- ホーム
- > 洋書
- > 英文書
- > Business / Economics
Full Description
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 McDerment of FreshBooks
Richard Coraine of Union Square Hospitality Group
Paul Speigelman of BerylHealth
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.
Contents
Foreword by Alwyn Scott
Introduction: A Brief (But Necessary) History of Customer Service
It All Starts with Hospitality, Baby
Section 1: The Evangelists
Chapter 1: Zingerman's: Laser-Focused on Customer Service
Chapter 2: Nick's Pizza & Pub: Employees in Charge
Chapter 3: BerylHealth: Everyone Deserves a "Thank You"
Section 2: The Transformers
Chapter 4: Zappos: If You're Not Changing, You're Dying
Chapter 5: FreshBooks: It's All about the Rock Stars—a.k.a. Customer Service
Chapter 6: Brooklyn Brewery: Education
Section 3: The Pragmatists
Chapter 7: Lettuce Entertain You: Consistency for the Brand and the Customer
Chapter 8: Union Square Hospitality: Start at Square One—HIRING
Chapter 9: Hyatt: Top-Down Empathy
Chapter 10: Lessons Learned.
Bibliography
Acknowledgments
