Lead With Your Customer Transform Culture and Brand into World-Class Excellence
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 suc...
| Otros Autores: | , |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Alexandria, VA :
ATD Press
[2019]
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| Edición: | Second edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009630652806719 |
Tabla de Contenidos:
- Intro
- Title Page
- Copyright
- Contents
- Foreword
- Introduction
- Acknowledgments
- Part I: Establishing the Foundation for Excellence
- 1. Your Customer Really Is the Key
- 2. Achieving Proven Leadership Excellence
- 3. Understanding Your Customer's Compass
- 4. Defining Your Vision and Values
- Part II: Leading the Culture
- 5. Why Should Employees Work for You?
- 6. The Keystone of Organizational Excellence: Employee Engagement
- 7. Optimizing Your Workplace Physically and Virtually
- 8. Making It Easier for Employees to Do Business With You
- 9. Providing Compensation and Benefits That Matter to Employees
- 10. The Tangible and Intangible Costs Employees Pay
- Part III: Leading the Brand
- 11. The Customer Experience
- 12. The Front Line as the Bottom Line
- 13. Creating a Great Place to Do Business
- 14. Making It Easier for Customers to Do Business With You
- 15. Delivering Products and Services Customers Really Want
- 16. The Tangible and Intangible Costs to Customers
- Part IV: Ensuring Alignment and Integrity
- 17. How Anticipatory Service "Netting" Gets Results
- 18. Service Recovery That Really Works
- 19. Leading World Class Excellence
- 20. Leading Forward to World Class Excellence
- References
- About the Authors
- About World Class Benchmarking
- Index.
