This wise and inspiring book by Leonard Berry, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge: sustaining long-term success. In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field.From Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business is not a matter of savvy business practice, but of humane values. In all fourteen award-winning companies -- Bergstrom Hotels, The Charles Schwab Corporation, Chick-fil-A, The Container Store, Custom Research Inc., Dana Commercial Credit, Dial-A-Mattress, Enterprise Rent-A-Car, Midwest Express Airlines, Miller SQA, Special Expeditions, St. Paul Saints, USAA, and Ukrop's Super Markets -- values-driven leadership connects with strategic focus, executional excellence, control of destiny, trust-based relationships, generosity, investment in employee success, acting small, and brand cultivation to drive customer satisfaction, innovation, and growth. Dedicating a chapter to each of these nine drivers, this book is the most far-reaching and insightful vision ever presented of the principles and step-by-step actions that continuously bring success to life in a company.Berry's comprehensive model reveals the soul that underlies the strategies and day-to-day operations of great service companies, guiding the thousands of daily decisions of individual employees. Clear, compelling, pathbreaking, Discovering the Soul of Service is essential reading for managers everywhere.
eBook - ePub
Discovering the Soul of Service
The Nine Drivers of Sustainable Business Success
- 288 pages
- English
- ePUB (mobile friendly)
- Available on iOS & Android
eBook - ePub
About this book
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Information
Subtopic
Customer RelationsIndex
BusinessTable of contents
- Cover
- Title Page
- Dedication
- Contents
- Acknowledgments
- Authorâs Note
- 1 Sustaining Success in Service Companies
- 2 Success Sustaining Values
- 3 Leading with Values
- 4 Strategic Focus
- 5 Executional Excellence
- 6 Control of Destiny
- 7 Trust Based Relationships
- 8 Investment in Employee Success
- 9 Acting Small
- 10 Brand Cultivation
- 11 Generosity
- 12 Lessons from World Class Service Companies
- Notes
- Interviewees and Other Contributors
- Index
- About the Author
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Yes, you can access Discovering the Soul of Service by Leonard L. Berry in PDF and/or ePUB format, as well as other popular books in Business & Customer Relations. We have over 1.5 million books available in our catalogue for you to explore.