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: T. Scott Gross
Publisher:
ISBN:
Category :
Languages : en
Pages : 278
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Book Description
Author: T. Scott Gross
Publisher: Kaplan Trade
ISBN: 9780793188239
Category : Business & Economics
Languages : en
Pages : 224
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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. For the first time in more than ten years, he brings these concepts into the 21st century with the second edition of Positively Outrageous Service. He examines 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: •Follow the four key Principles of Promotions to build a customer base, 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 21st 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.
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: 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.
Author: T. Scott Gross
Publisher: Simon and Schuster
ISBN: 1621534200
Category : Business & Economics
Languages : en
Pages : 169
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Book Description
In today’s digital world, the Baby Boomers and Generation X are giving way to a new generation of consumers: the Millennials. These tech-savvy consumers—bearing the mantra “my way, right way, why pay?”—want quick, customizable service that is negotiated on their terms and delivers great value. And when Millennials want help, they want it now; when they don’t want help, they expect the sales staff to be invisible. In Millennial Rules: How to Sell, Serve, Surprise, and Stand Out in a Digital World, veteran business owner T. Scott Gross demystifies the newest generation and shares how businesses can meet and exceed Millennials’ expectations to make the sale—without resorting to tricks and gimmicks. Invisible selling is built on ethical, common-sense business practices that yield success across the board, regardless of niche or industry. Armed with research into generational consumer preferences, humor, and a wealth of experience, Gross tackles the looming question, “How can you disappear and still deliver quality service?” The answer, he suggests, is by emphasizing serving above selling, a strategy that will make organizations successful not just with Millennials, but with all generations. For better or for worse, the Millennials aren’t going anywhere. By learning what has changed—and what hasn’t—you can cater to the wants and needs of each generation and still come out on top. Millennial Rules reveals the ins and outs of Millennials not only as customers but as employees, demonstrating what lifestyle demands to watch out for and why Millennials might be a valuable addition to your team. Rather than proposing a total revolution in business, Gross reinforces a pattern of success by making readers aware of what they’re already doing right—and how to do more of it. 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: Joel Dovev
Publisher: ABRAMS
ISBN: 1613121849
Category : Humor
Languages : en
Pages : 226
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Book Description
An illustrated celebration of the trinkets and tchotchkes that accumulate over a lifetime—and turn ordinary family homes into weird museums . . . Deer-hoof bottle openers. Grizzly bear toilet paper holders. A copy of Sports Illustrated from 1983 with Hulk Hogan on the cover. You never know what you might find lurking at your parents’ house. Standup comic and blogger Joel Dovev has made it his personal quest to compile a catalog of the useless, tacky, and utterly bizarre items that moms and dads not only acquire in the first place, but refuse to throw out, all for reasons unbeknownst to their kids. If you’ve ever helped with cleaning and organizing efforts—or just opened up a junk drawer or a box in the basement during a visit home—you’re sure to recognize the feeling of stumbling across treasures such as these and asking yourself, “Why?” Packed with photos and humorous observations, Crap at My Parents’ House is a very special journey sure to provoke a mixture of tender nostalgia . . . and head-shaking bafflement.
Author: Thomas C. Lawton
Publisher: Routledge
ISBN: 1351897705
Category : Transportation
Languages : en
Pages : 592
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Book Description
This valuable volume reprints the most important and influential journal articles and papers on aviation management with an extensive introduction by the editor. The volume is designed to improve access to the journal literature for libraries expanding their collections and provide scholars with a convenient and authoritative reference source. Tom Lawton selects the best of the management literature in this area from the top journals as well as including harder-to-find articles in the wider strategic management literature. The volume will be essential reading for all scholars and students interested in aviation management issues as well as those working in the industry who want a snapshot of current thinking in the field.
Author: Lorraine Grubbs-West
Publisher: CornerStone Leadership Inst
ISBN: 9780976252856
Category : Business & Economics
Languages : en
Pages : 132
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Book Description
Southwest Airlines has a secret sauce, namely its incredible workforce of leaders at all levels. Lessons in Loyalty is an insider's clear, concise and energizing teachable point of view on how to build such a winning team.
