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Excellence every day: make the daily choice-- inspire your employees and amaze your customers
Author
Publisher
CyberAge Books/Information Today
Publication Date
c2008
Language
English
Description
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Table of Contents
From the Book
Preface and Acknowledgments
Chapter 1. In Search of Excellence?
Excellence-Today More Than Ever
Excellence or Nothing
Chapter 2. The Excellence Myth
Admiring the Legends
The Culture of Dilbertism
The Theory of Excellence
Now What?
Excellence Every Day?
The Excellence Aptitude Test
Chapter 3. Why We Fail to Delight Our Customers (While We Think We Do)
The Gaps Tell the Story
"I Wish I Could Do More"
Chapter 4. Excellence-Defining, Believing, Living
Excellence vs. Consistency
Anticipating Needs
Response-Ability
The Art of the Human Touch
Early in the Morning
Sincerely Yours
Chapter 5. The Daily Choice You Make-Delivering Excellence One Decision at a Time
Choices or Chores?
Does It Have to Be Every Day?
Twenty Years to Overnight Success
Excellence Starts with You
The Puzzling Paper Clips
Chapter 6. Creating Organizational Excellence
Millions of Daily Choices Every Day
"You Must Smile Sincerely at All Times"
The New "E"
Generation Why?
Upside-Down Management
The Entrepreneurial Manager
"We Just Do"
Fly the Server
Excellence and the Art of Persuasion
Chapter 7. Leading Your People to Excellence
Serving Your Employees
Summer Santa
Live in the Customer's Shoes
Empowered to Make the Right Decision?
Permission to Fail
Mistake of the Month
Recognizing Excellence
Would You Go All the Way?
I Will Take the Cynic Over Any Other Employee
Tell Me a Story
Celebrating the Heroes
Excellence Enablement
Chapter 8. Making Excellence Personal
When I Grow Up I Want to Be
Mechanical Performance vs. Impact Performance
"How Would I Want to Be Treated If I Were on the Receiving End?"
Inertia-Falling into a Performance Coma
Make It Personal
Hey, You! Yes, You!
Be Proud of Your Masterpiece
It Is All Around Us
Chapter 9. Excellence Daily Choice-Personal Leadership
Performance at the Moment of Truth
In Search of the Right Customer
To Tie or Not to Tie: That Is Not the Question
Chapter 10. Excellence Daily Choice-Taking Ownership
Waiting at the Altar
Chocolate Chips to the Rescue!
Never Give Up
In Sickness and in Health
Chapter 11. Excellence Daily Choice-Creative Ways to Delight
The Extra That Makes the Difference
Delighting Customers One Clip at a Time
The Old Is Dead-Long Live the Change
Creating Customer Compliments in Five Minutes
Chapter 12. Excellence Daily Choice-Wow!
All You Need Is Love ... in 11 Languages
Excelling at the Smallest Details
The Sweet Taste of Everything
A Courier for a Day or Redefining On-Time
Who Is Dr. WOW?
A Beary Passionate Place to Be
Chapter 13. Excellence Daily Choice in Difficult Times
Redefining "Getting It Done"
With Patience and Perseverance
Everyone Listens to Customers
Chainsaw and the Art of Amazing Customer Experiences
Wrenching Customers Away from the Competition
Team Excellence or the Gifts Keep on Coming
Chapter 14. Just Imagine ... Then Make It Happen
Are You Ready to Deliver Excellence?
Lifelong Pursuit of Excellence
Only 15 Minutes of Fame?
It's Showtime
Be Originally You
The More You Give, the More You Have
I Think I Can
Higher and Higher
Afterword: Moving Forward
About the Author
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More Details
ISBN
9780910965798
091096579
091096579
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