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Southwest Airlines (Corporations That Changed the World) Review

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Southwest Airlines (Corporations That Changed the World) ReviewWow! Who knew Southwest Airlines has been around for so long? And what an interesting history of their innovative thinking in getting off the ground!
This book made me want to work at Southwest! But in the meantime, it inspired me to strive to become a better employee in my current job. My commitment to flying Southwest has strengthened as well.
What a great company, brought about by inspired leaders!Southwest Airlines (Corporations That Changed the World) Overview

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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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America's Service Meltdown: Restoring Service Excellence in the Age of the Customer Review

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America's Service Meltdown: Restoring Service Excellence in the Age of the Customer ReviewWith the first decade of the XXI century behind us, it was to be expected for organizations to have already achieved excellence in regards to customer service, since it seemed to be a must toward the end of the last century.

Mr. Pupo's book shows with amazing clarity how far a lot of organizations still are from offering an excellent customer service (the reader will no doubt feel identified with some of the situations presented), highlighting the fact that in order to achieve excellence in this subject, a strong resolve to want to make it happen must be present in the highest levels of an organization. Additionally, this conviction to customer service must be present in the organization's mission statement, objectives and strategies, as well as its policies and operational and management processes, particularly in its human resources, with special emphasis on its frontline workers. NEVERTHELESS, what is most important is for high-level executives and managers to be genuinely convinced about the need to perfect customer orientation and to show it in their day-to-day activities and decision-making.
Mr. Pupo's book analyzes the behavior of organizations in terms of being or not customer centered. At the same time, it is warning for the future, in terms of Mr. Pupo, because in this age of the Internet and digital communication, each day that goes by the costumer role changes from being someone subdued to becoming a demanding client with higher power.
Organizations planning to remain in this global market will have to reconsider their real interest on zeroing in their focus on the customer and, for those organizations, Mr. Pupo's book will no doubt be an excellent starting point.
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Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success Review

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Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success ReviewCorporate research has become quite popular towards the end of the 20th Century, and Professor Berry has dome a masterful job of centering his on present day champs of the service sector. Amidst surprising and inspirational stories of these 14 top service companies, Berry weaves a compelling study of nine capacities that, apparently, guarantee the success of a service business. Many of the lessons parallel current business management advice, but a few transcend simple processes and get at the emotional environment that keeps employees and the company motivated about and focused clearly on the long-term success of the enterprise. A great read, this volume is indispensible for managers and owners of service businesses that intend to sustain longevity.Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success Overview

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Design Thinking for Interiors: Inquiry, Experience, Impact Review

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Design Thinking for Interiors: Inquiry, Experience, Impact ReviewI enjoyed the book throughout. I especially thought that taking into considerations of a residentls age, life expectancy, and past experiences added much to the ambience one would enjoy should they occupy the space. This was a novel approach to design. The graphics throughout the book were quite appropriate and yet artfully done. The novel approach that the author takes to make the surroundings
pleasant exhibit a breath of fresh air to design.Design Thinking for Interiors: Inquiry, Experience, Impact 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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The Zappos Experience: 5 Principles to Inspire, Engage, and WOW Review

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The Zappos Experience: 5 Principles to Inspire, Engage, and WOW ReviewVirtual review of The Zappos Experience.The Zappos Experience: 5 Principles to Inspire, Engage, and WOW Overview

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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Review

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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Review"New Gold Standard" is a super, if slightly older, book on a really important subject: The Ritz-Carlton is one of the organizations whose methodology has truly transformed our understanding of what customer service quality and consistency can be.
I recommend "The New Gold Standard, especially if you're in the hotel business; Michelli, who also wrote The Starbucks Experience, is a consultant who did a great job writing it. I don't agree with the catty comments on this page that its writing style is sleep-inducing, etc. -- I guess they're complaining because it's written in an academic style and is maybe overly deferential to the owners of the Ritz (hey, it is an "official" history). Nonetheless, in my opinion it is still full of many well organized details and a helpful book for anyone in hospitality. Some of the strong points in particular are the historical overview and the interviews Michelli includes.
(One note to be aware of: There's now also a newer book on practical applications of Ritz-Carlton customer service and management techniques that's just come out this May; I really enjoyed it a lot. I got a lot out of this newer book ("Exceptional Service, Exceptional Profit"); it's by the founder of the Ritz Carlton Leadership Center along with Horst Schulze, the Founding President of The Ritz. They collaborate with an entrepreneur/systems expert from *outside* of the hospitality industry; this allows them to cover management issues in a lot of depth and in fields that are often far removed from just hotel-industry topics. Here's the link: Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.
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