raving fans a revolutionary approach to customer service

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Raving Fans

Author : Ken Blanchard
ISBN : 0688123163
Genre : Business & Economics
File Size : 23. 37 MB
Format : PDF, ePub, Mobi
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"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.

Raving Fans

Author : Ken Blanchard
ISBN : 9780688123161
Genre : Business & Economics
File Size : 31. 87 MB
Format : PDF, ePub
Download : 806
Read : 917

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"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.

Gung Ho

Author : Kenneth H. Blanchard
ISBN : 9780006530688
Genre : Employee motivation
File Size : 25. 75 MB
Format : PDF, ePub
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Step-by-step guide for uninspired employees, motivation and performance.

Driving Loyalty

Author : Kirk Kazanjian
ISBN : 9780385346955
Genre : Business & Economics
File Size : 25. 5 MB
Format : PDF
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Must-reading for every manager, entrepreneur, corporate executive, and anyone looking to increase customer satisfaction, boost employee engagement, and significantly enhance the bottom line. In order to build a successful company today, you must create an unbreakable bond of loyalty between your customers and employees. Few have done this better than Enterprise Holdings, owner of the Enterprise, National, and Alamo rental car brands. While Enterprise has long been known for offering excellent customer service, it faced a huge challenge after buying National and Alamo in 2007. Among other things, it had to integrate different cultures, manage a varied workforce, and meet the needs of a much larger and highly divergent customer base. In Driving Loyalty, you’ll get an inside look at how Enterprise began operating these three distinct brands in a way that ultimately led to rising profitability and some of the highest customer and employee satisfaction scores in the industry. You’ll also discover how other thriving companies—from JetBlue and Starbucks to Costco and even Chobani Yogurt—use similar techniques to outsmart the competition and turn customers and employees into raving fans. Driving Loyalty provides a blueprint that businesses of all types can use to deliver exceptional customer service, create a high-performing work environment, build strong brands, instill loyalty, market effectively online and off, and, in turn, power overall performance. In the pages of Driving Loyalty, you'll learn: - Specific strategies for offering exceptional service that will help to increase sales and grow your business. - Principles for developing engaged, high-performing teams - Why the rules of brand building differ based on your target audience - How to effectively leverage social media to better connect with your customers and employees - Why forming strong partnerships can take your company--and your career--to the next level - And much more

Hiring For Attitude A Revolutionary Approach To Recruiting And Selecting People With Both Tremendous Skills And Superb Attitude

Author : Mark Murphy
ISBN : 9780071785860
Genre : Business & Economics
File Size : 24. 93 MB
Format : PDF, ePub, Docs
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Build a high-performance workforce by abandoning skills-based hiring practices and focusing on employee attitude Hiring for Attitude offers a groundbreaking approach to recruiting, assessing, and selecting people with both tremendous skills but, more importantly, an attitude that aligns with the organization’s culture. Murphy cites his own company’s research and examines recent scientific studies about the practical effects a person’s attitude has on the outcome of his or her job performance. Clear and practical lessons are illuminated by numerous case studies of organizations like Microchip, Southwest Airlines, and The Ritz-Carlton.

The New One Minute Manager

Author : Ken Blanchard
ISBN : 9780062389152
Genre : Business & Economics
File Size : 73. 48 MB
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A revised edition of the timeless business classic—updated to help today’s readers succeed more quickly in a rapidly changing world. For decades, The One Minute Manager® has helped millions achieve more successful professional and personal lives. While the principles it lays out are timeless, our world has changed drastically since the book’s publication. The exponential rise of technology, global flattening of markets, instant communication, and pressures on corporate workforces to do more with less—including resources, funding, and staff—have all revolutionized the world in which we live and work. Now, Ken Blanchard and Spencer Johnson have updated The One Minute Manger to introduce the book’s powerful, important lessons to a new generation. In their concise, easy-to-read story, they teach readers three very practical secrets about leading others—and explain why these techniques continue to work so well. As compelling today as it was thirty years ago, this classic parable of a young man looking for an effective manager is more relevant and useful than ever.

The 3 Keys To Empowerment

Author : Kenneth H. Blanchard
ISBN : 1576750604
Genre : Business & Economics
File Size : 78. 61 MB
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Presents advice and strategies for companies who wish to implement a positive empowerment plan in the workplace to increase productivity, pride, and excitement

Zombie Loyalists

Author : Peter Shankman
ISBN : 9781466879379
Genre : Business & Economics
File Size : 31. 76 MB
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Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls "Zombie Loyalists," fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue. After all, why should you have to tell the world how amazing you are if you can have your existing customers do it for you? Imagine an army of customers who will do your public relations, marketing and advertising, without being asked, each and every time they give you their money. These are Zombie Loyalists. They are ready to buy what you sell, respond to your email offers and demand that their friends to do the same. So how do you get this rabid following? There's been a lot of lip service given to customer loyalty over the past few years, but most companies still don't realize that a points program or a slew of untargeted emails simply won't do it. With so many products and platforms to choose from, amazing customer service is the only differentiator that will truly put you ahead of your competition. Looking at exceptional companies like the Ritz Carlton, Commerce Bank, and Starwood Hotels, as well as smaller businesses to turn their customers into Zombie Loyalists, he shows how you can create your own customer army.

Financial Times Handbook Of Management

Author : Stuart Crainer
ISBN : 0273675842
Genre : Business & Economics
File Size : 54. 60 MB
Format : PDF, Docs
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The state of the art The world of business never stands still. Today¿s dominant force is tomorrow¿s sideshow. Fashions change and best practice evolves. For managers one certainty endures; the more you know the higher you go. From crafting strategies to delivering results, questions of management will always be too varied, perplexing and challenging to yield a single answer. They are best explored with the help of many perspectives. The third edition of the Financial Times Handbook of Management encapsulates this world of management thinking, reflecting what matters to managers in organizations in the first decade of the new century. A compelling and comprehensive companion to management¿s big ideas, brilliant minds and better ways, the Handbook is packed with intelligent writing to bring management alive for the thinking executive. The Financial Times Handbook of Management captures the state of this indispensable, inspiring, invigorating and essential art: The thinkers: Including Igor Ansoff, Chris Argyris, Warren Bennis, James Champy W Edwards Deming, Peter Drucker; Henri Fayol, Sumantra Ghoshal, Marshall Goldsmith, Lynda Gratton, Gary Hamel, Charles Handy, Phil Hodgson and Randall White, John Kay, Chan Kim and Renée Mauborgne, Philip Kotler, Ted Levitt, John Micklethwait & Adrian Wooldridge, Henry Mintzberg, Rosabeth Moss Kanter, John Mullins, Kjell Nordström and Jonas RidderstrSle, Kenichi Ohmae, Richard Pascale, Tom Peters, Michael Porter, CK Prahalad, Edgar Schein, Hermann Simon, Jonathan Story, Don Sull, Fons Trompenaars, Bruce Tulgan, Elizabeth Weldon, Jerry Windand many more. The foundations: Strategy and competition Globalization Managing Human Resources Operations and Service Marketing Finance Organization Ideas, information and knowledge Entrepreneurship Ethics The Skills: Managing globally Leading Managing change Communicating Managing yourself and your career Making it happen Developing and learning

Whale Done

Author : Kenneth Blanchard
ISBN : 9780743251778
Genre : Business & Economics
File Size : 41. 16 MB
Format : PDF, Docs
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A compendium of straightforward techniques on how to accentuate the positive and redirect the negative, increasing productivity at work and at home. What do your people at work and your spouse and kids at home have in common with a five-ton killer whale? Probably a whole lot more than you think, according to top business consultant and mega-bestselling author Ken Blanchard and his coauthors from SeaWorld. In this moving and inspirational new book, Blanchard explains that both whales and people perform better when you accentuate the positive. He shows how using the techniques of animal trainers -- specifically those responsible for the killer whales of SeaWorld -- can supercharge your effectiveness at work and at home. When gruff business manager and family man Wes Kingsley visited SeaWorld, he marveled at the ability of the trainers to get these huge killer whales, among the most feared predators in the ocean, to perform amazing acrobatic leaps and dives. Later, talking to the chief trainer, he learned their techniques of building trust, accentuating the positive, and redirecting negative behavior -- all of which make these extraordinary performances possible. Kingsley took a hard look at his own often accusatory management style and recognized how some of his shortcomings as a manager, spouse, and father actually diminish trust and damage relationships. He began to see the difference between "GOTcha" (catching people doing things wrong) and "Whale Done!" (catching people doing things right). In Whale Done!, Ken Blanchard shows how to make accentuating the positive and redirecting the negative the best tools to increase productivity, instead of creating situations that demoralize people. These techniques are remarkably easy to master and can be applied equally well at home, allowing readers to become better parents and more committed spouses in their happier and more successful personal lives.

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