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Publishing, BusinessNews.
Call Number
658.8658.812
Publication Date
2014
Summary
Complete summary of Shep Hyken's book: "Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet". This summary of the ideas from Shep Hyken's book "Amaze Every Customer Every Time" shows how you have a competitive edge when you amaze your customers every time they deal with you, regardless of the state of the economy or the dynamics of the marketplace in which you operate. In his book, the author explains that there are five elements that are necessary for creating customer experiences that amaze: great leaders, culture, tools, service and community. This summary details each of these elements and provides advice on exactly how to improve them. Added-value of this summary: ⢠Save time ⢠Understand key concepts ⢠Expand your knowledge To learn more, read "Amaze Every Customer Every Time" and discover the key to leaving customers amazed after every interaction.
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Call Number
658.4063
Publication Date
2014
Summary
Complete summary of Clayton Christensen and Michael Raynor's book: "The Innovator's Solution: Creating and Sustaining Successful Growth". This summary of the ideas from Clayton Christensen and Michael Raynor's book "The Innovator's Solution" shows how capital markets demand that all companies should grow by commercializing innovations. The companies who are successful in doing this are rewarded spectacularly, however only one company in ten is able to deliver consistent growth. In their book, the authors explain the reason behind this and how companies end up reducing the potential of their innovations. This summary will teach you how to spot the innovations that have potential and use them to grow your business. Added-value of this summary: ⢠Save time ⢠Understand key concepts ⢠Expand your business knowledge To learn more, read "The Innovator's Solution" and never miss an opportunity for innovation again!.
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Call Number
658.8
Publication Date
2014
Summary
Complete summary of Michael Treacy and Fred Wiersemaâs book: âThe Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Marketâ. This summary of the ideas from Michael Treacy and Fred Wiersemaâs book âThe Discipline of Market Leadersâ shows how it is important for companies to select a unique value to deliver to customers in order to be truly successful. The authors explains the three key value disciplines that the current market leaders have applied and how you can apply them in your own company. By following these principles, you will be able to deliver ongoing value to your customers to set you apart from the competitors. Added-value of this summary: ⢠Save time ⢠Understand key principles ⢠Expand your business knowledge To learn more, read âThe Discipline of Market Leadersâ and learn from the most successful companies to start thinking about business differently.
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Electronic Resources
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Publishing, BusinessNews.
Call Number
658.812
Publication Date
2014
Summary
Complete summary of Shep Hyken's book: "The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience". This summary of the ideas from Shep Hyken's book "The Amazement Revolution" shows that customer service isnât a department within a company â itâs everything the company does. If you can amaze your customers, they will become addicted to doing business with you or more correctly to the level of the experience they receive from you. In his book, the author presents seven amazement strategies from the best customer service focused organizations in the world, which you can use to bring your customers into a "Cult of Amazement". This summary is a must-read for any manager who wants to learn from the best and become the top service organization in their industry. Added-value of this summary: ⢠Save time ⢠Understand key concepts ⢠Expand your knowledge To learn more, read "The Amazement Revolution" and find out how to teach your employees to deliver a superior experience to your customers.
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Electronic Resources
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Publishing, BusinessNews.
Call Number
658.100298345
Publication Date
2014
Summary
This work offers a summary of the book: "Uncommon Service: How to Win by Putting Customers at the Core of Your Business" by Frances Frei's and Anne Morris.Summary of the ideas in Frances Frei's and Anne Morris' book: "Uncommon Service" explains that it's not enough to demand that employees deliver a great service. In other words, it is indispensable to design a business model so that all employees deliver excellent service as an every day occurrence. This summary provides a guideline in 5 steps to establish the cornerstones for delivering uncommon service on an ongoing basis.1. Service offeri
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Electronic Resources
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0.0617
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Publishing, BusinessNews.
Call Number
658.871
Publication Date
2014
Summary
This work offers a summary in English of the book "THE NORDSTROM WAY: The Inside America's #1 Customer Service Company" by Robert Spector and Patrick McCarthy.The Nordstrom Way focuses on doing whatever it takes to create a satisfied customer. The underlying philosophy and culture of the Nordstrom Way is disarmingly simple: Use your own initiative to provide customers with exceptional levels of service. You'll never be criticized for doing too much for a customer, only for doing too little. If you're ever in doubt, err on the side of doing too much rather than too little.Robert Spector and Pa
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Publishing, BusinessNews.
Call Number
658.56
Publication Date
2014
Summary
This work offers a summary of the book "THE EXPERIENCE ECONOMY: Work is Theatre and Every Business a Stage B." by JOSEPH PINE II and JAMES GILMORE.Every business is based on what they choose to charge money for. Therefore, the most important question to every business should be: "what do my customers value the most?". This isn't always easy to answer, but when you do, you will know which areas to focus on, and crucially, where to add value. Many of your customers will pay more money for a premium product. In fact, if you get your added value (i.e. "experience") right, customers will even pay
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Electronic Resources
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Publishing, BusinessNews.
Call Number
658.812
Publication Date
2014
Summary
This work offers a summary of the book "THE 24-HOUR CUSTOMER: New Rules for Winning in a Time-Starved, Always-Connected Economy" by ADRIAN C. OTT."Time is money" is an outdated concept; time is now, according to Adrian C. Ott, far more important than money when consumers make decisions. People don't want to spend their time on boring, repetitive tasks and companies who want to get ahead will realise the importance of this Time-Value tradeoff - is this product worth my time? - and act accordingly. Value > Price + Customer Time Investment is a formula all businesses should become familiar with.
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Publishing, BusinessNews.
Call Number
658.812
Publication Date
2014
Summary
This work offers a summary of the book "MOMENTS OF TRUTH: New Strategies for Today's Customer-Driven Economy" by Jan Carlzon.A company is defined in the minds of its customers as the composite total of every moment of truth - those short periods when the customer interacts with the company or one of its employees. According to Jan Carlzon, former President and CEO of the Scandinavian Airlines Group, the best approach to delivering consistently high-quality moments of truth lies in building a customer-driven company. In Moments of Truth, Carlzon explains the six essential characteristics of th
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Electronic Resources
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0.0696
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Publishing, BusinessNews.
Call Number
658.4658.4012
Publication Date
2014
Summary
Complete summary of C.K. Prahald and Venkat Ramaswamy's book: "The Future of Competition: Co-Creating Unique Value with Customers". This summary of the ideas from C.K. Prahald and Venkat Ramaswamy's book "The Future of Competition" shows how commercial advantage used to be created by manufacturing a better product. Nowadays, value comes from the experiences of customers. In their book, the authors explain the basic principles of co-creation and how businesses can implement them in order to increase the value of consumer products. This summary will teach you how to make co-creation your starting premise, making your business more efficient, your customers more loyal and your profits healthier. Added-value of this summary: ⢠Save time ⢠Understand key concepts ⢠Expand your business knowledge To learn more, read "The Future of Competition" and find out the key to becoming a forward-thinking company and staying on top in the future.
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Electronic Resources
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Publishing, BusinessNews.
Call Number
658.100298774
Publication Date
2014
Summary
Complete summary of James McGregor's book: "One Billion Customers: Lessons from the Front Lines of Doing Business in China". This summary of the ideas from James McGregor's book "One Billion Customers" shows that it is difficult to emphasize just how important the Chinese economy will end up becoming to the global economy in the future. China has already surpassed Britain as the worldâs fourth-largest economy and is now well on its way to becoming the worldâs largest market. In his book, the author explains that foreign companies are therefore flocking to get a foothold in China before the market really becomes well established. This summary offers an insight into how the Chinese do business and how to understand and work with them in order to succeed in business in the future. Added-value of this summary: ⢠Save time ⢠Understand key concepts ⢠Expand your knowledge To learn more, read "One Billion Customers" and find out what you need to do in order to access the market in China and sell over a billion products.
Format:
Electronic Resources
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0.0686
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Publishing, BusinessNews.
Call Number
658.100292773
Publication Date
2014
Summary
Complete summary of Mary Modahl's book: "Now or Never: How Companies Must Change Today to Win the Battle for Internet Consumers". This summary of the ideas from Mary Modahl's book "Now or Never" shows that the battle for internet consumers is still underway. It can still be won by either traditional companies or internet start-ups. However, in her book the author states that time is running out: traditional companies cannot ignore the internet for much longer and internet start-ups need to start generating profit soon. This summary presents three key objectives that companies should aim to achieve over the next five years if they want to win the battle and prosper. Added-value of this summary: ⢠Save time ⢠Understand key concepts ⢠Expand your business knowledge To learn more, read "Now or Never" and find out why it is so important for companies to gain prominence on the internet in order to survive in the future.
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Electronic Resources
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