Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
| Author | : | |
| Rating | : | 4.47 (660 Votes) |
| Asin | : | 0684845113 |
| Format Type | : | paperback |
| Number of Pages | : | 288 Pages |
| Publish Date | : | 2014-10-15 |
| Language | : | English |
DESCRIPTION:
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. 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. Clear, compelling, pathbreaking, Discovering the Soul of Service is essential reading for managers everywhere.. In
Paul Saints minor-league baseball team, Dial-A-Mattress, Midwest Express Airlines, and two of the world's fastest-growing service companies--Charles Schwab and Enterprise Rent-A-Car. --Dan Ring. Discovering the Soul of Service looks at 14 diverse businesses, including the St. "Although the companies differ on the outside--the nature, size and structure of their businesses--to a remarkable degree they are the same on the inside, sharing the drivers of their ongoing success." The "nine drivers" that Berry uncovers are the following: Leading with Values, Strategic Focus, Executional Excellence, Control of Destiny, Trust-Based Relationships, Investment in Employee Success, Acting Small, Brand Cultivation, and Generosity. Leonard L. Berry examines some of America's great service companies and finds "nine drivers of excellence" that are behind them all. Berry, whose previous books include On Great Service: A Framework for Action
Sustaining High Levels of Service Performance! Leonard summarizes the main premise of this book as: "My purpose in this book is to identify, describe, and illustrate the underlying drivers of sustainable success in service businesses. Creating a successful service operation is unquestionably a difficult task. However, sustaining success can be even more difficult. Se. How and why humane core values sustain human service energy I recently re-read this book (1999) and Berry's previously published On Great Service (1996), curious to know how well they have held up since they were first published. My conclusion? Rock-solid. In fact, both books are even more relevant - and more valuable - now than they were when Leonard Berry wrote them. That is am. Alfredo Ramirez said True, sustainable recipe for sucessful Customer Service. It is very difficult for me to work with "interviews and case study" based books since they are almost invariably full of "brilliant" quotes and "success and beyond-duty" stories that, to say the least, sound too good as to be of a sustainable nature in real world. This book is based on experiences and what seems very so