Chip Bell - Böcker
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2 produkter
2 produkter
186 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in today's - and tomorrow's - highly competitive world, Coyotes have to learn how to stop relying upon conventional and outdated resources and learn how to rule the road like the Road Runner does with instant speed and extraordinarily ability to adapt to harsh conditions.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.
146 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."