People Powered: How Communities Can Supercharge Your Business, Brand, and Teams

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This book will become available on November 12, 2019. You will not be charged until it is released.

Harness the power of communities, both inside and outside of your organization, to drive value and revenue, activate your employees’ and customers’ talents, and create a highly engaged, loyal customer base.

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:

  • Salesforce.com has seen tremendous results with their community network of over 2 million members advocating for, supporting, and integrating Salesforce.com products
  • Star Citizen used Kickstarter to raise over $150 million to build their new video game and a community of over 2 million players.
  • Red Hat collaborated with their community to build industry-leading technology, which led to a $34 billion acquisition by IBM

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:

  • What is the key value proposition of building a community?
  • What kind of community do we need and how do we build and integrate it into our organization?
  • How do we incentivize and encourage people to get involved, build reliable growth, and keep community members engaged?
  • How do we develop authentic, productive relationships with community members both online and in person?
  • How do we get departmental buy-in, hire effectively, and create consistent, reliable community engagement skills in our organization?
  • What are the strategic and tactical pitfalls and roadblocks we need to avoid?
  • How do we make sure that our community continues to grow with us—and more importantly, how do we make sure that we continue to grow with them?

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.

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About the author

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.

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Additional Information

Publisher
HarperCollins Leadership
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Published on
Nov 12, 2019
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Pages
320
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ISBN
9781400214891
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Features
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Language
English
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Genres
Business & Economics / Business Communication / General
Business & Economics / Marketing / General
Business & Economics / Sales & Selling / General
Business & Economics / Strategic Planning
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Content Protection
This content is DRM protected.
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Eligible for Family Library

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A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. Traditional concepts of sales management, account management, and customer service are being overtaken by initiatives like customer business development, the strategic sales organization, and strategic customer management. This book aims to provide insights into how this revolution is unfolding and to provide a framework for executives and management students to address the issues involved. The book focuses on the transformation of the traditional sales organization into a strategic force leading the strategic customer management process in companies. Traditionally, the area of sales management has mainly been treated as a tactical, operational topic in the conventional marketing literature - simply part of the communications mix within the planned marketing programme. However, the emergence of major customers as dominant buyers in many sectors as a result of pressures towards consolidation and enhanced scale of operations, is changing the way in which sales issues are addressed in supplier organizations. The growth of new forms of buyer-seller relationship based on collaboration and partnering has encouraged organizations to reconsider the sales and account management operation as an important source of competitive differentiation in commoditized markets. Increasingly, sales is being perceived as a central part of business strategy and attention given to the challenges in better aligning sales processes with strategy. This has many implications for the design of the sales organization and its management strategy, which go far beyond the confines of conventional marketing views.
Inspired by the Ideas and Insight of Taxi Terry...The Best Guide to Customer Service You Will Ever Read

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!

In business, if people merely like you, you’re in trouble. They need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans.

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.

What is the one quality that all successful people have in common?

They have mastered the art of dealing with people!

Let this book show you how to:
Achieve your goals Handle the human ego Become a master conversationalist Make others feel good about themselves And much more!
Skill
with people is the one essential ingredient for success and happiness
at home and in business. "The Art of Dealing With People" gives you the
skills to take your people skills to a level that you never thought
possible!

Skill in human relations is similar to skill in any
other field, in that success depends on understanding and mastering
certain basic general principles. You must not only know what to do, but
why you're doing it.

As far as basic principles are concerned,
people are all the same. Yet each individual person you meet is
different. If you attempted to learn some gimmick to deal successfully
with each separate individual you met, you would be face with a hopeless
task.

Influencing people is an art, not a gimmick. When you
apply gimmicks in a superficial, mechanical manner, you go through the
same motions as the person who "has a way," but it doesn't work for you.


The purpose of this book is to give you knowledge based upon an
understanding of human nature: why people act the way they do. The
methods presented in this book have been tested on thousands of people
who have attended my human relations seminars. They are not just my pet
ideas of how you should deal with people, but ideas that have stood the
test of how you must deal with people. That is, if you want to get along
with them and get what you want at the same time.

Yes, we all
want success and happiness. And the day is long past, if it ever
existed, when you could achieve these goals by forcing people to give
you what you want. And begging is no better, for no one has respect for,
or any desire to help, the person who constantly kowtows and literally
goes around with his hand out, begging other people to like him.

The
one successful way to get the things you want from life is to acquire
skill in dealing with people. Download now and you will learn how.


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