Author: Joseph Michelli
Publisher: McGraw Hill Professional
Release Date: 2011-10-07
Genre: Business & Economics
Make every day a WOW day for your customers, your staff—and your bottom line! “In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic.” —Eric Ryan, method cofounder and person against dirty “If you’re looking for an inspirational path for creating a likable, trustworthy, and wow! organization, you’ve hit the mother lode.” —Guy Kawasaki, former chief evangelist of Apple and author of Enchantment: The Art of Changing Hearts, Minds, and Actions “This book provides a roadmap to a successful business by taking inspiration and examples from one of the most innovative, progressive companies of our time. Don’t just read it; use it.” —Tony Hawk, professional skateboarder and author of HAWK —Occupation: Skateboarder and How Did I Get Here? The Ascent of an Unlikely CEO “Thanks to Joseph Michelli, you can learn exactly how Zappos hit it big and how you can too. By using the five principles Joseph has distilled, you can supercharge your efforts and start down the path to legendary success.” —Mark Sanborn, President, Sanborn & Associates, Inc., and author of The Fred Factor and You Don’t Need a Title to Be a Leader “Often, business owners look at media darlings like Zappos with their mouths agape, full of awe but unable to take action. For those eager to do more than watch, Joseph Michelli deconstructs the Zappos story and makes it attainable.” —Seth Godin, author of Poke the Box About the Book: ZAPPOS. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives. Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it—and how you can do it in your industry. The Zappos Experience takes you through—and beyond—the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-today basis while providing the “big picture” leadership methods that have earned the company $1 billion in annual gross sales during the last ten years—with almost no advertising. Michelli breaks the approach down into five key elements: Serve a Perfect Fit—create bedrock company values Make it Effortlessly Swift—deliver a customer experience with ease Step into the Personal—connect with customers authentically S T R E T C H—grow people and products Play to Win—play hard, work harder When you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders. Now that strategy is yours. With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.
Author: Adrian Swinscoe
Publisher: Pearson UK
Release Date: 2016-04-13
Genre: Business & Economics
Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business. Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more. Don’t let your business fall behind, look inside and take your customer experience to the next level. “Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth.” Keith Lewis, COO, Matchtech Group plc “At last – a book that provides practical ways of delivering the superior experience that today’s customers demand.” Olivier Njamfa, Co-Founder and CEO of customer experience software company Eptica
Zappos redefined online shopping when it came on the scene in 1999, founded by Nick Swinmurn and Tony Hsieh. Their savvy approach to customer service and determination to keep their employees happy has resulted in Zappos becoming a mutimillion dollar company. This volume is not only an intriguing modern history of an empire, it's a valuable resource for future Internet entrepreneurs.
Author: Sharon D. Kruse
Publisher: Taylor & Francis
Release Date: 2018
A Case Study Approach to Educational Leadership takes on six core areas of school leadership—organizational vision; curriculum, instruction, and assessment; school and external community; school climate and culture; equity; and improvement, innovation, and reform. Using a case learning approach, this volume introduces salient theoretical and empirical literature in each core area and provides illustrative cases designed for individual and group analysis. Written for aspiring educational leaders, this book facilitates the discussion and reflection of individual and collective professional judgment and helps developing leaders make sense of the challenges school leaders face today.Discussion Questions foster reflection of content and practical applicationsFeatured Cases direct readers toward the issues of practice embedded within the theoretical content area Leadership Activities and Web-Based Resources support leaders in making further connections to practiceLinkage to relevant Professional Standards for Educational Leaders (PSEL) standards ground each chapter in the latest guidelines for the fieldSpecial Features.
Author: Daniel King
Publisher: Oxford University Press
Release Date: 2016-05-19
Organizational behaviour affects all of us, every single day. But do your students struggle to see the subject's relevance? Do they have difficulty going beyond its most commonplace theories? Do they wonder how it will help them in their future career? Then take a step into the lobby of Junction Hotel! We follow the experiences of its managers and employees as a new consortium tries to rebuild the success of a once-great establishment that has fallen on hard times. This fictional running case study helps students see how theory translates into practice in a familiar setting. For example, what kind of leadership styles do the new management team use? Are personality tests any use for hiring new staff for the gym? How do the staff on the receiving end of various management techniques feel and react? Follow the management dilemmas faced, and the techniques employed with varying rates of success, by a wide range of characters. The running case is interwoven throughout the book, encouraging students to make links between the different topic areas and gain a holistic view of organizational behaviour. The book covers all the core topics found on undergraduate modules, while also going a step further to consider alternative approaches and compare them with mainstream theories. Students are encouraged to develop a critical mindset and think about the context of the theories they come across and the values embedded within them. A wealth of real-life case studies, including those drawn from the public and not-for-profit sectors, bring the subject to life.Innovative on-page learning features link study and employability skills to the topics being discussed so students can apply theories from the book directly to their own lives and future careers. Interviews with students, employees and business leaders are included online, and show just how relevant organizational behaviour is to people's everyday lives. The real-life examples in the second edition have been augmented with new international and European examples in every chapter, and the book's Online Resource Centre now features seminar and group activities and a lecturer guide to help lecturers make full and effective use of the book and online material in their teaching. A unique, lively package makes this core reading for all business students taking an introductory module in organizational behaviour.
Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows readers how to: Align the business around a customer service mission * Make every employee a customer service agent * Create an environment in which exceptional service experiences can happen * Humanize customer service, virtually and in person * Find a way to say "yes" even when the answer is "no" * Ask fewer questions-and provide more answers * Use words that win customers * Empower employees to find innovative solutions * Learn from your critics * Exploit your customer's pain points, but never the customer * Allow for random acts of WOW-they're often the most memorable * And much more When it comes to service, satisfaction is a short-sighted goal. Follow the simple rules in this book and transform ordinary customers into lifelong fans.
Author: Joseph Michelli
Publisher: McGraw Hill Professional
Release Date: 2013-09-06
Genre: Business & Economics
Lead Your Business the Starbucks Way Foreword by Herve Humler, President and COO, The Ritz-Carlton Hotel Company, L.L.C. One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon--a result of the company’s exemplary leadership practices. Joseph Michelli, author of the Wall Street Journal, USA Today, and BusinessWeek bestseller The Starbucks Experience, explains that the international success of Starbucks begins with a promise: To inspire and nurture the human spirit--one person, one cup, and one neighborhood at a time. Michelli offers a perspective on the leadership principles that drove the iconic coffee company’s resurgence from serious setbacks during the economic downturn--one of the few true turnaround stories of this time. And the company continues to grow dramatically, entering new markets and channels with fresh products and technologies. In Leading the Starbucks Way, Michelli establishes five actionable principles that fuel long-term global sustainability at Starbucks and that can be used in any company, in any industry: Savor and Elevate Love to Be Loved Reach for Common Ground Mobilize the Connection Cherish and Challenge Your Legacy Leading the Starbucks Way is a penetrating look at the inner workings of one of today’s most successful brands. The company gave Michelli one-on-one access to a variety of employees (called partners) to write this book--from baristas to senior leaders, including Howard Schultz, chairman, president, and chief executive officer. In short, success is all about loving your product, loving your customers, and loving your employees. Sincerely. Without fail. Even in the face of business challenges. Praise for Leading the Starbucks Way “Michelli shows us how a small Seattle-based chain of coffee shops became one of the most beloved brands on the planet. So grab a cup of coffee, put your feet up, and read this book!” Ken Blanchard, coauthor of The One Minute Manager® and Leading at a Higher Level “Culture is everything! This fast-moving, fascinating book gives you countless practical ideas you can use immediately to create a company climate of inspiration and loyalty.” Brian Tracy, author of Full Engagement “Michelli identifies the principles by which Howard Schultz and his team passionately perform in a culture that loves, respects, and rewards suppliers, employees, customers, shareholders, and the community.” Robert Spector, author of The Nordstrom Way “Leading the Starbucks Way provides the key success factors of a lifestyle brand that is globally scaled, locally relevant, and powered by the passion of the Starbucks culture.” John Timmerman, PhD, Senior Strategist of Customer Experience and Innovation, Gallup "Organizational consultant Michelli serves up a new helping of the recipe for business success he offered in The Starbucks Experience." Kirkus Reviews