Lead With Your Customer: Transform Culture and Brand into World-Class Excellence Review

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Lead With Your Customer: Transform Culture and Brand into World-Class Excellence ReviewMany business leaders view their corporate culture and their brand image as two separate entities. To achieve "world-class excellence," executives should treat these as two sides of the same coin. Former Walt Disney Company executives Mark David Jones and J. Jeff Kober outline their "World-Class Excellence Model," which encompasses service concepts any organization can use to deliver exceptional customer service and engender employee loyalty. The authors offer case studies from successful companies, including Disney and Apple. These ideas aren't novel, but getAbstract finds that the book demonstrates how to apply them to your firm.Lead With Your Customer: Transform Culture and Brand into World-Class Excellence Overview

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The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience Review

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The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience ReviewReally didn't like the book. It's easy to say do all these great things, it's another matter to know how to implement the strategies. The author focused on the results (which are obvious) rather than the process (much harder). Also, the style of the book was really hard to follow. Overall, to me this was a waste of my money compared to other books I've read on the subject of delivering "Amazing" to the customer.The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience Overview

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Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations Review

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Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations ReviewMayo Clinic is part of the American vernacular, and synonymous with excellence in health care. Did you ever wonder how the organization achieved such remarkable level of awareness inarguable brand associations? In Berry and Seltman's book, you'll learn that it had little to do with promotion, and everything to do with values. Preservation of the values of the Drs. Mayo is baked into the "product" of Mayo Clinic, which, of course, is a service.
If you are in the service industry, then you know that product features are defined by the service experience, and the benefits are determined by customer satisfaction. Both are intangibles.
Mayo Clinic has applied manufacturing process improvement (Six Sigma, LEAN, et al) to healthcare systems to improve the patient experience. For in the end, Mayo's management understands that the patient outcomes define product quality, and patient satisfaction is the promotion.
With all the hoopla today surrounding social media and marketing, an interesting sidebar to this book is the realization that Mayo's brand was built entirely through social networks; patients travel around the world for treatment at the clinic, and return home to tell the tale to friends and family. Quite obviously, the majority of the stories told have been positive. This book helps us to understand why.Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations Overview

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Unleashing Excellence: The Complete Guide to Ultimate Customer Service Review

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Unleashing Excellence: The Complete Guide to Ultimate Customer Service ReviewCustomer service is similar to Motherhood and Apple Pie. Organizations that deliver outstanding customer service as an integral part of their business operation build customer loyalty and bottom line strength. Those that don't...well, we all know that bad customer service can destroy a company, or at least severely limit its potential.
This knowledge is legendary. Techniques for delivering good customer service are well-known. This is not brain surgery. Why another book on the ubiquitous topic?
First, note the title. The book title doesn't talk about Excellent Customer Service or You Will Be Fired if You Aren't Nice to Our Customers. The Unleashing Excellence title-and theme of the book-is directed toward senior executives. Customer service is a corporate strategy that needs to be led from the top. This book needs to be read by senior executives that allege that they don't have time to read it. The downside of mediocre customer service can be career-limiting to executives who don't pay attention to this critical component of their company's business.
The authors, both formerly part of the Walt Disney leadership development programs, are now in private practice. They are active consultants-to a wide range of employers-on customer service issues. In their work, they apply what they learned at Disney and other employment experiences to deliver an executive-targeted message. Toward this end, the book is easy to read, includes shaded call-out boxes, Action Steps and Pitfalls to Avoid at the end of each chapter. The book's concluding chapter presents nine leadership actions to guide readers in strengthening their customer service delivery. A comprehensive index makes the book even more reader-friendly.
Readers will benefit from a continual flow of best practice stories from many employment settings. Many of the examples of good work come from the authors' clients. These illustrations serve to enhance and illuminate the content to bring the traditional concepts to life in ways that leaders can read the book and initiate appropriate actions for individual and organizational improvement. Several sections of the book stand out in my mind, but all chapters are filled with ideas, thought-provoking discussions, and anecdotes to bring the concepts to life.
Yes (sigh), this is ANOTHER customer service book. Do we need more books on this topic? Some of us are beginning to feel overstuffed with this topic---like the bloated feeling we get after a huge Thanksgiving dinner. Thankfully, this book serves a specific purpose of providing how-to advice and insights for executives and managers to consider and implement. Use it as a tool to stimulate customer service conversations in your organization as you inspire increasingly high attention to incredible customer service as a part of your corporate DNA.Unleashing Excellence: The Complete Guide to Ultimate Customer Service Overview

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