Putting The Customer 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.

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.

Sales Success Stories

Author : Scott Ingram
Publisher : Sales Success Media, LLC
ISBN 13 : 0990605949
Total Pages : 197 pages
Book Rating : 4.9/5 (96 download)

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Book Synopsis Sales Success Stories by : Scott Ingram

Download or read book Sales Success Stories written by Scott Ingram and published by Sales Success Media, LLC. This book was released on 2018-10-16 with total page 197 pages. Available in PDF, EPUB and Kindle. Book excerpt: Want to learn the insider secrets of the top 1% sales achievers? Discover the inspiring techniques of 20 sales VIPs so you can climb the ranks and bring in the biggest commissions of your career. Fed up with the same old sales results? Tired of advice from so-called sales gurus who don't actually sell for a living? Want to learn closing techniques from real-world doers? Account director, podcast host, and top 1% achiever Scott Ingram has spent his whole life obsessed with sales. With nearly two decades of sales experience under his belt, he's ready to share 60 inspiring stories to help you finally sell like a heavy hitter. Sales Success Stories - 60 Stories from 20 Top 1% Sales Professionals is a powerful collection of the tales of triumph—and failure—from 20 amazing sales MVPs. Divided into four motivating sections covering mindset, relationships, sales careers, and sales processes, this book will show you how high achievers sustain stellar results on a daily basis. If you're an ambitious and dedicated professional ready to climb the ladder to the top, then you need this roadmap to career victory! In Sales Success Stories, you'll discover: * Real-world anecdotes shared by successful professionals so you can learn from their hard-earned wisdom * How the top sales producers get to the top and the skills required to stay there * Relationship-building methods to help you win and keep customers over and over again * Ways to accelerate your sales career so you can beat your rivals to the top * The secrets of the pros, from prospecting and pitching to negotiating and closing and much, much more! Sales Success Stories is the groundbreaking collection of real-world sales successes you need to take your game to a whole new level. If you like practical techniques, professional wisdom, and street-smart insights, then you'll love Scott Ingram's motivational manual. Buy Sales Success Stories to uncover the secrets of the sales pros today!

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.

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.

Under New Management

Author : David Burkus
Publisher : HarperCollins
ISBN 13 : 0544631609
Total Pages : 261 pages
Book Rating : 4.5/5 (446 download)

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Book Synopsis Under New Management by : David Burkus

Download or read book Under New Management written by David Burkus and published by HarperCollins. This book was released on 2016-03-15 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Makes a provocative case that you should put customers second, close open offices, and ditch performance appraisals.”—Adam Grant, best-selling author of Originals “Under New Management is a lively, provocative must-read.”—Whitney Johnson, author of Disrupt Yourself. Why accepted management practices don’t work—and how innovative companies are changing the rules Should your employees know each other’s salaries? Is your vacation policy harming productivity? Does your hiring process undermine your team? David Burkus argues that the traditional management playbook is full of outdated, counterproductive practices, and he reveals how the alternative management revolution has already started at companies like Netflix, Zappos, Google, and others. Burkus investigates behind their office doors to show how these companies are reevaluating and reinventing the most basic management principles, like hiring, firing, vacation policy, and even office floor plan, and enhancing their business’s success as a result. “Is your company ready for a radical departure from twentieth-century management standards? David Burkus has collected the stories of dozens of companies that are standing the old rules on their heads. Even better, Burkus shows how you can do it, too.”—Daniel H. Pink, best-selling author of Drive and To Sell Is Human ? “If you are going to read one book on being a better manager in the next year, start here. David Burkus has assembled the most practical research and provocative ideas into an incredibly quick read.”—Tom Rath, best-selling author of StrengthsFinder 2.0

Hooked on Customers

Author : Robert G. Thompson
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781478271512
Total Pages : 0 pages
Book Rating : 4.2/5 (715 download)

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Book Synopsis Hooked on Customers by : Robert G. Thompson

Download or read book Hooked on Customers written by Robert G. Thompson and published by Createspace Independent Publishing Platform. This book was released on 2014 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Talk is cheap." A cliché, perhaps, but the idea that what we do is more important than what we say is a fundamental truth. It applies in our personal lives and can extend into our professional work, too. Learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships. People who own operate, manage, or otherwise lead a company are always looking for ways to improve productivity, beat the competition, and ensure long-term success. Learning how to put words and ideas into action can be a key to success in the business world. Hooked on Customers is not about finding the right words, whether labeled as a "strategy" or not. It is an insightful, highly informative book that propels businesses into action. It explores successful customer-centric businesses, examines the ways they execute their strategies, and provides practical recommendations for business leaders to more effectively outperform their competition. A must-have for any business leader who wants to have a healthy relationship with customers, this book avoids the pitfalls that often plague others that offer business advice. Frequently, company leaders turn to consultants and other resources to recommend strategies that sound great but ultimately don't have any real meaning because they are a series of words without a tie to actions. Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer-centricity, author Robert Thompson has identified the five routine organizational habits successful customer-centric businesses use when executing strategy. Legendary leading customer-centric businesses: LISTEN to their customers' values and feedback. THINK about the implications of fact-based decisions on customers EMPOWER employees with the freedom they need to please customers CREATE new value for customers, without being asked DELIGHT customers by exceeding their expectations Crucial to Thompson's discussion of these habits is the premise that there are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business. In the end, the results are well worth it. Hooked on Customers helps leaders understand, adopt, and implement the five crucial habits that enable companies to not only survive in highly competitive, overcrowded markets but to dominate them, creating a legacy of success and inspiration along the way.

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

Ignore Your Customers (and They'll Go Away)

Author : Micah Solomon
Publisher : HarperCollins Leadership
ISBN 13 : 1400214939
Total Pages : 241 pages
Book Rating : 4.4/5 (2 download)

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Book Synopsis Ignore Your Customers (and They'll Go Away) by : Micah Solomon

Download or read book Ignore Your Customers (and They'll Go Away) written by Micah Solomon and published by HarperCollins Leadership. This book was released on 2020-01-14 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ultimate guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field. Great customer service may be today's most essential competitive advantage. This book gives a step-by-step plan to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational and hilarious tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. In Ignore Your Customers (and They'll Go Away), you will find: Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company. A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture. Case studies and anecdotes from the great customer-centric companies of our time. Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable. Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty.

Developing a Market Orientation

Author : Rohit Deshpande
Publisher : SAGE
ISBN 13 : 0761916938
Total Pages : 330 pages
Book Rating : 4.7/5 (619 download)

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Book Synopsis Developing a Market Orientation by : Rohit Deshpande

Download or read book Developing a Market Orientation written by Rohit Deshpande and published by SAGE. This book was released on 1999-04-13 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: Market orientation is best defined as an organization-level culture, a set of shared values and beliefs about putting the customer first in business planning. This book demonstrates the importance of market orientation on organizational culture (the shared set of values for putting customers first), on strategy (the creation of superior value for a firm's customers), and on tactics (the set of cross-functional activities directed at creating and satisfying customers).

Chief Customer Officer

Author : Jeanne Bliss
Publisher : John Wiley & Sons
ISBN 13 : 1118046935
Total Pages : 318 pages
Book Rating : 4.1/5 (18 download)

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Book Synopsis Chief Customer Officer by : Jeanne Bliss

Download or read book Chief Customer Officer written by Jeanne Bliss and published by John Wiley & Sons. This book was released on 2011-01-06 with total page 318 pages. Available in PDF, EPUB and Kindle. Book excerpt: Drawing on her first-hand experience at top companies as diverse as Lands’ End and Microsoft, Jeanne Bliss explains why even great corporations can drift to delivering mediocrity to customers, and she offers a proven solution to break the cycle. Different divisions and departments in corporations can fail to communicate and act as a team—they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships. This book provides leaders the tools and information they need to overcome organizational inertia and deliver a meaningful customer experience. The author includes diagnostics to determine if a company’s core strengths, metrics, and systems improve or harm customer relationships. With all these tools, leaders can address the organizational challenges they face with an exhaustive review of the Chief Customer Officer role and an evaluation to determine the right solution for their culture and company.

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.

The Customer Copernicus

Author : Charlie Dawson
Publisher : Routledge
ISBN 13 : 1000365034
Total Pages : 137 pages
Book Rating : 4.0/5 (3 download)

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Book Synopsis The Customer Copernicus by : Charlie Dawson

Download or read book The Customer Copernicus written by Charlie Dawson and published by Routledge. This book was released on 2021-05-16 with total page 137 pages. Available in PDF, EPUB and Kindle. Book excerpt: Some companies are great for customers – not only do they care but they change whole markets to work better for the customers they serve. Think of Amazon, easyJet and Sky. They make things easier and improve what really matters – obvious, surely? They have also enjoyed huge business success, growing and making plenty of money. The Customer Copernicus answers the question that follows – if it’s obvious and attractive why is it so rare? And then it answers a second question, because Tesco, O2 and Wells Fargo were like this once. Why, having mastered it, would you ever stop? Because all three did, and two ended up in court. The Customer Copernicus explains how to become and how to stay customer-led. Essential reading for leaders and teams who want their organisations to stay competitive by developing a more purposeful and innovative culture.

The Employee Experience

Author : Tracy Maylett
Publisher : John Wiley & Sons
ISBN 13 : 1119294207
Total Pages : 184 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 2017-01-10 with total page 184 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.

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!

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:

CustomerCentric Selling, Second Edition

Author : Michael T. Bosworth
Publisher : McGraw Hill Professional
ISBN 13 : 0071639845
Total Pages : 305 pages
Book Rating : 4.0/5 (716 download)

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Book Synopsis CustomerCentric Selling, Second Edition by : Michael T. Bosworth

Download or read book CustomerCentric Selling, Second Edition written by Michael T. Bosworth and published by McGraw Hill Professional. This book was released on 2010-01-08 with total page 305 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Web has changed the game for your customers—and, therefore, for you. Now, CustomerCentricSelling, already recognized as one of the premiermethodologies for managing the buyer-sellerrelationship, helps you level the playing field soyou can reach clients when they are ready to buyand create a superior customer experience. Your business and its people need to be“CustomerCentric”—willing and able to identifyand serve customers’ needs in a world wherecompetition waits just a mouse-click away.Traditional wisdom has long held that sellingmeans convincing and persuading buyers. Buttoday’s buyers no longer want or need to be soldin traditional ways. CustomerCentric Selling givesyou mastery of the crucial eight aspects ofcommunicating with today’s clients to achieveoptimal results: Having conversations instead ofmaking presentations Asking relevant questions insteadof offering opinions Focusing on solutions and notonly relationships Targeting businesspeople insteadof gravitating toward users Relating product usage instead ofrelying on features Competing to win—not just to stay busy Closing on the buyer’s timeline(instead of yours) Empowering buyers instead of tryingto “sell” them What’s more, CustomerCentric Selling teaches andreinforces key tactics that will make the most ofyour organization’s resources. Perhaps you feelyou don’t have the smartest internal systems inplace to ensure an ideal workflow. (Perhaps, asis all too common, you lack identifiable systemsalmost entirely.) From the basics—and beyond—ofstrategic budgeting and negotiation to assessingand developing the skills of your sales force, you’lllearn how to make sure that each step yourbusiness takes is the right one.