The Zappos Experience: 5 Principles to Inspire, Engage, and WOW

The Zappos Experience: 5 Principles to Inspire, Engage, and WOW

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  • Author: Joseph Michelli
  • Publisher: McGraw Hill Professional
  • ISBN: 0071752471
  • Category : Business & Economics
  • Languages : en
  • Pages : 256

Make every day a WOW day for your customers, your staff—and your bottom line! “In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic.” —Eric Ryan, method cofounder and person against dirty “If you’re looking for an inspirational path for creating a likable, trustworthy, and wow! organization, you’ve hit the mother lode.” —Guy Kawasaki, former chief evangelist of Apple and author of Enchantment: The Art of Changing Hearts, Minds, and Actions “This book provides a roadmap to a successful business by taking inspiration and examples from one of the most innovative, progressive companies of our time. Don’t just read it; use it.” —Tony Hawk, professional skateboarder and author of HAWK —Occupation: Skateboarder and How Did I Get Here? The Ascent of an Unlikely CEO “Thanks to Joseph Michelli, you can learn exactly how Zappos hit it big and how you can too. By using the five principles Joseph has distilled, you can supercharge your efforts and start down the path to legendary success.” —Mark Sanborn, President, Sanborn & Associates, Inc., and author of The Fred Factor and You Don’t Need a Title to Be a Leader “Often, business owners look at media darlings like Zappos with their mouths agape, full of awe but unable to take action. For those eager to do more than watch, Joseph Michelli deconstructs the Zappos story and makes it attainable.” —Seth Godin, author of Poke the Box About the Book: ZAPPOS. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives. Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it—and how you can do it in your industry. The Zappos Experience takes you through—and beyond—the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-today basis while providing the “big picture” leadership methods that have earned the company $1 billion in annual gross sales during the last ten years—with almost no advertising. Michelli breaks the approach down into five key elements: Serve a Perfect Fit—create bedrock company values Make it Effortlessly Swift—deliver a customer experience with ease Step into the Personal—connect with customers authentically S T R E T C H—grow people and products Play to Win—play hard, work harder When you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders. Now that strategy is yours. With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.


Engaging Brands

Engaging Brands

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  • Author: Michela Addis
  • Publisher: Routledge
  • ISBN: 0429996373
  • Category : Business & Economics
  • Languages : en
  • Pages : 276

How can managers design and manage excellent customer experiences that will develop long-term relationships with their customers? This book addresses this key question and explores both the theory developed over the past 20 years and tools to create truly engaging brands. Taking a broad holistic approach, this book brings together current thinking on experiential marketing, brand management, customer engagement, customer well-being and happiness, customer loyalty and emotions, the customer journey map, and big data and combines it into a practical and clear roadmap for brand managers. By integrating these modern perspectives, concepts, research techniques, and operative tools, this book provides a new perspective of marketing management to design and build engaging branding. Using extensive examples from a variety of industries, this book offers a global perspective that will appeal to both advanced students and experienced marketing managers.


How to Wow

How to Wow

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  • Author: Adrian Swinscoe
  • Publisher: Pearson UK
  • ISBN: 1292116870
  • Category : Business & Economics
  • Languages : en
  • Pages : 264

Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business. Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more. Don’t let your business fall behind, look inside and take your customer experience to the next level. “Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth.” Keith Lewis, COO, Matchtech Group plc “At last – a book that provides practical ways of delivering the superior experience that today’s customers demand.” Olivier Njamfa, Co-Founder and CEO of customer experience software company Eptica


Mindchamps Way, The: How To Turn An Idea Into A Global Movement

Mindchamps Way, The: How To Turn An Idea Into A Global Movement

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  • Author: Joseph A Michelli
  • Publisher: World Scientific
  • ISBN: 9811205353
  • Category : Business & Economics
  • Languages : en
  • Pages : 172

How do a passion to create an education revolution and the business acumen to fuel rapid and spectacular global expansion co-exist within one organisation?Find out in The MindChamps Way ...In his latest insightful study of strategy and leadership, Joseph Michelli (#1 New York Times & Wall Street Journal Bestselling Author), shares the unique philosophy and the values-driven strategies of a dynamic organization, whose growing presence on the world stage has the potential to fundamentally shape the future of 'individuals, families, communities, countries, and education systems' across the globe.The MindChamps Way demonstrates how combining a strong, 'big-picture' philosophy with a carefully planned and executed business strategy can inspire staff, clients and an unlikely range of interested stakeholders.Read how:


Nick Swinmurn, Tony Hsieh, and Zappos

Nick Swinmurn, Tony Hsieh, and Zappos

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  • Author: Erin Staley
  • Publisher: The Rosen Publishing Group, Inc
  • ISBN: 1448895332
  • Category : Juvenile Nonfiction
  • Languages : en
  • Pages : 128

Zappos redefined online shopping when it came on the scene in 1999, founded by Nick Swinmurn and Tony Hsieh. Their savvy approach to customer service and determination to keep their employees happy has resulted in Zappos becoming a mutimillion dollar company. This volume is not only an intriguing modern history of an empire, it's a valuable resource for future Internet entrepreneurs.


A Case Study Approach to Educational Leadership

A Case Study Approach to Educational Leadership

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  • Author: Sharon D. Kruse
  • Publisher: Taylor & Francis
  • ISBN: 1351609653
  • Category : EDUCATION
  • Languages : en
  • Pages : 250

A Case Study Approach to Educational Leadership takes on six core areas of school leadership—organizational vision; curriculum, instruction, and assessment; school and external community; school climate and culture; equity; and improvement, innovation, and reform. Using a case learning approach, this volume introduces salient theoretical and empirical literature in each core area and provides illustrative cases designed for individual and group analysis. Written for aspiring educational leaders, this book facilitates the discussion and reflection of individual and collective professional judgment and helps developing leaders make sense of the challenges school leaders face today.Discussion Questions foster reflection of content and practical applicationsFeatured Cases direct readers toward the issues of practice embedded within the theoretical content area Leadership Activities and Web-Based Resources support leaders in making further connections to practiceLinkage to relevant Professional Standards for Educational Leaders (PSEL) standards ground each chapter in the latest guidelines for the fieldSpecial Features.


Organizational Behaviour

Organizational Behaviour

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  • Author: Daniel King
  • Publisher: Oxford University Press
  • ISBN: 0198724020
  • Category :
  • Languages : en
  • Pages : 704

Organizational behaviour affects all of us, every single day. But do your students struggle to see the subject's relevance? Do they have difficulty going beyond its most commonplace theories? Do they wonder how it will help them in their future career? Then take a step into the lobby of Junction Hotel! We follow the experiences of its managers and employees as a new consortium tries to rebuild the success of a once-great establishment that has fallen on hard times. This fictional running case study helps students see how theory translates into practice in a familiar setting. For example, what kind of leadership styles do the new management team use? Are personality tests any use for hiring new staff for the gym? How do the staff on the receiving end of various management techniques feel and react? Follow the management dilemmas faced, and the techniques employed with varying rates of success, by a wide range of characters. The running case is interwoven throughout the book, encouraging students to make links between the different topic areas and gain a holistic view of organizational behaviour. The book covers all the core topics found on undergraduate modules, while also going a step further to consider alternative approaches and compare them with mainstream theories. Students are encouraged to develop a critical mindset and think about the context of the theories they come across and the values embedded within them. A wealth of real-life case studies, including those drawn from the public and not-for-profit sectors, bring the subject to life.Innovative on-page learning features link study and employability skills to the topics being discussed so students can apply theories from the book directly to their own lives and future careers. Interviews with students, employees and business leaders are included online, and show just how relevant organizational behaviour is to people's everyday lives. The real-life examples in the second edition have been augmented with new international and European examples in every chapter, and the book's Online Resource Centre now features seminar and group activities and a lecturer guide to help lecturers make full and effective use of the book and online material in their teaching. A unique, lively package makes this core reading for all business students taking an introductory module in organizational behaviour.


Hire Right, Fire Right

Hire Right, Fire Right

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  • Author: Roxi Bahar Hewertson
  • Publisher: Rowman & Littlefield Publishers
  • ISBN: 1538130637
  • Category : Business & Economics
  • Languages : en
  • Pages : 308

For the first time, and in one place, Roxi Bahar Hewertson provides decision makers at any supervisory level, exactly what they need to get it right every time they hire, develop, or fire someone. In today’s complex and competitive world of work, organizations simply cannot afford a mismatched new hire, a loss of top talent, or a dreaded bad ‘goodbye’ following a difficult termination. Whether working to avoid budget mayhem or preserving your company’s image, learning how to navigate the hiring and firing process is a corporate essential. Leadership expert and executive coach Roxi Bahar Hewertson provides insights and advice for avoiding these all-too-common business bumps in the road. She defines and explores the ARC employee life cycle: Acquisition (hire right), Retention (nurture right), Closure (fire right). Acquiring and retaining talent, and eventually bringing closure when employees leave, is a relational, not a transactional process. Hire Right, Fire Right successfully guides decision makers through those key interactions with new and current employees arming leaders with a powerful set of tangible tools to help ensure their organizations are well equipped to take on these talent management challenges - and win. By following Hewertson’s three systems of hiring, developing, and terminating employees, decision makers will be empowered to: Dramatically increase your company’s success rate of hiring the right people for the right job Measurably boost employee retention rates Significantly lower the risk of lawsuits, arbitrations, and damage to your organization’s reputation if things end badly


Win the Customer

Win the Customer

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  • Author: Flavio Martins
  • Publisher: AMACOM
  • ISBN: 0814436250
  • Category : Business & Economics
  • Languages : en
  • Pages : 240

Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a “most influential social customer service pro,” fills his invaluable guide with examples and inspiration in order to show readers how to:• Align the business around a customer service mission• Make every employee a customer service agent• Create an environment in which exceptional service experiences can happen• Humanize customer service, virtually and in person• Empower employees to find innovative solutions• All the random acts of WOW--they’re often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base!


The CEO’s Secret Weapon

The CEO’s Secret Weapon

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  • Author: Jan Jones
  • Publisher: Springer
  • ISBN: 113744424X
  • Category : Business & Economics
  • Languages : en
  • Pages : 219

Many executives don't take full advantage of the assistant who sits right outside their door. This book educates executives about all the ways in which they can streamline and improve the way they work with the help of a great assistant, while teaching them to identify great candidates and maximize the benefits of this special relationship.