Interviews with innovative business leaders and compelling case studies reveal today’s best practices for customer and employee loyalty, high profits and sustainability, and a fulfilling work culture in businesses of all sizes.
Dan Sachs guides established and emerging businesses as they strengthen employee morale, customer retention, and profits. In The Million Dollar Greeting, he interviews cutting-edge leaders from large and small companies that are consistently profitable with their success directly tied to exceptional customer satisfaction and employees who rank their company among the top places to work.
The original words of the business owners, including their practices, are shared and analyzed by Sachs and instructional takeaways are written for the business world as it exists today and with consideration for expected changes over the coming years. Topics covered include answering the question of what modern-day customer service is and why it matters in the digital age; what interpersonal practices lead to brand loyalty, high financial rewards, and the retention of top employees; how to create a dynamic work culture and the best ways to support employees of different age groups; and what practices will grow increasingly critical for businesses to implement over the coming years.
Among the business leaders interviewed in the book and companies given as case examples are:
- Rob Siefker of Zappos
- Mark Hoplamazian of Hyatt Hotels
- Ari Weinzweig of Zingerman’s Delicatessen
- Steve Hindy of Brooklyn Brewery
- Mike Mc Derment of Fresh Books
- Richard Coraine of Union Square Hospitality Group
- Paul Speigelman of Beryl Health
- Jerrod Melman of Lettuce Entertain You Enterprises
- Nick Sarillo of Nick’s Pizza & Pub
For all entrepreneurs, managers, and employees eager to see their company thrive, this insightful volume reveals how to make your business stand out from competitive companies, how to be effective in your position, and how to make sure fulfillment and success define your business in today’s competitive climate and for years to come.
Содержание
Introduction: A Brief (But Necessary) History of Customer Service
It All Starts with Hospitality, Baby
Section 1: The Evanglists
Section 2: The Transformers
Section 3: The Pragmatists
Lessons Learned
Об авторе
Janet Scott is a writer and the owner of The Write Place, a corporate communication and academic support company. She worked for many years in journalism and marketing, and taught for twelve years at Wayne State University. She has an AB from Harvard College and a master’s degree from Eastern Michigan University. She lives in Detroit, MI.
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