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Customer Care Excellence
- How to Create an Effective Customer Focus
- Narrado por: Karen Cass
- Duración: 10 h y 56 m
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Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.
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This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.
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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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5 out of 5 stars
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A must read!
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4 out of 5 stars
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Good breadth, shallow depth
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Through her global consulting projects, keynote speeches, and work with thousands of leaders, Karen has seen first-hand how a pervasive lack of clarity strangles business performance and erodes employee engagement. Ambiguity is the corporate default state, a condition so prevalent that “tolerance for ambiguity” has become a clichéd job requirement. It doesn’t have to be this way.
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1 out of 5 stars
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Not for me - dislike narrator's voice +
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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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Historia4.5 out of 5 stars 106
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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5 out of 5 stars
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A must read!
- De RSM en 08-20-17
De: Eric Garton, y otros
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The Outstanding Organization
- Generate Business Results by Eliminating Chaos and Building the Foundation for Everyday Excellence
- De: Karen Martin
- Narrado por: Karen Martin
- Duración: 6 h y 5 m
- Versión completa
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General4.5 out of 5 stars 30
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Narración:4.5 out of 5 stars 28
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Historia4.5 out of 5 stars 27
After two decades in the trenches of helping companies design and build better, more efficient operations, Karen Martin has pinpointed why performance improvement programs usually fail: Chaos, the sneaky but powerful force that frustrates customers, keeps business leaders awake at night, and saps company morale. In The Outstanding Organization, Karen offers a toolbox for combating chaos by creating the organizational conditions that will allow your improvement efforts to return greater gains.
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4 out of 5 stars
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Good breadth, shallow depth
- De aochoa19 en 02-09-21
De: Karen Martin
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Clarity First
- How Smart Leaders and Organizations Achieve Outstanding Performance
- De: Karen Martin
- Narrado por: Karen Martin
- Duración: 8 h y 25 m
- Versión completa
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General4.5 out of 5 stars 67
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Narración:4 out of 5 stars 55
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Historia4 out of 5 stars 54
Through her global consulting projects, keynote speeches, and work with thousands of leaders, Karen has seen first-hand how a pervasive lack of clarity strangles business performance and erodes employee engagement. Ambiguity is the corporate default state, a condition so prevalent that “tolerance for ambiguity” has become a clichéd job requirement. It doesn’t have to be this way.
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1 out of 5 stars
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Not for me - dislike narrator's voice +
- De sharing1 en 10-11-19
De: Karen Martin
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The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- De: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrado por: Matthew Dixon, Nick Toman, Rick DeLisi
- Duración: 6 h y 37 m
- Versión completa
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General4.5 out of 5 stars 108
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Narración:4.5 out of 5 stars 87
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Historia4.5 out of 5 stars 86
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
- De Shirley Campbell en 05-26-23
De: Matthew Dixon, y otros
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Journey to the Emerald City
- De: Roger Connors, Tom Smith, Craig Hickman
- Narrado por: Wayne Shepherd
- Duración: 2 h y 51 m
- Versión resumida
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General4 out of 5 stars 45
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Narración:4.5 out of 5 stars 35
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Historia4 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
- De June en 01-08-18
De: Roger Connors, y otros
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Extreme Teams
- Why Pixar, Netflix, AirBnB, and Other Cutting-Edge Companies Succeed Where Most Fail
- De: Robert Bruce Shaw
- Narrado por: James Foster
- Duración: 7 h y 4 m
- Versión completa
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General4.5 out of 5 stars 69
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Narración:4.5 out of 5 stars 62
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Historia4.5 out of 5 stars 62
Managers want great teams, but most build them around decades-old ideas and practices made popular by companies that have lost their edge. Extreme Teams looks at the new generation of teams driving growth in today's most innovative firms. They do this by doing things differently: hiring the right person instead of the best person; focusing on one priority while leaving room to explore new ideas; creating an environment where people are comfortable dealing with the uncomfortable.
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2 out of 5 stars
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Extreme Blah
- De Blair C en 05-03-18
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Born to Build
- How to Build a Thriving Startup, a Winning Team, New Customers and Your Best Life Imaginable
- De: Jim Clifton, Sangeeta Badal
- Narrado por: Braden Wright
- Duración: 3 h y 47 m
- Versión completa
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General4.5 out of 5 stars 77
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Narración:4.5 out of 5 stars 68
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Historia4 out of 5 stars 68
Written for anyone trying to figure out how to make the most of their lives, Born to Build seeks to inspire entrepreneurs and ambitious, self-motivated people to build something that will change the world. A builder’s venture could be a small business that grows into a mammoth enterprise, a thriving new division in an existing company, a nonprofit, a social enterprise, a church, a school - anything that creates economic growth and makes a lasting impact on society.
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5 out of 5 stars
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Powerful perspective shift
- De Diana_loves_audiobooks en 06-09-18
De: Jim Clifton, y otros
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The New Gold Standard
- 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 12 m
- Versión completa
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General4.5 out of 5 stars 506
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Narración:4.5 out of 5 stars 417
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Historia4.5 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
- De Sand Storm IR.Tools Technology en 09-06-15
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Driving Digital
- The Leader's Guide to Business Transformation Through Technology
- De: Isaac Sacolick
- Narrado por: Tom Parks
- Duración: 10 h y 13 m
- Versión completa
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General4 out of 5 stars 43
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Narración:4.5 out of 5 stars 37
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Historia4 out of 5 stars 35
The race is on to become a digital enterprise. Every organization has a plan for updating products, technologies, and business processes. But that's not enough anymore. With disruptive startups outperforming industry stalwarts, executives everywhere are pushing greater growth and innovation. Staying competitive demands a complete digital transformation.
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5 out of 5 stars
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Best book I have read on Digital Transformation
- De Holistic Health en 10-20-17
De: Isaac Sacolick
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Under New Management
- How Leading Organizations Are Upending Business as Usual
- De: David Burkus
- Narrado por: Rich Orlow
- Duración: 6 h y 31 m
- Versión completa
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General4.5 out of 5 stars 76
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Narración:4.5 out of 5 stars 66
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Historia4.5 out of 5 stars 66
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
- De A. Davis en 04-15-16
De: David Burkus
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The Supply Chain Revolution
- Innovative Sourcing and Logistics for a Fiercely Competitive World
- De: Suman Sarkar
- Narrado por: Christopher Lane
- Duración: 5 h y 32 m
- Versión completa
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General4 out of 5 stars 248
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Narración:4.5 out of 5 stars 210
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Historia4 out of 5 stars 207
When CEOs think about the supply chain, it's usually to cut costs. But the smartest leaders see supply chain and sourcing for what they can be: hidden tools for outperforming the competition. Steve Jobs, upon returning to Apple in 1997, focused on transforming the supply chain. He hired Tim Cook - and the company sped up the development of new products, getting them into consumers' hands faster. The rest is history.
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4 out of 5 stars
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informative but dry
- De Justin en 01-01-18
De: Suman Sarkar
Lo que los oyentes dicen sobre Customer Care Excellence
Calificaciones medias de los clientesReseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
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Total4 out of 5 stars
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Ejecución4 out of 5 stars
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Historia4 out of 5 stars
- Noel
- 10-04-19
Customer Care Ethos
Prior to this book, I didn't give critical thought to customer service, but I now understand its influence. Overall the book was good and I enjoyed the narration, but it was a little long winded. The core message could have been condensed to five hours.
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