From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans

From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans PDF Author: Jon Picoult
Publisher: McGraw-Hill Education
ISBN: 9781264258789
Category : Business & Economics
Languages : en
Pages : 256

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Book Description
Stop satisfying your customers – and start impressing them – using the strategies of Apple, Costco, Disney, and other industry dominators. If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the fascinating premise of From Impressed to Obsessed, a book that will fundamentally change how you think about creating a successful, beloved business. Renowned customer experience expert Jon Picoult takes you on a mesmerizing journey, showing how customer loyalty is as much about shaping people’s memories as it is about shaping their experiences. Through captivating stories and eye-opening studies, Picoult explains the 12 breakthrough, psychology-based strategies that successful companies use to impress customers – leading them to become obsessed with the business’s products and services, and to encourage others to do the same. Filled with actionable examples, you’ll see how you can immediately apply these principles to turn more sales prospects into customers, and more customers into raving fans. Picoult even demonstrates how business leaders can use the very same principles to strengthen employee engagement and loyalty. Turn your organization’s customer experience into its greatest competitive advantage, by applying the simple but profound lessons in From Obsessed to Impressed.

From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans

From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans PDF Author: Jon Picoult
Publisher: McGraw-Hill Education
ISBN: 9781264258789
Category : Business & Economics
Languages : en
Pages : 256

Get Book

Book Description
Stop satisfying your customers – and start impressing them – using the strategies of Apple, Costco, Disney, and other industry dominators. If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the fascinating premise of From Impressed to Obsessed, a book that will fundamentally change how you think about creating a successful, beloved business. Renowned customer experience expert Jon Picoult takes you on a mesmerizing journey, showing how customer loyalty is as much about shaping people’s memories as it is about shaping their experiences. Through captivating stories and eye-opening studies, Picoult explains the 12 breakthrough, psychology-based strategies that successful companies use to impress customers – leading them to become obsessed with the business’s products and services, and to encourage others to do the same. Filled with actionable examples, you’ll see how you can immediately apply these principles to turn more sales prospects into customers, and more customers into raving fans. Picoult even demonstrates how business leaders can use the very same principles to strengthen employee engagement and loyalty. Turn your organization’s customer experience into its greatest competitive advantage, by applying the simple but profound lessons in From Obsessed to Impressed.

Corporate Community Relations

Corporate Community Relations PDF Author: Edmund M. Burke
Publisher: Bloomsbury Publishing USA
ISBN: 0313389993
Category : Business & Economics
Languages : en
Pages : 206

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Book Description
Burke challenges the current thesis that companies should act responsibly toward communities and societies. Instead, he shows that changes in society mandate that companies must develop strategies and programs that foster a reputation of trust in local communities in order that they preserve their license to operate. Burke describes strategies and programs of action that enable companies to develop trust and thus maintain their license to operate. He also describes ways to use philanthropy and volunteer programs to achieve a competitive advantage. The public environment in which companies operate has changed significantly since the 1970s. Communities, in response to elected officials and community groups, are demanding that companies observe new norms of behavior. They expect companies to respect the environment, respond to the concerns of the community residents, and contribute to the support of community institutions. As Burke illustrates, a company's community reputation also affects the behavior of consumers and employees. Consumers prefer to buy products from companies that are involved in the community. Employees are attracted to companies that have a good community reputation. Just as successful companies need to be a supplier of choice, an employer of choice, and an investor of choice, they now have to become a neighbor of choice. They have to behave in ways that build a legacy of trust in order to be positioned positively in the community. As Burke shows, to be a neighbor of choice, a company has to pursue three strategies: build sustainable and ongoing relationships with key community individuals, groups, and organizations; institute procedures that anticipate and respond to community expectations, concerns, needs, and issues; and focus the company's community programs on ways that promote and strengthen the community's quality of life and which also support the business goals of the company. The strategies developed by Burke will be of great use to community and public affairs managers and general managers of corporations as well as CEOs and other executive officers. Students in courses on corporate strategy and general management will find the book of value, as will students in courses on non-profit management.

Sports, Jobs, and Taxes

Sports, Jobs, and Taxes PDF Author: Roger G. Noll
Publisher: Brookings Institution Press
ISBN: 9780815720409
Category : Business & Economics
Languages : en
Pages : 548

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Book Description
America is in the midst of a sports building boom. Professional sports teams are demanding and receiving fancy new playing facilities that are heavily subsidized by government. In many cases, the rationale given for these subsidies is that attracting or retaining a professional sports franchise—even a minor league baseball team or a major league pre-season training facility--more than pays for itself in increased tax revenues, local economic development, and job creation. But are these claims true? To assess the case for subsidies, this book examines the economic impact of new stadiums and the presence of a sports franchise on the local economy. It first explores such general issues as the appropriate method for measuring economic benefits and costs, the source of the bargaining power of teams in obtaining subsidies from local government, the local politics of attracting and retaining teams, the relationship between sports and local employment, and the importance of stadium design in influencing the economic impact of a facility. The second part of the book contains case studies of major league sports facilities in Baltimore, Chicago, Cincinnati, Cleveland, Indianapolis, San Francisco, and the Twin Cities, and of minor league stadiums and spring training facilities in baseball. The primary conclusions are: first, sports teams and facilities are not a source of local economic growth and employment; second, the magnitude of the net subsidy exceeds the financial benefit of a new stadium to a team; and, third, the most plausible reasons that cities are willing to subsidize sports teams are the intense popularity of sports among a substantial proportion of voters and businesses and the leverage that teams enjoy from the monopoly position of professional sports leagues.

Bridges 101

Bridges 101 PDF Author: Ruthie Jacobsen
Publisher: Highwalk Productions
ISBN: 9780615211060
Category : Witness bearing (Christianity)
Languages : en
Pages : 80

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Book Description
Bridges 101 is for the non-Billy Grahams among us…for those who would like to share their faith in Christ but are not comfortable doing so. A reader from New Jersey bought the book, then wrote, “Thank you for your book, Bridges 101. I bought it because it seemed to be the answer to my desire to know how to reach out to others without fainting!” Maybe you have felt that way, too. An estimated 85% of those who attend church claim that they are there because of the influence of a friend or relative and not because someone cornered them and “convinced” them. A key truth developed in the book is, “The kingdom advances among friends.” Yet so many find it difficult to know what to say or what to do. Here is help. Here is courage. Courage to be contagious rather than aggressive. Maybe you’ve never attended a Bathroom Party? Most people haven’t but you’ll learn how Ruthie Jacobsen and her husband used a bathroom remodel in their home to create a low-stress witnessing event. Did you know that feeding coins in someone’s expired parking meter can be a “witnessing event?” Eleven-time author Ruthie Jacobsen has written a book that will bring a smile to your face. Bridges 101 is filled with stories of simple, non-threatening, joyous ways to build bridges, caring bridges, to those with whom they wish to share their faith in Christ. Each of the eleven chapters opens up possibilities you may never have thought of.

The Road to Self-Leadership Development

The Road to Self-Leadership Development PDF Author: Stanley C. Ross
Publisher: Emerald Group Publishing
ISBN: 1785607022
Category : Business & Economics
Languages : en
Pages : 160

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Book Description
The primary purpose of The Road to Self Leadership Development is to provide individuals who want to become a leader with a systematic approach for learning how to first learn to become a self-leader. Readers learn that to lead others involves learning how to lead the self and self-leadership is all about improving feelings of self-worth.

Threshold Resistance

Threshold Resistance PDF Author: A. Alfred Taubman
Publisher: Harper Collins
ISBN: 0061754048
Category : Biography & Autobiography
Languages : en
Pages : 358

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Book Description
In this candid memoir, A. Alfred Taubman explains how a dyslexic Jewish kid from Detroit grew up to be a billionaire retailing pioneer, an intimate of European aristocrats and Palm Beach socialites, a respected philanthropist and, at age 78, a federal prisoner. With a unique blend of humor and genius, Taubman shows how selling fine art and antiques really isn't that different from marketing root beer or football, and offers penetrating insights into that quintessential palace of commerce, the luxury shopping mall. Alfred Taubman may not have invented the modern shopping center but, in the words of The New Yorker, "he perfected it." Taubman's life has been a storybook success, with its share of unique challenges. A pioneer builder and innovative real estate developer, he was also a brilliant land speculator, operator of a quick-serve restaurant chain, and owner of a major department store company. But what seemed like the pinnacle of his career, buying and reinventing the venerable art auction house Sotheby's, would lead to his conviction in an international price fixing scandal. Despite the twists and turns, Taubman's life and business philosophy can be summed up in one evocative phrase: Threshold Resistance. Understanding and defeating that force—breaking down the barriers between art and commerce, between shoppers and merchandise, between high culture and popular taste—has been his life's work.

The Book of Excellence

The Book of Excellence PDF Author: Byrd Baggett
Publisher: Thomas Nelson Inc
ISBN: 9781558531710
Category : Business & Economics
Languages : en
Pages : 132

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Book Description
Focusing on the basic habits that are common among business leaders, this book pinpoints characteristics of a successful sales lifestyle. Contains the basic information all sales professionals need to know. Here is the basic information anyone in business needs to know. I believe passionately that it is not enough to be just a good salesperson, secretary or manager. We also need to remember that losing a customer is just one bad experience away, and we must do everything we can to give our best service. The Book of Excellence is the first book in a trilogy of handbooks for business success by Byrd Baggett: The Book of Excellence - on sales, Satisfaction Guaranteed - on customer service and now Taking Charge - on leadership.

Beliefs, Behaviors, & Results

Beliefs, Behaviors, & Results PDF Author: Scott Gillis
Publisher: Greenleaf Book Group
ISBN: 1608324281
Category : Business & Economics
Languages : en
Pages : 217

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Book Description
For any CEO who wants to achieve and sustain superior shareholder value growth. All chief executives want to deliver superior returns for their shareholders, however only a few have been able to do so on a sustainable basis. Beliefs, Behaviors, and Results profiles how the best Fortune 200 CEOs have been able to outperform their peers and sustain superior shareholder returns by institutionalizing a set of beliefs and behaviors in their organizations. Through the words and case examples of these leading chief executives, the authors capture the five core principles that have transformed the performance of some of the world's best corporations. Readers will learn how the CEOs of these companies united their organizations around a common definition of winning, how they helped their managers capture a greater share of market profits, and how they established a culture where all managers think and act like entrepreneurial owners. Readers will learn how the best executives: * Look at markets differently to identify new profitable growth opportunities * Develop strategic innovations that are at least as valuable as new product innovations in driving shareholder value growth * Establish a reinvestment advantage that is difficult for competitors to match * Sustain superior performance over time In addition, the reader will learn the: * Common mistakes that prevent most management teams from maximizing profitable growth and shareholder value * Specific actions that all senior managers can take to materially change sustainable performance of their corporation

Digital Customer Service

Digital Customer Service PDF Author: Rick DeLisi
Publisher: John Wiley & Sons
ISBN: 1119841909
Category : Business & Economics
Languages : en
Pages : 262

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Book Description
Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

Yes Is the Answer

Yes Is the Answer PDF Author: Christine Trippi
Publisher:
ISBN: 9781733244015
Category :
Languages : en
Pages : 128

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Book Description
Four Simple Steps. That's all it takes to deliver legendary service and build a thriving team culture. Is negative service impacting your bottom line? Do you find it hard to maintain your confidence when you have to disappoint a customer? Then Yes Is the Answer is the leadership book you need to read. ​ Christine Trippi shares her energy and passion for Sweet Hospitality--the key to success in the hospitality industry--by taking readers through the simple steps of responding positively while developing strong relationships. Along the way, she reviews examples that cover all aspects of work and family life with opportunities to test your new skills in the book (or with a downloadable Yes Is the Answer companion workbook). By the end of this fun, quick, and easy read, you'll have the information and skills needed to always say Yes and achieve Sweet Results! The best part is that you'll learn how you can change the world, one Yes at a time! ​ Should you read this book? Yes Is the Answer!