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Full Description
WINNER: CMI Management Book of the Year Awards 2012 - E-book Category
More than ever before business success depends on standing out from the crowd and delivering authentic experiences that turn your customers into advocates for your business. BOLD tells the stories of 14 companies that prove that brand building is now about completely rethinking the customer experience and redefining the relationship you have with your customers. Each inspiring story is told by the executives involved who were brave enough to pursue audacious goals, challenge industry norms and win.
BOLD puts the spotlight on Virgin Galactic, Innocent, O2, Air Asia X, Chilli Beans, Six Senses Resorts and Spas, Burberry, BBH, The Geek Squad, TNT Express, JCB, WWF, Umpqua Bank and Zappos.com. These inspiring case studies demonstrate that putting purpose before profit, going way beyond what customers expect and relentlessly differentiating themselves from everyone else - in other words, being bold in thought, bold in execution and bold in measuring their success in new ways - pays off.
Contents
Chapter - 00: Introduction;
Chapter - 01: Virgin Galactic;
Chapter - 02: O2;
Chapter - 03: AirAsia X;
Chapter - 04: Chilli Beans;
Chapter - 05: Six Senses Resorts and Spas;
Chapter - 06: Burberry;
Chapter - 07: BBH;
Chapter - 08: The Geek Squad;
Chapter - 09: Zappos.com;
Chapter - 10: Umpqua Bank;
Chapter - 11: TNT Express;
Chapter - 12: JCB;
Chapter - 13: innocent;
Chapter - 14: WWF;
Chapter - 15: How to be bold: practices, principles and people;
Chapter - 16: Bold practice survey
