UID:
(DE-602)almafu_9959402913902883
Format:
1 online resource (1 volume) :
,
illustrations
Edition:
Second edition.
ISBN:
1-947308-85-8
Content:
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 succeed? We witness their extraordinary results, but the secrets often remain hidden. In Lead With Your Customer , authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model—the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how “world class” status can be attained by many organizations, and isn’t the domain of only the most expensive, luxurious, or popular brands. Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your “customer”—internally, as you engage your employees and build your organization’s culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
Note:
Previous edition published: 2010.
,
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.
Additional Edition:
ISBN 1-947308-84-X
Language:
English
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