Lead with Your Customer: Transform Culture and Brand into World-Class Excellence

Table of Contents

1. Cover
2. What business leaders and learning professionals have to say about Lead with Your Customer
3. Title
4. Copyright
5. Content
6. Foreword
7. Preface
8. Acknowledgments
9. Part I: Establishing the Foundation for Excellence
   1. Chapter 1 Your Customer Really Is the Key
   2. Chapter 2 Leading with Your External and Internal Customers
   3. Chapter 3 Achieving Proven Leadership Excellence
   4. Chapter 4 Using the World Class Excellence Model to Transform Your Business
10. Part II: Leading the Culture
    1. Chapter 5 Proclaiming the Promise of Your Culture
    2. Chapter 6 Engaging Employees for Service Excellence
    3. Chapter 7 Optimizing Your Workplace for Team Results
    4. Chapter 8 Harnessing the Power of Processes
    5. Chapter 9 Providing Products That Motivate Your Employees
    6. Chapter 10 Understanding the Real Price of Passion
11. Part III:Leading the Brand
    1. Chapter 11 Communicating the Promise of Your Brand
    2. Chapter 12 Turning Your Front Line into Your Bottom Line
    3. Chapter 13 Creating a Workplace That Strengthens Customer Service
    4. Chapter 14 Making an Impact through Processes
    5. Chapter 15 Delivering Products and Services They Really Want
    6. Chapter 16 Creating Loyalty and Profits with the Right Price
12. Part IV: Ensuring Alignment and Integrity
    1. Chapter 17 How Service "Netting" Gets Results
    2. Chapter 18 Service Recovery That Really Works
    3. Chapter 19 Tips for Leading Implementation
    4. Chapter 20 Leading Forward to World-Class Excellence
13. References
14. About the Authors
15. About World Class Benchmarking
16. Index