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Book Synopsis Summary: Customer Culture by : BusinessNews Publishing,
Download or read book Summary: Customer Culture written by BusinessNews Publishing, and published by Primento. This book was released on 2013-02-15 with total page 32 pages. Available in PDF, EPUB and Kindle. Book excerpt: The must-read summary of Michael Basch's book: "Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day". This summary of the ideas from Michael Basch's book "Customer Culture" shows how building a business that focuses exclusively on what the customer wants requires the right systems to be put in place so that the company consistently acts to achieve that goal. In his book, the author explains that the behavior of employees is an extension of the company’s prevailing culture and beliefs, and this needs to be tackled first in order to serve customers well. By reading this summary, you will understand what makes up customer culture and the six elements needed to make sure you deliver an outstanding customer experience. Added-value of this summary: • Save time • Understand key principles • Improve the customer focus of your company To learn more, read "Customer Culture" and find out what you need to start doing today to make your customers the main focus of your business.
Book Synopsis The Influence of Culture and Personality on Customer Satisfaction by : Franziska Krüger
Download or read book The Influence of Culture and Personality on Customer Satisfaction written by Franziska Krüger and published by Springer. This book was released on 2016-02-23 with total page 221 pages. Available in PDF, EPUB and Kindle. Book excerpt: Franziska Krüger presents two quantitative cross-cultural studies that examine the generalizability of the Zone of Tolerance and the Confirmation/Disconfirmation-Paradigm across countries. She investigates the potential influence of Hofstede's cultural dimensions and the Big Five personality traits on the models' variables. As a result, the studies confirm that both models can be used to explain customer satisfaction and its determinants across national borders and cultures.
Book Synopsis The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance by : Linden Brown
Download or read book The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance written by Linden Brown and published by McGraw-Hill Education. This book was released on 2014-01-07 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: BECOME THE ENVY OF YOUR INDUSTRY WITH A CUSTOMER-CENTRIC CULTURE Winner of Marketing Book of the Year 2015 by Marketing and Sales Books For the first time, this groundbreaking guide unlocks the secrets used by Amazon, Virgin, Apple, Starbucks, and salesforce.com. It creates a guide for success based on three years of scientific study drawing insights from more than 100 businesses to identify seven key factors. When implemented together these factors have been proven to drive superior business performance. Customer culture is as fundamental to business performance as breathing is to living. It is the life force of your business. This applies no matter what your industry sector. And with the evidence-based methods in this book, you can replicate their success in your business! The Customer Culture Imperative reveals the key disciplines of customer culture that consistently predict enhanced, sustainable business results. Each one is linked to a particular strategy and drives predictable and measurable improvements in one or more business performance factors--from innovation and customer satisfaction to growth in sales and profits to higher rates of new-product success. It gives you the tools to: Inspire everyone in the company to embrace a customer-centric culture Unify efforts across units by creating a "common language" for change Collect and measure data from your efforts and benchmark your progress Make change long term so you leave a legacy of an enduring business Creating a customer-centric company takes more than making an investment in the customer service department and systems. It's about building a culture in which the customer is at the heart of all decisions made within every function and unit. What's best for the customer is what's best for business. Make that a part of the DNA of your organization, and you will lead your company to unprecedented success. Guaranteed. PRAISE FOR THE CUSTOMER CULTURE IMPERATIVE "Linden and Chris Brown have written the best book on what it takes to build a genuine customer culture in an organization. Their framework and their stories will inspire you to take the next step." -- Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing at the Kellogg School of Management at Northwestern University "A customer-focused culture is a powerful competitive advantage. This book will show you how to diagnose the level of a customer culture and then make the leadership moves to raise this level." -- George Day, Geoffrey T. Boisi Professor of Marketing and Co-Director of the Mack Institute for Innovation Management, Wharton, University of Pennsylvania "Creating unique customer engagements is an essential ingredient of the 'Starbucks Experience.' Crafting an authentic culture is essential to insuring that all employees consistently execute and innovate the highest quality customer experience. Linden and Chris provide a unique framework and road map to build this culture within large and small organizations." -- Arthur Rubinfeld, chief creative officer and president, Global Innovation and Evolution Fresh Retail, Starbucks "Smart phones, smart networks, and personalized apps are changing the way people live and work--giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.” -- David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.” -- John Stanhope, Chairman, Australia Post "Some books (alas, very rare) summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.” -- Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "Smart phones, smart networks, and personalized apps are changing the way people live and work,giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.”--David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.”--John Stanhope, Chairman, Australia Post "Some books, alas very rare, summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.”--Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "This easy to read book provides essential and unique guidance for driving the critical relationship between customer centricity and sustained organisational performance."-—Dr Ramzi Fayed, Executive Dean, Australian Graduate School of Leadership
Book Synopsis The Service Culture Handbook by : Jeff Toister
Download or read book The Service Culture Handbook written by Jeff Toister and published by . This book was released on 2017-03-23 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute
Book Synopsis Consumer Culture and Society by : Wendy Wiedenhoft Murphy
Download or read book Consumer Culture and Society written by Wendy Wiedenhoft Murphy and published by SAGE Publications. This book was released on 2016-07-27 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Consumer Culture and Society offers an introduction to the study of consumerism and consumption from a sociological perspective. Author Wendy Wiedenhoft Murphy examines what we buy, how and where we consume, the meanings attached to the things we purchase, and the social forces that enable and constrain consumer behavior. Opening chapters provide a theoretical overview and history of consumer society and featured case studies look at mass consumption in familiar contexts, such as tourism, food, and higher education. The book explores ethical and political concerns, including consumer activism, indebtedness, alternative forms of consumption, and dilemmas surrounding the globalization of consumer culture.
Download or read book Courageous Cultures written by Karin Hurt and published by HarperCollins Leadership. This book was released on 2020-07-28 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: From executives complaining that their teams don’t contribute ideas to employees giving up because their input isn’t valued--company culture is the culprit. Courageous Cultures provides a road map to build a high-performance, high-engagement culture around sharing ideas, solving problems, and rewarding contributions from all levels. Many leaders are convinced they have an open environment that encourages employees to speak up and are shocked when they learn that employees are holding back. Employees have ideas and want to be heard. Leadership wants to hear them. Too often, however, employees and leaders both feel that no one cares about making things better. The disconnect typically only widens over time, with both sides becoming more firmly entrenched in their viewpoints. Becoming a courageous culture means building teams of microinnovators, problem solvers, and customer advocates working together. In our world of rapid change, a courageous culture is your competitive advantage. It ensures that your company is “sticky” for both customers and employees. In Courageous Cultures, you’ll learn practical tools that help you: Learn the difference between microinnovators, problem solvers, and customer advocates and how they work together. See how the latest research conducted by the authors confirms why organizations struggle when it comes to creating strong cultures where employees are encouraged to contribute their best thinking. Learn proven models and tools that leaders can apply throughout all levels of the organization, to reengage and motivate employees. Understand best practices from companies around the world and learn how to apply these strategies and techniques in your own organization. This book provides you with the practical tools to uncover, leverage, and scale the best ideas from every level of your organization.
Book Synopsis Consumer Culture by : Roberta Sassatelli
Download or read book Consumer Culture written by Roberta Sassatelli and published by SAGE. This book was released on 2007-05-17 with total page 254 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Roberta Sassatelli has written a thorough and wide-ranging synthetic account of social scientific research on consumption which will set the standard for the second generation of textbooks on cultures of consumption. Consumer Culture is an appealing and lucid introduction to the major themes - historical and contemporary, theoretical and empirical - surrounding the growth, nature and consequences of consumer culture. It will be of professional interest as well as serving a student audience' - Alan Warde, University of Manchester Showing the cultural and institutional processes that have brought the notion of the 'consumer' to life, this book guides the reader on a comprehensive journey through the history of how we have come to understand ourselves as consumers in a consumer society and reveals the profound ambiguities and ambivalences inherent within. While rooted in sociology, Sassatelli draws on the traditions of history, anthropology, geography and economics to give: - A history of the rise of consumer culture around the world; - A richly illustrated analysis of theory from neo-classical economics, to critical theory, to theories of practice and ritual de-commoditization; and - A compelling discussion of the politics underlying our consumption practices. An exemplary introduction to the history and theory of consumer culture, this book provides nuanced answers to some of the most central questions of our time.
Book Synopsis Organizational Culture and Leadership by : Edgar H. Schein
Download or read book Organizational Culture and Leadership written by Edgar H. Schein and published by John Wiley & Sons. This book was released on 2010-07-16 with total page 466 pages. Available in PDF, EPUB and Kindle. Book excerpt: Regarded as one of the most influential management books of all time, this fourth edition of Leadership and Organizational Culture transforms the abstract concept of culture into a tool that can be used to better shape the dynamics of organization and change. This updated edition focuses on today's business realities. Edgar Schein draws on a wide range of contemporary research to redefine culture and demonstrate the crucial role leaders play in successfully applying the principles of culture to achieve their organizational goals.
Download or read book True Alignment written by Edgar Papke and published by AMACOM. This book was released on 2013-12-11 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: It cannot be overemphasized how important it is for leaders to ensure the company’s mission is manifested in the roles, expectations, and goals of every member of the organization. Companies live or die based on their ability to communicate and deliver on the promise their brand makes to its customers. But if that message is varied, or added to, or even unknown by a single member of the team, the resulting inefficiency, conflict, and disengagement will cripple a company’s ability to provide value to its customers. True Alignment reveals the blueprint for businesses of all types and sizes for creating a company culture where everyone is aligned to the vision and strategy behind the brand intention and responsible for living out the brand promise. You will learn how to: Decipher customer expectations Define the brand as a solution to the customer's needs Turn the unique selling proposition into the mission And much more You can replace the tires on a car, but if you don’t fix the alignment, you still won’t drive straight. The same goes for your company. Nothing else matters until the entire organization is aligned.
Book Synopsis Culture Built My Brand by : Mark Miller
Download or read book Culture Built My Brand written by Mark Miller and published by . This book was released on 2021-10-19 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: Unleash the power of your culture. Propel your brand forward. Too many executive leaders settle for inadequate employee performance, mediocre outcomes, and unremarkable earnings. But this doesn't have to be your organization's reality. There is a way to break through the inertia to engage your team, drive better results, and attract a tribe of loyal customers--by tapping into the greatest driver of brand success: your internal company culture. Mark Miller and Ted Vaughn have rebranded more than one hundred purpose driven organizations with their team at Historic Agency. Their decades of experience and research have culminated in Culture Built My Brand, your roadmap to winning more customers and turning them into raving fans. With practical steps and customizable tools, this easy-to-follow guide gives you the know-how you need to tap into your company culture to create an authentic brand that stands out from the competition.
Book Synopsis Consumer Culture and Modernity by : Don Slater
Download or read book Consumer Culture and Modernity written by Don Slater and published by Polity. This book was released on 1999-02-03 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides a comprehensive introduction to the issues, concepts and theories through which people have tried to understand consumer culture throughout the modern period, and puts the current state of thinking into a broader context. Thematically organized, the book shows how the central aspects of consumer culture - such as needs, choice, identity, status, alienation, objects, culture - have been debated within modern theories, from those of earlier thinkers such as Marx and Simmel to contemporary forms of post-structuralism and postmodernism. This approach introduces consumer culture as a subject which - far from being of narrow or recent interest - is intimately tied to the central issues of modern times and modern social thought. With its reviews of major theorists set within a full account of the development of the subject, this book should be of interest to undergraduate and postgraduate students in the many disciplines which now study consumer culture, including communications and cultural studies, anthropology and history.
Download or read book I'll Be Back written by Shep Hyken and published by Sound Wisdom. This book was released on 2021-09-21 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers. Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It’s the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition. In I’ll Be Back you will learn… How to design and create an experience that gets customers to return, again and again The one trackable trend that leaders must monitor every morning The difference between repeat customers and loyal customers How to build the I’ll Be Back culture How delivering an amazing customer experience is within the reach of every organization The two simple words that are the secret to every customer service program Why most “loyalty programs” fail to create customer loyalty How to personalize the customer experience Why setting up or expanding self-service and digital customer service choices are is a must, not an option Ten loyalty killers that can terminate your relationship with your customers And much more! This book includes the must-have tools, tactics and strategies you need to get your customers to say, “I’ll be back!”
Book Synopsis The Critical Few by : Jon R. Katzenbach
Download or read book The Critical Few written by Jon R. Katzenbach and published by Berrett-Koehler Publishers. This book was released on 2019-01-16 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: In a global survey by the Katzenbach Center, 80 percent of respondents believed that their organization must evolve to succeed. But a full quarter of them reported that a change effort at their organization had resulted in no visible results. Why? The fate of any change effort depends on whether and how leaders engage their culture: the self-sustaining patterns of behaving, feeling, thinking, and believing that determine how things are done in an organization. Culture is implicit rather than explicit, emotional rather than rational--that's what makes it so hard to work with, but that's also what makes it so powerful. For the first time, this book lays out the Katzenbach Center's proven methodology for identifying your culture's four most critical elements: traits, characteristics that are at the heart of people's emotional connection to what they do; keystone behaviors, actions that would lead your company to succeed if they were replicated at a greater scale; authentic informal leaders, people who have a high degree of "emotional intuition" or social connectedness; and metrics, integrated, thoughtful measures to track progress, encourage the self-reinforcing cycle of lasting change and link to business performance. By leveraging these critical few elements, you can tap into a source of catalytic change within your organization. People will make an emotional, not just a rational, commitment to new initiatives. You will elicit enthusiasm and creativity and build the kind of powerful company that people recognize for its innate value and effectiveness.
Book Synopsis Culture and Consumption by : Grant David McCracken
Download or read book Culture and Consumption written by Grant David McCracken and published by Indiana University Press. This book was released on 1990-11-22 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book compiles and integrates highly innovative work aimed at bridging the fields of anthropology and consumer behavior." —Journal of Consumer Affairs " . . . fascinating . . . ambitious and interesting . . . " —Canadian Advertising Foundation Newsletter " . . . an anthropological dig into consumerism brimming with original thought . . . " —The Globe and Mail "Grant McCracken has written a provocative book that puts consumerism in its place in Western society—at the centre." —Report on Business Magazine " . . . a stimulating addition to knowledge and theory about the interrelationship of culture and consumption." —Choice "[McCracken's] synthesis of anthropological and consumer studies material will give historians new ideas and methods to integrate into their thinking." —Maryland Historian "The book offers a fresh and much needed cultural interpretation of consumption." —Journal of Consumer Policy "The volume will help balance the prevailing cognitive and social psychological cast of consumer research and should stimulate more comprehensive investigation into consumer behavior." —Journal of Marketing Research " . . . broad scope, enthusiasm and imagination . . . a significant contribution to the literature on consumption history, consumer behavior, and American material culture." —Winterhur Portfolio "For this is a superb book, a definitive exploration of its subject that makes use of the full range of available literature." —American Journal of Sociology "McCracken's book is a fine synthesis of a new current of thought that strives to create an interdisciplinary social science of consumption behaviors, a current to which folklorists have much to contribute." —Journal of American Folklore This provocative book takes a refreshing new view of the culture of consumption. McCracken examines the interplay of culture and consumer behavior from the anthropologist's point of view and provides new insights into the way we view ourselves and our society.
Book Synopsis Above the Line by : Michael Henderson
Download or read book Above the Line written by Michael Henderson and published by John Wiley & Sons. This book was released on 2014-05-12 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: Position your organisation's culture to attain new heights Above the Line: How to Create a Company Culture that Engages Employees, Delights Customers and Delivers Results offers all leaders a handbook for leveraging an organisation's culture to engage staff, increase customer satisfaction and streamline business performance. A groundbreaking work, this book reveals what it takes to achieve optimum results from your organisational culture without employing the use of external consultants. This organic, in-house approach to company culture transformation saves both time and money. Step-by-step, author Michael Henderson illustrates how to create a culture in which employees and leaders delight those outside the company—customers, shareholder, employees' families, suppliers and the board of directors—and anyone else who may benefit from an association with the organisation. The book's proven models and ideas have been tried and tested with a broad range of of high-profile international companies. Expert author, Michael Henderson, a.k.a. The Corporate Anthropologist, has more than 30 years' experience, and a proven track record of working and consulting with organisations to enhance their workplace cultures. Reveals how to create an organisational culture that achieves desired results Puts the cultural transformation process in the hands of the people directly effected Smashes some of the established and costly myths about culture and how to work with culture This important resource is written for leaders, managers and supervisors at all levels and across industries.
Book Synopsis The Sacraments and Consumer Culture by : Timothy Brunk
Download or read book The Sacraments and Consumer Culture written by Timothy Brunk and published by Liturgical Press. This book was released on 2020 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: What does consumerism have to do with the sacraments? We live in cultures where our senses of meaning, identity, and purpose are often found in what we purchase. Apart from the question of hedonism, there is the question of how we orient ourselves in an environment in which we end up marketing our very selves. In this book, Timothy Brunk examines how this consumer culture has had a corrosive effect on the seven sacraments of the Catholic Church. He also assesses how sacramental worship can provide resources for responsible Christian discipleship in today's consumer culture.
Download or read book The Culture Code written by Daniel Coyle and published by Bantam. This book was released on 2018-01-30 with total page 305 pages. Available in PDF, EPUB and Kindle. Book excerpt: NEW YORK TIMES BESTSELLER • The author of The Talent Code unlocks the secrets of highly successful groups and provides tomorrow’s leaders with the tools to build a cohesive, motivated culture. NAMED ONE OF THE BEST BOOKS OF THE YEAR BY BLOOMBERG AND LIBRARY JOURNAL Where does great culture come from? How do you build and sustain it in your group, or strengthen a culture that needs fixing? In The Culture Code, Daniel Coyle goes inside some of the world’s most successful organizations—including the U.S. Navy’s SEAL Team Six, IDEO, and the San Antonio Spurs—and reveals what makes them tick. He demystifies the culture-building process by identifying three key skills that generate cohesion and cooperation, and explains how diverse groups learn to function with a single mind. Drawing on examples that range from Internet retailer Zappos to the comedy troupe Upright Citizens Brigade to a daring gang of jewel thieves, Coyle offers specific strategies that trigger learning, spark collaboration, build trust, and drive positive change. Coyle unearths helpful stories of failure that illustrate what not to do, troubleshoots common pitfalls, and shares advice about reforming a toxic culture. Combining leading-edge science, on-the-ground insights from world-class leaders, and practical ideas for action, The Culture Code offers a roadmap for creating an environment where innovation flourishes, problems get solved, and expectations are exceeded. Culture is not something you are—it’s something you do. The Culture Code puts the power in your hands. No matter the size of your group or your goal, this book can teach you the principles of cultural chemistry that transform individuals into teams that can accomplish amazing things together. Praise for The Culture Code “I’ve been waiting years for someone to write this book—I’ve built it up in my mind into something extraordinary. But it is even better than I imagined. Daniel Coyle has produced a truly brilliant, mesmerizing read that demystifies the magic of great groups. It blows all other books on culture right out of the water.”—Adam Grant, New York Times bestselling author of Option B, Originals, and Give and Take “If you want to understand how successful groups work—the signals they transmit, the language they speak, the cues that foster creativity—you won’t find a more essential guide than The Culture Code.”—Charles Duhigg, New York Times bestselling author of The Power of Habit and Smarter Faster Better
