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The Kindness Revolution
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Librairie Eyrolles - Paris 5e

The Kindness Revolution

The Kindness Revolution

The Company-Wide Culture Shift that Inspires Phenomenal Customer Service

Ed Horrell

200 pages, parution le 01/08/2006


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.


  • 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
Voir tout

Caractéristiques techniques

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


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