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Lead With Your Customer, 2nd Edition:Transform Culture and Brand Into World-Class Excellence

Lead With Your Customer, 2nd Edition:Transform Culture and Brand Into World-Class Excellence
Author: Mark Jones
Publisher:
Total Pages: 272
Release: 2019
Genre:
ISBN:
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Your one-stop shop for world-class results The most admired organizations in the world have the same basic resources that you have-offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do successful organizations consistently succeed? We witness their extraordinary results, but the secrets often remain hidden. In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model-the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how "world class" status can be attained by many organizations, and isn't the domain of only the most expensive, luxurious, or popular brands. Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your "customer"--Internally, as you engage your employees and build your organization's culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.

Lead with Your Customer

Lead with Your Customer
Author: Mark David Jones
Publisher: ASTD
Total Pages: 0
Release: 2010
Genre: Corporate culture
ISBN: 9781562867157
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Business.

The Courage to Lead

The Courage to Lead
Author: R. Brian Stanfield
Publisher: iUniverse
Total Pages: 337
Release: 2012-04
Genre: Business & Economics
ISBN: 1475910010
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To transform society, we first need to transform ourselves. The Courage to Lead starts from this premise and delivers a strong, simple message: if you relate authentically to life, to yourself, to the world and to society, you start the process of social change. Grounded in more than fifty years of in-depth research and practical experience in over thirty nations, The Courage to Lead uses a large canvas to paint a vivid picture of leadership in its many forms: personal, family, work, organization, community. Activist stories from around the world demonstrate the profound premise and inspires a deep understanding of leadership. This is a book that changes lives. These days, the complexity of life tends to leave us paralyzed. The Courage to Lead will help people move out of their paralysis and invite them to join the ranks of those social pioneers who create what is needed for the 21st century. This book speaks to you in a strange language that you do not at first remember but that you will eventually recognize as your mother tongue. David Patterson CEO, Northwater Capital Management The Courage to Lead provided me with a great deal of guidance and support at a time when I needed to make significant life decisions. It also provided me with a framework and a language to better understand who I am, where I needed to be and where I wanted to go. I recommend this course to anyone who is open to a transformative experience in which one brings many important life questions into focus. Garret Keown Teacher-in-Training, Lakehead University 325 University Health Network (UHN) staff have participated in The Courage to Lead study program over the last five years. The fundamental principles in the book align with our belief that "everyone can lead from where they stand." We think that leadership is not about a formal role or job title but about a philosophy, values and attitude in how one approaches life. This program has helped staff tap into the leader within themselves and, in doing so, has supported our mission to deliver excellent patient-centered care. Irene Wright Senior Development Manager, Human Resources, University Health Network

Leadership for Great Customer Service

Leadership for Great Customer Service
Author: Thom Mayer
Publisher: ACHE Management
Total Pages: 0
Release: 2014
Genre: Medical
ISBN: 9781567936421
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Forewords by Chuck Lauer and Tom Peters The successful first edition of Leadership for Great Customer Service has become a definitive source for healthcare leaders seeking to transform their organizations' approach to elevating and sustaining service excellence. The authors have continued to be highly sought-after speakers on customer service in healthcare since the book's publication ten years ago and have consulted with more than 100 healthcare institutions in that time, adding to the content and case studies of this new edition. This thoroughly updated edition has been expanded to include practical applications and techniques that build on the well-recognized content of the first edition. This entertaining yet practical guide presents the authors' model for achieving customer service excellence in three parts: Framing the Customer Service Mandate: Address the "why" before the "how," and develop a greater understanding of your patients and their expectations. Survival Skills for Achieving Great Customer Service: Make the customer service diagnosis, negotiate and resolve expectations, and create "moments of truth" that drive customer experience. The A-Team Tool Kit: Explore the types of dialogue and behaviors displayed by A-Team versus B-Team members, coaching tips, the importance of scripts, and how to reward champions to leave a legacy for your organization. New to this edition are a highly pragmatic set of tools, known as "The A-Team Tool Kit," which spans ten chapters. The A-Team Tool Kit puts evidence-based applications, guidelines, techniques, and advice in your hands to achieve service excellence. Also provided in this edition is a summary of Survival Skills at the end of each chapter.

Lead With Your Customer

Lead With Your Customer
Author: Mark David Jones
Publisher: ASTD
Total Pages: 272
Release: 2019-02-07
Genre: Business & Economics
ISBN: 9781947308848
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In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them, using the World Class Excellence Model. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.

Leadership

Leadership
Author: Robert P. Vecchio
Publisher: University of Notre Dame Pess
Total Pages: 600
Release: 2007-06-01
Genre: Business & Economics
ISBN: 0268161623
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Today, there are a growing number of business schools, law schools, and continuing education programs in executive development and management training that offer leadership classes. Despite the growing curricular recognition of this area, there is a shortage of strong college-level texts. Leadership, second edition—a completely up-to-date anthology of key writings by well-known contributors—meets this need for a textbook that encompasses the major theories in the field of leadership. Leadership is divided into six sections. Part I provides an overview of the subject with readings that examine what leaders actually do, as well as the many myths surrounding the notion of leadership. Part II focuses on the fundamentals of leadership by taking a close look at the specific tactics people use to get their own way. These readings analyze the political games people play and the two-way nature of leader-subordinate influence. Part III considers problems that can arise from leadership gone wrong—when power and influence are abused. The major formal models of leadership that have been offered over the years are reviewed in Part IV. The next section looks at contemporary views of leadership, emphasizing reliance on maturity of subordinates for success, including leadership in the context of self-directed work teams, entrepreneurial leadership, the notion of the leader as servant, and examples of leaders who are recognized for having empowered others or for providing moral leadership. The final section examines the roles of societal and organizational cultures as they pertain to leadership. Robert P. Vecchio has updated the second edition with six new articles. Aimed at upper-level undergraduate and graduate-level courses, Leadership continues to provide classic essays by the major figures in the field of leadership along with topical essays on current and emerging issues.

Lead With Your Customer, 2nd Edition

Lead With Your Customer, 2nd Edition
Author: Mark David Jones
Publisher: Association for Talent Development
Total Pages: 273
Release: 2019-02-01
Genre: Business & Economics
ISBN: 1947308858
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Your one-stop shop for world-class results The most admired organizations in the world have the same basic resources that you have—offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do successful organizations consistently succeed? We witness their extraordinary results, but the secrets often remain hidden. In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model—the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how “world class” status can be attained by many organizations, and isn’t the domain of only the most expensive, luxurious, or popular brands. Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your “customer”—internally, as you engage your employees and build your organization’s culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.

Taking the Lead

Taking the Lead
Author: Joellen Killion
Publisher:
Total Pages: 231
Release: 2017
Genre: Coaches (Athletics)
ISBN: 9780990315865
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This book explores the complex, multi-faceted roles played by teacher leaders and school-based coaches as well as examining district and school expectations, hiring practices, and deployment of these educators.

Co-Active Leadership

Co-Active Leadership
Author: Karen Kimsey-House
Publisher: Berrett-Koehler Publishers
Total Pages: 99
Release: 2015-09-21
Genre: Business & Economics
ISBN: 1626564582
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A Multidimensional Approach to Leadership Top-down, one-dimensional leadership models are hopelessly outmoded in today's rapidly changing world, and they waste the leadership ability that is present throughout an organization. In this visionary book, Karen and Henry Kimsey-House provide a model that harnesses the possibility of many rather than relying on the power of one. Their revolutionary five-dimensional approach recognizes that leadership has to be fluid and flexible and that the roles leaders and followers play must shift to suit the situation. Co-Active Leadership invites all of us to share our expertise and allows collaborative solutions to emerge that would never have been possible otherwise.

Patients Come Second

Patients Come Second
Author: Spiegelman Paul
Publisher: Incorporated Original
Total Pages: 208
Release: 2018-08-21
Genre: Business & Economics
ISBN: 9781732510234
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Americans enjoy the finest healthcare delivery system in the world, but most people will tell you that we still have a long way to go. Far too frequently, patients leave the doctor's office or hospital feeling confused, angry, or neglected. Healthcare leaders recognize this problem, but in their focus on patients (and sometimes financials), they often overlook the true key to lasting patient loyalty and satisfaction: their employees. Patients Come Second shakes up the traditional healthcare model, arguing that in order to care for and retain patients, leaders must first create exceptional teams and find ways to engage nurses, administrative staff, physicians, supervisors, and even housekeeping staff and switchboard operators. By connecting employees' work with a higher purpose and equipping them with the tools to become leaders themselves, patient care can be dramatically transformed. And with continuing healthcare changes on the horizon and ever-rising pressure to acquire and keep patients, doing so now is more important than ever. Britt Berrett, president of an 898-bed hospital, and Paul Spiegelman, founder and CEO of a successful patient-experience company, are the perfect guides to the changes needed in healthcare leadership. With a rich combined experience in their field, they have filled each chapter with an abundance of engaging, insightful stories and write with a humor and friendliness that balances and enhances the urgency of their message.