Loading the content...
Navigation
Account

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.

Related Products

Quick View

The Coaching Book

Coaching is an art, but it's far easier said than done. It takes courage to ask a question rather than offer up advice, provide an  answer or unleash a solution. Giving another person the opportunity to find their own way, make their own mistakes, and create their own wisdom is both brave and vulnerable. Emotional intelligence can help leaders and coaches recognize how attitudes – both their own and those of the people they coach –prevent individuals from reaching their potential. 

In this practical and inspiring book, EQ qualified trainer and coach Nicole Soames teaches you how to develop a coaching mind-set, recognize who and when you should coach, adopt a disciplines approach to coaching, learn how to manage the coaching conversation and give and receive feedback so that you can embed new ways of working. This is a fresh and innovative take on the traditional, how-to coaching manual.

Author: Nicole Soames

 
£9.99 Add to basket
Quick View

Business Mum

This book provides a practical, three-step plan for women who want to create a life where running your own business and having a family does not exclude one another. The author – a “business mum” herself – prepares mothers for the potential obstacles they will face when starting and running a business, and provides tools and advice to help overcome them. Moreover, through the stories of 10 successful self-employed mums, the book demonstrates it is possible to create a happy and well-balanced life. By using your strengths and resources correctly, and daring to follow your heart, there is every possibility of becoming a good mum and successful businesswoman. Author: Christine Gouchault Publisher: LID Publishing ISBN: 978-1-911498-98-8 FORMAT: 216x138mm Bookbinding: Paperback with flaps Number of pages: 256  
£12.99 Add to basket
New! Quick View

The Recognition Book

A powerful tool for anyone in employment, no matter what their field, The Recognition Book examines the traits, behaviors, and skills fundamental to doing an excellent job an demonstrates how to shine in today's competitive corporate world. Packed with case studies, practical tools, techniques, hint and tips, the book is a useful reference guide for all. This unique and engaging book is essential reading for anyone wanting to stand out from the crowd and become the model employee. Whether you work for a multi-national or small business, whether you have just started your career or you're a seasoned executive, this guide will help you develop and hone all the attributes that make you invaluable to your employer. Author:  Paul F. Warriner Publisher: LID Publishing ISBN: 978-1-911498-88-9 FORMAT: 180x120mm Bookbinding: Hardback Number of pages: 128  
£9.99 Add to basket
New! Quick View

The Engagement Revolution

How engaged are your employees, really? Companies talk about ‘employee engagement’ and they accept its importance, yet strangely, they adopt out-dated methods when analysing and measuring this engagement. A leading engagement expert offers a new framework for taking the genuine pulse of a company – so that leaders and management can truly understand how their people are feeling and know what actions to take that result in better performance. Based on making results instantly and transparently available, and then determining with employees the real factors that lie within their feelings, managers can more easily assess the way they need to approach an issue. If, as the cliché goes, ‘people are a company’s greatest asset’, then ensuring their close engagement is essential for any company. This book argues powerfully for a radical new approach to employee engagement, based on understanding the minds and emotions of the people who work in organizations.

Author: Matt Stephens

£12.99 Add to basket
Quick View

The Heartbeat of Excellence

The world is exhibiting the urgent need for sustainable change. In his first book, Curt Blattner introduces a new approach fit for the modern workforce which encourages sustainable interactive leadership – placing the dialogue between leaders and teams at the centre of development. Based on his experiences in leading positions of the international retail giant, Nestlé, Blattner shares his stories and the model used to support the globally successful coffee retailer. Blattner draws influence from the Swiss direct democratic governance and non-hierarchical politics and applies them to leadership to sustainably create high-performing teams for the future. The Heartbeat of Excellence offers a detailed alternative to changing culture for anybody to understand and follow fostering a human process with Emerging Change, creating high performing human relations, and consequently installing change sustainably, the Swiss Way.

Author: Curt Blattner

 
£12.99 Add to basket
New! Quick View

The Five Principles of Performance Thinking

When it comes to performance, great businesses and impressive individuals do more than simply deliver their numbers. They also engage with us; they make a human connection; a great performance moves us in some fundamental way. Great companies, great teams, and great individuals are defined y a wider set of abilities that create extraordinary levels of performance. This book explores the mindsets and techniques used by top performing artists and adapts these for the creation and delivery of great business performance. Based on five core principles - 'Adopt the Artistic Mindset', 'Build Connected Ensembles', 'Create Compelling Narrative', 'Rehearse Creatively', 'Deliver Brilliant Performances' - the authors bring together unique perspectives and methods for anyone in business who wants to excel in their work and career. Author: Jonathan Gifford & Mark Powell ISBN: 978-1-912555-13-0 FORMAT: 216 x 138mm Bookbinding: Paperback with flaps Number of pages: 224  
£12.99 Add to basket
Quick View

The Project Revolution

Every aspect of our lives is becoming a set of projects. The speed of change witnessed in the past decade has radically affected the way we organize and manage our companies and work. Many of the traditional activities in organizations will soon be carried out by automation and robots. In this new landscape, projects are becoming the essential model to create value. In short, we are witnessing the rise of the project economy. Leading projects thinker Antonio Nieto-Rodriguez explains the reasons behind, and the tremendous consequences, that this unnoticed disruption is having in our lives. He looks at how some leading companies, governments, schools, and universities have already embraced projects as the way to deliver on their strategy and ambitions. Ultimately, this book explains how individuals and companies can develop the competencies required to transform and thrive in the new digital and project-driven economy. Author: Antonio Nieto-Rodriguez Publisher: LID Publishing ISBN: 978-1-911498-99-5 FORMAT: 234x156mm Bookbinding: Hardback Number of pages: 256  
£19.99 Add to basket
Quick View

Next Is Now

Are you open to change? Are you aware of how much change your organisation is facing in the future? The simple truth is that business environments are under constant change, becoming more complex, volatile, and unpredictable day-by-day. Having the ability to prepare and plan for change and not just adapt to it is the only way one can survive in both business and in life. Yet countless studies tell us how difficult it is for individuals and organizations to change. Why? Because change creates an identity crisis which threatens our self-esteem, our sense of financial security and our belief systems. In this book, author Lior Arussy explores the reasons why we resist change and how to develop a new competence; change resilience. The book provides a step-by-step guide to help us approach change from a point of strength. Through vivid examples involving organizations ranging from Mercedes-Benz, Disney, Kia, Kennedy Center, Zappos, and other Fortune 500 companies, Arussy presents his proven methodology to improve `change resilience' and help leaders and their employees embrace change with passion and excitement for business success. Author: Lior Arussy Publisher: LID Publishing ISBN: 978-1-912555-24-6 FORMAT: 234 x 156mm Bookbinding: Paperback Number of pages: 256 Read a sample chapter  
£12.99 Add to basket
New! Quick View

The Reputation Book

We are witnessing the new age of empowered customers, armed with online reviews, five-star ratings and social media, never has it been more important to manage your reputation and referrals.This book is for anyone who wants to systematically build their reputation and increase their referral sales whilst delivering a consistent and continually improving customer experience. Put together in a simple, clear, no nonsense way, with step by step instructions on what to do along the journey. The information is based on over 10 years coaching, advisory and training experience in the area of feedback, customer experience and referrals, and all the advice is underpinned by real life experience and examples ...and continued doses of common sense!
Author: Guy Arnold & Russell Wood Publisher: LID Publishing ISBN:978-1-911498-40-7 FORMAT: 180x120mm Bookbinding: Hardback Number of pages: 128 pp
£9.99 Add to basket
Back to top