Chip Bell – författare

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in today's - and tomorrow's - highly competitive world, Coyotes have to learn how to stop relying upon conventional and outdated resources and learn how to rule the road like the Road Runner does with instant speed and extraordinarily ability to adapt to harsh conditions.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.

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.