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Author: Mark David Jones
Publisher: Association for Talent Development
ISBN: 1947308858
Category : Business & Economics
Languages : en
Pages : 273
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Book Description
Your one-stop shop for world-class results The most admired organizations in the world have the same basic resources that you have—offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do successful organizations consistently succeed? We witness their extraordinary results, but the secrets often remain hidden. In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model—the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how “world class” status can be attained by many organizations, and isn’t the domain of only the most expensive, luxurious, or popular brands. Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your “customer”—internally, as you engage your employees and build your organization’s culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
Author: Mark David Jones
Publisher: Association for Talent Development
ISBN: 1947308858
Category : Business & Economics
Languages : en
Pages : 273
Get Book Here
Book Description
Your one-stop shop for world-class results The most admired organizations in the world have the same basic resources that you have—offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do successful organizations consistently succeed? We witness their extraordinary results, but the secrets often remain hidden. In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model—the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how “world class” status can be attained by many organizations, and isn’t the domain of only the most expensive, luxurious, or popular brands. Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your “customer”—internally, as you engage your employees and build your organization’s culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
Author: Mark David Jones
Publisher: ASTD
ISBN: 9781562867157
Category : Corporate culture
Languages : en
Pages : 0
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Book Description
Business.
Author: Bruce Loeffler
Publisher: John Wiley & Sons
ISBN: 1119028671
Category : Business & Economics
Languages : en
Pages : 304
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Book Description
Bring Disney-level customer experience to your organizationwith insider guidance The Experience is a unique guide to mastering the art ofcustomer service and service relationships, based on the principlesemployed at the renowned leader in customer experience— the Walt Disney Company. Co-Author Bruce Loefflerspent ten years at Disney World overseeing service excellence, andhas partnered with Brian T. Church in this book, to show you how tobring that same level of care and value to your own organization.Based on the I. C.A.R.E. model, the five principles —Impression, Connection, Attitude, Response, and Exceptionals— give you a solid framework upon which to raise the level ofyour customer experience. You will learn how to identify yourcustomer service issues and what level of Experience you arecurrently offering. You can then determine exactly what the"customer experience" should be for your company, and the changesrequired to make it happen. The Walt Disney Company is the most recognized name in the worldfor customer service. The "Disney Experience" draws customers fromall around the world,. This book describes what it takes to achievethat level of Experience, and how any organization can do it withthe right strategy and attention to detail. When the Experience isenhanced, the opportunity arises to convert customers toambassadors who will share their Experience with others. Find "the experience" and what it means to theOrganization Learn the five levels of experience, and why most companiesfail at it Identify service problems that face every company in themarketplace Utilize the Experience Quotient and apply the I. C.A.R.E.principles Learn how to convert customers to ambassadors who share theirstory with others Customers are the lifeblood of business. A great product offeringisn't enough in today's marketplace, where everyone's looking foran "experience.” Imagine the kind of value a Disney-levelcustomer experience could bring to your organization. TheExperience is a guide to getting there, from an insider'sperspective.
Author: Anders Dahlvig
Publisher: McGraw Hill Professional
ISBN: 0071777644
Category : Business & Economics
Languages : en
Pages : 208
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Book Description
Praise for The IKEA Edge “A very good book from a talented business leader [that links] values, culture, and the achievement of business and social objectives together. I have read it now three times and learned something from every passage.” —Michael Spence, recipient of the Nobel Memorial Prize in Economic Sciences, 2001 “With Anders Dahlvig’s recommendations, we could solve many of the world’s problems by persuading the big multinationals to change their Memorandum and Articles of Association. Big business working in the interests of humanity would be a powerful tool.” —Gordon Roddick, cofounder of The Body Shop “The IKEA Edge is a fascinating case study of an entrepreneurial company’s growth to maturity. Anders Dahlvig is incisive and surprisingly straightforward in sharing the IKEA story. As a fourth-generation family business owner, I recognize the inherent paradox of building a ‘good,’ value-driven company and managing for profit. Anders Dahlvig proves it can be done.” —Antonia Axson Johnson, Chairperson, Axel Johnson AB About the Book: With Anders Dahlvig at the helm from 1999 to 2009, the furniture giant IKEA averaged 11 percent yearly sales growth and annual operating profits in excess of 10 percent. The company hired more than 70,000 new employees and opened new stores around the world—all while maintaining its reputation as one of the world’s best corporate citizens. In The IKEA Edge, Dahlvig tells the story of how IKEA matured from an entrepreneurial startup to a leader in the furniture industry. He recounts his 26-year career at the company and what he learned along the way. In his rise from store manager to president, Dahlvig developed the unique vision he relied upon to lead IKEA through good times and bad—by combining traditional business goals like profit and growth with the progressive interests of social responsibility and environmental stewardship. Dahlvig proves that these objectives, which are usually viewed as polar opposites, can actually work wonders together. The IKEA Edge serves as an expansive case study for “doing good business while being a good business.” Dahlvig clearly lays out the cornerstones that support IKEA: a vision of social responsibility; market leadership with a balanced global portfolio; differentiation through control of the value chain; and building for the long term—four principles that can be applied in any business, in any industry. social and business agenda—and it continues to grow, even during the worst global recession in history. In a time when the public’s trust of business has hit bottom, such an approach to business is more critical than ever. A combination of personal memoir, call to action, and strategic vision, The IKEA Edge provides the inspiration and information you need to develop a social-good/good-business agenda for your own company. Public trust, brand recognition, customer loyalty, and a world-class reputation will soon follow.
Author: Peter Sims
Publisher: Simon and Schuster
ISBN: 1439170444
Category : Business & Economics
Languages : en
Pages : 226
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Book Description
“An enthusiastic, example-rich argument for innovating in a particular way—by deliberately experimenting and taking small exploratory steps in novel directions. Light, bright, and packed with tidy anecdotes” (The Wall Street Journal). What do Apple CEO Steve Jobs, comedian Chris Rock, prize-winning architect Frank Gehry, and the story developers at Pixar films all have in common? Bestselling author Peter Sims found that rather than start with a big idea or plan a whole project in advance, they make a methodical series of little bets, learning critical information from lots of little failures and from small but significant wins. Reporting on a fascinating range of research, from the psychology of creative blocks to the influential field of design thinking, Sims offers engaging and illuminating accounts of breakthrough innovators at work, and a whole new way of thinking about how to navigate uncertain situations and unleash our untapped creative powers.
Author: Peter Guber
Publisher: Crown Currency
ISBN: 0307587975
Category : Business & Economics
Languages : en
Pages : 274
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Book Description
Today everyone—whether they know it or not—is in the emotional transportation business. More and more, success is won by creating compelling stories that have the power to move partners, shareholders, customers, and employees to action. Simply put, if you can’t tell it, you can’t sell it. And this book tells you how to do both. Historically, stories have always been igniters of action, moving people to do things. But only recently has it become clear that purposeful stories—those created with a specific mission in mind—are absolutely essential in persuading others to support a vision, dream or cause. Peter Guber, whose executive and entrepreneurial accomplishments have made him a success in multiple industries, has long relied on purposeful story telling to motivate, win over, shape, engage and sell. Indeed, what began as knack for telling stories as an entertainment industry executive has, through years of perspiration and inspiration, evolved into a set of principles that anyone can use to achieve their goals. In Tell to Win, Guber shows how to move beyond soulless Power Point slides, facts, and figures to create purposeful stories that can serve as powerful calls to action. Among his techniques: * Capture your audience’s attention first, fast and foremost * Motivate your listeners by demonstrating authenticity * Build your tell around “what’s in it for them” * Change passive listeners into active participants * Use “state-of-the-heart” technology online and offline to make sure audience commitment remains strong To validate the power of telling purposeful stories, Guber includes in this book a remarkably diverse number of “voices” —master tellers with whom he’s shared experiences. They include YouTube founder Chad Hurley, NBA champion Pat Riley, clothing designer Normal Kamali, “Mission to Mars” scientist Gentry Lee, Under Armour CEO Kevin Plank, former South African president Nelson Mandela, magician David Copperfield, film director Steven Spielberg, novelist Nora Roberts, rock legend Gene Simmons, and physician and author Deepak Chopra. After listening to this extraordinary mix of voices, you’ll know how to craft, deliver—and own—a story that is truly compelling, one capable of turning others into viral advocates for your goal.
Author: Alan Pennington
Publisher: Pearson UK
ISBN: 1292148470
Category : Business & Economics
Languages : en
Pages : 233
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Book Description
Author: Tren Griffin
Publisher: Columbia University Press
ISBN: 0231540418
Category : Business & Economics
Languages : en
Pages : 218
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Book Description
Charlie Munger, Berkshire Hathaway's visionary vice chairman and Warren Buffett's indispensable financial partner, has outperformed market indexes again and again, and he believes any investor can do the same. His notion of "elementary, worldly wisdom"—a set of interdisciplinary mental models involving economics, business, psychology, ethics, and management—allows him to keep his emotions out of his investments and avoid the common pitfalls of bad judgment. Munger's system has steered his investments for forty years and has guided generations of successful investors. This book presents the essential steps of Munger's investing strategy, condensed here for the first time from interviews, speeches, writings, and shareholder letters, and paired with commentary from fund managers, value investors, and business-case historians. Derived from Ben Graham's value-investing system, Munger's approach is straightforward enough that ordinary investors can apply it to their portfolios. This book is not simply about investing. It is about cultivating mental models for your whole life, but especially for your investments.
Author: Jonathan Stutzman
Publisher: Chronicle Books
ISBN: 1452175357
Category : Juvenile Fiction
Languages : en
Pages : 49
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Book Description
The adorable and indomitable Tiny T. Rex from the critically acclaimed Tiny T. Rex and The Impossible Hug is back in a tale about friendship and overcoming your fears. Tiny T. Rex and his friend Pointy are having a campout in the backyard! It is what best friends do. But without their nighty-lights, the dark outside suddenly seems VERY dark . . . and very full of spooky things. Good thing Tiny has a super-secret plan to keep the dark at bay! Full of warmth and plenty of laughs, this new adventure starring Tiny T. Rex shows that friends will always find a way to face their fears together—even when those fears are not what they seem! • A great read-aloud book for parents and children • Hip, colorful art and delightful text make Tiny T. Rex an instant favorite of any dinosaur-loving toddler. • A perfect book to help toddlers and children overcome a fear of the dark Fans of silly picture books like Dinosaur vs Bedtime, We Don't Eat Our Classmates, and Llama Destroys the World will love the sweet spirit and continuing adventures of Tiny T. Rex. Meet Tiny T-Rex! He may be a small dino in a BIG world, but that won't stop him from making friends, conquering his fears, and stomping his way into your heart. • Read-aloud books for ages 3–5 • Dinosaur picture books for kids • Friendship books for toddlers
Author: Michael Lopp
Publisher: "O'Reilly Media, Inc."
ISBN: 1492045640
Category : Business & Economics
Languages : en
Pages : 142
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Book Description
Many people think leadership is a higher calling that resides exclusively with a select few who practice and preach big, complex leadership philosophies. But as this practical book reveals, what’s most important for leadership is principled consistency. Time and again, small things done well build trust and respect within a team. Using stories from his time at Netscape, Apple, and Slack, Michael Lopp presents a series of small but compelling practices to help you build leadership skills. You’ll learn how to create teams that are highly productive, highly respected, and highly trusted. Lopp has been speaking and writing about this topic for over a decade and now maintains a Slack leadership channel with over 13,000 members. The essays in this book examine the practical skills Lopp learned from exceptional leaders—as a manager at Netscape, a senior manager and director at Apple, and an executive at Slack. You’ll learn how to apply these lessons to your own experience.
