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In today's competitive business climate, you can'tjust satisfy your customers. You have to be better thanthat, giving them experiences that they won't forget. AuthorShep Hyken has spent twenty-five years studying great companies andthe evangelists they create. In The Cult of the Customer,Hyken shows how to design a strategy that leads both customersand employees through five distinct cultural phases -from "uncertainty" to "amazement." By presenting dozens of casestudies that show how great companies made this journey, Hykenidentifies the critical internal and external changes that allowedthem…mehr
In today's competitive business climate, you can'tjust satisfy your customers. You have to be better thanthat, giving them experiences that they won't forget. AuthorShep Hyken has spent twenty-five years studying great companies andthe evangelists they create. In The Cult of the Customer,Hyken shows how to design a strategy that leads both customersand employees through five distinct cultural phases -from "uncertainty" to "amazement." By presenting dozens of casestudies that show how great companies made this journey, Hykenidentifies the critical internal and external changes that allowedthem to build a Cult of the Customer - and shows howyou can do it too. Hyken's message is both powerful and timely: the happieryour customers and employees are, the more successful yourcompany will be. The Cult of the Customer is your guide tocreating a customer-focused culture that turns satisfied customersinto customer evangelists.
Author Shep Hyken has spent twenty years studying great companies and the evangelists they create. In The Cult of the Customer, Hyken shows you how to design a strategy that leads both customers and employees through five distinct cultural phases--from "uncertainty" to "amazement." By presenting dozens of case studies that show how great companies made this same journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer--and shows you how to do it too. Hyken's message is both powerful and timely: the happier your customers and employees are, the more successful your company will be. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists. Shep Hyken is a speaker and author who helps companies build loyal relationships with customers and employees. He is the author of Moments of Magic and The Loyal Customer, as well as the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset. His wide variety of clients range from smaller companies to such corporate giants as American Airlines, General Motors, IBM, Kraft, Marriott, Toyota, Verizon, and many more.
Inhaltsangabe
Read This First ix Part 1 The Purpose of Your Business Chapter 1 The Genie and the Ice Cream Shop 3 Chapter 2 Do You Need This Book? 5 Chapter 3 The Three Forces 19 Part 2 The Five Cults Chapter 4 Uncertainty 31 Chapter 5 Alignment 43 Chapter 6 Experience 53 Chapter 7 Ownership 63 Chapter 8 Amazement 73 Part 3 The Journey to Amazement Chapter 9 What the Journey Looks Like from the Inside: The Internal March to Amazement 89 Chapter 10 What the Journey Looks Like from the Outside: The External March to Amazement 105 Chapter 11 Launching the Amazement Revolution 123 Part 4 Amazement in Action Chapter 12 Little Things: Snapshots of Organizations and People Who Get the Little Things Right 143 Chapter 13 Problem Solving and Recovery: Snapshots of Organizations and People Who Solve Problems and Recover Well 153 Chapter 14 Opportunity Knocks: Organizations and People Who Look for Opportunities to Be Better Than Average 171 Chapter 15 Proactive Service and Follow-Through: Snapshots of Proactive Organizations and People in Action 179 Chapter 16 The Art of WOW: Snapshots of Truly Amazing Organizations and People 189 Part 5 Creating the Cult of the Customer Chapter 17 Tools for Success 205 Epilogue
Read This First ix Part 1 The Purpose of Your Business Chapter 1 The Genie and the Ice Cream Shop 3 Chapter 2 Do You Need This Book? 5 Chapter 3 The Three Forces 19 Part 2 The Five Cults Chapter 4 Uncertainty 31 Chapter 5 Alignment 43 Chapter 6 Experience 53 Chapter 7 Ownership 63 Chapter 8 Amazement 73 Part 3 The Journey to Amazement Chapter 9 What the Journey Looks Like from the Inside: The Internal March to Amazement 89 Chapter 10 What the Journey Looks Like from the Outside: The External March to Amazement 105 Chapter 11 Launching the Amazement Revolution 123 Part 4 Amazement in Action Chapter 12 Little Things: Snapshots of Organizations and People Who Get the Little Things Right 143 Chapter 13 Problem Solving and Recovery: Snapshots of Organizations and People Who Solve Problems and Recover Well 153 Chapter 14 Opportunity Knocks: Organizations and People Who Look for Opportunities to Be Better Than Average 171 Chapter 15 Proactive Service and Follow-Through: Snapshots of Proactive Organizations and People in Action 179 Chapter 16 The Art of WOW: Snapshots of Truly Amazing Organizations and People 189 Part 5 Creating the Cult of the Customer Chapter 17 Tools for Success 205 Epilogue
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