Winning Behavior: What the Smartest, Most Successful Companies Do Differently

Bacon, Terry R.,Pugh, David G.

ISBN 10: 0814471633 / ISBN 13: 9780814471630

Edité par Amacom Books, 2003

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Titre : Winning Behavior: What the Smartest, Most ...

Éditeur : Amacom Books

Date d'édition : 2003

Reliure : hardcover

Etat : Very Good

A propos de ce titre

Synopsis :

"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.

À propos de l?auteur:

Authors are cofounders and, respectively, president and executive vice president of Lore International Institute, a leading training and consulting firm.