Ontagious Passion
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Yours Truly
Author: Margarita Mayo
language: en
Publisher: Bloomsbury Publishing
Release Date: 2018-02-22
At the heart of contemporary corporate leadership lies a crisis of confidence. Since the financial crash of 2008, distrust of employers among the workforce has dramatically increased due to a lack of authentic leadership. But how can leaders become and remain authentic? Yours Truly draws on a host of inspirational examples from executives of multinational corporations to political leaders and sports leaders, as well as more than two decades of research, in order to examine and explain the missing link in research into authentic leadership: how leaders strive for success, excellence and constant renewal, whilst remaining true to themselves. Margarita Mayo introduces the three characteristics – Heart, Habits and Harmony – that differentiate authentic from non-authentic leaders. Presented within a practical framework, the book provides a measurable guide to developing your own authentic power: · Contagious passion that wins the hearts of others; · Setting new habits of learning to empower others; · And Enhancing harmony by building authentic contexts. Ideal for managers, senior executives and aspiring leaders, Yours Truly captures the value of authentic leadership in transforming organizations. The book strips away the seemingly magical, innate charismatic qualities of leaders in order to showcase a less mysterious and more practical process that can be followed by anyone.
The Experience
Bring Disney-level customer experience to your organizationwith insider guidance The Experience is a unique guide to mastering the art ofcustomer service and service relationships, based on the principlesemployed at the renowned leader in customer experience— the Walt Disney Company. Co-Author Bruce Loefflerspent ten years at Disney World overseeing service excellence, andhas partnered with Brian T. Church in this book, to show you how tobring that same level of care and value to your own organization.Based on the I. C.A.R.E. model, the five principles —Impression, Connection, Attitude, Response, and Exceptionals— give you a solid framework upon which to raise the level ofyour customer experience. You will learn how to identify yourcustomer service issues and what level of Experience you arecurrently offering. You can then determine exactly what the"customer experience" should be for your company, and the changesrequired to make it happen. The Walt Disney Company is the most recognized name in the worldfor customer service. The "Disney Experience" draws customers fromall around the world,. This book describes what it takes to achievethat level of Experience, and how any organization can do it withthe right strategy and attention to detail. When the Experience isenhanced, the opportunity arises to convert customers toambassadors who will share their Experience with others. Find "the experience" and what it means to theOrganization Learn the five levels of experience, and why most companiesfail at it Identify service problems that face every company in themarketplace Utilize the Experience Quotient and apply the I. C.A.R.E.principles Learn how to convert customers to ambassadors who share theirstory with others Customers are the lifeblood of business. A great product offeringisn't enough in today's marketplace, where everyone's looking foran "experience.” Imagine the kind of value a Disney-levelcustomer experience could bring to your organization. TheExperience is a guide to getting there, from an insider'sperspective.
Managing Your Business
Author: Michael F. O'Keefe
language: en
Publisher: Red Wheel/Weiser
Release Date: 2013-01-11
You may be a one-person band, the only manager in your company, or the manager of other managers in a larger company. Whatever the size of your business, having a strong grounding in the thinking and practices of effective managers and leaders will make you more capable. In this essential guide, you’ll learn how to: Create a vibrant office culture. Make meetings really work (and kill those that don’t). Cut costs and spend wisely. Hire and motivate the best employees. Each of the books in the Crash Course for Entrepreneurs series offers a high-level overview of the critical things you need to know and do if you want to survive and thrive in our super-competitive world. Of course, there’s much more to learn about each topic, but what you’ll read here will give you the framework for learning the rest. Between them, Marc A. Price, Michael F. O’Keefe, and Scott L. Girard, Jr. have successfully started 17 companies in a wide variety of fields. Scott was formerly executive vice president of Pinpoint Holdings Group, Inc. Mike founded O’Keefe Motor Sports in 2004 and grew it into the largest database of aftermarket automotive components in the world. Marc has launched seven companies of his own and collaborated with the Federal government, U.S. military, and major nonprofits and corporations.