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Author: T. Scott Gross
Publisher:
ISBN:
Category :
Languages : en
Pages : 278
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Book Description
Author: T. Scott Gross
Publisher:
ISBN:
Category :
Languages : en
Pages : 278
Get Book Here
Book Description
Author: T. Scott Gross
Publisher: Simon and Schuster
ISBN: 1510708189
Category : Business & Economics
Languages : en
Pages : 296
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Book Description
In today’s tough economy, cutting prices and providing good service aren’t enough. To be truly successful, innovative businesspeople must learn the art of Positively Outrageous Service (POS)—doing the unexpected unexpectedly and giving the customer more than he or she could hope for. POS put customer service guru T. Scott Gross on the map in the early 1990s. In this revised third edition, he contemporizes his work by examining what’s wrong in the service industry today and how to turn those negatives into POS. In his signature, slightly irreverent, but always insightful style, he shows managers at every level of the service industry how to: Build a customer base by following the four key principles of promotions—have fun, get people to your store, get people involved with your product, and do something good for others Hire the right people and show them the fundamentals of POS Energize and obtain the most creativity out of employees Win over customers when mistakes happen, no matter who is at fault POS is not just a way of doing business, according to Gross; it’s also a state of mind and the key to success in the twenty-first century. T. Scott Gross is a consumer advocate whose client roster for consulting, training, and speaking reads like a who’s who of the Fortune 500. Countless businesses, including Southwest Airlines, FedEx, McDonald’s, Sears, and Wal-Mart, have asked him to motivate the troops at sales meetings and conferences worldwide. Allworth Press, an imprint of Skyhorse Publishing, publishes a broad range of books on the visual and performing arts, with emphasis on the business of art. Our titles cover subjects such as graphic design, theater, branding, fine art, photography, interior design, writing, acting, film, how to start careers, business and legal forms, business practices, and more. While we don't aspire to publish a New York Times bestseller or a national bestseller, we are deeply committed to quality books that help creative professionals succeed and thrive. We often publish in areas overlooked by other publishers and welcome the author whose expertise can help our audience of readers.
Author: T. Scott Gross
Publisher: Grand Central Pub
ISBN: 9780446394680
Category : Business & Economics
Languages : en
Pages : 236
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Book Description
A business consultant and service guru details how to really prosper in today's tough business world by providing service above and beyond the call of duty. In this dynamic, fascinating book, T. Scott Gross shows how anyone can take customer service to a whole new level every day of the year using creative methods.
Author: Steve Curtin
Publisher: AMACOM
ISBN: 0814432824
Category : Business & Economics
Languages : en
Pages : 200
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Book Description
Discover the hidden ways to raise your organizations’ customer service experiences from ordinary to extraordinary. If you want to know how strong your company’s customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee’s highest priority, because when it’s not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn’t you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.
Author: Bill Glazer
Publisher: Morgan James Publishing
ISBN: 0982379390
Category : Business & Economics
Languages : en
Pages : 269
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Book Description
The legendary marketing consultant shares the secret to getting the most out of your advertising—by being outrageous—in this classic small business guide. When a sprinkler malfunctioned at his Baltimore menswear store, Bill Glazer could have done the normal thing and sold the wet merchandise to a Jobber—a business that buys damaged goods in bulk. Instead, he did something OUTRAGEOUS: he created an out-of-the-box ad campaign that resulted in far better returns. And it was easy. In this classic guide to small business advertising, Bill teaches readers the secrets to advertising that actually works. Rich with examples and stories showing exactly how to implement a successful OUTRAGEOUS program, this book cracks the code on getting noticed in ways that increase your sales!
Author: Bob Pritchard
Publisher: John Wiley & Sons
ISBN: 1118113454
Category : Business & Economics
Languages : en
Pages : 288
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Book Description
A complete course on the rules of marketing for today’sclimate In this fast-paced, cluttered, and global marketplace, newinfluences are constantly affecting your business. Today'ssophisticated consumers are searching for products that meet anemotional need, have added value, and come with no purchase risk.They want environmentally friendly products, and it’simportant that they buy from businesses that share their corebeliefs. Despite these demands, effective marketing still comesdown to knowledge, empathy, and communication. Kick Ass Businessand Marketing Secrets offers a complete course on business andmarketing, with simple, easily implemented rules for marketingsuccess. The author, “Mr. Marketer” Bob Pritchard, offersexpert guidance to help you thoroughly research and understand yourproduct, market place, and competitors. Delivers step-by-step advice on how to add value to everypurchase Details various communication vehicles and advises on how tochoose the most appropriate vehicle for your campaign Develops critical thinking skills to push you beyond yourcomfort level With so many new sources of market pressure, there’s noroom for poor marketing strategies. Get the new rules formarketing, and stand out from the rest.
Author: Robert C. Ford
Publisher: SAGE Publications
ISBN: 1071876287
Category : Business & Economics
Languages : en
Pages : 774
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Book Description
Introduction to Hospitality Management: Creating Excellent Guest Experiences, Third Edition takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Authors Robert C. Ford and Michael Sturman emphasize the critical importance of focusing on the guest and creating an unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. Included with this title: LMS Cartridge: Import this title’s instructor resources into your school’s learning management system (LMS) and save time. Don’t use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site. Learn more.
Author: T. Scott Gross
Publisher: Triple Nickel Press
ISBN: 098330209X
Category : Business & Economics
Languages : en
Pages : 23
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Book Description
Discusses how the retail market has changed with the changing technology.
Author: Frances Hesselbein Leadership Institute
Publisher: John Wiley & Sons
ISBN: 0470531231
Category : Business & Economics
Languages : en
Pages : 290
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Book Description
The Leader to Leader Institute's best-selling The Five Most Important Questions Self-Assessment Tool has helped facilitators, leaders, and consultants guide thousands in unleashing their organizations' full potential in serving their mission and clients. The third edition of this critical resource builds on the original and offers facilitators working with nonprofits and social sector organizations, as well as business and government, a clear and accessible model for helping participants achieve results that align mission, goals, and plans. At the heart of this tool are Peter F. Drucker's enduring The Five Most Important Questions that facilitators use to lead participants in addressing the critical things that make their organizations viable and valuable entities. When answered thoughtfully and addressed with purpose, these questions take one down a path of organizational transformation that leads to impact and success. The Facilitator's Guide includes: Steps for designing and conducting an organizational self-assessment, including how to gain commitment and form a team, set goals, gather and analyze data, prepare for and engage in facilitated dialogue, and how to create action by appraising and implementing strategic and operational plans. Workshop preparation including how to deliver two-day, full-day, and half-day workshops, and resources to help you design and prepare a workshop. An introductory workshop script with step-by-step guidance preparing you to deliver the information participants need. A Microsoft PowerPointTM presentation for running a workshop. A bound-in copy of the Participant Workbook. Praise for the Facilitator's Guide Self-Assessment Tool "Time and again Drucker's The Five Most Important Questions? have proven to be the most effective way for nonprofit organizations to conduct self-assessment and develop plans that will help them achieve real and lasting results." —Cathey Brown, founder and CEO, Rainbow Days, Inc., and 2001 Frances Hesselbein Community Innovation Fellow "The Five Most Important Questions Self-Assessment Tool? is a gift to the social leadership sector from the late management guru, Peter Drucker, and the Leader to Leader Institute. It makes incredible sense, it is easy to use, and lays the foundation for strategic planning." —Irv Katz, president and CEO, National Human Services Assembly "A must-read for social entrepreneurs who are seeking to dramatically grow their organization's impact without losing sight of the heart of their mission." —Iris Y. Chen, president and CEO, "I Have A Dream" Foundation "High-performing organizations and individuals know that self-assessment through Drucker's The Five Most Important Questions is the starting point for defining today and making tomorrow." —Lee H. Igel, assistant professor, New York University, and president, Peter F. Drucker Society of New York City "This nuts-and-bolts guide has become my compass for urging leaders and managers to ask the right questions, to look beyond what they thought they knew, and to focus on being relevant tomorrow rather than resting on yesterday's achievements." —Lieutenant Commander Carla J. Grantham [U.S. Coast Guard, retired], Congressional Liaison for Diversity Recruitment and Talent Management, U.S. Coast Guard
Author: T. Scott Gross
Publisher: Amacom Books
ISBN: 9780814479865
Category : Business & Economics
Languages : en
Pages : 308
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Book Description
From small-town chicken outlets to suburban furniture stores to corporate giants such as Southwest Airlines, extraordinary service in American companies has become the key to financial success. In this book, a wildly popular speaker on the subject uncovers the secrets to delivering "outrageous" customer service.
