raving fans a revolutionary approach to customer service

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Raving Fans

Author : Kenneth H. Blanchard
ISBN : 0006530699
Genre : Customer services
File Size : 76. 8 MB
Format : PDF, ePub
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A guide to providing a successful customer service, written in the style of a parable, including advice on how to define a vision, learn what a customer really wants and institute effective systems to achieve excellent bottom line results.

Raving Fans

Author : Ken Blanchard
ISBN : 9780688123161
Genre : Business & Economics
File Size : 64. 27 MB
Format : PDF, Docs
Download : 820
Read : 929

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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 : 0688123163
Genre : Business & Economics
File Size : 70. 47 MB
Format : PDF, Mobi
Download : 949
Read : 1317

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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.

Driving Loyalty

Author : Kirk Kazanjian
ISBN : 9780385346955
Genre : Business & Economics
File Size : 33. 61 MB
Format : PDF, Docs
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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

Legendary Service The Key Is To Care

Author : Ken Blanchard
ISBN : 9780071817851
Genre : Business & Economics
File Size : 83. 46 MB
Format : PDF, ePub
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Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees. Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. Although Ferguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined. In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service is everyone's job. PRAISE FOR LEGENDARY SERVICE: "Read this book and establish a service culture in your organization." -- Horst Schulze, Chairman/CEO, Capella Hotel Group "Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline staff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always." -- Mark King, CEO and President, TaylorMade Golf "Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. Legendary Service will teach the next generation how to deliver sensational service. Buy it, study it, implement it." -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules "Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller Ken Blanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service." -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV "Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today!" -- John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo "Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to accept mediocrity." -- Leonardo Inghilleri, coauthor of Exceptional Service, Exceptional Profit

Gung Ho

Author : Kenneth H. Blanchard
ISBN : 9780006530688
Genre : Employee motivation
File Size : 80. 72 MB
Format : PDF, Kindle
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Step-by-step guide for uninspired employees, motivation and performance.

The New One Minute Manager

Author : Ken Blanchard
ISBN : 9780062389152
Genre : Business & Economics
File Size : 50. 91 MB
Format : PDF
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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.

One Hundred Eighty Ways To Walk The Customer Service Talk

Author : Eric Harvey
ISBN : 1885228341
Genre : Business & Economics
File Size : 58. 2 MB
Format : PDF, Mobi
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This 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.

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 : 52. 49 MB
Format : PDF, ePub
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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.

Zombie Loyalists

Author : Peter Shankman
ISBN : 9781466879379
Genre : Business & Economics
File Size : 79. 14 MB
Format : PDF, ePub
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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.

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