The Kindness Revolution

The Company-Wide Culture Shift that Inspires Phenomenal Customer Service

Ed Horrell

200 pages, parution le 01/08/2006

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Résumé

Your company may have innovative marketing strategies, catchy advertising, and great products at a good price, but if you're not committed to your employees, they won't be committed to your customers... and your customers certainly won't be committed to you.

Find out how to turn around this cycle of indifference and mediocrity with The Kindness Revolution, an eye-opening, impassioned book that pinpoints the vital link between building long-term customer loyalty and creating a culture of kindness and consideration up and down the entire organization. This important book is packed with practical guidance and real-life examples of companies who have made serious commitments to their people-and have reaped a wealth of personal and financial rewards in return.

Sommaire

Preface
Introduction
Owning Your Customers
A Top-Down Commitment to Service
Employees on a Mission
Never on Sunday
Talking About Service... Every Day
When Customers Call In Sick
Extraordinary Employee Empowerment
Absolutely, Positively: The Pursuit of Perfection
A Place Where Kindness Grows
Kindness: Starting the Revolution
How to Eliminate Indifference in Your Workplace
The Quick Fix Won't Work: How to Ensure Permanent
Change
Are You Ready?
Ten Steps to an Extreme Corporate Makeover
Putting It Out There-On the Net
Conclusions
Appendix
Index

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Amacom
Auteur(s)	Ed Horrell
Parution	01/08/2006
Nb. de pages	200
Format	16 x 23,5
Couverture	Relié
Poids	470g
Intérieur	Noir et Blanc
EAN13	9780814473078
ISBN13	978-0-8144-7307-8