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World Class Customer Satisfaction
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Book Synopsis World-Class Customer Satisfaction by : Jonathan D. Barsky
Download or read book World-Class Customer Satisfaction written by Jonathan D. Barsky and published by McGraw-Hill. This book was released on 1995 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managers in every industry are looking for more and better ways to link custmoer satisfaction with profitability. In this book, Barsky presents the newest customer-service techniques from around the world, in an eight-step, "how-to" program. Includes a game format that challenges and motivates readers to take the initiative and maintain increased customer satisfaction, guidelines for achieving total quality and implementing reengineering and benchmarking activities, and more.
Book Synopsis What's the Secret? by : John R. DiJulius, III
Download or read book What's the Secret? written by John R. DiJulius, III and published by John Wiley & Sons. This book was released on 2011-01-07 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.
Book Synopsis Making Customer Satisfaction Happen by : R.M. McNealy
Download or read book Making Customer Satisfaction Happen written by R.M. McNealy and published by Springer Science & Business Media. This book was released on 1994-09-30 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides the focus for an organisation's Total Quality Management process; the achievement of `world-class' customer satisfaction. The book draws exclusively from actual case studies of world leading companies.
Book Synopsis 180 Ways to Walk the Customer Service Talk by : Eric Lee Harvey
Download or read book 180 Ways to Walk the Customer Service Talk written by Eric Lee Harvey and published by The Walk The Talk Company. This book was released on 1999 with total page 60 pages. Available in PDF, EPUB and Kindle. Book excerpt: 180 Ways To Walk The Customer Service Talk is the resource you'll want to read and distribute to every person in your organization. Packed with powerful strategies and tips to cultivate world-class customer service, this handbook promises to be the answer to getting everyone "Walking The Customer Service Talk" and building a reputation of service integrity. At its low price, if everyone adopts just a few ideas to help ensure customers come back again, this book will pay for itself. All employees at every level of the organization need this powerful guide ... from front line employees, to call center representatives, sales people, telemarketers, managers, client services and marketing teams.
Book Synopsis World Class Selling by : Roy E. Chitwood
Download or read book World Class Selling written by Roy E. Chitwood and published by Book Pub Network. This book was released on 2011-05-06 with total page 489 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Building a World-Class Service Organisation by : Jochen Wirtz
Download or read book Building a World-Class Service Organisation written by Jochen Wirtz and published by Ws Professional. This book was released on 2017 with total page 34 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface -- Introduction -- Creating a world-class service organization -- From losers to leaders: four levels of service performance -- Moving to a higher level of performance -- Customer satisfaction and corporate performance -- Conclusion -- Summary -- Endnotes
Download or read book World Class Value written by Rob Faw and published by Outskirts Press. This book was released on 2024-05-02 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Transform your leadership and shape visionary organizations with World Class Value: Leadership Excellence in the Exponential Age. Uncover the keys to high-performance leadership in this indispensable guide, designed to help you excel in competitive environments. Rob's innovative Value-Driven Framework simplifies complex concepts like systems thinking and contextual frameworks, making elite leadership skills accessible to all. Immerse yourself in a rich collection of strategies uniquely tailored to empower leaders at every level to think broadly and act decisively in today's ever-changing world. Drawing from his extraordinary journey from a working-class neighborhood in Washington, D.C., to becoming a pioneering leader in multimedia technologies, Faw encapsulates the essence of high-performance leadership and the creation of world-class organizations. As an experienced executive leader, entrepreneur, and board-certified master coach, Rob infuses his relentless passion for peak performance on every page. Rob’s book dives deep into systems thinking, contextual frameworks, and organizational innovation, crucial for anyone aspiring to grow their leadership and develop world-class organizations. His journey is a testament to his dedication, strategic acumen, and transformative insights. Faw's narrative extends through various roles and industries, from his early days as a newspaper boy to his remarkable achievements as a CEO and a pioneer in digital transformation. World Class Value encapsulates Faw's philosophy of high-performance leadership and building world-class organizations. It thoroughly explores digital transformation, strategic agility, and customer-centric value creation. Faw challenges conventional business wisdom, advocating for a new leadership paradigm that responds dynamically to the market's exponential changes. Jason Clement, CEO of Sports Facilities Companies (SFC), endorses the book, emphasizing its practical applicability. During Faw's business, executive, and leadership coaching, SFC has witnessed significant growth, transforming into a national leader in its industry. This real-world impact illustrates the potency of Faw's strategies, timeless systems thinking, contextual frameworks, and enriched insights for those leaders who want to compete and win. World Class Value sets the stage for a world where digital transformation and exponential change redefine competition and leadership. Faw masterfully connects these global trends to everyday business practices, emphasizing the importance of strategic agility and customer-centric value creation. He offers a fresh perspective on leadership excellence and being a world-class organization, challenging traditional notions and advocating for a new paradigm of leadership and organizational excellence. Readers will find inspiration in Faw's accomplishments as an Ironman, 70-time marathoner, and doctoral candidate researching organizational leadership. His dedication to continuous learning and self-improvement resonates through his writing and podcast, “The School of Empowerment.” Rob invites his readers on a growth voyage, empowering them to unleash their full potential and achieve unprecedented business success. More than a business book, World Class Value is a journey through the complexities of leadership, a testimony to Faw's expertise, and a roadmap for those aspiring for personal growth and impacting their businesses and industries. This book is a must-read for leaders at every level and anyone passionate about developing high-performance leadership and world-class organizations.
Book Synopsis Manufacturing Systems by : National Academy of Engineering
Download or read book Manufacturing Systems written by National Academy of Engineering and published by National Academies Press. This book was released on 1992-02-01 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: Some 70 percent of U.S. manufacturing output currently faces direct foreign competition. While American firms understand the individual components of their manufacturing processes, they must begin to work with manufacturing systems to develop world-class capabilities. This new book identifies principles-termed foundations-that have proved effective in improving manufacturing systems. Authored by an expert panel, including manufacturing executives, the book provides recommendations for manufacturers, leading to specific action in three areas: Management philosophy and practice. Methods used to measure and predict the performance of systems. Organizational learning and improving system performance through technology. The volume includes in-depth studies of several key issues in manufacturing, including employee involvement and empowerment, using learning curves to improve quality, measuring performance against that of the competition, focusing on customer satisfaction, and factory modernization. It includes a unique paper on jazz music as a metaphor for participative manufacturing management. Executives, managers, engineers, researchers, faculty, and students will find this book an essential tool for guiding this nation's businesses toward developing more competitive manufacturing systems.
Book Synopsis Discover Your Destiny With The Monk Who Sold His Ferrari by : Robin Sharma
Download or read book Discover Your Destiny With The Monk Who Sold His Ferrari written by Robin Sharma and published by HarperCollins Canada. This book was released on 2010-07-01 with total page 149 pages. Available in PDF, EPUB and Kindle. Book excerpt: Like his megaselling The Monk Who Sold His Ferrari—the book that started it all—Discover Your Destiny with The Monk Who Sold His Ferrari delivers another life-changing fable to help readers see the world through a completely new set of eyes. This latest guide offers more of the inspiring but highly practical wisdom of the now famous Julian Mantle, the superstar lawyer who traded his jet-set lifestyle and prized Ferrari for enlightenment and fulfillment. Readers will learn the true purpose of their lives, how to unlock their highest potential, the secret of boundless joy and a direct route to personal freedom. A must-read for all Monk fans.
Book Synopsis The World of Customer Service by : Pattie Odgers
Download or read book The World of Customer Service written by Pattie Odgers and published by South Western Educational Publishing. This book was released on 2004 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: With global markets more crowded than ever, it is a major challenge for organizations to attract and retain customers due to the competition they are faced with. This text is designed to teach exemplary customer service thinking in public or private, domestic or international organizations and is written in a practical, common sense manner reflecting current customer service concepts and hints.
Book Synopsis The Customer Service Revolution by : John R. DiJulius
Download or read book The Customer Service Revolution written by John R. DiJulius and published by Greenleaf Book Group. This book was released on 2015-01-06 with total page 143 pages. Available in PDF, EPUB and Kindle. Book excerpt: In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.
Book Synopsis Providing World-Class Customer Service in the Workplace by : Glen Mort
Download or read book Providing World-Class Customer Service in the Workplace written by Glen Mort and published by Tate Publishing & Enterprises. This book was released on 2013-12-17 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt: Providing world-class customer service in the workplace: what you need to know about exceeding customer service expectations. Providing world-class customer service in the workplace can be elusive for many employees. How do I become a superstar in my job? How do I know what my customers expect from me, from my company? How can I always provide superior customer service? All these and many more questions are answered by Dr. Glen R. Mort as he reveals the secrets to consistently providing world-class customer service in the workplace and what you need to know about exceeding customers' expectations. Dr. Mort shares his twenty-five years' experience as a human resources and educational professional and provides the reader with simple yet effective techniques that guide the reader to achieve the end result of providing a positive experience in any work setting.
Book Synopsis Superior Customer Value by : Art Weinstein
Download or read book Superior Customer Value written by Art Weinstein and published by Routledge. This book was released on 2018-12-07 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.
Book Synopsis Unleashing Excellence by : Dennis Snow
Download or read book Unleashing Excellence written by Dennis Snow and published by John Wiley & Sons. This book was released on 2009-11-16 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Book Synopsis Managing Customer Value by : Bradley Gale
Download or read book Managing Customer Value written by Bradley Gale and published by Simon and Schuster. This book was released on 2009-11-24 with total page 453 pages. Available in PDF, EPUB and Kindle. Book excerpt: Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
Download or read book Customer Tells written by Marty Seldman and published by . This book was released on 2020-11-06 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: What do championship poker players and world-class salespeople have in common? The ability to read people. Customers "tell" us how to deliver the highest levels of service. If we pay attention to them, listen to their words, and observe their behavior, they will guide us to do the following: - Treat them the way they want to be treated. - Meet and exceed their expectations. - Provide a positive, predictable experience. - Develop strong relationships and bonds. - Tailor our approach to each individual.
Book Synopsis Making Customer Satisfaction Happen by : Roderick M. McNealy
Download or read book Making Customer Satisfaction Happen written by Roderick M. McNealy and published by . This book was released on 1994 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: Making Customer Satisfaction Happen provides a customer focus for your company's Total Quality process. Drawing on actual case studies of 'world-class' customer satisfaction organizations, Rod McNealy clearly illustrates the power of customer satisfaction as a strategic weapon for any business. Significantly, this book provides both an easily understandable and implementable approach to meeting and exceeding your customers' needs and expectations. Making Customer Satisfaction Happen is targeted at a broad audience of managers in any type of organization - large or small, public or private, operating for profit or non-profit. This is a 'hands-on', action-oriented, instructive guide to achieving customer satisfaction. It offers a proven approach for meeting and exceeding customers' needs and expectations to the point of 'delighting' them.
