Chip Bell – författare
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3 produkter
3 produkter
Häftad, Engelska, 2001
183 kr
Skickas inom 5-8 vardagar
Everyone is familiar with the age-old cartoon battles between Wile E. Coyote and the Road Runner - how the determined but hapless coyote plots and plans to capture the elusive bird but never achieves his long-term goal. According to the authors these classic cartoons offer a powerful metaphor for business managers today who are seeking marketplace victories in the decades ahead - the lesson is that those organizations that emulate the Road Runner will prevail; those like Coyote will fail. The truth is that most of today's business executives and managers today are more like Coyote - they have many admirable traits; they are persistent, focused, hungry for results and they keep their eye on the target. But in today's - and tomorrow's - highly competitive world, Coyotes have to learn how to stop relying upon conventional and outdated resources and learn how to rule the road like the Road Runner does with instant speed and extraordinarily ability to adapt to harsh conditions. The book offers numerous examples of today's business types who have become Road Runners in their chosen fields and offers advice on become the "chased" in business as opposed to doing the chasing.
E-bok
Engelska, 2013207 kr
Läs direkt efter köp
You may have your industry’s most prolific product or service in the marketplace, but your customers’ loyalty and checkbooks will only go as far as your customer service will allow. In the end, customers will not recognize the minor advantages of your superior product, but poor customer service will stand out like the Vegas strip on a moonless night. So the most vital question any manager or business owner can ask themselves today is, how well are you training, coaching, and supporting your company’s frontline employees?The invaluable, must-have Managing Knock Your Socks Off Service shows managers and supervisors how to: • Find and retain service-oriented people • Understand customer needs, expectations, and desires • Build a service vision • Design a user-friendly service delivery process • Involve and inspire employees • Recognize and reward good performance Fully updated with new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online, this indispensable resource provides absolutely everything managers need to ensure their frontline employees become their company''s biggest asset.
Häftad, Engelska, 2000
144 kr
Skickas inom 5-8 vardagar
"Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned ""service recovery."" And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers--and are a source of continuing business for years to come. Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system. Enlivened by John Bush's witty illustrations, the book explains: * The economics of recovery--what it costs when you lose customers, and how little it can cost to win them back * The processes, policies, and technology a company must have to ensure an effective, real-time recovery system * The manager's role in sustaining an outstanding recovery system--through training, coaching, empowering, supporting, inspiring, and rewarding great service providers."