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Author: David Miller
Publisher: BCS, The Chartered Institute
Published: 2008
Total Pages: 197
ISBN-13: 1902505883
DOWNLOAD EBOOKDesigned to give IT professionals a thorough understanding of their business colleagues and customers, this text sets ambitious new goals for service delivery and demonstrates how to achieve them.
Author: Dan Roberts
Publisher: John Wiley & Sons
Published: 2011-04-06
Total Pages: 290
ISBN-13: 1118044509
DOWNLOAD EBOOKTimely guidance for transforming IT into a strategic business partner Today's leaders are expected to reduce costs, increase productivity, drive innovation and help the business identify and pursue new business opportunities. Successful IT leaders will be the ones that become strategic business partners and decision influencers in their organizations. Unleashing the Power of IT describes in actionable detail, the new mindset, core skill set, and interpersonal tool set that are necessary for IT leaders to thrive in today's increasingly complex challenging business environment. Provides tangible, hard-hitting, real-world strategies, techniques and approaches that will immediately transform your IT workforce and culture Includes Top Ten lists of tips and techniques, proven frameworks and practical guidance to help you launch and sustain your IT culture change and professional development initiatives Addresses how to build a client-focused IT culture; move your organization from order takers to trusted business partners, market IT's value, lead change with confidence, manage projects and vendor relationships A special feature of this book includes a chapter profiling several world-class organizations that have implemented the principles in this book. Learn about the culture change challenges they overcame and benefit from their best practices and successes.
Author: Ruth N. Bolton
Publisher: Business Expert Press
Published: 2016-04-18
Total Pages: 181
ISBN-13: 1631573721
DOWNLOAD EBOOKThe Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.
Author: Brian Hunt
Publisher: CRC Press
Published: 2014-11-13
Total Pages: 190
ISBN-13: 1439840474
DOWNLOAD EBOOKThe moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina
Author: Dennis Snow
Publisher: John Wiley & Sons
Published: 2009-11-16
Total Pages: 261
ISBN-13: 0470503807
DOWNLOAD EBOOKA step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Author: Fred Wiersema
Publisher: Claremont
Published: 1998
Total Pages: 221
ISBN-13: 9780006388395
DOWNLOAD EBOOKOriginally published in 1987, this paperback, from the author of THE DISCIPLINE OF MARKET LEADERS demonstrates how companies can profit from establishing more co-operative customer-supplier relationships and describes how customer intimacy works, how to implement it and what pitfalls to look out for. Illustrated with examples from top companies.
Author: Justin Hughes
Publisher: Bloomsbury Publishing
Published: 2016-09-22
Total Pages: 369
ISBN-13: 1472930231
DOWNLOAD EBOOK"A vivid, compelling and highly readable insight into building world-leading teams and organizations." - Dr Catherine Raines, Chief Executive, UK Trade & Investment The Business of Excellence offers a unique and compelling perspective on the drivers of excellence in teams and organizations. The author, Justin Hughes, brings an unusual mix of experience and insight, having worked as a management consultant to some of the world's most successful organizations, in addition to having served for 12 years as a military fighter pilot, where he became Executive Officer on the RAF Red Arrows. The challenges of high performance and leadership are explored in depth, and are illustrated with insights, interviews and case studies from the military, sporting and corporate worlds. The material includes a proprietary performance model that can be applied to a wide spectrum of organizations, focusing on: · People: the primacy of attitude over skills · Capability: building alignment before setting people free · Delivery: a process to close the gap between desired and actual outcomes · Learning: how to accelerate performance in real time · Leadership: exhibiting a set of behaviours such that others choose to follow · Risk: avoiding the victory of compliance over outcomes. In The Business of Excellence, Justin deconstructs the drivers of high performance with a rare clarity, insight and accessibility, to illustrate and explain tangible tools and methods, all of which can be applied by readers in their own teams and organizations.
Author: Ron Kaufman
Publisher:
Published: 2012
Total Pages: 0
ISBN-13: 9780984762507
DOWNLOAD EBOOKKaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.
Author: Dennis Groves
Publisher: John Wiley & Sons
Published: 2008-12-03
Total Pages: 405
ISBN-13: 0470445076
DOWNLOAD EBOOKA tough, challenging, and eventful journey is outlined in this cutting-edge business story. Greg, the company President, uses the latest edition of the trusted industry standard, The Oliver Wight Class A Checklist for Business Excellence, to transform his business from mediocrity to industry leading performance. What he learns about senior management responsibilities and behaviors drives him to achieve outstanding rewards and benefits, not the least of which is his company's survival.
Author: Horst Schulze
Publisher: Zondervan
Published: 2019-03-05
Total Pages: 225
ISBN-13: 031035210X
DOWNLOAD EBOOKHorst Schulze knows what it takes to win. In Excellence Wins, the cofounder and former president of the Ritz-Carlton Hotel Company lays out a blueprint for becoming the very best in a world of compromise. In his characteristic no-nonsense approach, Schulze shares the visionary and disruptive principles that have led to immense global success over the course of his still-prolific fifty-year career in the hospitality industry. For over twenty years, Schulze fearlessly led the company to unprecedented multibillion dollar growth, setting the business vision and people-focused standards that made the Ritz-Carlton brand world renowned. In Excellence Wins, Schulze shares his approach to everything from providing the best customer service to creating a culture of excellence within your organization. With his tried-and-true methods and inspiring, hard-earned wisdom, Schulze teaches you everything you need to know about: Why leading well is an acquired skill Serving your customers Engaging your employees Creating a culture of customer service Why vision statements make a difference What it really means to practice servant leadership Schulze's principles are designed to be versatile and practical no matter where you are in your career. He'll remind you that you don't need a powerful title or dozens of direct reports to benefit from the advice he shares in Excellence Wins--you have everything you need to apply it to your life and career right now. Let Schulze's incredible story help you unleash the disruptive power of your true potential, beat the competition, own your career trajectory, and experience the game-changing power of what happens when Excellence Wins.
