Navigation

No products in the cart.

The Cult of Service Excellence

Return to Previous Page
Description

Description

The essential guide to achieving devout and loyal customers.
● In today’s highly competitive economy, organizations need to focus on being customer-driven.
● Based on the author’s extensive experience, the book explains how to build a customer-driven culture.
● Insightful analyses on what makes customer-driven organizations really tick.
● Author is an excellent self-promoter – extensive coverage in business media and social platforms.

Book Details

  • Publisher: LID Publishing
  • ISBN: 978-1-910649-54-1
  • FORMAT: 216 x 138mm
  • Bookbinding: Paperback
  • 224p

Author

Oke Eleazu, is the Managing Director of the consulting company, Think Outside In. Oke has held several senior roles in major organizations all centered on improving the experience of customers, most recently as Director of Customer Service Strategy for Sainsbury’s.

 

Reviews (0)

Reviews

There are no reviews yet.

Be the first to review “The Cult of Service Excellence”

Related Products

Coaching Excellence Quick View

Coaching Excellence

Best practices in business

The best techniques and practices to become an excellent business coach.
● Written by two of the leading practitioners and thinkers in business coaching today.
● Coachiing is one of the most used techniques in business today to help individuals fulfil their potential.
● The book is built around 12 real - life case studies and ex amines how coaching techniques were used successfully.
● Aimed at general managers, HR managers, trainers and professional business coaches.
Author: Sylviane Cannio and Viviane Laune  
£16.99 Add to basket
Quick View

Brands and Rousers

How is it that some brands and companies manage to last decades, fending off crises and turbulence and continuing to prosper, while others fail? What does it take to achieve sustainable value and success? In this timely and important book, Luis Gallardo argues that executives and managers not only have to think holistically (in terms of strategy, structure and operations), but also act personally (to become “rousers”) if they are to succeed in these ever-changing times. As a manager, you have to engage and people, from top to bottom, and provide an understanding of the company’s mission and brand. As well as taking a broad, systems approach, you have to rouse (ignite and excite) the people in your organisation in order to make things happen. This balance between strategy and tactics, big picture and detail, planning and action, corporate direction and personal responsibility is the key to progress and resilience for your company in today’s turbulent times.  

Author:  Luis Gallardo

 
£18.99 Add to basket
New! Quick View

Crowdfunding Intelligence

Crowdfunding’s time has arrived! Through the power of the Internet, it represents one of the most exhilarating ways to raise investment funds for your dream project

It enables you to get exposure in the public domain and can mean a seal of approval being given to your ideas by the masses. Developed from crowdsourcing – where people get together to generate ideas and solve problems – crowdfunding is an extension of this, only now the crowd add money (funding) to a project. It offers investment solutions to project needs in all sorts of fields, from apps to zoos.

This book provides unrivalled explanations and frameworks to help any entrepreneur or business to prepare and execute a successful crowdfunding campaign and raise the capital they need. It contains expert insights and advice from the major players in the sector, including the leading crowdfunding sites, on how success can be achieved.

Author: Chris Buckingham

 
£19.99 Add to basket
The Wisdom of Oz Quick View

The Wisdom of Oz

The Road to Motivation, Courage and Talent

Dorothy’s life-changing adventure begins when she joins the Oz Company, New York’s largest and best-known advertising agency. There she learns the power of teamwork, the role of communication, and other key values and skills that helps her to advance in her job. During her time in the Big Apple, Dorothy encounters Miss Toto, Frank Wizard, Mrs East and Heidi North and other characters who either help or hinder Dorothy on her way to personal growth. Based on the famous Wizard of Oz, this inspiring business fable provides important lessons on how to take hold of the reins of our lives and move forward.

Author: Ruben Turienzo  
£9.99 Add to basket
Quick View

How to Win a War

What can WWII teach us?

Is it possible to see Hitler as an efficient manager? What would today’s business schools have to say about Churchill’s management style? What was going though the minds of leaders when they took decisions that led to thousands of deaths? How did they manage the resultant stress? What strategies were adopted to win battles and campaigns?

This book is a history of WWII seen from a completely different perspective – that of the businessperson. During 1939-45, “managers” of a different kind were facing immense challenges – an unprecedented crisis, struggle for world markets, new technologies being used on a mass scale. How they coped and succeeded during this period offers unique and valuable lessons for today’s business managers and executives. In doing so, the author analyses WWII’s most famous campaigns, including Barbarossa, Stalingrad, D-Day and Pearl Harbour. Author: Ignacio Gonzalez-Posasa  
£14.99 Add to basket
Quick View

Management Design

Managing People and Organizations in Turbulent Times

Authors: Lukas Michel and Thomas Kupferschmied This book will help managers to gain a better perspective of their businesses and key activities and it will be a valuable tool for managing companies and people in these everchanging and turbulent times.  
£19.99 Add to basket
Quick View

The Board Game

Survival and success as a company board member

Authors: Brian Scanlon and Stephen Schneider
A manual for surviving and succeeding in today’s company boardroom.
● Essential advice and tips for new and current board members.
● Based on the author’s vast experience of coaching and mentoring executives from various industries.
● Analyses the pitfalls and traps of the company boardroom and how they can be avoided.
 
£15.99 Add to basket
Quick View

Corporate Reputation

Reputation is a strategic asset for all companies. Businesses with a good reputation are able to stand out, attracting the attention of investors and retaining the loyalty of customers and employees.

“Reputation” can be somewhat of a vague form, but this book provides measurement tools and models for rigorous management of a company’s reputation. Written by three leading practitioners and thinkers, this is a definitive and modern handbook to help companies and executives manage their corporate reputation and brand in today’s highly competitive

Author: Angel Alloza, Enrique Carreras & Ana Carreras

 
£19.99 Add to basket
Quick View

The 31 Practices

Every company has its own values and brand which it wants its customers and clients to engage with and develop loyalty to.

At the same time, research shows that 70% of customers’ brand perception is determined by their experience with the company’s employees. Moreover, 41% of customers are loyal because of good employee attitude.

This book shows how companies can translate their values and brand into the daily practices and behaviour of their employees, especially those who must deal directly with customers. Drawing its principles from psychology, sociology, philosophy, neuroscience and leadership, the 31 Practices method has been successfully adopted by large and small companies around the world, and has been responsible for significantly enhancing customer satisfaction and loyalty.

Author: Alan Williams & Alison Whybrow

 
£16.99 Add to basket
New! Quick View

Enabling Collaboration

As we are all aware, collaboration is “the name of the game” in business and all kinds of organizations today. The world has become a complex web of interdependent actors—some are competing, while others are learning to collaborate in new and innovative ways by establishing, strategic partnerships and establishing networks of ecosystem partners to create new opportunities, bring innovative products and services to market, continuously re-invent themselves and help solve some of the world’s most difficult problems. Those that collaborate in this way are entering new stages of formation and complexity through digital reinvention, ecosystem design, multi-stakeholder programs and social innovation. Because of the complexity of the collaboration, the number of actors involved and opportunities missed if no time is spent to innovate and co-create. More importantly, collaboration requires groups to get to know each other from a psychosocial perspective to build the collective muscle to communicate clearly and authentically, learn together and cut away what is not relevant for success. Once they have developed the collaboration structure, operating principles and values, social contracts and culture, they will have also built the collaboration capability to tackle the more difficult final negotiations pieces, not to mention the fact they know what is left to negotiate. It only makes sense that all businesses combinations that require collaboration have a concordant process and method to guide their success. Enabling Collaboration – Achieving Success through Strategic Alliances and Partnerships provides practitioners interested in forming all kinds of collaborations a practical roadmap and methodology to do just that. Help create the structures, processes and opportunities that arise from collaborative approaches to organizational and societal success. Author: Martin Echavarria   
£19.99 Add to basket
Back to top