Lead with your customer : transform culture and brand into world-class excellence /
Jones, Mark David.
Lead with your customer : transform culture and brand into world-class excellence / Mark David Jones, J. Jeff Kober ; foreword by Lee Cockerell. - Alexandria, Va. : ASTD Press, ©2010. - 1 online resource
Includes bibliographical references and index.
Your customer really is the key -- Leading with your external and internal customers -- Achieving proven leadership excellence -- Using the world class excellence model to transform your business -- Proclaiming the promise of your culture -- Engaging employees for service excellence -- Optimizing your workplace for team results -- Harnessing the power of processes -- Providing products that motivate your employees -- Understanding the real price of passion -- Communicating the promise of your brand -- Turning your front line into your bottom line -- Creating a workplace that strengthens customer service -- Making an impact through processes -- Delivering products and services they really want -- Creating loyalty and profits with the right price -- How service "netting" gets results -- Service recovery that really works -- Tips for leading implementation -- Leading forward to world-class excellence.
9781607283546 (electronic bk.) 1607283549 (electronic bk.) 1562867156 (hbk.) 9781562867157
CL0500000192 Safari Books Online
2009940016
Leadership.
Customer services.
Corporate culture.
Success in business.
Leadership
Organizational Culture
Leadership.
Service à la clientèle.
Culture d'entreprise.
Succès dans les affaires.
BUSINESS & ECONOMICS--Leadership.
Corporate culture.
Customer services.
Leadership.
Success in business.
Electronic books.
Electronic books.
HD57.7 / .J66 2010eb
658.4/092
Lead with your customer : transform culture and brand into world-class excellence / Mark David Jones, J. Jeff Kober ; foreword by Lee Cockerell. - Alexandria, Va. : ASTD Press, ©2010. - 1 online resource
Includes bibliographical references and index.
Your customer really is the key -- Leading with your external and internal customers -- Achieving proven leadership excellence -- Using the world class excellence model to transform your business -- Proclaiming the promise of your culture -- Engaging employees for service excellence -- Optimizing your workplace for team results -- Harnessing the power of processes -- Providing products that motivate your employees -- Understanding the real price of passion -- Communicating the promise of your brand -- Turning your front line into your bottom line -- Creating a workplace that strengthens customer service -- Making an impact through processes -- Delivering products and services they really want -- Creating loyalty and profits with the right price -- How service "netting" gets results -- Service recovery that really works -- Tips for leading implementation -- Leading forward to world-class excellence.
9781607283546 (electronic bk.) 1607283549 (electronic bk.) 1562867156 (hbk.) 9781562867157
CL0500000192 Safari Books Online
2009940016
Leadership.
Customer services.
Corporate culture.
Success in business.
Leadership
Organizational Culture
Leadership.
Service à la clientèle.
Culture d'entreprise.
Succès dans les affaires.
BUSINESS & ECONOMICS--Leadership.
Corporate culture.
Customer services.
Leadership.
Success in business.
Electronic books.
Electronic books.
HD57.7 / .J66 2010eb
658.4/092