Senin, 12 Mei 2014

# Fee Download Win from Within: The Heart of Success and Significance, by Beverly Dru Lewis

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Win from Within: The Heart of Success and Significance, by Beverly Dru Lewis

Win from Within: The Heart of Success and Significance, by Beverly Dru Lewis



Win from Within: The Heart of Success and Significance, by Beverly Dru Lewis

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Win from Within: The Heart of Success and Significance, by Beverly Dru Lewis

Win from Within is a compilation of timeless principles and stories that offer deeply personal, authentic guidance to help you lead well. Sixteen keystones structure the book in such a way that it can be referenced as a guidebook and picked up for quick bursts of encouragement and focus. A small volume packed with tips to help you leverage the wisdom shared.

  • Sales Rank: #2403622 in Books
  • Published on: 2015-01-27
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.00" h x .23" w x 6.00" l, .32 pounds
  • Binding: Paperback
  • 102 pages

About the Author
Beverly Lewis is an Executive Trainer, Speaker, and Business Coach. She is the CEO (Chief Encouragement Officer) of BeverlySpeaks.com. Her first book is born out of 35 years of work with over 10,000 professionals, in-depth research on leadership, and lessons from her entrepreneurial ventures. Beverly lives in Florida with her husband of 36 years. They have three grown children and four grandchildren. In her words, she is rich in all the things money can’t buy.

Most helpful customer reviews

0 of 0 people found the following review helpful.
it is also for any person who would like to improve their social and listening skills
By Laura Galuppi
The title says it all. Beverly Lewis writes "Win from Within" in such an insightful and concise manner that it could be the one manual needed to start a new company. I am a retired business owner and I gained invaluable information about leadership and resolving conflict from reading this book. I'm making it my mission to convince my son to read it. This book is not just for the business owner, it is also for any person who would like to improve their social and listening skills. "Core Values and "Respect" are for everyone! Thank you Mrs. Lewis, you have a winner here and I look forward to reading your future books.

0 of 0 people found the following review helpful.
I loved this book
By Gena Livings
I loved this book! I found it easy to read and comprehend. Win From Within has so many helpful tools and principles that I can put to use in my own business and daily life. This book gives examples of real actions you can take to strengthen your leadership ability.

I have read so many business and leadership books that have spoken so much in the abstract that it was quite refreshing to read something to the contrary... real, concrete, actionable and practical ideas. Win From Within is a Winner all the Way!
~ Gena Livings

0 of 0 people found the following review helpful.
Beverly's main point is like finding that vein of gold - living well is ...
By Larry R. Tyler
This well thought out, written book is a "pocket guide" for successful, fruitful living. Beverly's main point is like finding that vein of gold - living well is an inside job. We live in a world that, in general, focuses all it's efforts, affection and attention on the outside, external world. Beverly takes us inside, inside our own hearts to reveal to us "what we value, we have access to" (the key point in the book for me in chapter 2) to show and guide us to BE-ing a better human being.

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> Download PDF Loveworks: How the world's top marketers make emotional connections to win in the marketpla, by Brian Sheehan

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Loveworks: How the world's top marketers make emotional connections to win in the marketpla, by Brian Sheehan

Loveworks: How the world's top marketers make emotional connections to win in the marketpla, by Brian Sheehan



Loveworks: How the world's top marketers make emotional connections to win in the marketpla, by Brian Sheehan

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Loveworks: How the world's top marketers make emotional connections to win in the marketpla, by Brian Sheehan

In 2004 Kevin Roberts wrote Lovemarks: the future beyond brands. It was admired by many as a breakthrough in marketing thinking but was also controversial because of its surprisingly obvious thesis: that emotional connections are at the heart of sustained relationships between producers, retailers, and consumers.
 
While many companies were using the language of war in their marketing (target, penetrate, ambush), Roberts was using the language of love (mystery, sensuality, intimacy). He explained in simple terms what people are often loath to admit: we make decisions with our emotions over our reason. Lovemarks described the journey by which brands could move from consumer respect based on intellect, to consumer love based on emotion—and in return gain "loyalty beyond reason." In 2010 Advertising Age magazine named Lovemarks one of their "ideas of the decade," while noting that the roadmap for brands to achieve Lovemark status was still not entirely clear.

Loveworks: How the world's top marketers make emotional connections to win in the marketplace adds to the original Lovemarks by showcasing real-world business examples and outlining the roadmaps followed by several world-renowned brands to achieve Lovemark status: Procter & Gamble, Toyota, Visa, General Mills, Miller, T-Mobile, and Lenovo are just a few examples of businesses winning in the marketplace through the application of the Lovemarks theory, maintaining laser-like focus on making and sustaining emotional connections with consumers. Loveworks features 20 case stories from clients and markets worldwide in widely varying categories. "My book shows that Lovemarks thinking works—anywhere, anytime. All it takes is having the brains to implement it, the guts to see it through, and an abiding faith in emotion as your compass," says Brian Sheehan.

  • Sales Rank: #476590 in Books
  • Published on: 2015-01-13
  • Released on: 2015-01-13
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.44" h x .63" w x 7.84" l, .81 pounds
  • Binding: Paperback
  • 192 pages

Most helpful customer reviews

1 of 1 people found the following review helpful.
An Inspiring Look at what Makes Customers Love a Brand
By Compay
Loveworks isn't exactly a how-to book on marketing, but it will absolutely offer the inspiration needed to excel in advertising. The core concept of the book isn't new: people make purchases based on their emotions, rather than logic. But Loveworks provides 20 case studies of how different companies were able to create amazing foundations of customer loyalty. The type of love for a brand that makes consumers look past premium pricing, ignore competitors, and maintain that support if a company makes mistakes.

The author spent 25 years working for one of the world's leading ad agencies. Which makes Loveworks a treasure chest of real-world examples of how businesses were able to successfully convert their target audience into diehard supporters. What's great about the case studies is that they're backed up with statistics which prove "Lovemarks" is more than just marketing theory. You're given a clear sense of what each company accomplished as the result of their Lovemarks-based advertising campaigns. And although the case studies all reference the author's former ad agency's (Saatchi & Saatchi) involvement in these campaigns, it doesn't come off as boasting or self-promotion.

Can you benefit from reading this book if you don't work for big brands like Nike, T-Mobile, Pampers, or Cheerios? Yes. Loveworks is concluded with a simple four-step process that can be applied to any business. Although the case studies all involve well-known brands, the main concept of Lovemarks can work for anyone, even small businesses that don't have a recognized brand. So even if you're familiar with advertising psychology and emotional appeal to customers, the case studies will inspire you, and open your eyes more on connecting with your audience.

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Minggu, 11 Mei 2014

! Download PDF Agile Innovation: The Revolutionary Approach to Accelerate Success, Inspire Engagement, and Ignite Creativity, by Langdon Morris, Moses Ma

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Agile Innovation: The Revolutionary Approach to Accelerate Success, Inspire Engagement, and Ignite Creativity, by Langdon Morris, Moses Ma



Agile Innovation: The Revolutionary Approach to Accelerate Success, Inspire Engagement, and Ignite Creativity, by Langdon Morris, Moses Ma

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Agile Innovation: The Revolutionary Approach to Accelerate Success, Inspire Engagement, and Ignite Creativity, by Langdon Morris, Moses Ma

Find your company's unique innovation style and nurture it into a powerful competitive advantage. Praised by business leaders worldwide, Agile Innovation is the authoritative guide to survival and success in today's "innovate or die" business world. This revolutionary approach combines the best of agile with the world's leading methods of innovation to present a crisp, articulate, and proven system for developing the breakthrough capabilities every organization must master to thrive today and tomorrow.You already know that effective innovation doesn't happen by accident-it is achieved by careful design. Agile Innovation addresses the three critical drivers of innovation success: accelerating the innovation process; reducing the risks inherent in innovation; and engaging your entire organization and your broader ecosystem in the innovation effort. The key frameworks described here build on the proven success of Agile to provide a comprehensive and customizable master-plan approach to sustained innovation improvement in the five critical performance areas: strategy, portfolio, process, culture, and infrastructure. Major topics include: the power of agile in the innovation process, how to overcome innovation risk, the best tools to evoke engagement and collaboration, branding as an integral element of innovation, and the best leadership skills and practices that create the special environment that enables transformative growth. Readers will learn specifically how to create better ideas, develop them more efficiently, and work together more profitably and effectively to achieve breakthroughs.The insights offered in this book are highlighted in 11 detailed case studies illustrating the world's best innovation practices at Wells Fargo, Nike, Volvo, Netflix, Southwest Airlines, NASA, The New York Times, and others in dozens of specific business examples, two dozen powerful and unique techniques and methods, and a full set of implementation guidelines to put these insights into practice.

  • Sales Rank: #60901 in Audible
  • Published on: 2015-01-26
  • Format: Unabridged
  • Original language: English
  • Running time: 675 minutes

Most helpful customer reviews

4 of 4 people found the following review helpful.
Are You Sufficiently Agile and Innovative to Survive and to Succeed?
By Thomas M. Loarie
Innovation and entrepreneurship are hot topics today. They are believed to be the key drivers of job growth, wealth, and market dominance. In "Agile Innovation," authors Landon Morris, Moses Ma, and Po Chi Wu add a new twist to innovation and entrepreneurship by adding another dimension, agile. Agile 1) accelerates the process to get maximum results in the least possible time, 2) reduces innovation and entrepreneurship risk while increasing performance, 3) promotes effective collaboration to unleash hidden genius, and 4) accelerates insights that lead to the making the right choices.

(The authors address innovation and entrepreneurship collectively and do not distinguish between them in the book. See Clifton and Badal's "Entrepreneurial Strengthsfinder" for an excellent discussion on both. Innovation is the generation of a new idea while entrepreneurship is the commercialization of the idea. Entrepreneurship is the rarest of talents.)

The authors' begin by asking the reader the essential questions:
* How well are you and your company prevailing in the current environment of accelerating change?
* How well-positioned are you and your company to benefit from the countless new opportunities that change is bringing?
* Does your organization have a rigorous innovation process?
* Are you sufficiently agile to survive and to succeed?

And then provide a "complete toolkit" for implementing Agile Innovation to build an innovation-based culture. The four principles constituting "Agile Innovation" are:
* Implementation of the right business processes that combine quality and speed to enable out-innovating competition
* Reduction of the inherent risks in innovation by banking on the ideas and making the right investment decisions.
* Generation of ideas that are better than anyone else's by effectively engaging a larger group of people
* Development and demonstration of exceptional leadership skills

The book's fifteen chapters center on these four principles covering topics like: why don't large firms innovate?; The resistance to change; the secret sauce of innovation; customer collaboration; innovating is learning; transforming time - from meetings to productivity; the customer value proposition; a framework for transformation; the innovation Master Plan; the Scrum and the Sprint; a system for innovation; innovation portfolio design; automating portfolio management; transcending limitations; innovation culture metrics; agile coaching; innovation is a team sport; innovate as if your life depends on it (it does); how Apollo 13 was able to return to earth; leadership and uncertainty; passion; branding; the virtual infrastructure; open systems; the revolutionary leader; agile capitalism; and much more. Questions are provided at the end of each chapter for reflection.

I found the discussion of "Scrum and Sprint" to be of great value. Authors Morris, Ma, and Wu highlight and go into great detail about the scrum and sprint process used in software development. They feel it can be successfully adapted to domains outside software for product development. I think they are right. It is a fascinating (and proven) approach that deserves inspection. The traditional development process in most industries needs to be brought into the 21st Century. This approach may improve overall quality and accelerate time to market for most any new product or service.

Another topic, open office systems, also resonated with me. I started my career as an aerospace engineer for Honeywell in the late 1960s. We had over 300 engineers, row-after-row in one large room. Our bosses sat with us. Communication and collaboration there were the highest I experienced in my career. My transition from Honeywell to American Hospital Supply Corporation (Baxter) included a transition from an "open system" to offices and cubicles where there was more formality and less collaboration.

My recent experience with IDEO and several high tech firms has convinced me that the office and cubicle approach is obstructive to innovation. Unfortunately, having a private office and cubicle has become a status symbol which means the move to an open system will not come without some sacrifice (ego). Nevertheless, there are many new (and acceptable) office layouts and furniture emerging that encourage communication and collaboration, and offer privacy when needed. This is the way to go to open up an organization to maximizing their innovation productivity.

About the authors - Landon Morris serves as senior partner of Innovation Labs and is senior editor of the "International Journal of Innovation Science." Moses Ma is a technology innovator and partner at NextGEN ventures, and the author of blog on the psychology of innovation. Po Chi Wu, PhD is Vice-Chairman of Infotech Hong Kong, and is an Adjunct Professor at Hong Kong University of Science and Technology. "Agile Innovation" is packed with information and observations gained from two decades of developing and implementing the practices and principles of innovation management by the authors. It could have easily filled two volumes.

1 of 1 people found the following review helpful.
A great read using agile software development as a framework for ...
By Mike Williamson
A great read using agile software development as a framework for innovation. Articulate and insightful while providing an excellent model for encouraging and managing for innovation. Packed full of ideas that can be used right away to start, manage and explain an innovation effort.

Particularly like the evidence-based decision making approach vice the traditional assumption based decision making. The parallels to incremental innovation, development and delivery of new ideas like that of software is genius.

The journey from strategic imperatives for innovation to action plans for success make this book an excellent source for anyone's path to the future. This book is a must read for anyone seeking to inspire, lead and/or manage innovation and change.

0 of 0 people found the following review helpful.
How to Innovate with Agile
By Steve Neiderhauser
Many books have been written about Agile software development, while Agile Innovation is one of a few books that shows you how to innovate using an Agile mindset.

The authors slightly alter the second value of the Agile Manifesto, replacing “Working software” with “Working innovations.”

That’s fine because Agile Innovation is about rapid-cycle, iterative development rather than getting it perfect. Instead of a 100-page business case, put a working prototype in the hands of your customers and get customer feedback: Does the prototype work the way you intended? What’s the next step in design?

I also agree when the authors state that teams should be able to complete a rough prototype within two months. When I see a software team work for three months or more without producing a working product or even a minimum viable product, those project always fail.

The book provides four new habits that companies should embrace so there’s an environment that will foster the development of prototypes in two months. The second habit resonates with me: The work process must be modified so teams can deliver incremental versions of working products and obtain customer feedback. Then, iterate again.

Throughout the book the authors tap into the deep wisdom of the Agile community and apply Agile principles to innovation.

Because Jeff Sutherland designed the Scrum framework as an object-oriented framework, the authors are able to reuse Scrum for Agile Innovation. Sure, they call it an “Idea Scrum” and the product backlog consists of ideas, and the output of the sprint is an incrementally validated business case; still their Scrum Framework works in iterations and elicits values like working innovations.

As you’d expect, the book also showcases the authors’ creative chops. Coauthor Moses Ma developed an approach called multivisioning, a way to continuously generate ideas by shifting perspective while you brainstorm.

Moses took the concepts from one of my favorite books, Applied Imagination, and combined it with the thinking of Leonardo da Vinci who believed to solve a problem you should learn to see it and structure it in may ways.

There’s also a section about Jungian archetypes. We see that Steve Jobs and Leonardo da Vinci were the magician archetype. I especially enjoyed reading da Vinci’s letter to the Duke of Milan; a job application of sorts describing Leonardo’s 10 magical skills. Yes, da Vinci was the ultimate T-shaped employee!

I don’t have time to write about all the stories and innovation concepts in the book, except to say I think you’ll enjoy reading about the story of Leonidas and the mythic 300 and how the story inspires innovation.

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Senin, 05 Mei 2014

> Ebook Download Invierte en ti, TU eres el mejor Activo: Clave 5: Resultados Descubrir y Seguir Su Pasión Con Una Nueva Conciencia De Prosperidad (V

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En estos últimos años, especialmente hace 3 años aprendí de la importancia que tiene el corazón, es nuestro guía interno, es donde está tu intuición, es el que te conecta con tu ser, es a él que tienes que hacerle caso, cuando haces lo que tu corazón te dicta es cuando realmente estás cumpliendo tu misión, tu propósito en la vida. Lo que sucede es que nos educaron para obedecer a la mente racional, a buscar en el afuera, pero ahora en esta fase vas a conectarte contigo mismo y a despertar tu intuición; como trader caí en cuenta que la que realmente me ha hecho ganadora es mi intuición, más que el conocimiento mismo sobre gráficas y sobre mercado. Todas las personas nacemos con talentos con unas habilidades y viniste a este mundo a cumplir tu propósito y es a través del corazón, cuando conectas con él creas un instinto, es cuando en realidad descubres a qué viniste a este mundo. Para trabajar con el corazón, primero debes ser tú, acepta que eres un ser auténtico, aceptando que es una decisión que tomas sabiendo que en tu interior realmente sabes cómo hacerlo y ayudar a otro a transformar su vida.

  • Sales Rank: #6733229 in Books
  • Published on: 2015-01-22
  • Original language: Spanish
  • Number of items: 1
  • Dimensions: 9.00" h x .18" w x 6.00" l, .26 pounds
  • Binding: Paperback
  • 78 pages

Most helpful customer reviews

3 of 3 people found the following review helpful.
Gran libro para formar los habitos de compromisos con uno mismo.
By Andres Hertzer
Excelente libro que te formara en los habitos para que te puedas comprometer con tu aprendizaje y crecimiento para toda tu vida, una gran libro que pertenece a la saga de "Tu eres el mejor activo", no dejes de leerlo

2 of 2 people found the following review helpful.
Estupendo libro para cambiar nuestros patrones de pensamientos equivocados respecto ...
By Javier Muñoz
Estupendo libro para cambiar nuestros patrones de pensamientos equivocados respecto a la economía. Aquellos que nos hacen que no lleguemos a fin de mes y estar siempre pagando y pagando sin disfrutar del dinero. Este libro analiza cual es el problema y te ayuda a generar nuevos hábitos para mejorar tu economía al 100%.

1 of 1 people found the following review helpful.
excelente!
By Checko E. Martinez
En esta quinta entrega de la serie "Invierte en Ti: Tu eres el mejor activo", Maria Imelda nos muestra como lograr aquello que tanto queremos, enfocado en la acción. Hay que desarrollar esa fe inquebrantable en nosotros mismos para poder darnos ese valor que tanto deseamos y comenzar a generar cash para vivir la vida que queremos haciendo lo que mas nos apasiona. Es importante recalcar que la estrategia que generemos y el enfoque son vitales para llevar nuestros negocios a los siguientes niveles y tener bien en mente que hay que enfocarnos en convertirnos en inversionistas para que el dinero trabaje para nosotros. Bravo!! :)

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Rabu, 30 April 2014

^ Ebook Free Accounting Principles, Volume 2: Chapters 13 - 26, by Jerry J. Weygandt, Donald E. Kieso, Paul D. Kimmel

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Accounting Principles, Volume 2: Chapters 13 - 26, 12th Edition by Weygandt, Kimmel, and Kieso provides students with a clear introduction to fundamental accounting concepts. Volume 2 of the 12th edition (chapters 13-26) helps students get the most out of their accounting course by making practice simple. Newly streamlined learning objectives help students use their study time efficiently by creating a clear connections between the reading and video content, and the practice, homework, and assessments questions. 

Weygandt, Accounting Principles is a best-selling program ideal for a two-semester Principles of Accounting sequence where students spend the majority of the time learning financial accounting concepts, and are introduced to the basic concepts of managerial accounting at the end of the sequence.  With Accounting Principles students learn the accounting cycle from a sole proprietor perspective.

  • Sales Rank: #702381 in Books
  • Published on: 2015-01-20
  • Original language: English
  • Dimensions: 10.80" h x .90" w x 8.50" l, .0 pounds
  • Binding: Paperback
  • 704 pages

Most helpful customer reviews

0 of 0 people found the following review helpful.
Three Stars
By Maya Tamang
This book needs to rent

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Accounting Principles, Volume 2: Chapters 13 - 26, by Jerry J. Weygandt, Donald E. Kieso, Paul D. Kimmel PDF
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# Ebook The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel CompanyBy

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When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.

The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as:

• Understanding the ever-evolving needs of customers
• Empowering employees by treating them with the utmost respect
• Anticipating customers' unexpressed needs and concerns
• Developing and conducting an unsurpassed training regimen

Sharing engaging stories from the company's employees―from the corporate office and hotels around the globe―Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them.

The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

  • Sales Rank: #708605 in Books
  • Published on: 2015-01-06
  • Formats: Audiobook, MP3 Audio, Unabridged
  • Original language: English
  • Number of items: 1
  • Dimensions: 6.75" h x .50" w x 5.25" l,
  • Running time: 8 Hours
  • Binding: MP3 CD

From the Back Cover

Set the "Gold Standard" for your industry.

  • Define and Refine
  • Empower Through Trust
  • It's Not About You
  • Deliver 'Wow!'
  • Leave a Lasting Footprint

"Required reading for anyone who wants to learn how to create passionate employees and customers!" --Ken Blanchard, co-author of The One Minute Manager and The One Minute Entrepreneur

“The Ritz Carlton is the best hotel chain in the world because of the unique experience it offers. This book shows you how to install the same customer-focused attitude toward service that makes a world leader." --Brian Tracy, author of The Way to Wealth

About the Author
Joseph A. Michelli is an organizational consultant who focuses on intersections of business, leadership, and workplace productivity. He is the bestselling author of The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and The Zappos Experience. One of today’s leading thinkers on the topic of customer experience, Michelli also speaks to corporate audiences approximately 60 times a year.

Most helpful customer reviews

24 of 28 people found the following review helpful.
A great book about how a great hotel does things that make you say, "Wow!"
By Wally Bock
It seems like everyone who's ever stayed at a Ritz Carlton has a story to tell. I guess we just tell them to each other because this is the first book I've ever seen about the marvelous organization that is the Ritz.

In The New Gold Standard, Joseph Michelli does an excellent job of describing why the Ritz is an icon for great service. He starts with the story of the Ritz, from Cesar to the present. Then he tells the purpose of the book.

"The New Gold Standard is primarily intended to help managers, owners, and leaders understand the driving principles, processes, and practices that have generated unusual staff loyalty, world-class customer engagement, and significant brand equity for Ritz Carlton."

He does that and more. Besides the view from the top, Michelli gives us the view from behind the counter and other places at the frontline. He structures the book by using five key principles that he thinks can guide any business that wants to deliver consistent, world-class service.

Principle One, Define and Refine is the foundation. You can't expect it if you can't articulate it. You can't expect it all the time unless you make it part of the culture.

This is not simply the "Credo Card." Many companies have something similar. It's working the card into discussions and instructions. It's sharing the card with guests.

It's the motto: "Ladies and gentlemen serving ladies and gentlemen." There's an old-world quaintness about the language, but there's no mistaking the meaning. People who work for the Ritz are "ladies and gentlemen." Their guests are "ladies and gentlemen," too.

There's attention to shared standards. Those include the Three Steps of Service and the 20 Basics.

One thing that makes Ritz special is that the application of all of those principles and rules is not rigid at all. And Ritz is always seeking ways to do them better.

Principle Two: Empower Through Trust. Ritz understands what many companies seeking "talent" do not and what many management theorists do not. Empowerment starts with making sure the right people are on board. That means "Select don't Hire."

Then pay attention to training, both to impart skills and as the carrier of culture. There are rituals, like celebrating service anniversaries that encourage people to talk about their service and the company.

Trust is vital. Ritz understands that trust is a matter of making and keeping promises. They also understand that trust and respect go hand in hand. The result is one of the most engaged workforces on the planet. They know this because they measure it, professionally and often.

This all brings us to empowerment. In many companies that's the word they use when they want you to "take risks." Ritz Carlton allows any staff member to spend up to $2000 per guest per day if, in their judgment, it needs to be done.

That doesn't encourage people to "take risks." Instead it does a much more effective thing. It allows staff members to make judgments and act on them without risk.

That brings me to my Ritz story. I was finishing up a book at the time and I had a speaking engagement at the Ritz Carlton in Philadelphia.

I decided that I could stay on at the hotel through the weekend and get the necessary writing done. It was a great spot for that, except for one thing.

The desk in my room was at a height for writing by hand. When I put my laptop on it and sat in the non-adjustable chair, my shoulders started to cramp after an hour or so.

As I was going out for my afternoon walk, one of the staff asked me if everything was alright. In passing, I mentioned the stiff shoulders and went on my way.

When I got back to my room, about an hour later, the standard chair had been replaced with an adjustable desk chair. I was much more productive that weekend.

Principle Three is: It's Not about You. Peter Drucker suggested that the way to success was to "focus on contribution." The Ritz takes that farther. They try to build their business on contribution to others, including guests and each other.

Frontline workers are the key. They are the hotel to the guest. You may never meet the General Manager, but you will certainly deal with staff at the desk, at the doors, and in the halls. Ritz knows they're the key to a great guest experience

Quality programs have a place here. But listening is the most important thing. As theologian Paul Tillich advises us: "Listening is the first act of love."

Principle Four is Deliver 'Wow!' Just about every company on the planet says they want to do this. They want to create what Ken Blanchard calls "Raving Fans." So why do so few companies do it?

The answer is simple. The Ritz can do it because it's done all those other things. They're clear about what they want. They select people who will fit, then spend time training, inculcating culture and empowering those people. When it's time to "deliver Wow!" most of the heavy lifting is done. It's easy.

Other companies want to jump over all that selecting and training stuff. They're not sure they can trust their people to make decisions on their own, so they don't really empower them to do so. You're not going to get a lot of wows out of that.

Principle Five is: Leave a Lasting Footprint. Michelli titled the first chapter in this section: "Aspire, Achieve and Teach."

What he doesn't say explicitly, but what I saw from his examples in the book, is that the Ritz sees training and supervision as two parts of the same process. It's how staff members learn every day what's important and how to do it.

But Ritz goes beyond that to find ways to bring lessons learned into the mainstream. They also find ways to be a good citizen. And, unlike many of the Corporate Social Responsibility advocates, they understand that both profit and individual choice are necessary.

This book does a great job of giving you a ground level view of how a great service organization works. It's a wonderful how-to guide if you want to create a similar service culture in your company. It shows you how to do things that are simple but not easy, long lasting but not quick, to become an organization that customers tell Wow! stories about.

Here's the second half of mine. Later that year, after the book was done, I was asked to speak to a group that was meeting at the Ritz Carlton in Aspen.

When I checked in, the clerk greeted me by name. He asked if I had stayed at that property before. When I said that I had not, he gave me a brief orientation. He asked if I had any special requests. I said, "No." It was all very nice and very polite, but not different from other top line hotels I've stayed at.

Then I went to my room. There, in front of the desk, was an adjustable office chair. I thought, "Wow!"

This review first appeared on my Three Star Leadership Blog.

15 of 17 people found the following review helpful.
I Will Read This Book Again
By Conor Cunneen
I have to say that parts of this book were so cloying and some of the anecdotes so over the top that I felt like throwing it away, except ... except for the fact that the Ritz-Carlton is one magnificent Brand founded on a great product.

As I continued to read, I began to appreciate why the Ritz-Carlton is so successful. The stories of over the top customer service and attention are so common, the attention to detail is so ... well ... detailed: these are the reasons why the hotel chain has become in the author's words - The New Gold Standard.

In this well researched book, Michelli identifies five key principles that ensure success for this great hotel chain and which of course everyone can learn from. There is nothing new about the five principles, but very few companies implement them properly

The principles are:
1) Define and refine
a. Communicating Core Identity and Culture
b. Be Relevant
2) Empower through Trust
a. Select - Don't hire
b. It's a matter of Trust
3) It's not about You
a. Build a business focused on Others
b. Support Frontline Empathy
4) Deliver Wow!
a. Wow: The Ultimate Guest Experience
b. Turning Wow into Action
5) Leave a Lasting Footprint
a. Aspire, Achieve, Teach
b. Sustainability and Stewardship

In writing book reviews, I don't normally re-run the basic contents page but in this case it is appropriate, because any one of the principles outlined above will help you grow your business. The challenge of course is how to do it. If there is one key lesson I take from the book it is - Reinforcement: Reinforcement of values, Reinforcement of culture and practices.

The hotel chain is constantly reinforcing its culture and ideals with its employees - "Ladies and Gentlemen serving Ladies and Gentlemen." Sure this might seem twee, corny, outdated but the chain appreciates that to maintain its success it must also "Be Relevant." Thus it has successfully targeted key demographics such as "Discerning Affluents," many of whom might not dress or act in the same manner as the "Classic Status Seekers" which was the core market for the Ritz-Carlton.

Michelli apparently had great access to company strategy. He highlights research conducted which found that four factors account for 85% of overall guest satisfaction. These are
1) Sense of well being
2) Anticipation of guest needs
3) Room condition and
4) Room assignment.

These four predictors - `drivers of engagement' - are reinforced through approximately 250 hours of training annually for each hourly employee including 15 minutes for daily briefing.

Bottom line: Some of the customer service anecdotes must have developed legs in the telling, but the fact is these anecdotes are part of the culture which is continuously reinforcing itself while also developing. This book will not change your culture overnight, but implementation of some key aspects will change your chances of business success over a period of time.

I've keyed into my database to read it again in 4 months time. That's the best testimonial I can give.

8 of 9 people found the following review helpful.
Casebook for Services Management Class
By K. Park
Although it is a bit of an infomercial for Ritz Carlton,this book has good material for any service manager and is used for a services management class in the MBA program at my university. It also illustrates service marketing, quality, and managment concepts and how they are implemented at in the operation.

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Sabtu, 19 April 2014

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Customer Royalty: The greatest thing since sliced bread, by Stephen Manoj Thompson Ph.D.

"Customer Royalty" a comprehensive outside-in business experience on Panera Bread Company's proactive customer service culture. Though this book provides an outside vantage point, aimed at learning "how to create customer excellence," the book will have the feel of an insider communicating about the company's success. Despite excessive enthusiasm, Stephen Thompson does offer insight into how a company can succeed by remaining focused on core values and commonsense approach towards customer experience. While there are no revolutionary conclusions, the author convinces that with a balanced combination of product innovation, customer oriented technology, employee focused leadership and corporate citizenship duties, a proactive customer centric environment can be formed. This book is not all about business success it's more on star sustainability. Keywords: Customer Service, Employee retention, Business Case, Loyalty marketing, Consumer behavior, Panera Bread

  • Sales Rank: #5017814 in Books
  • Published on: 2015-01-29
  • Original language: English
  • Number of items: 1
  • Dimensions: 8.00" h x .33" w x 5.00" l, .33 pounds
  • Binding: Paperback
  • 132 pages

About the Author
Stephen Manoj Thompson, Ph.D., is the author of the books "Land of Opportunity Forever" and "Coma Story." Thompson's writing style is characterized by his "plain" language and timely social awareness. Thompson, who somehow blundered into writing, is an IT techie by profession and dwells in the Show-Me State. He was many other things before he became an author (which was never part of the plan). He has travelled the globe extensively and his in-depth understanding about different cultures and business is indeed modish. With multi-societal experience and being a commonsense writer, his impact has been far reaching. Apart from Customer Service topic, Thompson is also a committed advocate who speaks regularly about high-school dropout issues.

Most helpful customer reviews

0 of 0 people found the following review helpful.
It was a very easy read and provided great insight about how Panera Bread ...
By Bridgette Hamilton
As a restaurant/winery owner I found this book extremely helpful! It was a very easy read and provided great insight about how Panera Bread has really been a trend setter in taking care of their guests as well as staff.

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