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The Service Culture Playbook
- Winning Business Strategies for Creating High-Performance Teams and Lifetime Customers
- Narrated by: Cheridah Best
- Length: 3 hrs and 54 mins
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The Service Culture Playbook
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Publisher's summary
Are you a business leader who is playing to win? Do you want to build a legacy of high-performing employees and loyal customers?
Organizational cultures are as broad and diverse as the people who build them. However, certain aspects of corporate culture are essential for any business offering a product or service for sale. A service culture is one of them.
Scripted through the lens of two decades of superior client service delivery and training, Giji Dennard presents a two-hour reel of commentated replays accompanied by real-world evidence analysis plus tried-and-true actionable guidance. This manuscript is not an academic research treatise underscored by statistical data. Instead, this is a playbook for you if you want to reevaluate your locker room service methodologies and take all the learnings to the field, resulting in a thriving service culture with higher performing teams and die hard customers.
The Service Culture Playbook challenges all owners and managers within any service industry and all instructors within schools of hospitality management to take a cold-blooded, honest look at your service standards and practices and make course corrections as needed so you can play to win!
- Understand the core deliverables at the heart of service excellence
- Vicariously experience what does and does not constitute excellence in service
- Discover nine plays every leader needs to run daily within any service organization
- Identify your organization’s wins and losses in creating high performance teams and lifetime customers
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Must Read!
- By Jennifer Ringenberg on 06-05-23
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The New Gold Standard
- 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
- By: Joseph A. Michelli
- Narrated by: Joseph A. Michelli, Tom Parks
- Length: 8 hrs and 12 mins
- Unabridged
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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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Story4.5 out of 5 stars 415
The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization.
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4 out of 5 stars
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Very good information
- By Sand Storm IR.Tools Technology on 09-06-15
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The Orange Revolution
- How One Great Team Can Transform an Entire Organization
- By: Adrian Gostick, Chester Elton
- Narrated by: Adrian Gostick, Chester Elton
- Length: 7 hrs and 3 mins
- Unabridged
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Overall4 out of 5 stars 49
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Performance4.5 out of 5 stars 37
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Story4.5 out of 5 stars 39
Following the enormous popularity of their bestselling The Carrot Principle, Adrian Gostick and Chester Elton return with a groundbreaking guide to building high-performance teams. The powerful research reported in The Orange Revolution reveals that the true driver of exceptional success for great companies is not a genius CEO....
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5 out of 5 stars
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Good Business Book on Teams
- By Lisa on 09-25-11
By: Adrian Gostick, and others
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All In
- How the Best Managers Create a Culture of Belief and Drive Big Results
- By: Adrian Gostick, Chester Elton
- Narrated by: Adrian Gostick, Chester Elton
- Length: 6 hrs and 55 mins
- Unabridged
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Overall4.5 out of 5 stars 147
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Performance4.5 out of 5 stars 125
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Story4 out of 5 stars 123
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
- By Nancy on 07-28-12
By: Adrian Gostick, and others
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High-Tech, High-Touch Customer Service
- Inspire Timeless Loyalty in the Demanding New World of Social Commerce
- By: Micah Solomon
- Narrated by: Micah Solomon, Sean Pratt
- Length: 6 hrs and 7 mins
- Unabridged
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Overall4 out of 5 stars 81
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Performance4.5 out of 5 stars 69
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Story4 out of 5 stars 70
In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t. Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive.
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5 out of 5 stars
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This is the book that cracks the code!
- By Nick Morgan on 04-30-13
By: Micah Solomon
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Hug Your People
- The Proven Way to Hire, Inspire, and Recognize Your Employees
- By: Jack Mitchell
- Narrated by: James Boles
- Length: 6 hrs and 4 mins
- Unabridged
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Overall4.5 out of 5 stars 41
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Performance4.5 out of 5 stars 24
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Story4.5 out of 5 stars 25
In Hug Your People, Jack Mitchell shares his secrets for creating happy employees, secrets as simple as they are revolutionary.
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5 out of 5 stars
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good book.
- By Chance Woodal on 11-06-22
By: Jack Mitchell
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The Nordstrom Way to Customer Experience Excellence, 3rd Edition
- Creating a Values-Driven Service Culture
- By: Robert Spector, breAnne O. Reeves
- Narrated by: Eric Pollins
- Length: 6 hrs and 14 mins
- Unabridged
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Overall4.5 out of 5 stars 163
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Performance4.5 out of 5 stars 139
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Story4.5 out of 5 stars 139
In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization - in any industry - in every corner of the world.
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5 out of 5 stars
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Inspiring
- By Carrie Brinton on 01-02-19
By: Robert Spector, and others
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Fred 2.0
- New Ideas on How to Keep Delivering Extraordinary Results
- By: Mark Sanborn, Margaret Kelly - foreword
- Narrated by: Stephen Bel Davies
- Length: 4 hrs and 40 mins
- Unabridged
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Overall4 out of 5 stars 80
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Performance4.5 out of 5 stars 76
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Story4 out of 5 stars 77
Nine years ago, best-selling author and business consultant Mark Sanborn introduced the world to Fred, his postman, who delivered extraordinary service in simple but remarkable ways. Fred’s story inspired millions. Companies - even, cities - were inspired to turn the ordinary into the extraordinary each day. Today, with stiff competition from the networked global economy, delivering extraordinary results is more important than ever. With Fred 2.0, Mark not only revisits the original Fred to gain new insights, but also equips all of us with new strategies to achieve more.
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4 out of 5 stars
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Excellent extension of The Fred Factor
- By Mike Henry Sr. on 02-07-15
By: Mark Sanborn, and others
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The Zappos Experience
- 5 Principles to Inspire, Engage, and Wow
- By: Joseph A. Michelli
- Narrated by: Joseph A. Michelli, Tom Parks
- Length: 8 hrs and 32 mins
- Unabridged
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Overall4.5 out of 5 stars 58
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Performance4.5 out of 5 stars 48
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Story4.5 out of 5 stars 48
The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.
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2 out of 5 stars
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Brand propaganda
- By MR A G ADELAAR on 05-22-15
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The High-Speed Company
- Creating Urgency and Growth in a Nanosecond Culture
- By: Jason Jennings, Laurence Haughton
- Narrated by: Jason Jennings
- Length: 6 hrs and 52 mins
- Unabridged
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Overall5 out of 5 stars 28
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Performance5 out of 5 stars 27
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Story4.5 out of 5 stars 27
Best-selling author Jason Jennings believes that urgency and speed are keys to the growth of any business. Leaders need to adapt and ignite their workplace cultures to prevent everyone from falling behind. Jennings draws on years of research and 11,000+ in-depth interviews with executives, business owners, and CEOs across the country to uncover how successful leaders build cultures that support constant innovation and growth.
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5 out of 5 stars
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Incredible testament to the spirit of positive growth and change
- By Alexandra d. on 04-05-23
By: Jason Jennings, and others
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Raise the Bar
- An Action-Based Method for Maximum Customer Reactions
- By: Jon Taffer, Karen Kelly
- Narrated by: Luke Daniels
- Length: 7 hrs and 14 mins
- Unabridged
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Overall4.5 out of 5 stars 541
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Performance4.5 out of 5 stars 472
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Story4.5 out of 5 stars 472
If there’s anyone who can prevent a bar or restaurant from going belly-up, it’s Jon Taffer. Widely considered the greatest authority in the food and beverage, hotel, and hospitality industries, he runs the biggest trade show in the business and has turned around nearly 1,000 bars and at least that many restaurants.
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4 out of 5 stars
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Wish Jon was the narrator!!
- By Bonnie on 03-04-15
By: Jon Taffer, and others
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The Wawa Way
- How a Funny Name and Six Core Values Revolutionized Convenience
- By: Bob Andelman, Howard Stoeckel
- Narrated by: Dana Hickox
- Length: 6 hrs and 12 mins
- Unabridged
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Overall4.5 out of 5 stars 39
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Performance4.5 out of 5 stars 32
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Story4.5 out of 5 stars 32
Grahame Wood opened the first Wawa Food Market in 1964 as an outlet for Wawa dairy products. Since then, the convenience store has grown into a well-known company that competes against the biggest industry players in the world in three areas: fuel, convenience, and food, all while maintaining their personal approach and small business mentality. Now, almost 50 years later, Wawa has opened its first store in Florida and begun to play on the national field. How did it happen?
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5 out of 5 stars
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Great outline for success at anything...
- By Friend on 09-29-15
By: Bob Andelman, and others
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Joy, Inc.
- How We Built a Workplace People Love
- By: Richard Sheridan
- Narrated by: Tim Andres Pabon
- Length: 7 hrs and 28 mins
- Unabridged
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Overall4.5 out of 5 stars 304
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Performance4.5 out of 5 stars 271
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Story4.5 out of 5 stars 265
Joy, Inc. offers an inside look at how Sheridan and Menlo created a joyful culture, and shows how any organization can follow their methods for a more passionate team and sustainable, profitable results. Sheridan also shows how to run smarter meetings and build cultural training into your hiring process. Joy, Inc. offers an inspirational blueprint for listeners in any field who want a committed, energizing atmosphere at work - leading to sustainable business results.
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5 out of 5 stars
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Hey Menlo.
- By Stacey Colón on 03-25-16
By: Richard Sheridan
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The Power of People Skills
- How to Eliminate 90% of Your HR Problems and Dramatically Increase Team and Company Morale and Performance
- By: Trevor Throness
- Narrated by: Tom Parks
- Length: 5 hrs and 41 mins
- Unabridged
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Overall4.5 out of 5 stars 75
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Performance4.5 out of 5 stars 65
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Story4.5 out of 5 stars 65
People are the problem. They're always the problem. If a business person goes home frustrated, if they talk with their significant other about it, if they lay awake at night stewing about it, inevitably the problem is some person at work - a colleague, subordinate, or boss. Handling people issues is every leader's major headache. It's what takes up the majority of their time and - more important - the bulk of their head space. Every leader can and must develop this most important of all management skills.
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5 out of 5 stars
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great listen
- By RB Player on 03-30-18
By: Trevor Throness
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The Stay Interview
- A Manager's Guide to Keeping the Best and Brightest
- By: Richard P. Finnegan
- Narrated by: Tim Andres Pabon
- Length: 3 hrs and 3 mins
- Unabridged
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Overall4.5 out of 5 stars 39
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Performance4.5 out of 5 stars 33
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Story4 out of 5 stars 33
This practical guide introduces managers to a powerful new engagement and retention tool: the stay interview. Smart companies have begun conducting these periodic reviews in order to discover why their important talent might leave and to solve any problems before they actually quit.
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4 out of 5 stars
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Great advice.
- By Kevin L. Jeter on 11-02-18
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The Little Big Things
- 163 Ways to Pursue EXCELLENCE
- By: Tom Peters
- Narrated by: Tom Peters
- Length: 11 hrs and 57 mins
- Unabridged
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Overall4 out of 5 stars 321
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Performance4 out of 5 stars 135
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Story4 out of 5 stars 135
"Years ago, I wrote about a retail store in the Palo Alto environs—a good one, which had a box of two-cent candies at the checkout. I subsequently remember that 'little' parting gesture of the two-cent candy as a symbol of all that is Excellent at that store. Dozens of people who have attended seminars of mine have come up to remind me, sometimes 15 or 20 years later, of “the two-cent candy story,” and to tell me how it had a sizable impact on how they did business."
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1 out of 5 stars
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Really hard to listen
- By Alexander on 06-03-10
By: Tom Peters
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Superbosses
- How Exceptional Leaders Master the Flow of Talent
- By: Sydney Finkelstein
- Narrated by: Mel Foster
- Length: 8 hrs and 31 mins
- Unabridged
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Overall4 out of 5 stars 285
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Performance4.5 out of 5 stars 242
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Story4 out of 5 stars 241
After meeting chef Alice Waters at her legendary restaurant, Chez Panisse, Sydney Finkelstein got to thinking about the dozens of chefs who had come from her establishment to open their own restaurants and gain notoriety as some of the country's most creative culinary figures. Waters, he found, had spawned a family tree of geniuses. Could this pattern exist in other industries?
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2 out of 5 stars
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Interesting, but not helpful
- By Ben on 03-12-16