Turned on

by Dow, Roger; Cook, Susan

• ISBN13: 9780887307669
• ISBN10: 0887307663
• Format: Hardcover
• Copyright: 1996-06-01
• Publisher: Harperbusiness

Summary

Turned On is an inspiring look behind the scenes of turned-on hospitals, inner-city communities, and companies like Intel, Levi Strauss & Co., USAA, and Ritz-Carlton. It captures the Eight Vital Insights of customer service that immediately affect a company's long-term vitality and bottom line. The authors refrain from jargon in their many hands-on examples so that managers and employees throughout an organization can move swiftly from insight to action, directly influencing customer satisfaction. By connecting with each reader's intuitive values, Dow and Cook provide the much-needed clarity, faith, and hope essential to corporate renewal and prosperity in today's tumultuous high-stress environment.

Author Biography

Roger Dow is vice president and general sales manager of Marriott Lodging.

Table of Contents

Foreword
Long-Term Vitality
Build a Strong Foundation	p. 1
Make Every Customer Feel Special	p. 41
Have the Courage to Set Bold Goals	p. 67
Simplify, Simplify, Simplify	p. 95
Make Technology Your Servant	p. 119
Measure Well, Act Fast	p. 151
Unleash the Power of People	p. 181
Lead with Care	p. 243
Vitality Scorecard	p. 281
Acknowledgments	p. 289
Index	p. 293
Table of Contents provided by Blackwell. All Rights Reserved.