From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans PDF Download

Author: Jon Picoult
Publisher: McGraw-Hill Education
ISBN: 9781264258789
Category : Business & Economics
Languages : en
Pages : 256

View

Book Description
Stop satisfying your customers – and start impressing them – using the strategies of Apple, Costco, Disney, and other industry dominators. If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the fascinating premise of From Impressed to Obsessed, a book that will fundamentally change how you think about creating a successful, beloved business. Renowned customer experience expert Jon Picoult takes you on a mesmerizing journey, showing how customer loyalty is as much about shaping people’s memories as it is about shaping their experiences. Through captivating stories and eye-opening studies, Picoult explains the 12 breakthrough, psychology-based strategies that successful companies use to impress customers – leading them to become obsessed with the business’s products and services, and to encourage others to do the same. Filled with actionable examples, you’ll see how you can immediately apply these principles to turn more sales prospects into customers, and more customers into raving fans. Picoult even demonstrates how business leaders can use the very same principles to strengthen employee engagement and loyalty. Turn your organization’s customer experience into its greatest competitive advantage, by applying the simple but profound lessons in From Obsessed to Impressed.

Author: Edmund M. Burke
Publisher: Bloomsbury Publishing USA
ISBN: 0313389993
Category : Business & Economics
Languages : en
Pages : 206

View

Book Description
Burke challenges the current thesis that companies should act responsibly toward communities and societies. Instead, he shows that changes in society mandate that companies must develop strategies and programs that foster a reputation of trust in local communities in order that they preserve their license to operate. Burke describes strategies and programs of action that enable companies to develop trust and thus maintain their license to operate. He also describes ways to use philanthropy and volunteer programs to achieve a competitive advantage. The public environment in which companies operate has changed significantly since the 1970s. Communities, in response to elected officials and community groups, are demanding that companies observe new norms of behavior. They expect companies to respect the environment, respond to the concerns of the community residents, and contribute to the support of community institutions. As Burke illustrates, a company's community reputation also affects the behavior of consumers and employees. Consumers prefer to buy products from companies that are involved in the community. Employees are attracted to companies that have a good community reputation. Just as successful companies need to be a supplier of choice, an employer of choice, and an investor of choice, they now have to become a neighbor of choice. They have to behave in ways that build a legacy of trust in order to be positioned positively in the community. As Burke shows, to be a neighbor of choice, a company has to pursue three strategies: build sustainable and ongoing relationships with key community individuals, groups, and organizations; institute procedures that anticipate and respond to community expectations, concerns, needs, and issues; and focus the company's community programs on ways that promote and strengthen the community's quality of life and which also support the business goals of the company. The strategies developed by Burke will be of great use to community and public affairs managers and general managers of corporations as well as CEOs and other executive officers. Students in courses on corporate strategy and general management will find the book of value, as will students in courses on non-profit management.

Author: Ruthie Jacobsen
Publisher: Highwalk Productions
ISBN: 9780615211060
Category : Witness bearing (Christianity)
Languages : en
Pages : 80

View

Book Description
Bridges 101 is for the non-Billy Grahams among us…for those who would like to share their faith in Christ but are not comfortable doing so. A reader from New Jersey bought the book, then wrote, “Thank you for your book, Bridges 101. I bought it because it seemed to be the answer to my desire to know how to reach out to others without fainting!” Maybe you have felt that way, too. An estimated 85% of those who attend church claim that they are there because of the influence of a friend or relative and not because someone cornered them and “convinced” them. A key truth developed in the book is, “The kingdom advances among friends.” Yet so many find it difficult to know what to say or what to do. Here is help. Here is courage. Courage to be contagious rather than aggressive. Maybe you’ve never attended a Bathroom Party? Most people haven’t but you’ll learn how Ruthie Jacobsen and her husband used a bathroom remodel in their home to create a low-stress witnessing event. Did you know that feeding coins in someone’s expired parking meter can be a “witnessing event?” Eleven-time author Ruthie Jacobsen has written a book that will bring a smile to your face. Bridges 101 is filled with stories of simple, non-threatening, joyous ways to build bridges, caring bridges, to those with whom they wish to share their faith in Christ. Each of the eleven chapters opens up possibilities you may never have thought of.

Author: Stanley C. Ross
Publisher: Emerald Group Publishing
ISBN: 1785607022
Category : Business & Economics
Languages : en
Pages : 160

View

Book Description
The primary purpose of The Road to Self Leadership Development is to provide individuals who want to become a leader with a systematic approach for learning how to first learn to become a self-leader. Readers learn that to lead others involves learning how to lead the self and self-leadership is all about improving feelings of self-worth.

Author: Scott Gillis
Publisher: Greenleaf Book Group
ISBN: 1608324281
Category : Business & Economics
Languages : en
Pages : 217

View

Book Description
For any CEO who wants to achieve and sustain superior shareholder value growth. All chief executives want to deliver superior returns for their shareholders, however only a few have been able to do so on a sustainable basis. Beliefs, Behaviors, and Results profiles how the best Fortune 200 CEOs have been able to outperform their peers and sustain superior shareholder returns by institutionalizing a set of beliefs and behaviors in their organizations. Through the words and case examples of these leading chief executives, the authors capture the five core principles that have transformed the performance of some of the world's best corporations. Readers will learn how the CEOs of these companies united their organizations around a common definition of winning, how they helped their managers capture a greater share of market profits, and how they established a culture where all managers think and act like entrepreneurial owners. Readers will learn how the best executives: * Look at markets differently to identify new profitable growth opportunities * Develop strategic innovations that are at least as valuable as new product innovations in driving shareholder value growth * Establish a reinvestment advantage that is difficult for competitors to match * Sustain superior performance over time In addition, the reader will learn the: * Common mistakes that prevent most management teams from maximizing profitable growth and shareholder value * Specific actions that all senior managers can take to materially change sustainable performance of their corporation

Author: Byrd Baggett
Publisher: Thomas Nelson Inc
ISBN: 9781558531710
Category : Business & Economics
Languages : en
Pages : 132

View

Book Description
Focusing on the basic habits that are common among business leaders, this book pinpoints characteristics of a successful sales lifestyle. Contains the basic information all sales professionals need to know. Here is the basic information anyone in business needs to know. I believe passionately that it is not enough to be just a good salesperson, secretary or manager. We also need to remember that losing a customer is just one bad experience away, and we must do everything we can to give our best service. The Book of Excellence is the first book in a trilogy of handbooks for business success by Byrd Baggett: The Book of Excellence - on sales, Satisfaction Guaranteed - on customer service and now Taking Charge - on leadership.

Author: Nawal K. Taneja
Publisher: Taylor & Francis
ISBN: 1000773639
Category : Transportation
Languages : en
Pages : 196

View

Book Description
Unprecedented social changes, accelerated by facilitating technologies and the COVID-19 pandemic, are calling for airlines to think deeply and non-conventionally on what will be important to existing and new travelers, as they change their lifestyles. New thinking requires airlines to extend the boundaries of their businesses to go beyond their traditional domains. This need goes beyond the renovation and iteration of conventional products to the transformation of products requiring new ideas and ways to scale them. Examples include the development of cost-effective urban air mobility, intermodal passenger transportation, door-to-door travel that is sustainable, and personalized offers. Airimagination: Extending the Airline Business Boundaries raises some thought-provoking questions and provides a direction for practical solutions. For example, what if airlines developed products and services that finally meet end-to-end needs of customers seamlessly by collaborating in the value-adding open ecosystems, using platforms that facilitate effective engagement with both "digital and nondigital" customers and employees in real time and at each touch point? Ironically, the current time is an advantage for some airlines as they already have had to deal with a deep and wide disruption caused by the pandemic, leading operations to start from ground zero. This book, the latest in a long and well-regarded series by Nawal K. Taneja, explores innovative best practices within the airline business world, complemented by numerous insightful perspectives contained in multiple forewords and thought leadership pieces. This book is aimed primarily at high-level practitioners within the airline industry and related businesses.

Author: David M. Dillon
Publisher: David Dillon
ISBN:
Category : House & Home
Languages : en
Pages : 131

View

Book Description
Amazon.com's publishing division "Create Space" has helped me to provide homeowners with a book written to help them successfully navigate the somewhat murky waters of hiring contractors for their home improvements. Aside from the burden of a complex process that many homeowners are unfamiliar with, there are plenty of deceptive practices which over promise and under deliver--or, worse. This book will give you practical suggestions on how to protect yourself, how to find quality contractors, how to lower the cost of any project, how to manage the process and how to achieve the quality results you want in the first place. Getting high quality work done for reasonable prices is precisely how to add real value to your home and avoid headaches. This book is loaded with practical advice to simplify the process and make any sized project more affordable. This makes your money go further, eliminates headaches and empowers you to take charge of the whole process. We'll cover exactly how to: * Size up a project * Estimate a realistic budget * Understand exactly how to hire only the best subcontractors * How to negotiate the best price with those subcontractors * How to manage them * How to pay them * How to keep everything effectively on track Chapters include: Preface A note from the author 1 Should you trust a General Contractor? 2 What does a competent GC do and why should I think like one? 3 How much do things really cost? 4 I have a project in mind. Where do I start? 5 How do I find the right subcontractors in terms of competence and price? 6 How should I pay the subcontractors? 7 What is the typical chronology of the construction process? 8 How do I estimate the time to do the whole job? 9 How do I check the quality of the work? 10 What are some issues to be aware of when making finish selections? 11 What about appliances? 12 What if I just want to hire a General Contractor? How do I pick the right one and not get taken for a ride? 13 What are some common mistakes to avoid on the road to achieving excellence? We'll also discuss how to protect your project from going over budget and the critical decisions that need to be made prior to even starting which so many people overlook, to their peril. In the end, you'll be ready to manage your own project, or if you choose, hire the very best General Contractor. You'll have a much more informed perspective of what a good General Contractor does in any successful renovation or new construction project and be able to easily distinguish the competent ones from the rest.

Author: Rick DeLisi
Publisher: John Wiley & Sons
ISBN: 1119841909
Category : Business & Economics
Languages : en
Pages : 262

View

Book Description
Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

Author: Christine Trippi
Publisher:
ISBN: 9781733244015
Category :
Languages : en
Pages : 128

View

Book Description
Four Simple Steps. That's all it takes to deliver legendary service and build a thriving team culture. Is negative service impacting your bottom line? Do you find it hard to maintain your confidence when you have to disappoint a customer? Then Yes Is the Answer is the leadership book you need to read. ​ Christine Trippi shares her energy and passion for Sweet Hospitality--the key to success in the hospitality industry--by taking readers through the simple steps of responding positively while developing strong relationships. Along the way, she reviews examples that cover all aspects of work and family life with opportunities to test your new skills in the book (or with a downloadable Yes Is the Answer companion workbook). By the end of this fun, quick, and easy read, you'll have the information and skills needed to always say Yes and achieve Sweet Results! The best part is that you'll learn how you can change the world, one Yes at a time! ​ Should you read this book? Yes Is the Answer!