Astute managers and entrepreneurs already know that customer loyalty is a necessity for profitable businesses in the '90s and beyond, and they have invested in this knowledge by initiating a wide variety of quality service programs intended to dazzle customers. But while providing dazzling service may tender short-term customer satisfaction, it is a costly and unsustainable approach. Long-term success depends on replacing the superficial transaction-oriented approach with the deeper commitment of partnership-the essence of a value-based approach to serving customers.
Describing the qualities that embody this deeper commitment, Customers As Partners provides examples from the corporate world, small service businesses, and personal experience. Illustrating each key principle with anecdotes and stories, this book shows how all lasting business relationships share the same partnership attributes as a friendship or marriage, and how each is:
o grounded in an attitude of generosity,
o bolstered by a sense of trust,
o propelled by a joint purpose or shared vision,
o served by honesty,
o characterized by a sense of balance, and
o infused with an element of familiarity and ease.
Customers As Partners vividly shows how to achieve lasting success by creating sustaining personal bonds-the true source of a company's profitability. This ground-breaking work provides insights on how to keep the quality of these relationships central in every interaction. It offers a model of partnership where customers offer valuable feedback, support your business by recommending you to others, and forgive mistakes because they feel a reciprocal long-term commitment.
- How to do the crucial-yet often overlooked-front-end work that will save organizations time and money in their performance improvement programs
- Provides the step-by-step analysis techniques essential for effective corporate training, quality, and re-engineering programs
Nobody likes cold calls. And nobody really needs to make them. The Referral of a Lifetime teaches a step-by-step system that will allow anyone to generate a steady stream of new business through consistent, qualified referrals while retaining and maximizing business with existing customers. Tim Templeton emphasizes the importance of applying the golden rule in business—putting the relationship with your customer first, rather than just making the sale.
This second edition adds a technique for creating a profile of your ideal customer and explains how to reach the tipping point on online reviews and testimonials so you can expand your business 24/7. Your customers, colleagues, and friends already know every new contact you will ever need to succeed. When you apply Tim Templeton's system, they will naturally refer those potential new customers to you.
For over twenty years, Creating an Environment for Successful Projects has been a staple for upper managers who want to help projects succeed. This new edition includes case studies from companies that have successfully applied the approach, along with practical tools such as templates, surveys, and benchmark reports for savvy leaders who want to ensure project success throughout their organizations. The insights in this book will help management speed projects along instead of getting in their way. All too often, well-intentioned managers put roadblocks in the team's way instead of empowering them with the tools they need to succeed. This approach to project environments, grounded in decades of research and practice, will help you make your organization the most project-friendly it's ever been.
Organizational changes rarely work unless upper management is heavily involved. Although project managers are most closely responsible for the success of projects, upper managers are the ones who ultimately create an environment that supports those projects. The way upper managers define, structure, and act toward projects has an important effect on the success or failure of those projects and, consequently, the success or failure of the organization. This book helps all managers understand the need for project management changes and shows how to develop project management as an organizational practice.
Thirty-five days, 14 hours, and 3 minutes. That's how long it took Jason Caldwell and the crew of the American Spirit to row 3,000 miles across the Atlantic Ocean during the 2016 Talisker Whiskey Atlantic Challenge—or, as it's known to those who attempt it, “The World's Toughest Row.” They not only succeeded but set a world record.
This was an extraordinary team effort. And that's what this book is about. Caldwell transfers the hard-won lessons of his transatlantic adventure out of the ocean and into your office, showing how to build and lead teams that do what others say cannot be done and sustain that level of performance.
The thrilling details of Caldwell's quest to break the world's record deliver a “just-one-more-page” experience, during which you'll also learn lessons like
• How to quit like a winner
• Why results aren't the measure of a high-performance team
• What four questions you should ask yourself before you set any goal
• How to harness the power of emotion-first leadership
• Why the best people aren't necessarily the right people for your team
This book is a distillation of Caldwell's worldwide speaking programs delivered to packed crowds at Fortune 500 companies and universities worldwide. It is the answer to a question he is constantly asked: How were you and your teams able to accomplish such seemingly impossible goals? And it's also a guidebook that can teach anyone how to do the same.
In this revised and updated edition David Korten has fleshed out his vision of the alternative to the corporate Wall Street economy: a Main Street economy based on locally owned, community-oriented “living enterprises” whose success is measured as much by their positive impact on people and the environment as by their positive balance sheet. We will lose nothing in the process because, as Korten ably demonstrates, the supposed services Wall Street offers are simply a con game. And Korten now offers more in-depth advice on how to mount a grassroots campaign to bring about an economy based on shared prosperity, ecological stewardship, and citizen democracy.
Using story as both a metaphor and a process for self-development, Tobin offers activities and questions that help you better understand your own leadership and how others perceive it. What is the plot of your leadership story—your overall goals and purpose? Who are the main characters and what roles do they play? How have the settings of your story influenced it? What are the conflicts that you need to resolve to move toward the ending you intend?
But you have to share your story to make it an effective leadership tool. Tobin gives detailed advice on framing your message, finding ways to communicate it, and understanding the role others play in furthering that message.
If you don't tell your leadership story, other people will—and it may not be the story you want told. Taking control of your leadership story enables you to more consciously shape the impact you have in the world. You'll be better equipped to make decisions, choose actions that tell the story you want to tell, make stronger connections to those you lead, and ensure that you become the kind of leader you want to be.
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