Uncommon Practice
en Paperback – 30 apr 2002
Editors Andy Milligan and Shaun Smith have taken care to let the voice of the organisation speak for itself. Uncommon Practice is not a ‘how to…’ book, and does not provide a ‘quick-fix’ list of invariable rules for success. The editors do however provide insight into the core principles and practices that the leading companies featured share but which are uncommon in many organisations today.
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Specificații
ISBN-13: 9780273659365
ISBN-10: 0273659367
Pagini: 192
Dimensiuni: 230 x 16 x 262 mm
Greutate: 0.94 kg
Ediția:1
Editura: Financial Times PRESS
Locul publicării:Harlow, United Kingdom
ISBN-10: 0273659367
Pagini: 192
Dimensiuni: 230 x 16 x 262 mm
Greutate: 0.94 kg
Ediția:1
Editura: Financial Times PRESS
Locul publicării:Harlow, United Kingdom
Cuprins
The book features a diverse range of companies which have provided real customer experience and have become global successes as a result. Interviews with the key people behind these brands include:Virgin, Richard Branson, ChairmanPizza Express, Ian Eldrige, Chief Executive Banyan Tree, Bernold Schroeder, General Manager, MaldivesOxfam International, John Sayer, Executive Director Midwest Express Airlines, Tim Hoeksema, CEOHarley-Davidson, John Russell, Vice-President and Managing Director, EuropePret a Manger, Andrew Rolfe, Chairman and Chief ExecutiveTesco, Sir Terry Leahy, CEOeasyGroup, Stelios Haji-Ioannou, CEOKrsipy Kreme, Scott Livengood, Chairman, CEO and PresidentFirst Direct, Peter Simpson, Commercial DirectorFairmont Hotels & Resorts, Bill Fatt, CEORBC Financial Group, Jim Rager, Vice- Chair, Personal & Commercial BankingThe Carphone Warehouse, Charlies Dunstone, CEOManchester United, Peter Draper, Group Marketing DirectorHarrahs, Philip Satre, Chairman and CEOJohn Lewis, Sir Stuart Hampson, Chairman and Chief ExecutiveRicher Sounds, Julian Richer, ChairmanAmazon.com, Jeff Bezos, CEO
Recenzii
"This is a terrific book. It paints a picture of what the 21st Century
company has to look like. In today's hypercompetitive markets the business
has to be profoundly customer centric if it is to prosper. This is not about
clever advertising but creating a genuine commitment among employees to
provide customers with a unique, quality experience.
"What makes the book different is that the authors have chosen 19
fascinating businesses, most of them now household names, like Amazon, Tesco
and Manchester United. Instead of a dull academic treatise they let the top
executives do the talking about what makes their companies different. It
provides a host of up-to-date insights for managers and
MBAs."
Professor Peter Doyle, Warwick Business School
"How often do you get the chance to have an unmediated head-to-head with
business leaders who are delivering on the new frontier of business - the
customer experience? There are so many books out there trying to interpret
the essence of business success that it is refreshing to find one where the
interviewees at the heart of the book tell their story in their own words,
instead of being paraphrased, interpreted or misinterpreted.
"So if you want to hear direct from Richard Branson and his lieutenants,
Carphone Warehouse's Charles Dunstone and other uncommon business leaders -
many of whom are notoriously reluctant to be interviewed - the 'Uncommon
Practice' is the book that lets you hear their story straight from the
horse's mouth."
Phil Dourado, Editorial Director, eCustomerServiceWorld.com
'This book takes an original approach to its subject and comes up with some
uncommonly useful lessons.'
Rufus Olins, editor-in-chief and publisher, Management Today
"It is a fascinating book...it provides insights into some of the most challenging brands of the late-20th century and gives an instant guide to some of their most innovative ideas."
Marketing
company has to look like. In today's hypercompetitive markets the business
has to be profoundly customer centric if it is to prosper. This is not about
clever advertising but creating a genuine commitment among employees to
provide customers with a unique, quality experience.
"What makes the book different is that the authors have chosen 19
fascinating businesses, most of them now household names, like Amazon, Tesco
and Manchester United. Instead of a dull academic treatise they let the top
executives do the talking about what makes their companies different. It
provides a host of up-to-date insights for managers and
MBAs."
Professor Peter Doyle, Warwick Business School
"How often do you get the chance to have an unmediated head-to-head with
business leaders who are delivering on the new frontier of business - the
customer experience? There are so many books out there trying to interpret
the essence of business success that it is refreshing to find one where the
interviewees at the heart of the book tell their story in their own words,
instead of being paraphrased, interpreted or misinterpreted.
"So if you want to hear direct from Richard Branson and his lieutenants,
Carphone Warehouse's Charles Dunstone and other uncommon business leaders -
many of whom are notoriously reluctant to be interviewed - the 'Uncommon
Practice' is the book that lets you hear their story straight from the
horse's mouth."
Phil Dourado, Editorial Director, eCustomerServiceWorld.com
'This book takes an original approach to its subject and comes up with some
uncommonly useful lessons.'
Rufus Olins, editor-in-chief and publisher, Management Today
"It is a fascinating book...it provides insights into some of the most challenging brands of the late-20th century and gives an instant guide to some of their most innovative ideas."
Marketing
Notă biografică
Shaun Smith is Senior Vice President of Forum's Customer Experience Business. Forum, an FT Knowledge company, is a global workplace-learning corporation. Shaun is responsible for directing client projects that address a wide range of business issues, and for helping companies define and deliver customer experiences that differentiate their brands. Andy Milligan is the Director of Interbrand's Internal Brand Management practice, advising clients on issues regarding internal communications and organisational alignment behind the brand. Interbrand is the world's leading branding consultancy. He is a frequent commentator on branding issues on television and press, and has addressed major conferences internationally on the subject.