Winning behavior : what the smartest, most successful companies do differently / Terry R. Bacon and David G. Pugh.

ISBN:

9780814427231

9780814471630

Title:

Winning behavior : what the smartest, most successful companies do differently / Terry R. Bacon and David G. Pugh.

Author:

Bacon, Terry R.

Personal Author:

Bacon, Terry R.

Publication Information:

Physical Description:

1 online resource (xv, 352 pages) : illustrations

Contents:

""Contents""; ""Preface""; ""Acknowledgments""; ""1 THE FINAL FRONTIER""; ""2 WE WILL ASSIMILATE YOU""; ""3 YOU ARE HOW YOU BEHAVE""; ""4 THE FOUR WAYS TO CREATE BEHAVIORAL DIFFERENTIATION""; ""5 THE GOLD STANDARDS IN BEHAVIORAL DIFFERENTIATION""; ""6 RANDOM ACTS OF KINDNESS""; ""7 EXCEPTIONAL VALUES""; ""8 LIVING THE PROMISE""; ""9 THE ENGINES THAT DRIVE BEHAVIORAL DIFFERENTIATION""; ""10 WHY SOUTHWEST AIRLINES SOARS: B2C BEHAVIORAL DIFFERENTIATION""; ""11 SEARCHING FOR STARS: B2B BEHAVIORAL DIFFERENTIATION""; ""12 CREATING AND SUSTAINING BEHAVIORAL DIFFERENTIATION""; ""Index""

Local Note:

eBooks on EBSCOhost

Subject Term:

Organizational behavior.

Organizational effectiveness.

Added Author:

Pugh, David G. (David George), 1944-

Format:

Electronic Resources

Electronic Access:

Click here to view

Publication Date:

2003

Publication Information:

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658 22	1:E-BOOK	1	1:ONLINE	Searching... Unknown

Bound With These Titles

On Order

Summary

"In an age where even the best products are quickly imitated, businesses must constantly find new ways to outpace competitors. Successful companies differentiate themselves not just with superior products, but also by how they behave toward their customers at every touchpoint: service, product development, marketing, branding, bids and proposals, presentations, negotiations, and more.

Behavioral Differentiation is emerging as the ""final frontier"" in competitive strategy, and "Winning Behavior" shows how leading companies use it to exceed expectations and outperform competitors. This eye-opening book offers case histories and examples from companies like GE, Volvo, EMC, Ritz-Carlton, Wal-Mart, and Harley-Davidson, plus interviews with executives like George Zimmer (Men's Wearhouse), Colleen Barrett (Southwest Airlines), and Gerry Roche (Heidrick & Struggles).

In today's ultracompetitive business landscape, product quality and competitive pricing are prerequisites for staying afloat. "Winning Behavior" reveals the secrets the best companies use -- and any business can use -- to stay at the pinnacle of success in their industry."

Author Notes

Terry R. Bacon is the cofounder and president of Lore International Institute
David G. Pugh is the cofounder and executive vice president of Lore International Institute

Reviews (1)

Choice Review

Bacon and Pugh, management consultants and authors, focus on how successful companies manage to differentiate themselves from their competitors. Drawing examples from numerous businesses, the authors analyze successful companies, such as IBM, Volvo, and Southwest Airlines, and compare them with companies that no longer exist, such as TWA and American Motors. In the process, they offer solid ideas and wisdom from these companies. Their book explains how to achieve "positive chemistry" between buyers and sellers and how to make customers prefer to work with a particular company. Going beyond the standard conventional wisdom of price, quality, and customer service, this well-written volume discusses "nine domains of differentiation" and stresses the importance of four behavioral frontiers (operational, interpersonal, exceptional, and symbolic). Mostly targeted toward B2C (business to consumer) companies, with one chapter addressing B2B (business to business) firms, this book offers excellent advice for business executives. ^BSumming Up: Recommended. Academic collections, upper-division undergraduate and up; business, government, and large public libraries. J. W. Leonard Miami University

Preface	p. vii
Acknowledgments	p. xiii
Chapter 1 The Final Frontier	p. 1
Harley-Davidson's Journey	p. 4
Differentiating Yourself Through Behavior	p. 6
Chapter 2 We Will Assimilate You	p. 12
The Entropic Action of Markets	p. 13
The Dynamics of Differentiation	p. 15
The Nine Domains of Differentiation	p. 18
1. Product Uniqueness	p. 18
2. Distribution	p. 20
3. Product Market Segmentation	p. 22
4. Customer Service/After-Sales Service	p. 23
5. Breadth of Offerings	p. 25
6. Brand	p. 26
7. Size/Market Dominance	p. 27
8. Low Price	p. 28
9. Behavior	p. 29
Chapter 3 You Are How You Behave	p. 33
What Customers Expect	p. 36
Gaining Ground--Positive Behavioral Differentiation	p. 38
Losing Ground--Negative Behavioral Differentiation	p. 47
Why Positive Differentiating Behaviors Are Difficult to Imitate	p. 53
Chapter 4 The Four Ways to Create Behavioral Differentiation	p. 57
The Four Types of Behavioral Differentiation	p. 58
Operational Behavioral Differentiation: Setting a New Standard	p. 60
Positive Operational Behaviors	p. 61
Normal or Expected Server Behaviors	p. 64
Negatively Differentiating Server Behaviors	p. 64
Positively Differentiating Server Behaviors	p. 64
Negative Operational Behaviors	p. 67
Interpersonal Behavioral Differentiation: Showing That You Care	p. 70
Exceptional Behavioral Differentiation: Breaking the Rules	p. 81
Positive Exceptional Behaviors	p. 81
Negative Exceptional Behaviors	p. 83
Symbolic Behavioral Differentiation: Walking the Talk	p. 84
Positive Symbolic Behaviors	p. 87
Negative Symbolic Behaviors	p. 88
The Relationships Among the Types of Behavioral Differentiators	p. 91
Chapter 5 The Gold Standards in Behavioral Differentiation	p. 95
Ritz-Carlton's Gold Standards	p. 99
Recruiting and Selection	p. 102
Employee Orientation and Continuing Education	p. 102
The Daily Lineup	p. 104
Purpose Over Function--and the Authority to Resolve Problems	p. 105
The Management of Measurement	p. 107
Tom's and Shane's Trip from Hell	p. 109
The World's Most Customer-Centric Company	p. 119
How EMC Differentiates Itself	p. 120
EMC's Unique Services Model	p. 121
Customer Service as an Investment	p. 122
Rapid Escalation of Problems	p. 122
Global Service Deployment	p. 122
Phone-Home Capability	p. 123
Guilty Until Proven Innocent	p. 124
Change Control Without a Hitch	p. 125
Measuring Customer Satisfaction	p. 126
Helping Save Customers' Businesses After 9/11	p. 127
Chapter 6 Random Acts of Kindness	p. 132
What People Want	p. 134
The Bell Curve of Interpersonal Behavior	p. 138
Chainsaw Al and the Queen of Mean	p. 142
Other Examples of Negative Behavioral Differentiation	p. 145
The Jackass Defense	p. 147
A Tale of Two Captains	p. 151
The Best Damn Ship in the Navy	p. 155
Chapter 7 Exceptional Values	p. 167
The Missing Suitcase	p. 168
An Important Proposal	p. 168
Preparing for the Olympic Games	p. 169
Getting Mutzy into Australia	p. 169
The Value of Medarbetarskap	p. 171
Suits and Servant Leadership	p. 177
Behavioral Differences at Men's Wearhouse	p. 179
A Web Site with Soul	p. 181
Emotional Intelligence in Action	p. 183
Representing the Customer	p. 187
Exceptional BD at Men's Wearhouse	p. 188
Why Doesn't Everybody Do It?	p. 189
Chapter 8 Living the Promise	p. 193
GAT's Competitive Challenges	p. 194
The Consultant from Houston	p. 195
The Selection Process	p. 196
The Think Tank	p. 197
The Summary Design	p. 199
Drum Roll, Please	p. 204
The Power of Symbolic Behaviors	p. 205
Harley-Davidson and the Experience Business	p. 206
Walking the Talk with God	p. 210
Chapter 9 The Engines That Drive Behavioral Differentiation	p. 220
The Leadership Engine	p. 224
The Culture Engine	p. 231
The Process Engine	p. 237
The Drivers of Negative Behavioral Differentiation	p. 244
Institutional Narcissism	p. 245
Institutional Greed	p. 248
Institutional Insularity	p. 248
Institutional Schizophrenia	p. 249
Institutional Scapegoating	p. 250
Our Expectations of Managers	p. 252
Chapter 10 Why Southwest Airlines Soars: B2C Behavioral Differentiation	p. 262
The Behavioral Differences at Southwest Airlines	p. 266
The Customer Service Business	p. 266
Operations as Internal Customer Service	p. 267
The Southwest Spirit	p. 268
Hire for Attitude, Train for Skill	p. 269
Leadership Bench Strength	p. 271
Places in the Heart	p. 272
Living the Golden Rule	p. 273
The Culture Committee	p. 275
From Customer Loyalty to Customer Advocacy	p. 276
The Behavioral Difference After September 11	p. 279
B2C Behavioral Differentiation	p. 280
Chapter 11 Searching for Stars: B2B Behavioral Differentiation	p. 296
Going the Extra Mile at Hall Kinion	p. 297
Hall Kinion's Differentiation Strategies	p. 300
Hiring Employees	p. 303
Recruiting Consultants and Candidates	p. 304
Differentiating HK with Customers	p. 308
Hall Kinion University	p. 310
Building the World's Finest Leadership Teams	p. 314
The Moment-by-Moment Differences	p. 314
Just Fire Me Today	p. 321
Visionaries of Total Human Capital Management	p. 323
Caring as a Way of Being	p. 326
Chapter 12 Creating and Sustaining Behavioral Differentiation	p. 332
Lessons Learned from Companies That Exemplify BD	p. 333
The Secret to Creating and Sustaining Behavioral Differentiation	p. 337
Why You Should Care About Behavioral Differentiation	p. 339
Products	p. 339
Price	p. 340
Behavior	p. 340
Index	p. 343

Available:*

Bound With These Titles

On Order

Summary

Summary

Author Notes

Reviews (1)

Choice Review

Table of Contents