Author: James Comey
Publisher: Flatiron Books
ISBN: 1250192463
Category : Biography & Autobiography
Languages : en
Pages : 303
Book Description
#1 New York Times Bestseller now in paperback with new material The inspiration for The Comey Rule, the Showtime limited series starring Jeff Daniels premiering September 2020 In his book, former FBI director James Comey shares his never-before-told experiences from some of the highest-stakes situations of his career in the past two decades of American government, exploring what good, ethical leadership looks like, and how it drives sound decisions. His journey provides an unprecedented entry into the corridors of power, and a remarkable lesson in what makes an effective leader. Mr. Comey served as director of the FBI from 2013 to 2017, appointed to the post by President Barack Obama. He previously served as U.S. attorney for the Southern District of New York, and the U.S. deputy attorney general in the administration of President George W. Bush. From prosecuting the Mafia and Martha Stewart to helping change the Bush administration's policies on torture and electronic surveillance, overseeing the Hillary Clinton e-mail investigation as well as ties between the Trump campaign and Russia, Comey has been involved in some of the most consequential cases and policies of recent history.
A Higher Loyalty
Author: James Comey
Publisher: Flatiron Books
ISBN: 1250192463
Category : Biography & Autobiography
Languages : en
Pages : 303
Book Description
#1 New York Times Bestseller now in paperback with new material The inspiration for The Comey Rule, the Showtime limited series starring Jeff Daniels premiering September 2020 In his book, former FBI director James Comey shares his never-before-told experiences from some of the highest-stakes situations of his career in the past two decades of American government, exploring what good, ethical leadership looks like, and how it drives sound decisions. His journey provides an unprecedented entry into the corridors of power, and a remarkable lesson in what makes an effective leader. Mr. Comey served as director of the FBI from 2013 to 2017, appointed to the post by President Barack Obama. He previously served as U.S. attorney for the Southern District of New York, and the U.S. deputy attorney general in the administration of President George W. Bush. From prosecuting the Mafia and Martha Stewart to helping change the Bush administration's policies on torture and electronic surveillance, overseeing the Hillary Clinton e-mail investigation as well as ties between the Trump campaign and Russia, Comey has been involved in some of the most consequential cases and policies of recent history.
Publisher: Flatiron Books
ISBN: 1250192463
Category : Biography & Autobiography
Languages : en
Pages : 303
Book Description
#1 New York Times Bestseller now in paperback with new material The inspiration for The Comey Rule, the Showtime limited series starring Jeff Daniels premiering September 2020 In his book, former FBI director James Comey shares his never-before-told experiences from some of the highest-stakes situations of his career in the past two decades of American government, exploring what good, ethical leadership looks like, and how it drives sound decisions. His journey provides an unprecedented entry into the corridors of power, and a remarkable lesson in what makes an effective leader. Mr. Comey served as director of the FBI from 2013 to 2017, appointed to the post by President Barack Obama. He previously served as U.S. attorney for the Southern District of New York, and the U.S. deputy attorney general in the administration of President George W. Bush. From prosecuting the Mafia and Martha Stewart to helping change the Bush administration's policies on torture and electronic surveillance, overseeing the Hillary Clinton e-mail investigation as well as ties between the Trump campaign and Russia, Comey has been involved in some of the most consequential cases and policies of recent history.
A Higher Loyalty
Author: James Comey
Publisher: Pan Macmillan
ISBN: 152900084X
Category : Biography & Autobiography
Languages : en
Pages : 342
Book Description
The inspiration for The Comey Rule, the Showtime limited series starring Jeff Daniels premiering September 2020 The sensational Sunday Times #1 Bestseller about taking on the mafia, the Clintons and Trump. 'An urgent clarion call.' - The Financial Times In A Higher Loyalty, his massive Number One bestselling memoir, former FBI director James Comey shares his never-before-told experiences from some of the highest-stakes situations of his career in the past two decades of American government, exploring what good, ethical leadership looks like, and how it drives sound decisions. His journey provides an unprecedented entry into the corridors of power, and a remarkable lesson in what makes an effective leader. Mr. Comey served as director of the FBI from 2013 to 2017, appointed to the post by President Barack Obama. He previously served as U.S. attorney for the Southern District of New York, and the U.S. deputy attorney general in the administration of President George W. Bush. From prosecuting the Mafia and Martha Stewart to helping change the Bush administration's policies on torture and electronic surveillance, overseeing the Hillary Clinton e-mail investigation as well as ties between the Trump campaign and Russia, Comey has been involved in some of the most consequential cases and policies of recent history.
Publisher: Pan Macmillan
ISBN: 152900084X
Category : Biography & Autobiography
Languages : en
Pages : 342
Book Description
The inspiration for The Comey Rule, the Showtime limited series starring Jeff Daniels premiering September 2020 The sensational Sunday Times #1 Bestseller about taking on the mafia, the Clintons and Trump. 'An urgent clarion call.' - The Financial Times In A Higher Loyalty, his massive Number One bestselling memoir, former FBI director James Comey shares his never-before-told experiences from some of the highest-stakes situations of his career in the past two decades of American government, exploring what good, ethical leadership looks like, and how it drives sound decisions. His journey provides an unprecedented entry into the corridors of power, and a remarkable lesson in what makes an effective leader. Mr. Comey served as director of the FBI from 2013 to 2017, appointed to the post by President Barack Obama. He previously served as U.S. attorney for the Southern District of New York, and the U.S. deputy attorney general in the administration of President George W. Bush. From prosecuting the Mafia and Martha Stewart to helping change the Bush administration's policies on torture and electronic surveillance, overseeing the Hillary Clinton e-mail investigation as well as ties between the Trump campaign and Russia, Comey has been involved in some of the most consequential cases and policies of recent history.
Saving Justice
Author: James Comey
Publisher: Flatiron Books
ISBN: 1250799139
Category : Political Science
Languages : en
Pages : 352
Book Description
James Comey, former FBI Director and New York Times bestselling author of A Higher Loyalty, uses his long career in federal law enforcement to explore issues of justice and fairness in the US justice system. James Comey might best be known as the FBI director that Donald Trump fired in 2017, but he’s had a long, varied career in the law and justice system. He knows better than most just what a force for good the US justice system can be, and how far afield it has strayed during the Trump Presidency. In his much-anticipated follow-up to A Higher Loyalty, Comey uses anecdotes and lessons from his career to show how the federal justice system works. From prosecuting mobsters as an Assistant US Attorney in the Southern District of New York in the 1980s to grappling with the legalities of anti-terrorism work as the Deputy Attorney General in the early 2000s to, of course, his tumultuous stint as FBI director beginning in 2013, Comey shows just how essential it is to pursue the primacy of truth for federal law enforcement. Saving Justice is gracefully written and honestly told, a clarion call for a return to fairness and equity in the law.
Publisher: Flatiron Books
ISBN: 1250799139
Category : Political Science
Languages : en
Pages : 352
Book Description
James Comey, former FBI Director and New York Times bestselling author of A Higher Loyalty, uses his long career in federal law enforcement to explore issues of justice and fairness in the US justice system. James Comey might best be known as the FBI director that Donald Trump fired in 2017, but he’s had a long, varied career in the law and justice system. He knows better than most just what a force for good the US justice system can be, and how far afield it has strayed during the Trump Presidency. In his much-anticipated follow-up to A Higher Loyalty, Comey uses anecdotes and lessons from his career to show how the federal justice system works. From prosecuting mobsters as an Assistant US Attorney in the Southern District of New York in the 1980s to grappling with the legalities of anti-terrorism work as the Deputy Attorney General in the early 2000s to, of course, his tumultuous stint as FBI director beginning in 2013, Comey shows just how essential it is to pursue the primacy of truth for federal law enforcement. Saving Justice is gracefully written and honestly told, a clarion call for a return to fairness and equity in the law.
The Infinite Game
Author: Simon Sinek
Publisher: Penguin
ISBN: 0735213526
Category : Business & Economics
Languages : en
Pages : 272
Book Description
From the New York Times bestselling author of Start With Why and Leaders Eat Last, a bold framework for leadership in today’s ever-changing world. How do we win a game that has no end? Finite games, like football or chess, have known players, fixed rules and a clear endpoint. The winners and losers are easily identified. Infinite games, games with no finish line, like business or politics, or life itself, have players who come and go. The rules of an infinite game are changeable while infinite games have no defined endpoint. There are no winners or losers—only ahead and behind. The question is, how do we play to succeed in the game we’re in? In this revelatory new book, Simon Sinek offers a framework for leading with an infinite mindset. On one hand, none of us can resist the fleeting thrills of a promotion earned or a tournament won, yet these rewards fade quickly. In pursuit of a Just Cause, we will commit to a vision of a future world so appealing that we will build it week after week, month after month, year after year. Although we do not know the exact form this world will take, working toward it gives our work and our life meaning. Leaders who embrace an infinite mindset build stronger, more innovative, more inspiring organizations. Ultimately, they are the ones who lead us into the future.
Publisher: Penguin
ISBN: 0735213526
Category : Business & Economics
Languages : en
Pages : 272
Book Description
From the New York Times bestselling author of Start With Why and Leaders Eat Last, a bold framework for leadership in today’s ever-changing world. How do we win a game that has no end? Finite games, like football or chess, have known players, fixed rules and a clear endpoint. The winners and losers are easily identified. Infinite games, games with no finish line, like business or politics, or life itself, have players who come and go. The rules of an infinite game are changeable while infinite games have no defined endpoint. There are no winners or losers—only ahead and behind. The question is, how do we play to succeed in the game we’re in? In this revelatory new book, Simon Sinek offers a framework for leading with an infinite mindset. On one hand, none of us can resist the fleeting thrills of a promotion earned or a tournament won, yet these rewards fade quickly. In pursuit of a Just Cause, we will commit to a vision of a future world so appealing that we will build it week after week, month after month, year after year. Although we do not know the exact form this world will take, working toward it gives our work and our life meaning. Leaders who embrace an infinite mindset build stronger, more innovative, more inspiring organizations. Ultimately, they are the ones who lead us into the future.
Loyalty
Author: Ingrid Thoft
Publisher: G.P. Putnam's Sons
ISBN: 0425268527
Category : Fiction
Languages : en
Pages : 498
Book Description
Protecting the interests of her managerial father and dysfunctional family business by working as a private investigator, Fina tackles the most challenging case of her career when a sister-in-law goes missing, a situation that is compromised by police questions and her brother's mysterious reticence.
Publisher: G.P. Putnam's Sons
ISBN: 0425268527
Category : Fiction
Languages : en
Pages : 498
Book Description
Protecting the interests of her managerial father and dysfunctional family business by working as a private investigator, Fina tackles the most challenging case of her career when a sister-in-law goes missing, a situation that is compromised by police questions and her brother's mysterious reticence.
The Room Where It Happened
Author: John Bolton
Publisher: Simon and Schuster
ISBN: 1982148055
Category : Political Science
Languages : en
Pages : 608
Book Description
As President Trump’s National Security Advisor, John Bolton spent many of his 453 days in the room where it happened, and the facts speak for themselves. The result is a White House memoir that is the most comprehensive and substantial account of the Trump Administration, and one of the few to date by a top-level official. With almost daily access to the President, John Bolton has produced a precise rendering of his days in and around the Oval Office. What Bolton saw astonished him: a President for whom getting reelected was the only thing that mattered, even if it meant endangering or weakening the nation. “I am hard-pressed to identify any significant Trump decision during my tenure that wasn’t driven by reelection calculations,” he writes. In fact, he argues that the House committed impeachment malpractice by keeping its prosecution focused narrowly on Ukraine when Trump’s Ukraine-like transgressions existed across the full range of his foreign policy—and Bolton documents exactly what those were, and attempts by him and others in the Administration to raise alarms about them. He shows a President addicted to chaos, who embraced our enemies and spurned our friends, and was deeply suspicious of his own government. In Bolton’s telling, all this helped put Trump on the bizarre road to impeachment. “The differences between this presidency and previous ones I had served were stunning,” writes Bolton, who worked for Reagan, Bush 41, and Bush 43. He discovered a President who thought foreign policy is like closing a real estate deal—about personal relationships, made-for-TV showmanship, and advancing his own interests. As a result, the US lost an opportunity to confront its deepening threats, and in cases like China, Russia, Iran, and North Korea ended up in a more vulnerable place. Bolton’s account starts with his long march to the West Wing as Trump and others woo him for the National Security job. The minute he lands, he has to deal with Syria’s chemical attack on the city of Douma, and the crises after that never stop. As he writes in the opening pages, “If you don’t like turmoil, uncertainty, and risk—all the while being constantly overwhelmed with information, decisions to be made, and sheer amount of work—and enlivened by international and domestic personality and ego conflicts beyond description, try something else.” The turmoil, conflicts, and egos are all there—from the upheaval in Venezuela, to the erratic and manipulative moves of North Korea’s Kim Jong Un, to the showdowns at the G7 summits, the calculated warmongering by Iran, the crazy plan to bring the Taliban to Camp David, and the placating of an authoritarian China that ultimately exposed the world to its lethal lies. But this seasoned public servant also has a great eye for the Washington inside game, and his story is full of wit and wry humor about how he saw it played.
Publisher: Simon and Schuster
ISBN: 1982148055
Category : Political Science
Languages : en
Pages : 608
Book Description
As President Trump’s National Security Advisor, John Bolton spent many of his 453 days in the room where it happened, and the facts speak for themselves. The result is a White House memoir that is the most comprehensive and substantial account of the Trump Administration, and one of the few to date by a top-level official. With almost daily access to the President, John Bolton has produced a precise rendering of his days in and around the Oval Office. What Bolton saw astonished him: a President for whom getting reelected was the only thing that mattered, even if it meant endangering or weakening the nation. “I am hard-pressed to identify any significant Trump decision during my tenure that wasn’t driven by reelection calculations,” he writes. In fact, he argues that the House committed impeachment malpractice by keeping its prosecution focused narrowly on Ukraine when Trump’s Ukraine-like transgressions existed across the full range of his foreign policy—and Bolton documents exactly what those were, and attempts by him and others in the Administration to raise alarms about them. He shows a President addicted to chaos, who embraced our enemies and spurned our friends, and was deeply suspicious of his own government. In Bolton’s telling, all this helped put Trump on the bizarre road to impeachment. “The differences between this presidency and previous ones I had served were stunning,” writes Bolton, who worked for Reagan, Bush 41, and Bush 43. He discovered a President who thought foreign policy is like closing a real estate deal—about personal relationships, made-for-TV showmanship, and advancing his own interests. As a result, the US lost an opportunity to confront its deepening threats, and in cases like China, Russia, Iran, and North Korea ended up in a more vulnerable place. Bolton’s account starts with his long march to the West Wing as Trump and others woo him for the National Security job. The minute he lands, he has to deal with Syria’s chemical attack on the city of Douma, and the crises after that never stop. As he writes in the opening pages, “If you don’t like turmoil, uncertainty, and risk—all the while being constantly overwhelmed with information, decisions to be made, and sheer amount of work—and enlivened by international and domestic personality and ego conflicts beyond description, try something else.” The turmoil, conflicts, and egos are all there—from the upheaval in Venezuela, to the erratic and manipulative moves of North Korea’s Kim Jong Un, to the showdowns at the G7 summits, the calculated warmongering by Iran, the crazy plan to bring the Taliban to Camp David, and the placating of an authoritarian China that ultimately exposed the world to its lethal lies. But this seasoned public servant also has a great eye for the Washington inside game, and his story is full of wit and wry humor about how he saw it played.
Exit, Voice, and Loyalty
Author: Albert O. Hirschman
Publisher: Harvard University Press
ISBN: 9780674276604
Category : Business & Economics
Languages : en
Pages : 180
Book Description
An innovator in contemporary thought on economic and political development looks here at decline rather than growth. Albert O. Hirschman makes a basic distinction between alternative ways of reacting to deterioration in business firms and, in general, to dissatisfaction with organizations: one, “exit,” is for the member to quit the organization or for the customer to switch to the competing product, and the other, “voice,” is for members or customers to agitate and exert influence for change “from within.” The efficiency of the competitive mechanism, with its total reliance on exit, is questioned for certain important situations. As exit often undercuts voice while being unable to counteract decline, loyalty is seen in the function of retarding exit and of permitting voice to play its proper role. The interplay of the three concepts turns out to illuminate a wide range of economic, social, and political phenomena. As the author states in the preface, “having found my own unifying way of looking at issues as diverse as competition and the two-party system, divorce and the American character, black power and the failure of ‘unhappy’ top officials to resign over Vietnam, I decided to let myself go a little.”
Publisher: Harvard University Press
ISBN: 9780674276604
Category : Business & Economics
Languages : en
Pages : 180
Book Description
An innovator in contemporary thought on economic and political development looks here at decline rather than growth. Albert O. Hirschman makes a basic distinction between alternative ways of reacting to deterioration in business firms and, in general, to dissatisfaction with organizations: one, “exit,” is for the member to quit the organization or for the customer to switch to the competing product, and the other, “voice,” is for members or customers to agitate and exert influence for change “from within.” The efficiency of the competitive mechanism, with its total reliance on exit, is questioned for certain important situations. As exit often undercuts voice while being unable to counteract decline, loyalty is seen in the function of retarding exit and of permitting voice to play its proper role. The interplay of the three concepts turns out to illuminate a wide range of economic, social, and political phenomena. As the author states in the preface, “having found my own unifying way of looking at issues as diverse as competition and the two-party system, divorce and the American character, black power and the failure of ‘unhappy’ top officials to resign over Vietnam, I decided to let myself go a little.”
Leaders Eat Last
Author: Simon Sinek
Publisher: Penguin
ISBN: 1101623039
Category : Business & Economics
Languages : en
Pages : 370
Book Description
The New York Times bestseller by the acclaimed, bestselling author of Start With Why and Together is Better. Now with an expanded chapter and appendix on leading millennials, based on Simon Sinek's viral video "Millenials in the workplace" (150+ million views). Imagine a world where almost everyone wakes up inspired to go to work, feels trusted and valued during the day, then returns home feeling fulfilled. This is not a crazy, idealized notion. Today, in many successful organizations, great leaders create environments in which people naturally work together to do remarkable things. In his work with organizations around the world, Simon Sinek noticed that some teams trust each other so deeply that they would literally put their lives on the line for each other. Other teams, no matter what incentives are offered, are doomed to infighting, fragmentation and failure. Why? The answer became clear during a conversation with a Marine Corps general. "Officers eat last," he said. Sinek watched as the most junior Marines ate first while the most senior Marines took their place at the back of the line. What's symbolic in the chow hall is deadly serious on the battlefield: Great leaders sacrifice their own comfort--even their own survival--for the good of those in their care. Too many workplaces are driven by cynicism, paranoia, and self-interest. But the best ones foster trust and cooperation because their leaders build what Sinek calls a "Circle of Safety" that separates the security inside the team from the challenges outside. Sinek illustrates his ideas with fascinating true stories that range from the military to big business, from government to investment banking.
Publisher: Penguin
ISBN: 1101623039
Category : Business & Economics
Languages : en
Pages : 370
Book Description
The New York Times bestseller by the acclaimed, bestselling author of Start With Why and Together is Better. Now with an expanded chapter and appendix on leading millennials, based on Simon Sinek's viral video "Millenials in the workplace" (150+ million views). Imagine a world where almost everyone wakes up inspired to go to work, feels trusted and valued during the day, then returns home feeling fulfilled. This is not a crazy, idealized notion. Today, in many successful organizations, great leaders create environments in which people naturally work together to do remarkable things. In his work with organizations around the world, Simon Sinek noticed that some teams trust each other so deeply that they would literally put their lives on the line for each other. Other teams, no matter what incentives are offered, are doomed to infighting, fragmentation and failure. Why? The answer became clear during a conversation with a Marine Corps general. "Officers eat last," he said. Sinek watched as the most junior Marines ate first while the most senior Marines took their place at the back of the line. What's symbolic in the chow hall is deadly serious on the battlefield: Great leaders sacrifice their own comfort--even their own survival--for the good of those in their care. Too many workplaces are driven by cynicism, paranoia, and self-interest. But the best ones foster trust and cooperation because their leaders build what Sinek calls a "Circle of Safety" that separates the security inside the team from the challenges outside. Sinek illustrates his ideas with fascinating true stories that range from the military to big business, from government to investment banking.
The Cost of Loyalty
Author: Tim Bakken
Publisher: Bloomsbury Publishing USA
ISBN: 1632868997
Category : History
Languages : en
Pages : 401
Book Description
A Kirkus Reviews Best Book of 2020 A courageous and damning look at the destruction wrought by the arrogance, incompetence, and duplicity prevalent in the U.S. military-from the inside perspective of a West Point professor of law. Veneration for the military is a deeply embedded but fatal flaw in America's collective identity. In twenty years at West Point, whistleblower Tim Bakken has come to understand how unquestioned faith isolates the U.S. armed forces from civil society and leads to catastrophe. Pervaded by chronic deceit, the military's insular culture elevates blind loyalty above all other values. The consequences are undeniably grim: failure in every war since World War II, millions of lives lost around the globe, and trillions of dollars wasted. Bakken makes the case that the culture he has observed at West Point influences whether America starts wars and how it prosecutes them. Despite fabricated admissions data, rampant cheating, epidemics of sexual assault, archaic curriculums, and shoddy teaching, the military academies produce officers who maintain their privileges at any cost to the nation. Any dissenter is crushed. Bakken revisits all the major wars the United States has fought, from Korea to the current debacles in the Middle East, to show how the military culture produces one failure after another. The Cost of Loyalty is a powerful, multifaceted revelation about the United States and its singular source of pride. One of the few federal employees ever to win a whistleblowing case against the U.S. military, Bakken, in this brave, timely, and urgently necessary book, and at great personal risk, helps us understand why America loses wars.
Publisher: Bloomsbury Publishing USA
ISBN: 1632868997
Category : History
Languages : en
Pages : 401
Book Description
A Kirkus Reviews Best Book of 2020 A courageous and damning look at the destruction wrought by the arrogance, incompetence, and duplicity prevalent in the U.S. military-from the inside perspective of a West Point professor of law. Veneration for the military is a deeply embedded but fatal flaw in America's collective identity. In twenty years at West Point, whistleblower Tim Bakken has come to understand how unquestioned faith isolates the U.S. armed forces from civil society and leads to catastrophe. Pervaded by chronic deceit, the military's insular culture elevates blind loyalty above all other values. The consequences are undeniably grim: failure in every war since World War II, millions of lives lost around the globe, and trillions of dollars wasted. Bakken makes the case that the culture he has observed at West Point influences whether America starts wars and how it prosecutes them. Despite fabricated admissions data, rampant cheating, epidemics of sexual assault, archaic curriculums, and shoddy teaching, the military academies produce officers who maintain their privileges at any cost to the nation. Any dissenter is crushed. Bakken revisits all the major wars the United States has fought, from Korea to the current debacles in the Middle East, to show how the military culture produces one failure after another. The Cost of Loyalty is a powerful, multifaceted revelation about the United States and its singular source of pride. One of the few federal employees ever to win a whistleblowing case against the U.S. military, Bakken, in this brave, timely, and urgently necessary book, and at great personal risk, helps us understand why America loses wars.
The Effortless Experience
Author: Matthew Dixon
Publisher: Penguin
ISBN: 0698137582
Category : Business & Economics
Languages : en
Pages : 258
Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Publisher: Penguin
ISBN: 0698137582
Category : Business & Economics
Languages : en
Pages : 258
Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.