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!
How to increase your company’s chances of success in the future.
A highly original and significant perspective on why some companies are more successful than most.
The approach is based on the authors’deep work with some of the world’s leading companies.
A contrarian approach that goes against the grain of much of today’s current management thinking.
An important management book for all business executives, especially in today’s intensely competitive and changing business environment.
Publisher: LID Publishing
Number of pages: 128 pp
Guy is the published author of Great or Poor, and Sales through Service. He works with Business Advice Organisations, offering simple and hugely powerful guidance as well as referrals and reputation sales.
Russell is a professional trainer and business advisor for SME, national, FTSE 100 and private companies working in B2C and B2B environments.
This book is refreshingly jargon free, and it has given me a new approach as to how to build on reputation and gain referral-based business.
Rolf Nielsen, Director, Nielsen Business Services
If you adopt only 10% of this book’s message, you will increase your shareholder value by 100%.
Robert Warner, Portfolio FD, The FD Centre
If you want to build business through reputation and referrals, look no further: this book sets out the clear principles that you need to comply with, and gives you the tools you need to apply them to your organisation.
Maintaining performance today is no longer simply about having an annual appraisal and telling employees “you must try harder”. Research demonstrates that regular discussions about performance and providing feedback to the people you manage is a more effective way to motivate them and keep them on track. Distilled into this single, handy-sized volume are 50 tips, advice and techniques to help any manager become quickly skilled at regularly discussing performance, setting goals and objectives and providing the necessary feedback to ensure individuals and teams thrive in the company. Structured into five key parts, each of the 50 concise chapters also contains a practical exercise to help the reader understand and implement the concepts and ideas of this book.
This is the autobiography of one of the most influential management consultants of recent times. Herbert Henzler grew up in the German village of Neckarhausen during the Second World War. Starting his career as a sales apprentice with Shell, he went on to study at the universities of Saarland, Ludwig-Maximillian and California, Berkeley, where he received his PhD in economics.
In 1970, Henzler accepted an offer to join McKinsey & Company, a rapidly growing firm that would eventually become the world’s leading consultancy group. Working in its German office, Henzler quickly rose to Partner in 1975 and then Director in 1978. His spectacular rise continued when, in 1985, Henzler became head of McKinsey’s German office and one of the most powerful management consultants in the world. Honest and at times direct, this book provides a rare insight into the world of management consultancy and how one man made it to the top by constantly pushing the boundaries.
China's economic rise and influence has been one of the most significant developments in the global economy of recent times. A driving force behind this expansion has been the private entrepreneurs and companies of China, some of which have literally redefined the economic and business landscape, both inside and outside of China. Jack Ma (Ma Yun) is one such entrepreneur. Together with his company, Alibaba, Ma has become one of the giants of the Internet world and Alibaba, one of the world's largest e-commerce platforms. This book presents Ma's experiences, entrepreneurial career and the whole process of Alibaba's creation. The authors show how Ma subverted traditions and built Alibaba into a behemoth, that set a world record as the largest public stock offering ever during its IPO in New York in 2014.
This book explores and demonstrates the transformative learning experiences that organizations and their leaders can derive from the arts. It is through the arts that we have always explored our humanity: through dance and music; art and sculpture; theatre and poetry. The arts allow us to explore our own selves and our relationship to others and to the world around us. This central role of the arts is commonly accepted in everyday life, but the implications of this are not typically extended to the world of business.The authors argues strongly that, to the contrary, the methodologies and approaches that are fundamental to performing artists of all kinds can provide exactly the kind of inspirational, people-centred and performance-related techniques that are missing from much of the typically mechanistic, systems-based and process-driven training and development of managers and executives. Technical proficiency and expertise are not enough to deliver an award-winning result; what enables a truly outstanding performance is the elusive but entirely recognizable element of artistry – the spark that transforms a technically good performance into something extraordinary.
What makes a great salesperson? What beliefs, attitudes and behaviours are linked to being a top performer? What impact does culture, industry and sales context have? And does a formal sales methodology or process make a difference?
This book is for any sales professional, or indeed anyone involved in the sales process of their company, who wants to learn the secrets of successful selling. Based on interviews and analysis (qualitative and quantitative) of 300 of the world’s leading salespeople, across a mix of industries, cultures and context, the authors present the most rigorous evaluation of how salespeople behave and how they are driven. In doing so, they reveal the secret code behind consistent and high-level success in sales.
Authors: Ian Mills, Mark Ridley, Ben Laker & Tim Chapman
In 2012, the Chinese company Huawei Technologies overtook Ericsson to become the world’s largest telecommunications equipment manufacturer, firmly establishing itself on the world business map. Today, it has over 170,000 employees worldwide and in 2014 the company generated a remarkable profit of $5.5 billion.
Whilst research and development and the technology that results from it are core drivers of Huawei’s success, the company’s amazing growth is also determined by its human resource strategy. This is based on a “customer-first” attitude, the belief that obtaining opportunities is through hard work and, above all, “a dedication to do the best in anything we do”. How Huawei promotes this dedication amongst its workforce is the subject of this important book. Through original incentive systems, employee ownership and the mentality to act like a boss, Huawei has managed to create a culture of dedication that has become the bedrock of its growth today.
Today, we live and do business in a world where society gathers knowledge faster than it gathers wisdom. It is a world of continuous revolution and change. Those who manage to find, structure and exploit the power of "Wild Knowledge" - ie, the untamed data, learnings and experiences that flourish in our lives and minds - will come out the winners. In combination, we need to develop our ability to understand and judge which aspects of that knowledge are applicable to business and life in general. This is the so-called "Vicious Wisdom" which will force you to unlearn, to choose an approach of unthinking, in order to reach a deeper understanding, meaning and reason in your quest to find new and different solutions. This book, written by a leading futurist/philosopher, presents a powerful and radical approach to thinking about and solving our future lives and businesses.
In a quest to maintain market position and improve profits in today’s fast-paced, competitive market place, organizations need to become more and more customer driven. A customer-driven organization maintains a base of loyal customers by recognizing that customer service and product quality are fundamental to maintaining a competitive advantage. These organizations have incredibly strong, inspirational and charismatic leaders with strong culture and behavioural norms or even rules that guide everyone how to function within the organization. They think that their way is the only way!
This book explains how the environment and culture created in some of the world’s greatest customer-focused companies resembles the mindset created by a cult. It is by understanding the “anatomy” of such companies that we, too, can embark upon a journey of customer excellence within our companies.
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.
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