Thriving by Caring

Knjiga - Thriving by caring
Vstopamo v novo dobo. Čas je, da se začnemo razvijati v naslednjo fazo višje zavesti, kjer morajo biti podjetja odgovorna za svoje ljudi in okolje. Vodje morajo začeti v svoja podjetja vnašati bolj skrbno energijo.

Claire Boscq-Scott, znana tudi kot »The Busy Queen Bee«, v tej knjigi opisuje svojih deset načel strateškega vodenja do uspešne rasti s pomočjo skrbne storitvene kulture; začeti spreminjati nivo nudenja storitve, z večjo skrbnostjo za vse, kar pomeni, da so vodje bolj sočutni, razvijajo boljšo komunikacijo, podpirajo in vključujejo svoje zaposlene; negovanje, vrednotenje in vodenje strank na kreativen in navdihujoč način, na višjo čustveno raven.

Zagotavljanje nepozabne izkušnje vsakič, ko se stranke sprehodijo skozi vaša vrata, mora postati nuja, to pa lahko storite le tako, da zaposlenim zagotovite prostor, kjer se bodo počutili kot del podjetja, da so angažirani in opolnomočeni, kar bo na koncu podjetjem pomagalo povečati dobiček in doseči višje poslanstvo.

Naslov knjige: Thriving by Caring10 business leadership principles for exponential growth in the 21st Century through a Caring Service Culture
Jezik: Angleščina
Avtor: Claire Boscq-Scott
Št. strani: 208
ISBN: 978-0-244-40462-8
Cena izvoda: 18,00 EUR z DDV
V ceno ni vključena poštnina za dostavo po Sloveniji.
Način plačila: Pošljemo vam predračun in po prejetju plačila vam knjigo pošljemo s Pošto Slovenije.
Kazalo:
Introduction 1
About Moi 1
About the Book 6
Left Brain V Right Brain 7
Change: Why? 9
Because the customers’ expectations have changed 9
Because customers hate 12
Because of the power of the big WWW 14
Change how we do business 16
Principle 1 Assessing by caring 18
Assessing by caring: Why? 18
Assessing by caring: How? 20
LISTENING 20
COMPASSION 22
RECEPTIVENESS 23
Assessing by caring: what? 24
Employees’ satisfaction 24
Market research 26
Your Market environment 28
Finally 31
Principle 2 Developing by caring 33
Developing by caring: Why? 33
Developing by caring: How? 35
VISUALIZATION 35
5 SENSES 37
5 ELEMENTS 39
Developing by Caring: What? 42
Employee journey 42
Customer Experience 44
Buyer personas 46
Finally 49
Principle 3 Training by caring 51
Training by caring: Why? 51
Training by caring: How? 54
INSPIRE 54
INVOLVE 57
CARE 59
Training by caring: What? 61
How do we communicate? 61
Confidence in yourself and in your team 64
Guiding not selling 66
Finally 68
Principle 4 Measuring by caring 69
Measuring by caring: Why? 69
Measuring by caring: How? 71
EMOTIONS 71
COGNITION 74
SUPPORT 77
Measuring by caring: What? 79
Mystery shopping 79
Wellbeing 83
Customer Satisfaction 86
Finally 88
Principle 5 Acting by caring 90
Acting by caring: Why? 90
Acting by caring: How? 92
USEFUL 92
TEAMWORK 94
ENGAGING 97
Acting by caring: What? 100
Procrastinating 100
Habits 103
Be S.M.A.R.T 105
Finally 107
Principle 6 Feedback by caring 109
Feedback by caring: Why? 109
Feedback by caring: How? 111
EMPATHY 111
STORY TELLING 113
SHOWING 115
Feedback by caring: What? 117
Create your Complaint Handling Guidelines 117
Learn from the feedback 121
Facilitating 122
Finally 124
Principle 7 Consistency by caring 126
Consistency by caring: Why? 126
Consistency by caring: How? 128
PERCEPTION 128
UNCONSCIOUS 131
ENTHUSE 134
Consistency by caring: What 137
Before – during – after 137
First impression 140
Attention to details 143
Finally 145
Principle 8 Valuing by caring 147
Valuing by caring: Why? 147
Valuing by caring: How? 149
SELF-WORTH 149
RESPECT 151
EXTRA CARE 153
Valuing by caring: What? 156
Chum 156
Your own business values 159
Exceeding customer expectations 161
Finally 163
Principle 9 Loyalty by caring 165
Loyalty by caring: Why? 165
Loyalty by caring: How? 168
MINDFULNESS 168
BE-do-HAVE 170
GRATEFUL 173
Loyalty by caring: What 176
When trust appears, magic happens 176
CRM 178
Advocacy 180
Finally 183
Principle 10 Caring Service Culture 185
Caring Service Culture: Why? 185
Caring Service Culture: How? 188
AYNI 188
NURTURING 190
RAPPORT 193
Caring Service Culture: What? 195
5 drivers to customer satisfaction 195
Start with the Why? 200
Passion 203
The End 206
THANK YOU 208

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