Customer-Driven Change: What Customers Know, Employees Think, and Managers Overlook
by Bud Taylor (9781934812402)

Customer-Driven Change: What Customers Know, Employees Think, and Managers Overlook
 

Bud Taylor


Release Date: 01 August 2009
Format: Hardcover
Pages: 285
Category: Customer Service
Publisher: Brown Books
ISBN: 9781934812402
ISBN-10: 1934812404



All change theories and approaches agree on two essential ingredients: committed leaders and engaged employees. Most would say that if you have these, you will have successful changebut how do you get them? This is the point where change recipes often come up short. How do you encourage the commitment and engagement needed in your organization to survive reorganization, acquire a hostile competitor, establish a refreshed workforce strategy, or endure the necessary cutbacks during a recession? How do you get people out of their normal routine and involved in something bigger than themselves or their function? Customers, that's how By thinking about change from the customer's point of view, you will create sustained commitment and engagement within your organization faster than with any other approach. By encouraging leaders and employees to adopt a cohesive perspective, you will unlock the world's most powerful change strategyuniting leaders and employees through their customers.

AUD $35.95

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