One Size Fits One
The Service Culture for the Next Millennium
Published on 6. January 1997
Book
Hardback
304 pages
978-0-471-28706-3 (ISBN)
Description
Advance praise for: One Size Fits One "It's a book that should be read every year. With customers today having more choices than ever before, how you serve them could be the difference between keeping or losing those valuable customers and your business. One Size Fits One will help guide you." - Chandler Barton, Chairman, Coldwell Banker Corporation "A powerful, must-read map for discovering a valuable and elusive treasure: customer loyalty. One Size Fits One will transform you into a demanding consumer and passionate service provider to customers, associates, and employees." - Chip R. Bell, Author, Customers as Partners and Managing Knock Your Socks Off Service "One Size Fits One will show your organization how to treat every customer like they're your only customer." - Roger Dow, Vice President and General Sales Manager, Marriott Hotels and Resorts Worldwide, Co-author, Turned On "If you are in the service business you have to read this book! Gary is one of the few people in this field who truly understands that the environment you create for your employees largely dictates the quality of service your customers will receive."
- Kim Jeffery, President and CEO, Perrier Group of America "Profound and powerful, One Size Fits One lays out a convincing argument for the ways in which we need to build our organizations to better serve our customers, our employees and our communities." - Patrick O'Donnell, Chief Executive Officer, Apsen Ski Company "In a world where relationships are the currency of the future, this book sets the standard for the next generation of service. Witty, informative, and highly entertaining, One Size Fits One will help you navigate through this highly personalized customer revolution." - Sandra Kurtzig, Founder and former Chairman, ASK Computer Systems
- Kim Jeffery, President and CEO, Perrier Group of America "Profound and powerful, One Size Fits One lays out a convincing argument for the ways in which we need to build our organizations to better serve our customers, our employees and our communities." - Patrick O'Donnell, Chief Executive Officer, Apsen Ski Company "In a world where relationships are the currency of the future, this book sets the standard for the next generation of service. Witty, informative, and highly entertaining, One Size Fits One will help you navigate through this highly personalized customer revolution." - Sandra Kurtzig, Founder and former Chairman, ASK Computer Systems
More details
Language
English
Place of publication
New York
United States
Publishing group
John Wiley and Sons Ltd
Target group
Professional and scholarly
Dimensions
Height: 238 mm
Width: 162 mm
Weight
567 gr
ISBN-13
978-0-471-28706-3 (9780471287063)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Persons
About the Authors Gary Heil is an educator, business consultant and expert on leadership, service quality, and change management. Founder of The Center For Innovative Leadership, Heil is a highly regarded speaker and frequent commentator on American and Australian radio and television. In addition, Heil has served on the Board of Examiners for The Malcolm Baldrige Quality Award and is co--author of Leadership and The Customer Revolution. Tom Parker is an organizational consultant, educator, and author. Parker has taught at Stanford and the University of California. In addition to developing communication tools and strategies for corporations, he was recently nominated for the National Book Award and the Pulitzer Prize. Co--author of many books, including the best--selling Leadership and The Customer Revolution with Gary Heil. Deborah Collins Stephens is co--founder of The Center for Innovative Leadership. Having held various positions in the publishing industry, she also worked in the public sector, with several of California's most notable leaders. Her work and research have specialized in the areas of service quality, economic development, welfare reform, and leadership.
Content
Partial table of contents: WELCOME TO A WORLD WHERE ONE SIZE FITS ONE. Relationships Are the Currency of the Future. BUILDING RELATIONSHIPS ONE CUSTOMER AT A TIME. The Average Customer Does Not Exist--Get to Know Us. Make Our Experience Special: Give Us Something to Talk About. Trust Us and We'll Trust You. Don't Take Us for Granted. Employ People Who Are Ready, Willing, and Able to Serve Us. We Care Whether You're a Responsible Corporate Citizen. BUILDING RELATIONSHIPS ONE EMPLOYEE AT A TIME. Getting on With the Job. Creating a Cause Worthy of Commitment. Ensuring that Every Person has a Meaningful Role. Building Cooperation Instead of Internal Competition. Developing an Optimistic, Caring, and Supportive Environment. Building Trust One Employee at a Time. Index. The Center for Innovative Leadership.