Showing posts with label profitable customer service design. Show all posts
Showing posts with label profitable customer service design. Show all posts

Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale Review

Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale
Average Reviews:

(More customer reviews)
Are you looking to buy Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale? Here is the right place to find the great deals. we can offer discounts of up to 90% on Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale. Check out the link below:

>> Click Here to See Compare Prices and Get the Best Offers

Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale ReviewThis book is a must have for anyone selling luxury today! Robin and Genvieve really "get it"; they set the bar for a new standard in how to provide service and produce results, offering realistic examples and suggestions.Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale Overview

Want to learn more information about Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale?

>> Click Here to See All Customer Reviews & Ratings Now
Read More...

The Improvement Guide: A Practical Approach to Enhancing Organizational Performance (JOSSEY-BASS BUSINESS & MANAGEMENT SERIES) Review

The Improvement Guide: A Practical Approach to Enhancing Organizational Performance (JOSSEY-BASS BUSINESS and MANAGEMENT SERIES)
Average Reviews:

(More customer reviews)
Are you looking to buy The Improvement Guide: A Practical Approach to Enhancing Organizational Performance (JOSSEY-BASS BUSINESS & MANAGEMENT SERIES)? Here is the right place to find the great deals. we can offer discounts of up to 90% on The Improvement Guide: A Practical Approach to Enhancing Organizational Performance (JOSSEY-BASS BUSINESS & MANAGEMENT SERIES). Check out the link below:

>> Click Here to See Compare Prices and Get the Best Offers

The Improvement Guide: A Practical Approach to Enhancing Organizational Performance (JOSSEY-BASS BUSINESS & MANAGEMENT SERIES) ReviewWhether involved with improving products/processes within a business or coaching little league baseball, The Improvement Guide provides a practical and fundamental approach for improving performance. The book serves as an excellent reference for those involved with change, specifically, change that will result in improvement.
A few of the items from the book which ring in my mind continuously include:
Improvement can be viewed as a science (in fact, some of us do!).
Three questions provide the framework for improvement: 1.What are we trying to accomplish? 2.How will we know if we if a change will result in an improvement? 3. What changes can we make that will result in improvement?
While there are many opportunities to change, there are only 70 change concepts (included in the Appendix) available to us today.
Any system for improvement will include five activities: 1.Establishing and communicating the purpose of the organization/team. 2.Viewing the organization/team as a system. 3. Designing and managing the a system for gathering information for improvement 4.Planning for improvement and integrating it with business planning. 5. Managing individual and team improvement activities.
Leaders are required to implement change that will result in improvement and they draw their power from three sources (the informal leader gets his/her power from sources 2 and 3 below). 1.Authority or position 2.Knowledge 3.Personality and persuasiveness (caring about people)
These items and many more, are introduced in the book via an easy-to-understand model that uses proven methodology for developing, testing, and implementing change that produces specific, identifiable improvements.The Improvement Guide: A Practical Approach to Enhancing Organizational Performance (JOSSEY-BASS BUSINESS & MANAGEMENT SERIES) Overview

Want to learn more information about The Improvement Guide: A Practical Approach to Enhancing Organizational Performance (JOSSEY-BASS BUSINESS & MANAGEMENT SERIES)?

>> Click Here to See All Customer Reviews & Ratings Now
Read More...

What's the Secret: To Providing a World-Class Customer Experience Review

What's the Secret: To Providing a World-Class Customer Experience
Average Reviews:

(More customer reviews)
Are you looking to buy What's the Secret: To Providing a World-Class Customer Experience? Here is the right place to find the great deals. we can offer discounts of up to 90% on What's the Secret: To Providing a World-Class Customer Experience. Check out the link below:

>> Click Here to See Compare Prices and Get the Best Offers

What's the Secret: To Providing a World-Class Customer Experience ReviewLooking for a way to make your prices irrelevant? This book opened my eyes to why companies like Disney don't have to cut their prices because of the economy.
Don't bother doing the research on how to improve your customer service, DiJulius has already done it all and included all the key points in his latest book. Even how to hire the right service minded people-priceless insight! What's the Secret? gives you everything you need to know to create, improve, and maintain great customer service. This book should be a mandatory read for anyone dealing with internal and external customers.
His writing style makes it an easy read that you can't put down! DiJuius is real and genuine, he uses experience as a speaker and consultant from his work with top service companies (Ritz Carlton, Nordstrom, Starbucks, Lexus and more) to provide the reader with actual conditions and systems. Whether business to business or business to consumer, any company -of any size- can indulge their customer with world-class service by following his easy to understand 10 commandment structure. And as an added plus--DiJulius gives you the web address to take his service aptitude test online "FREE" to see how you rank. Brilliant follow up to his first book, Secret Service-which I highly recommend you purchase with this one if you haven't read it already.What's the Secret: To Providing a World-Class Customer Experience Overview

Want to learn more information about What's the Secret: To Providing a World-Class Customer Experience?

>> Click Here to See All Customer Reviews & Ratings Now
Read More...

The Experience Economy: Work Is Theater & Every Business a Stage Review

The Experience Economy: Work Is Theater and Every Business a Stage
Average Reviews:

(More customer reviews)
Are you looking to buy The Experience Economy: Work Is Theater & Every Business a Stage? Here is the right place to find the great deals. we can offer discounts of up to 90% on The Experience Economy: Work Is Theater & Every Business a Stage. Check out the link below:

>> Click Here to See Compare Prices and Get the Best Offers

The Experience Economy: Work Is Theater & Every Business a Stage ReviewThe book takes a very logical, reasoned approach towards the theoretical next steps of economic expansion. It reasons that margins drive profits and that by constantly searching for higher margin offerings, a company will naturally improve and increase its profitability.
The logic is understandable... Commodity goods have small margins, as they are undifferentiated from each other and relativly easy to reproduce. Manufactured goods take things one step further, providing higher margins due to some level of product differentiation and brand specificity. Above that are Services, where the products don't last long enough to be copied and are customized enough to prevent easy manipulation. The higher margins should lead to higher profitability and better staying power. Fair enough.
Where the book's logic becomes strained, however, is where it strethes out towards the next generation of higher margin offerings, "Experiences."While it is true that experience companies my be able to provide higher margins than can older economy companies, experience companies tend to suffer from a fatal flaw that has infected many of the companies praised in the book. That flaw is the utter lack of repeat business generated by most experience economy companies.
Take two of the companies mentioned in the book as companies to emulate -- Planet Hollywood, the restaurant chain, and Peapod, the online grocery store. Planet Hollywood is under bankruptcy protection, because people are simply unwilling to pay through the nose repeatedly for the same experience over and over again. Peapod ran out of cash and is limping along only after being bought out by a Dutch firm. Hardly two stellar companies to emulate when searching for ever expanding profits.
Throughout the book, by expounding the virtues of ever expanding margins, rather than focusing on goods, services, and 'experiences' that people would be willing to repeatedly pay to have, the authors make the mistake of ignoring the overall forest for the sake of a single tree.
In the real world, experience companies know their limitations and create their pricing scheme to represent that fact. Amusement parks sell season passes for less than the cost of two visits -- acknowledging the fact that people may pay more for experiences, but only once, and repeat business depends heavily on making the repeat worth the cost.
Had the book focused more on successful ways for experience economy companies to thrive, rather than spending its time drolling on about the virtues of failing companies with the right plan, it would have been far more believable and enjoyable.The Experience Economy: Work Is Theater & Every Business a Stage Overview

Want to learn more information about The Experience Economy: Work Is Theater & Every Business a Stage?

>> Click Here to See All Customer Reviews & Ratings Now
Read More...

Raving Fans: A Revolutionary Approach To Customer Service Review

Raving Fans: A Revolutionary Approach To Customer Service
Average Reviews:

(More customer reviews)
Are you looking to buy Raving Fans: A Revolutionary Approach To Customer Service? Here is the right place to find the great deals. we can offer discounts of up to 90% on Raving Fans: A Revolutionary Approach To Customer Service. Check out the link below:

>> Click Here to See Compare Prices and Get the Best Offers

Raving Fans: A Revolutionary Approach To Customer Service ReviewI've been a struggling small business owner (some 32 to 38 employees, depending upon the season) thinking my problem was either that I was undercapitalized or that I had hired the wrong people. Raving Fans was a wake up call. The problem was I wasn't creating raving fans. I was satisfied if my customers were satisfied, but I learned in this book that service is so bad that customers expectations are low. It's easy to satisfy low expectations and it doesn't mean very much. You have to create raving fans. Customers who tell others how wonderful you are. Today everyone in my company is focused on customers. Focused on creating stories our customers can tell others. Creating those magic moments the book calls giving symbolic hugs. Best of all Raving Fans gave me the road map to do it, all wrapped up in three easy lessons. This book may be simple, but it is also profound and by far the best customer service book I've ever read, and I guess the best business book too. I'd be out of business today if I hadn't adopted the strategy of creating raving fans and then getting everyone in the company to do the same. The result is we've stopped buring our customer list every six months. We're retaining old customers, adding new ones and sales are way up. Today Raving Fans is required reading for every new hire. Thanks Amazon for this opportunity to write this review. You're the best. I'm your RAVING FAN!
Richard AndersRaving Fans: A Revolutionary Approach To Customer Service Overview

Want to learn more information about Raving Fans: A Revolutionary Approach To Customer Service?

>> Click Here to See All Customer Reviews & Ratings Now
Read More...

Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant Review

Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant
Average Reviews:

(More customer reviews)
Are you looking to buy Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant? Here is the right place to find the great deals. we can offer discounts of up to 90% on Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant. Check out the link below:

>> Click Here to See Compare Prices and Get the Best Offers

Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant ReviewThe authors have published many articles over the last decade on Value Innovation. This is their first book. It summarizes their extensive knowledge on out-of-the-box strategic thinking.
What is a BLUE OCEAN STRATEGY? The authors explain it by comparing it to a red ocean strategy (traditional strategic thinking):
1. DO NOT compete in existing market space. INSTEAD you should create uncontested market space.
2. DO NOT beat the competition. INSTEAD you should make the competition irrelevant.
3. DO NOT exploit existing demand. INSTEAD you should create and capture new demand.
4. DO NOT make the value/cost trade-off. INSTEAD you should break the value/cost trade-off.
5. DO NOT align the whole system of a company's activities with its strategic choice of differentiation or low cost. INSTEAD you should align the whole system of a company's activities in pursuit of both differentiation and low cost.
A red ocean strategy is based on traditional strategic thinking - e.g. Harvard's strategy guru Michael Porter.
Some cases:
* Airline industry price wars result in bankruptcies and low profit margins. Southwest Airlines creates a new market by offering the speed of air travel with the low cost and flexibility of driving.
* Golf equipment industry competes to win a greater share of existing golf customers. Callaway Golf creates "Big Bertha", a golf club with a large head that attracted new customers to golf that had been frustrated by the difficulty of hitting the ball.
* The cosmetic industry creates a red ocean with models, expensive advertising, and promises of youth and beauty. The Body Shop creates a blue ocean that lasts more than a decade by creating functional cosmetics that defied the industry which sold emotionally appealing cosmetics.
* The wine industry gluts the market with a red ocean of thousands of brands competing on the finest oaks and tannins and legacy winey names. Casella wines creates [yellow tail], a blue ocean wine that succeeded by eliminating complexity, elitism and consumer confusion and creating a fun simple image that non-wine drinkers could enjoy.
A blue ocean is created in the region where a company's actions favourably affect both its cost structure and it value proposition to buyers. Cost savings are made from eliminating and reducing the factors an industry competes on. Buyer value is lifted by raising and creating elements the industry has never offered. Over time, costs are reduced further as scale economies kick in, due to the high sales volumes that superior value generates.
Examples of strategic moves that created blue oceans of new, untapped demand:
- NetJets (fractional Jet ownership)
- Cirque du Soleil (the circus reinvented for the entertainment market)
- Starbucks (coffee as low-cost luxury for high-end consumers)
- Ebay (online auctioning)
- Sony (the Walkman - personal portable stereos)
- Cars: Japanese fuel-efficient autos (mid-70s) and Chrysler minivan (1984)
- Computers: Apple personal computer (1978) and Dell's built-to-order computers (mid-1990s).
The INSEAD professors Kim and Mauborgne have written regularly on the subject of Value Innovation since 1997 in Harvard Business Review. Being a business development manager, their thought leadership on strategic innovation has inspired me tremendously over the years. Their articles have been standard texts for many MBA students for some time (e.g. "Value Innovation", "Creating New Market Space", "Charting your Company's Future"). I expect their first book to be just as dominant in any strategy library as Michael Porter's books (the guru behind the classic red ocean strategies).
Peter Leerskov,
M.Sc. in International Business (Marketing & Management) and Graduate Diploma in E-businessBlue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant Overview

Want to learn more information about Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant?

>> Click Here to See All Customer Reviews & Ratings Now
Read More...