Book Synopsis Customer Centricity by : Peter Fader

Download or read book Customer Centricity written by Peter Fader and published by . This book was released on 2012 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.

Like a Virgin

Author : Richard Branson
Publisher : Penguin
ISBN 13 : 1591845688
Total Pages : 354 pages
Book Rating : 4.5/5 (918 download)

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Book Synopsis Like a Virgin by : Richard Branson

Download or read book Like a Virgin written by Richard Branson and published by Penguin. This book was released on 2012-09-25 with total page 354 pages. Available in PDF, EPUB and Kindle. Book excerpt: It’s business school, the Branson way. Whether you’re interested in starting your own business, improving your leadership skills, or simply looking for inspiration from one of the greatest entrepreneurs of our time, Richard Branson has the answers. Like a Virgin brings together some of his best advice, distilling the experiences and insights that have made him one of the world’s most recognized and respected business leaders. In his trademark thoughtful and encouraging voice, Branson shares his knowledge like a close friend. He’ll teach you how to be more innovative, how to lead by listening, how to enjoy your work, and much more. In hindsight, Branson is thankful he never went to business school. Had he conformed to the conventional dos and don’ts of starting a business, would there have been a Virgin Records? A Virgin Atlantic? So many of Branson’s achievements are due to his unyielding determination to break the rules and rewrite them himself. Here’s how he does it.

The Employee Experience

Author : Tracy Maylett
Publisher : John Wiley & Sons
ISBN 13 : 1119294185
Total Pages : 245 pages
Book Rating : 4.1/5 (192 download)

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Book Synopsis The Employee Experience by : Tracy Maylett

Download or read book The Employee Experience written by Tracy Maylett and published by John Wiley & Sons. This book was released on 2017-01-30 with total page 245 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ever notice how companies with the best service also have the happiest employees? That’s no accident. Do you want to build a strong, successful organization? Start by ignoring your customers. Really. Instead, focus first on creating a better employee experience, or EX. Your employees interact with customers, make them smile, and carry your brand message from the warehouse to the front lines. If your employees are having a great experience, so will your customers. In The Employee Experience, employee engagement pioneers Tracy Maylett and Matthew Wride reveal the secrets not only to attracting and retaining top talent, but to building a deeply engaged workforce—the foundation of organizational success. With deep insights into the dynamics of trust and mutual expectations, this book shows that before you can deliver a transcendent customer experience (CX), you must first build a superlative EX. With real-world examples and more than 24 million employee survey responses, Maylett and Wride reveal a clear, consistent pattern among the world’s most successful organizations. By establishing a clear set of expectations and promises—collectively known as the Contract—and upholding it consistently, employers can build the trust that leads to powerful engagement. Whether in business, healthcare, education, sports, or nonprofit, these organizations are consistently more successful and more profitable, enjoy sustainable growth, and win the battle to keep today’s rarest resource: talented people. Blending rigorous research, detailed case studies, in-depth interviews and expert insights, The Employee Experience will teach you to: Make the employee experience a core part of your strategy Understand employee expectations and bridge the “Expectation Gap” Establish rock-solid Brand, Transactional, and Psychological Contracts that breed trust and confidence Build an employee-employer partnership in creating something extraordinary Turn employee engagement into fuel for customer satisfaction, profit, and growth Attracting talent, retaining top performers, and creating an environment in which employees choose to engage drives results. The Employee Experience shows you where truly extraordinary organizations begin…and how to build one. TRACY MAYLETT, Ed.D, SPHR, SHRM-SCP, is the CEO of DecisionWise, where he currently advises leaders across the globe in leadership, change, and employee engagement. Maylett holds a doctorate from Pepperdine University and an MBA from BYU. He is a recognized author, and teaches in the Marriott School of Management at Brigham Young University. MATTHEW WRIDE, JD, PHR, is the COO of DecisionWise. With an extensive business background, Wride brings a fresh approach to organization development and leadership consulting. He is passionate about helping leaders create winning employee experiences. Wride holds a JD from Willamette University and a master’s degree from the University of Washington. For over two decades, DecisionWise has advised organizations and leaders in more than seventy countries on leadership, assessment, talent, organization development, and the employee experience. Visit us online at www.decision-wise.com.