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Lead with your customer : transform culture and brand into world-class excellence

Author: Mark David Jones; J Jeff Kober
Publisher: Alexandria, Va. : ASTD Press, ©2010.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
"Lead with your customer goes beyond corporate culture and customer satisfaction, and provides a complete roadmap to achieving permanent excellence in your organization. This is real-world, sustainable process of improvement not just a flavor-of-the-month business technique that shows you how to apply the world class excellence model (developed at the Walt Disney Company) to transform your business. This is a book  Read more...
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Document Type: Book
All Authors / Contributors: Mark David Jones; J Jeff Kober
ISBN: 1562867156 9781562867157
OCLC Number: 471813620
Description: xvi, 240 pages : illustrations ; 24 cm
Contents: 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.
Responsibility: Mark David Jones, J. Jeff Kober ; foreword by Lee Cockerell.

Abstract:

"Lead with your customer goes beyond corporate culture and customer satisfaction, and provides a complete roadmap to achieving permanent excellence in your organization. This is real-world, sustainable process of improvement not just a flavor-of-the-month business technique that shows you how to apply the world class excellence model (developed at the Walt Disney Company) to transform your business. This is a book about people, what makes them tick, and how understanding them can guide you to success. You'll learn from the stories of CarMax, Marriott, Apple, Wal-Mart, and of course, the Walt Disney Company."--

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