Kategoria BISAC: Business & Economics >> Customer Relations

For much of the last century, large, predominantly US corporations used public relations to demonstrate that their missions resonated with dominant societal values. Through the construction and conveyance of the -corporate persona-, they aimed to convince citizens that they share common aspirations - and moreover that their corporate -soul- works as a beneficent force in society.

Through examining key examples from the last 80 years, this book argues that PR, through the corporate persona, works to create a sense of shared reality between the corporation and the average...

The world needs more storytellers.

Storytelling is an inherently innovative activity.

When organizations find their best stories and tell them to the world, they're not only building a reputation, they're flexing the same muscles that allow them to pivot quickly around crisis or opportunity, and solve problems more creatively.

For individuals, crafting stories is the primary way we can make sense of the world and our place in it.

The Strategic Storyteller is a comprehensive, practical guide to transformative storytelling. In its pages you will...

When was the last time you received WOW worthy customer service from a business? Have you ever been curious how some companies consistently deliver this WOW factor?

Pattern for Excellence is designed to help business owners create WOW Experiences on a daily basis...not one customer at a time, but by building relationships and uniting employees behind a greater cause. This amazing phenomenon begins with your workplace culture and gets transferred to your customers.

But, how do you create a culture that over delivers and delights customers? In reading this book, you...

The leader's guide to building a service powerhouse using the approach that made Mayo Clinic the #1 healthcare system in America

Mayo Clinic is among the best service organizations in the world. It fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. This classic business guide offers a rare, up-close look at the best practices that drive Mayo Clinic's success. By examining the operating principles that guide every management decision at this legendary institution, authors Leonard Berry and Kent Seltman:...

No one likes to admit it, but we all have rats in our businesses. Not actual rodents, but unhelpful habits, poor business practices and gaps in understanding that keep us mediocre, underperforming and trapped. We want success We want to be legendary We want the Pied Piper to get rid of our rats

Since our rats are not actual animals, it's hard for us to see them. They are very good at hiding in plain sight. You are about to go on a journey with five rats who embody those hard-to-see challenges. Their stories may sound familiar to you. You may even recognize yourself in one or more...

Love is the surprising emotion that company builders cannot afford to ignore.

Genuine, heartfelt devotion and loyalty from customers -- yes, love -- is what propels a select few companies ahead. Think about the products and companies that you really care about and how they make you feel. You do not merely likethose products, you adore them.

Consider your own emotions and a key insight is revealed: Love is central to business. Nobody talks about it, but it is obvious in hindsight.

Lovability: How to Build a Business That People Love and...