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The Gold Standard: Giving Your Customers What They Didn't Know They Wanted de Colin Cowie

The Gold Standard: Giving Your Customers What They Didn't Know They Wanted

Autor Colin Cowie
en Limba Engleză Hardback – 7 sep 2021

Descoperim în The Gold Standard un sistem de operare pentru excelență, nu doar o colecție de anecdote despre celebrități. Putem afirma că rigoarea este elementul central al succesului lui Colin Cowie, care oferă cititorilor instrumente de lucru concrete, precum șabloane pentru definirea viziunii și misiunii, dar mai ales conceptul de „biblie” a procedurilor. Această resursă devine un manual de instrucțiuni ce conține scenarii și protocoale menite să elimine incertitudinea din interacțiunea cu clienții, asigurând în același timp o personalizare extremă a experienței.

Reținem că autorul nu se limitează la fațada strălucitoare a evenimentelor de lux, ci analizează mecanismele interne ale unei organizații. El pune accent pe responsabilitate și pe ideea că o cultură autentică a serviciilor începe cu modul în care liderii își tratează propria echipă. Un aspect distinctiv al metodologiei sale este abordarea constructivă a reclamațiilor: învățăm de ce un client care tace după o experiență negativă este mai periculos decât unul care se plânge, și cum putem folosi feedback-ul critic pentru a fideliza.

Ca și Lee Cockerell în The Customer Rules, autorul distilează experiență reală în principii acționabile, demonstrând că regulile ospitalității de rang înalt sunt universale. Deși contextul lui Cowie implică adesea bugete colosale, logica din spatele fiecărui gest este aplicabilă oricărui antreprenor care dorește să treacă de la un serviciu satisfăcător la unul memorabil. Ritmul este alert, susținut de exemple din culisele colaborărilor cu personalități precum Oprah Winfrey sau Kim Kardashian, oferind o perspectivă rară asupra standardelor de aur în afaceri.

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Specificații

ISBN-13: 9781400224005
ISBN-10: 1400224004
Pagini: 288
Dimensiuni: 161 x 237 x 25 mm
Greutate: 0.38 kg
Editura: HarperCollins Leadership
Colecția HarperCollins Leadership
Locul publicării:Nashville, United States

De ce să citești această carte

Recomandăm această carte liderilor și antreprenorilor care vor să își transforme afacerea într-un brand iubit. Veți învăța cum să construiți sisteme care livrează excelență constant, nu doar sporadic. Câștigul major este trecerea de la intuiție la o metodologie clară de „customer care”, primind acces la strategiile folosite pentru cei mai exigenți clienți din lume. Este ghidul esențial pentru a crea acea loialitate de neclintit pe care orice business o caută.

Despre autor

Colin Cowie este unul dintre cei mai solicitați organizatori de evenimente și consultanți de lifestyle la nivel global. Născut în Zambia și crescut în Africa de Sud, a emigrat în Statele Unite cu resurse minime, reușind să își construiască un imperiu în industria ospitalității. Recunoscut pentru atenția obsesivă la detalii, Cowie a devenit colaboratorul de încredere al unor nume sonore precum Oprah Winfrey, Jennifer Lopez și Ryan Seacrest. Este o prezență constantă în publicații de renume precum New York Times și un invitat frecvent în emisiuni TV, unde împărtășește expertiza sa despre arta de a trăi bine și standardele de aur în serviciile pentru clienți.

Recenzii

'What I enjoy most about restaurant life is the sense that I am inviting the world to dinner. There is a rarefied thrill in surpassing our guests' high expectations-- every day, year in and year out! If your goal is consistent excellence, Colin's The Gold Standard offers you far more than you expect. Everyone who works with me is going to have a copy!'-- Eric Ripert, Chef and Owner, Le Bernardin, Bestselling Cookbook Author and Television Personality
'Colin's engaging writing style is evident from the first page. His unique references exploring standards of excellence ranging from McDonald's fries in North Dakota to a royal wedding in Doha make this book truly stand out. Frankly, it's the best first-person analysis I've read on the topic of customer service. It's an enjoyable read with unforgettable practical advice you can put into use immediately.'-- Ken Blanchard, The Ken Blanchard Companies, Co-author of Bestsellers, The New One Minute Manager and Raving Fans
'I truly believe Colin Cowie's The Gold Standard is more timely than ever, as businesses look to engage with the shifting needs of their guests. A copy of this powerful book in the hands of the people who work with you can elevate the experience of everyone involved and undoubtedly increase the size of your audience.'-- Radha Arora, President, Rosewood Hotels and amp; Resorts
'In Colin's enjoyable, fascinating book, he shares his secrets of A+ customer service. Readers can surprise their clients and customers with what their clients and customers didn't know they wanted. That's the ultimate in proactive service.'-- Jackie and David Simon, Chairman and CEO, Simon Property Group
'Incredible nuggets of wisdom. Nothing teaches like experience, and the insight that Colin Cowie shares in The Gold Standard is a must-read. Inspirational and energizing for those who aspire to deliver the absolute finest in customer service.'-- Alan Fuerstman, Founder, Chairman and CEO, Montage International
'Let's face it, at some level, we're all in the service business, regardless of our profession. If you are looking for a way to get the most positive reaction to whatever you do, get The Gold Standard. Colin's stories and practical advice will help you remove the bumps you don't see now on your road to success.'-- Ryan Seacrest, Emmy Award Winning Television Host and Producer
'Colin Cowie is a master at creating unforgettable experiences. His latest book is a must-read for all those seeking new ways to elevate their services, delight their customers, and build lasting relationships.'-- Pauline Brown, Former Chair of LVMH North America and Author of Aesthetic Intelligence
'Colin is the epitome of The Gold Standard. As a hospitalitarian at some of the finest luxury hotels, clubs, and real estate developments globally, I have looked to Colin to help me transform my teams to ensure a memorable guest experience for all! Thank you, Colin, for your fabulous visionary leadership.'-- John Carlton Tolbert, Blackstone Real Estate Hotels and amp; Resorts and Founder, Revelation Consultancy
'Excellent customer service begins long before the customer walks in the door. It's created, planned, and organized with each step thought through in a way that your customer is sure to enjoy-- a seamless, unsurpassed experience that they'll want to repeat, over and over again. In his book, Colin tells you how you can create your version of The Gold Standard.'-- Jean Georges Vongerichten, Chef, Bestselling Cookbook Author and Television Personality
'In today's world, service is the only true differentiator, making The Gold Standard a must-read book for anyone interested in improving service in their business. Colin Cowie's mastery of service excellence delivery is unsurpassed and can be applied in virtually any industry. This is a guidebook to success as he shares all of his secrets to creating happy and loyal customers in a compelling 'how to' anecdotal style.' -- Cindy Novotny, Radical Mentor, Master Connection Associates

Descriere

Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients.
If you’re searching for ways to ensure your customers walk away from your company with a smile on their face and a plan to return, you found it. And any business organization can adapt the tools and techniques in this book.
Colin Cowie, one of the world’s most sought-after event planners, shares the hard-won and hard-nosed advice he has learned through entertaining and engaging stories and examples. He gives readers the indisputable blueprint for creating a customer-service culture that anyone can tailor to their own needs, whether you’re a shopkeeper, corporate marketing director, or budding event planner.
Upon coming to the United States from South Africa with $400 in his pocket, Colin built his highly successful catering and event-planning business from the ground up to become event planner to the most respected tastemakers and personalities in the world—including Oprah Winfrey, Jennifer Lopez, Ryan Seacrest, and Kim Kardashian, to name a few.
In this book, you will:

 

  • Learn how to formulate your own vision, mission statements, and guiding principles, and effectively communicate them to your team.
  • Learn how you can align your vision with your essential mission statement.
  • Discover the core values, including service and accountability, that fuel Colin’s customer-care ethos, and how you can apply those values to your own business.
  • Have a renewed understanding of how vitally important it is that you take good care of the people who work for you so they, in turn, can care for your customers.
  • Become armed to inspire and empower your team.
  • Be guided to create your own “bible” of scripts, protocols, and procedures that will streamline customer-care situations while making every customer feel like their individual desires are being taken care of.
  • Learn how to use every complaint as an opportunity, as well as why you should be more afraid of a client who doesn’t complain when something goes wrong versus one who does.