21 Key Secrets Revealed
after consolidating, simplifying, and testing the best management and leadership practices from hundreds of books + seminars + training courses + 30 years of experience helping business evolve and thrive:
- The foundation for fabulous management and the story behind it
- Why the "customer always right" doesn't matter anymore
- How to explore all strategic advantages possible
- Why services are much more than we think
- The 4 markets you want to dominate for unlimited growth
- Why do customers do what they do in good times and in bad times
- The predominant factor influencing market share
- How to get "heart share": the true form of loyalty
- The managerial leader: the 10 commandments
- The 8 fundamental questions to build a customer-centric culture
- The evolutionary feedback that increases performance in minutes
- The real empowerment that gets things done without your presence
- True teamwork that accelerates results and problem-solving
- Key communication strategies to use with employees and customers
- The most terrible mistakes to avoid when running customer surveys
- The 10 commandments for effective customer satisfaction surveys
- 5 steps to follow when hiring new employees
- Strategic investment in education & training
- The awful phone calls flaws that can cost your business
- How to turn customer complaints into increased profits
- How to measure and evaluate results for fabulous management