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Inhaltsangabe
Book by Bacon PhD Terry R Pugh David G
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Reseña del editor
"Winning Behavior" gives companies a new way to increase business: by "outbehaving" rivals so that customers see a positive behavioral difference at every customer touchpoint - from product development and branding to bids and proposals, service, and much more. It is this company-wide Behavioral Differentiation that breeds lasting customer loyalty by allowing any company to distinguish itself from competitors in a tough, crowded market. "Winning Behavior" will prove to be a landmark book in the literature on customer service and customer relationship management: there has never been a book on Behavioral Differentiation before, but readers will see its potential in the results of the blue-ribbon organizations that practice it.This title is packed with eye-opening case histories and examples: Ritz-Carlton Harley-Davidson Enterprise Rent-a-Car Wal-Mart. It features exclusive interviews with high-profile executives including: George Zimmer (Men's Wearhouse) Hans-Olof Olssen (Volvo) Piers Marmion (Heidrick & Struggles) and others.
Biografía del autor
Authors are cofounders and, respectively, president and executive vice president of Lore International Institute, a leading training and consulting firm.
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- VerlagAmacom
- Erscheinungsdatum2003
- ISBN 10 0814471633
- ISBN 13 9780814471630
- EinbandTapa dura
- Anzahl der Seiten368
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