One Size Fits One: Building Relationships One Customer and One Employee at a Time: The Service Culture for the Next Millennium - Rilegato

Heil, Gary

Rilegato

ISBN 10: 0471287067 ISBN 13: 9780471287063

Casa editrice: John Wiley & Sons Inc, 1997

Riassunto

Advance praise for: One Size Fits One "It?s a book that should be read every year. With customers today having more choices than ever before, how you serve them could be the difference between keeping or losing those valuable customers and your business. One Size Fits One will help guide you." ?Chandler Barton, Chairman, Coldwell Banker Corporation "A powerful, must-read map for discovering a valuable and elusive treasure: customer loyalty. One Size Fits One will transform you into a demanding consumer and passionate service provider to customers, associates, and employees." ?Chip R. Bell, Author, Customers as Partners and Managing Knock Your Socks Off Service "One Size Fits One will show your organization how to treat every customer like they?re your only customer." ?Roger Dow, Vice President and General Sales Manager, Marriott Hotels and Resorts Worldwide, Co-author, Turned On "If you are in the service business you have to read this book! Gary is one of the few people in this field who truly understands that the environment you create for your employees largely dictates the quality of service your customers will receive." ?Kim Jeffery, President and CEO, Perrier Group of America "Profound and powerful, One Size Fits One lays out a convincing argument for the ways in which we need to build our organizations to better serve our customers, our employees and our communities." ?Patrick O?Donnell, Chief Executive Officer, Apsen Ski Company "In a world where relationships are the currency of the future, this book sets the standard for the next generation of service. Witty, informative, and highly entertaining, One Size Fits One will help you navigate through this highly personalized customer revolution." ?Sandra Kurtzig, Founder and former Chairman, ASK Computer System

Su questo libro

L'autore:

About the Authors Gary Heil is an educator, business consultant and expert on leadership, service quality, and change management. Founder of The Center For Innovative Leadership, Heil is a highly regarded speaker and frequent commentator on American and Australian radio and television. In addition, Heil has served on the Board of Examiners for The Malcolm Baldrige Quality Award and is co-author of Leadership and The Customer Revolution. Tom Parker is an organizational consultant, educator, and author. Parker has taught at Stanford and the University of California. In addition to developing communication tools and strategies for corporations, he was recently nominated for the National Book Award and the Pulitzer Prize. Co-author of many books, including the best-selling Leadership and The Customer Revolution with Gary Heil. Deborah Collins Stephens is co-founder of The Center for Innovative Leadership. Having held various positions in the publishing industry, she also worked in the public sector, with several of California?s most notable leaders. Her work and research have specialized in the areas of service quality, economic development, welfare reform, and leadership.

Dalla seconda/terza di copertina:

One Size Fits One Building Relationships One Customer and One Employee at a Time Gary Heil Tom Parker Deborah C. Stephens

• A billion-dollar paper manufacturer in Wisconsin works closely with a small stationery store halfway across the country to better ensure that the companys products will sell at the retail level.
• A clerk at a notions store in Mountain View, CA, calls a supplier long-distance to check on the availability of a single 75-cent button for a first-time customer.
• An irate customer in Berkeley, CA, places a $10,000 ad in the Wall Street Journal to protest what he considers shoddy treatment by a large coffee companyand ultimately receives 6,000 responses from other dissatisfied customers over his toll-free telephone number.

Love it, hate it, fear it, or wish it would just disappear, we are entering an era where one size no longer fits allor even a few. We are entering an era where One Size Fits One. Its a highly personalized, customer-driven environment. The only business objective that makes any sense is a long-term relationship with each profitable customer. Todays customers have vast power to collaborate with you to build your businessesbut if theyre not happy, they will walk away faster than ever beforeor actively undermine you. How can you win the unshakable loyalty and trust of todays savvy customers? One Size Fits One: Building Relationships One Customer and One Employee at a Time lays out the ten rules for what customers wantin their own blunt wordsand shows how your company can begin to develop personalized relationships with your customers. And certainly no company can deliver "one size fits one" value without loyal employees committed to creating exceptional value for each individual customer. One Size Fits One explains why yesterdays workplace mentality no longer works and shows how relationships inside organizations must change to successfully unleash the power of truly committed employees. In a world where One Size Fits One, no one will have to settle for the ordinaryand no business will be able to survive by providing it. One Size Fits One provides a template for beginning the odyssey, one customer and one employee at a time.

Su questa edizione

• Editore: John Wiley & Sons Inc
• Data di pubblicazione: 1997
• ISBN 10: 0471287067
• ISBN 13: 9780471287063
• Rilegatura: Copertina rigida
• Numero di pagine: 304