What if you discovered a blueprint that could grow your brand’s reputation and loyalty, dramatically reduce customer service issues, produce content and technology, and cement a powerful, lasting relationship between you and your customers?
Communities have been a popular topic since the rise of the Internet and social media, but few companies have consistently harnessed their power, driven tangible value, and effectively measured their return on investment (ROI) like:
Companies such as PayPal, Facebook, Bosch, Microsoft, CapitalOne, and Google, have also built communities inside their organizations, which have fostered innovation, broken down silos, and helped their organizations to operate more efficiently and collaboratively.
People Powered helps C-suite leaders, founders, marketers, customer advocates, and community leaders gain a competitive advantage by answering the following questions:
People Powered pulls together over 20 years of pragmatic experience into a clear, simple methodology and blueprint to not just answer these questions, but deliver results. It also includes contributions from industry leaders including Joseph Gordon-Levitt (Emmy-award winning actor), Peter H. Diamandis (Founder of XPRIZE, Singularity University), Jim Zemlin (Executive Director, The Linux Foundation), Mike Shinoda (Co-Founder, Linkin Park), Jim Whitehurst (CEO, Red Hat), and more.
Don’t get left behind—become an industry trailblazer and ensure your company’s longevity by tapping into the most dynamic force both outside and inside your organization: the people.
Jono Bacon is a global leader in community strategy, management, and leadership. He has served as Director Of Community for some of the largest communities in the world, including Ubuntu, the major operating system platform that powers the bulk of the cloud; XPRIZE, the leader in multimillion-dollar incentive competitions; and GitHub, the largest technology production platform in the world. Bacon is a leading consultant and advisor for a wide range of companies focused on building public and internal communities across consumer products, networking, software development, professional services, entertainment, financial services, and other areas.
No matter who you are, what you do, where you work, or how much money you make, you can learn a lot from a cab driver--especially when it is Taxi Terry, a successful self-starting entrepreneur who combines passion with effort and skill to create distinction in his job and in his life.
Bestselling author and Hall of Fame speaker Scott McKain was so impressed by Terry's joyful approach to customer service, he incorporated the driver's inspiring personal philosophy and uplifting advice into his business speeches at corporate events--with stunning success.
These are the 7 Tenets of Taxi Terry:Set high expectations--then, exceed them! Delivering what helps the customer . . . helps you. Customers are people--so, personalize the experience. Think logically--then act creatively and consistently. Make the customer the star of your show! Help your customers to come back for more. Creating joy for your customer will make your work--and life--more joyful!
If you want to be more than just a job title, Taxi Terry will inspire you to be better at what you do and become the best in your field. You'll find step-by-step strategies for each of the seven tenets, with actionable solutions that can be applied to an endless range of workplace problems. Also, with a special focus on "internal customers"--the people you rely on every day within your own company--the book addresses one of the most destructive issues in business today: employee disengagement. Using the same techniques that win over customers, you can actively engage coworkers, clients, and colleagues more effectively. In other words, everybody wins.
7 Tenets of Taxi Terry is your road map to an extraordinary journey--full of wonderful encounters and mutually rewarding experiences--that will take you anywhere you want to go.
PRAISE FOR 7 TENETS OF TAXI TERRY:
"Scott McKain is a great storyteller and Taxi Terry delivers: it provides you what you need to know and do to provide your customers the kind of experience that will delight them and keep them coming back for more." -- Mark Sanborn, author of The Fred Factor and CEO of Sanborn and Associates
"McKain clearly shows again why he is the master at teaching companies how they can out-market, out-sell, and out-service their competition." -- Dr. Tony Alessandra, author of The Platinum Rule and The NEW Art of Managing People
"McKain shows you how to consistently deliver a level of service that makes you and your business distinctive in the hearts and minds of your customers. You will want every person in your company to read this book and apply its lessons." -- Randy G. Pennington, author of the award-winning bestseller Make Change Work
"This book is another masterpiece from the brilliant business mind of Scott McKain." -- Patricia Fripp, CSP, CPAE, former president of the National Speakers Association and a leading executive speech coach
"I have loved the story of Taxi Terry every time I've heard Scott tell it. It's entertaining, funny, and always a crowd pleaser. In this great book, Scott gives you a chance to go deeper into the story and learn the lessons you need to deliver a great customer service experience." -- Larry Winget, television personality and six-time bestselling author of Grow a Pair and Shut Up, Stop Whining, and Get a Life!
Part 1: Introduction and Background
Part 2: Value Cocreation
Part 3: Service Exchange
Part 4: Service Ecosystems
Part 5: Institutions and Institutional Arrangements
Part 6: Resources and Resource Integration
Part 7: Actors and Practices
Part 8: Innovation
Part 9: Midrange Theory
Part 10: Selected Applications
Part 11: Reflections and Prospects
This Handbook is an essential reference text for scholars, students, consultants and advanced practitioners across a wide range of business & management practices and academic disciplines.
To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know.
But what turns casual customers into passionate promoters? What makes people stick with you for the long haul?
The industry experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier.
Now Fierce Loyalty reveals the principles and practices of these everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof. Full of eye-opening examples and practical tools, Fierce Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and:Make warm, authentic connectionsAsk the right questionsListen to learnDiscover the real job to be doneTake ownership of the customer’s issueFollow up and strengthen the relationshipShare insights openly and kindlySurprise people with unexpected extrasModel, teach, and reinforce these essential behaviors through weekly team huddles
It’s time to invest in building loyalty. Even small improvements mean a big boost to your bottom line…and improves your business overall.
Discover how your community can become a reliable support network, a valuable source of new ideas, and a powerful marketing force. This expanded edition shows you how to keep community projects on track, make use of social media, and organize collaborative events. Interviews with 12 community management leaders, including Linus Torvalds, Tim O’Reilly, and Mike Shinoda, provide useful insights.Develop specific objectives and goals for building your communityBuild processes to help contributors perform tasks, work together, and share successesProvide tools and infrastructure that enable members to work quicklyCreate buzz around your community to get more people involvedHarness social media to broadcast information, collaborate, and get feedbackUse several techniques to track progress on community goalsIdentify and manage conflict, such as dealing with divisive personalities
After a stint policing the rough streets of Kansas City, Missouri, Chris Voss joined the FBI, where his career as a hostage negotiator brought him face-to-face with a range of criminals, including bank robbers and terrorists. Reaching the pinnacle of his profession, he became the FBI’s lead international kidnapping negotiator. Never Split the Difference takes you inside the world of high-stakes negotiations and into Voss’s head, revealing the skills that helped him and his colleagues succeed where it mattered most: saving lives. In this practical guide, he shares the nine effective principles—counterintuitive tactics and strategies—you too can use to become more persuasive in both your professional and personal life.
Life is a series of negotiations you should be prepared for: buying a car, negotiating a salary, buying a home, renegotiating rent, deliberating with your partner. Taking emotional intelligence and intuition to the next level, Never Split the Difference gives you the competitive edge in any discussion.
This title serves a wide audience: novices who just want to test the waters and give Ubuntu a try, intermediate users, and those who want to take the next step toward becoming power users. It is not intended as a guide to highly technical uses like professional systems administration or programming, although there is some technical material here; the focus is on learning the landscape.
New in this edition is deep coverage of the groundbreaking, user-experience-focused Unity desktop, an innovative new style of human—computer interaction that has undergone extensive development and testing to provide powerful, industry-leading usability.
In addition, you willLearn how to use and customize Ubuntu for home, small business, school, government, and enterprise environments Learn how to quickly update Ubuntu to new release versions with upgraded applications Find up-to-the-minute troubleshooting advice from Ubuntu users worldwide to get the help you need quickly Learn Ubuntu Server installation and administration, including LVM and RAID implementation
The DVD includes the complete Ubuntu Linux operating system for installation on PC platforms. The disk is preconfigured with an outstanding desktop environment for both home and business computing, for novices and advanced users.