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The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- Narrated by: Roger Wayne
- Length: 5 hrs and 41 mins
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Publisher's summary
Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service.
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction.
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Business leaders know that the key to competitive success is smart management of scarce resources. That's why companies allocate their financial capital so carefully. But capital today is cheap and abundant, no longer a source of advantage. The truly scarce resources now are the time, the talent, and the energy of the people in your organization - resources that are too often squandered.
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A must read!
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4 out of 5 stars
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Good book for people wanting to climb the corporate ladder and for executives to accelerate high - potential leaders
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In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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5 out of 5 stars
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If you are a CXer, you have to read/listen to it
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The Amazon Way: Amazon's 14 Leadership Principles
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Overall4.5 out of 5 stars 133
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Performance4.5 out of 5 stars 99
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The 3rd edition of The Amazon Way is one of the rare business leadership books giving actionable insights for innovation and business growth to be the basis for your digital transformation gameplan. The Amazon Way translates Amazon's unique culture and management practices into insights and opportunities, as only an Amazon executive and expert advisor could do for the Amazon Leadership Principles giving listeners one of the essential business leadership books for the digital era.
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4 out of 5 stars
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The Amazon Way
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Under New Management
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Overall4.5 out of 5 stars 76
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Performance4.5 out of 5 stars 66
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A provocative work that challenges the traditional and widely accepted principles of business management - and proves that they are outdated, outmoded, or simply don't work. Do open floor plans really work? Are there companies that put their employees' welfare first, and their clients second? Are annual performance reviews necessary? Dr. David Burkus is a highly regarded and increasingly influential business school professor who challenges many of the established principles of business management.
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5 out of 5 stars
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information age work assembly line management
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All In
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Performance4.5 out of 5 stars 125
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To have any hope of succeeding as a manager, you need to get your people all in. Whether you manage the smallest of teams or a multi-continent organization, you are the owner of a work culture and few things will have a bigger impact on your performance than getting your people to buy into your ideas and your cause and to believe what they do matters. Based on their extensive consulting experience, the authors present a simple seven-step road map for creating a culture of belief.
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4 out of 5 stars
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Interesting Theories in Management
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The New Gold Standard
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Overall4.5 out of 5 stars 506
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Performance4.5 out of 5 stars 417
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4 out of 5 stars
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Very good information
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The Commitment Engine
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Overall4.5 out of 5 stars 36
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Performance4.5 out of 5 stars 28
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Story4.5 out of 5 stars 28
The small-business guru behind Duct Tape Marketing and The Referral Engine teaches listeners how to establish lasting commitment in their employees, customers, and businesses. Why are some companies able to generate committed, long-term customers while others struggle to stay afloat? Why do the employees of some organizations fully dedicate themselves while others punch the clock without enthusiasm?
By: John Jantsch
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Journey to the Emerald City
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Overall4 out of 5 stars 45
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Performance4.5 out of 5 stars 35
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Story4 out of 5 stars 36
Building on the success of their previous title, The Oz Principle, Connors and Smith explore the direct link between a company's culture and the results it produces. Journey to the Emerald City details a clear road map for accelerating the move to a culture of accountability in which people focus on achieving the results critical to a company's future.
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5 out of 5 stars
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Every creative leaders go to book
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Think Like Amazon
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Performance4.5 out of 5 stars 187
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Story4.5 out of 5 stars 187
“What would Jeff do?” Since leaving Amazon to advise start-ups and corporations, John Rossman has been asked this question countless times by executives who want to know “the secret” behind Amazon’s historic success. In this step-by-step guide, he provides 50½ answers drawn from his experience as an Amazon executive - and shows today’s business leaders how to think like Amazon, strategize like Bezos, and beat the competition like nobody’s business.
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5 out of 5 stars
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A must read if you really want to innovate like Amazon
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Not Volume 2
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What listeners say about The Service Culture Handbook
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Anonymous User
- 12-10-23
Good Book
If your into sales and retail marketing it’s a great opportunity to Read and Great opportunity love it
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