The name of the game in business is to deliver an exceptional customer experience to consumers and clients. But if a company’s employee experience is subpar, the customer’s experience will also suffer.
Not My Circus Not My Monkeys Read More »
No mercado de hoje você precisa mais do que um produto de classe mundial para superar a concorrência – exatamente por isso é que os executivos da Mercedes-Benz dos EUA definiram um rumo para criar uma experiência do cliente que estivesse à altura de seus lendários veículos.
Just as the Chief Marketing Officer curates an experience to get the best lifetime value from customers, the head of HR can curate an experience to get the best lifetime value from employees.
Mesmo na era do Big Data onde as empresas nunca tiveram acesso a tantos dados de seus clientes, continua sendo muito difícil inovar e criar novas fontes valor para eles. A ideia central deste livro é que para projetar uma proposta de valor ao cliente de forma inovadora.
Consumer Insight: Construindo experiências verdadeiramente centradas no cliente Read More »
Trust your team. Be radically honest. And never, ever try to please your boss. These are some of the ground rules if you work at Netflix. They are part of a unique cultural experiment that explains how the company has transformed itself at lightning speed from a DVD mail order service into a streaming superpower
The Heart of Hospitality is the essential guide to creating exceptional customer service and hospitality for guests of all generations, including millennials, boomers, and more.
The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets Read More »
How did a child of immigrants, starting with no background in the hotel business, create the world’s most admired and successful hotel chain? And how has Four Seasons grown dramatically, over nearly a half century, without losing its focus on exceptional quality and unparalleled service?
Four Seasons: The Story of a Business Philosophy Read More »
Horst Schulze created a culture of service that should be a model for all of us. By committing to the highest standards of professionalism – and creating the right systems to achieve them – he inspired thousands to embrace the core ideal of sheer unadulterated excellence.
Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise Read More »
Haters are not your problem, ignoring them is. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.
Hug Your Haters: How to Embrace Complaints and Keep Your Customers Read More »
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.
The Service Culture Handbook Read More »
