Book picks similar to
The Service Edge: 101 Companies That Profit from Customer Care by Ron Zemke
non-fiction
business
college
customer-service
Man Up: How to Cut the Bullshit and Kick Ass in Business (and in Life)
Bedros Keuilian - 2018
. ."
"There's no way . . ."
"It's impossible . . ."
Enough. Get off your ass make your "someday" goals a priority—today.
After years of coaching and consulting hundreds of startup rookies as well as seasoned entrepreneurs, executives, and CEOs, Bedros Keuilian realized that most people who want to start a business, grow an existing business, author a book, make more money, or make a bigger impact usually take the long, slow, painful way to get there . . . and more than 80 percent of entrepreneurs never get to their desired destination or achieve their full potential in business. They treat their dream as if it were merely a hobby and dip their toes in the water, but they never commit to diving in—you get the idea. It's time to cut the bullshit excuses. Everyone has a gift, a purpose. It's your duty to figure out what your gift is and how you're going to share it with the world. Man Up: How to Cut the Bullshit and Kick Ass in Business (and in Life) is your guide to doing exactly that. Keuilian, founder and CEO of Fit Body Boot Camp and known as the "hidden genius" behind many of the most successful brands and businesses throughout multiple industries, will show you how to break out of the sea of mediocrity, get singularly focused on your purpose, and do what it takes—not only to achieve but dominate your goals. With Keuilian's no-nonsense approach in both business and personal spheres, you'll be able to define your purpose and have clarity of vision—and a plan—to make the quantum leap. Whether it's creating and growing a company, leaving a legacy, making a difference, or launching a new brand, you will discover how to use your passion, purpose, and sheer grit to overcome any adversity that attempts to derail your progress. If there's an area of your life in which you need to man up, this book will get you there.
Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
Joseph A. Michelli - 2015
A firsthand look at how Mercedes-Benz transformed itself into a best-in-class, customer-obsessed organization.Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team’s ambitious, multi-pronged strategy to elevate the company’s customer experience to best-in-class, across all brands and industries.Acclaimed author Joseph Michelli reveals how leaders within the organization drove the transformation of the operational and cultural environments at Mercedes-Benz through their strategic vision, “Driven to Delight.”Nowhere else can you find this in-depth, all-access look at senior leadership’s vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver a customer experience that lives up to the company’s brand promise, “the best or nothing.”
WHO CUT THE CHEESE? An Amazing Parody About Change And How We Can Get Our Hands On Yours
Stilton Jarlsberg - 2000
And since you're being compared to a rat in this book, the whole "Maze" analogy works like a charm.When you come to see the "Psycho-babble on the Wall," you can discover for yourself how to deal with change in the workplace, and how to find the Cheese that will make your life joyous and fulfilling.Failing that, if you were forced by your boss to read "Who Moved My Cheese?" before getting a pay cut or a pink slip, "Who Cut The Cheese?" will at least give you the last laugh!NOTE: "Who Cut the Cheese?" is a small gem - meaning that it's roughly 1400 pages shorter than "War and Peace," but roughly the same length as the teeny tiny original book (around 80 pages). That's why the price is low, but the "laughs per page" ratio is high!
The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
Richard S. Gallagher - 2013
The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. The book includes tangible tips and tricks to help readers discover how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills.Issues with customers can send even the most seasoned service professionals into red alert. But you don’t need to be a crisis counselor to effectively communicate your way out of a difficult spot. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.
The Practice of Public Relations
Fraser P. Seitel - 1980
Unlike other PR texts that steer clear of the cases, the ethical challenges, the how to counsel, and the public relations conundrums that force students to think, this book prepares students to deal with a full range of situations and arrive at effective, ethical solutions that distinguish the practice.
No-Fail Habits
Michael Hyatt - 2020
Our work follows us home, even on weekends and vacations.The result is stress, burnout, and strained relationships. Ironically, burning the candle at both ends makes work quality suffer too.Days full of busyness, where you go to bed wondering where all the time went and why so little got done, is primarily the product of habit. One action triggering another that fills every moment of the day, crowding out anything that's not an emergency.It's automated overwork. And when a person succumbs to the stress and leaves for greener pastures, this “burnout pattern” follows them around from one job to the next.But there's good news . . .Self-automation can become your advantage as well.And it's all laid out in the newest book from Michael Hyatt & Company, No-Fail Habits.No-Fail Habits reveals how you can permanently drop habits that don't serve you.You'll also discover how to identify negative triggers and replace them with actions, habits, and rituals that free your time and give you the mental space for deep work—the fertile soil of accomplishment.No-Fail Habits is the blueprint for leveraging habits to build a life of success at work and in your personal life. No-Fail Habits will help you achieve more than you ever thought possible.
Cracking the Code: The Winning Ryder Cup Strategy: Make It Work for You
Paul Azinger - 2010
. . a group-dynamic philosophy with lessons for golf and beyond.”With only three wins in twenty-five years for the United States Ryder Cup team, 2008 captain Paul Azinger employed a management style that focused on building strong relationships among the players. The resulting team won with the largest U.S. margin of victory in almost three decades.In Cracking the Code, Azinger and management consultant Ron Braund share the team-building philosophy that helped win the Ryder Cup and can work for you.
How an iPhone Made Me the Youngest Billionaairee
K SARAFF - 2015
Based on a true story where the author incurs many failures in life but believes that failure comes to those who deserve something bigger. He continuously fails in many entrepreneurial ventures but his attitude towards great sayings keeps him going. Despite not having the best of qualifications, he defies the rule and the common notion that only qualified make it large. Common beliefs of the masses have been challenged at every point.The mention of the business ventures he undertakes while in college and the problems solved by his early philosophical knowledge. Despite being discouraged by the non-entrepreneurial environment, he dares to rise against the wind. He has done something worth writing and written something worth reading! "Awesome book. Very well written. I recommend this book to every teenager as it would surely transform their lives and it will help them to create opportunities for themselves. We need young entrepreneurs in India."- Verified Purchase on Amazon.in"Amazing book.. i have no words in praise of this book..everyone should read this.. must read for everyone..i assure you, this will change your life.." Verified Purchase on Amazon.inAbout The AuthorK Sraff is an entrepreneur. He has undertaken various profit, non-profit ventures, most of which have been mentioned in the book. He has highlighted on a philosophy that "When you help others, the universe conspires to help you...!" which also sets the core theme of the book. How an iPhone Made Me the Youngest Billionaairee has sold thousands of copies in India and abroad. Widely appreciated with over 200+ ratings in Goodreads, 100+ reviews on Amazon. The book speaks not just about dreams, change, but urges the readers to implement what they conceive!
The Case of the Bonsai Manager: Lessons from Nature on Growing
R. Gopalakrishnan - 2009
Will take 25-35 days
Adaptability: The Art of Winning in an Age of Uncertainty
Max McKeown - 2012
Strategy and innovation expert, Max McKeown, draws on millions of years of evolution to create a practical and strategic set of rules which take adaption from an involuntary coping strategy to a deliberate winning strategy.To show how adaptability works McKeown looks at a rich set of examples, problems and situations. He includes the 15-year old geneticist working from his basement, and the Italian town that said no to seemingly inevitable change. Along the way, he visits the adaptation of Western technology to the social structures of sub-Saharan Africa and explores how quantum games may solve the world's trickiest problems. He looks inside global corporations like Starbucks, Netflix and McDonald's to see how they flirt with extinction, create internal barriers to adaptation, and adapt to transcend their situation.Adaptability proves that innovation is important but not enough. Strategy, branding, marketing and operations are all useful, but insufficient. And highlights that the ability to adapt smarter and faster than the situation changes is what makes the powerful difference between adapting to cope and adapting to win.
Disrupt and Conquer: How TTK Prestige Became a Billion-Dollar Business
T.T. Jagannathan - 2018
Krishnamachari, who later became a Union minister and held the portfolios of finance, industry and commerce for close to fifteen years.In this book, the current chairman T.T. Jagannathan, along with Sandhya Mendonca, takes us through the journey of this extraordinary company which fought off bankruptcy and rose like a phoenix to become a highly profitable, successful entity.What makes this story all the more startling is that T.T. Jagannathan is an accidental and reluctant businessman. He came into the profession very unexpectedly, and without any preparation, with neither an MBA nor having ever worked in the family business before having its very survival entrusted to him.Like a phoenix, the Group and its constituent companies, have risen from the ashes, many times over, to stand tall and proud. This is the story of a journey that began with early success and experienced catastrophic disasters, and set about turning its fortunes around in stunning comebacks, time and again.With invaluable business lessons, decades of experience and innovation distilled in these pages, Disrupt and Conquer is a must-read for aspiring entrepreneurs, executives and business leaders.
Favre for the Record
Brett Favre - 1997
Born the son of an indomitable high school football coach in hardscrabble Kiln, Mississippi, Favre has gone on to become the NFL's most valuable player two years running (a feat equaled only by the legendary Joe Montana) and, after twenty-nine years, has brought the Lombardi Trophy back to Green Bay, Wisconsin. Favre has also paid dearly for his devotion to the brutal game of professional football. Priding himself on his ability to withstand incredible levels of physical pain and to continue playing when most players would head to the sidelines, Favre admitted last year to a dependency on Vicodin pain killers. But he faced his problem like he faces opposing defensive linemen, head-on, and voluntarily admitted himself into the Menninger Clinic in Topeka, Kansas for drug counseling. In Favre, Brett shares portions of his daily journal written during treatment and will reveal just what it took to break a debilitating habit. In the end, readers will be inspired by this small town son's sacrifice and struggle to make it to the NFL, his unwavering commitment to honor his profession, and his perseverance to realize his dream on his own terms.
Everyman's War
Raghu Raman - 2013
Defence, internal security and terrorism are important yet closely guarded issues. Even as outrage over safety of women and rising terror take centrestage, there continues to be limited access to information on the subjects of national defence and security - especially in a language that a layman can understand. Raghu Raman, an expert on security and terrorism, presents issues of defence, strategy and national security in an engaging narrative, with historical and contemporary examples. He recalibrates the great ‘India rising’ story with its real and present dangers and the role of a regular citizen in this everyman’s war.
The Art of Being Rational : Charlie Munger
Oxana Dubrovina - 2019
Find out what he has to say! Charlie Munger is one of the most successful businessmen in the world. He is worth more than a billion dollars and has spent his career not only honing his own business decision-making abilities but also teaching others to do the same. Now, all of his wisdom and insight into wealth management is collected in one place. Author Oxana Dubrovina wants to give you a crash course in Munger’s life-changing philosophy. This success self-help guide and motivational biography will put you on the road to a bright financial future by using Munger, as well as other inspirational leaders like Benjamin Franklin, Lee Kuan Yew, and even Jesus Christ, to illustrate important messages about how to live a good, honest, and successful life.
Tesla Motors: How Elon Musk and Company Made Electric Cars Cool, and Sparked the Next Tech Revolution
Charles Morris - 2014
The most trusted sources in the auto industry have called its Model S the most advanced, safest and best-performing car ever built - and it doesn’t use a drop of gasoline. Tesla has changed the way the public perceives electric vehicles, and inspired the major automakers to revive their own dormant efforts to sell EVs. However, even amidst the avalanche of media coverage that followed the triumph of the Model S, few have grasped the true significance of what is happening. Tesla has redefined the automobile, sparked a new wave of innovation comparable to the internet and mobile computing revolutions, and unleashed forces that will transform not just the auto industry, but every aspect of society. The Tesla story is one part of an ongoing tide of change driven by the use of information technology to eliminate “friction” such as geographic distance, middlemen and outdated regulations. Tesla is simply applying the new order to the auto industry, but the automobile is such a pervasive influence in our lives that redefining how it is designed, built, driven and sold will have sweeping effects in unexpected areas. Just as Tesla built the Model S as an electric vehicle “from the ground up,” it has taken an outsider’s approach to the way it markets its cars. Its direct sales model has drawn legal challenges from entrenched auto dealers, who fear that their outdated business model will be destroyed. Its systems approach to the software and electronics in its cars has highlighted how far behind the technological times the major automakers are. It’s easy to see why readers find Tesla irresistible. CEO Elon Musk is a superstar entrepreneur, a “nauseatingly pro-US” immigrant and the leader of two other cutting-edge companies. Tesla dares to challenge the establishment behemoths and, so far at least, has handily beaten them at their own game. In this history of the 21st century’s most exciting startup, Charles Morris begins with a brief history of EVs and a biography of Tesla’s driving force, Elon Musk. He then details the history of the company, told in the words of the Silicon Valley entrepreneurs who made it happen. There are many fascinating stories here: Martin Eberhard’s realization that there were many like himself, who loved fast cars but wanted to help the environment and bring about the post-oil age; the freewheeling first days, reminiscent of the early internet era; the incredible ingenuity of the team who built the Roadster; Tesla’s near-death experience and miraculous resurrection; the spiteful split between the company’s larger-than-life leaders; the gloves-off battles with hostile media such as Top Gear and the New York Times; and the media’s ironic about-face when the magnificent Model S won the industry’s highest honors, and naysayers became cheerleaders overnight. And the story is just beginning: Tesla has breathtakingly ambitious plans for the future.This book was updated May 1, 2015 to include the latest on the Gigafactory and the D package.