Title: Winning Behavior : What the Smartest, Most Successful Companies Do Differently
Publisher: AMACOM
Publication Date: 2003
Language: English
ISBN 10: 0814471633
ISBN 13: 9780814471630
Binding: Hardcover
Edition: 1st.
Condition: Very Good
Weight: 1.504 pounds

About this title

Synopsis

"Winning Behavior" gives companies a new way to increase business: by "outbehaving" rivals so that customers see a positive behavioral difference at every customer touchpoint - from product development and branding to bids and proposals, service, and much more. It is this company-wide Behavioral Differentiation that breeds lasting customer loyalty by allowing any company to distinguish itself from competitors in a tough, crowded market. "Winning Behavior" will prove to be a landmark book in the literature on customer service and customer relationship management: there has never been a book on Behavioral Differentiation before, but readers will see its potential in the results of the blue-ribbon organizations that practice it.This title is packed with eye-opening case histories and examples: Ritz-Carlton Harley-Davidson Enterprise Rent-a-Car Wal-Mart. It features exclusive interviews with high-profile executives including: George Zimmer (Men's Wearhouse) Hans-Olof Olssen (Volvo) Piers Marmion (Heidrick & Struggles) and others.

About the Author

Authors are cofounders and, respectively, president and executive vice president of Lore International Institute, a leading training and consulting firm.

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