Description - One Size Fits One by Gary Heil
In an era of increasing segmentation and personalisation, one size no longer fits all - or even a few. Today's customers have vast power to build businesses, but unhappy ones will either walk away or actively undermine the offender. Today's only viable objective is a long-term relationship with each profitable customer, created by loyal employees fully committed to creating exceptional value. In a world where "one size fits one", no business can afford to settle for the ordinary. This text provides a template for beginning the odyssey, one customer and one employee at a time. It lays out ten rules for what customers want - in their own blunt words - and shows how any company can begin working to satisfy them. It explains why yesterday's approaches no longer work, and shows how organizations must change to unleash the power of committed employees.
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(232mm x 161mm x 28mm)
John Wiley & Sons Inc
Publisher: John Wiley & Sons Inc
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Author Biography - Gary Heil
GARY HEIL is an educator, business consultant, and expert on leadership, service quality, and change management. Founder of The Center for Innovative Leadership, Heil is a highly regarded speaker and frequent commentator on radio and television and has served on the Board of Examiners for the Malcolm Baldrige Quality Award. He is also the coauthor of Maslow on Management and Leadership and the Customer Revolution. TOM PARKER is an organizational consultant, educator, and author. Parker has taught at Stanford and the University of California. In addition to developing communication tools and strategies for corporations, he was nominated for the National Book Award and the Pulitzer Prize. Parker is the coauthor of many books, including the bestselling Leadership and the Customer Revolution with Gary Heil. DEBORAH COLLINS STEPHENS is cofounder of The Center for Innovative Leadership and a management consultant in the areas of customer service, leadership, and organizational development. She is coauthor of Maslow on Management and cofounder of "Leadership Lessons from a Fast Lane," a monthly Internet broadcast which highlights leaders from organizations and institutions worldwide.