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Indispensable: How To Become The Company That Your Customers Can't Live Without [Anglais] [Relié]

Joe Calloway

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Descriptions du produit

Présentation de l'éditeur

A five–step strategy for turning a commodity into a necessity When products and services become interchangeable, price becomes the ultimate determinant for consumers. Indispensable shows businesses how to break out of that cycle by using The Five Drivers–a strategy that takes companies to the next level of performance. Renowned business consultant Joe Calloway looks at how real companies have made their product or service "mission critical," and satisfied customers in the process. Indispensable goes straight to the heart of the issue and reveals how successful companies–of any size, in virtually any manufacturing, selling, or service endeavor–achieve market leadership through The Five Drivers of fierce customer loyalty. Indispensable shows readers how to: ∗ Create and sustain momentum: overcome organizational inertia and keep moving forward ∗ Develop habitual dependability: make consistency of performance a defining characteristic ∗ Connect continuously ∗ See the Big Picture Outcome: create compelling customer experiences ∗ Engage, Enchant, Enthrall: make magic in the marketplace With interviews, detailed case studies, and dozens of real–world, effective customer service ideas and initiatives, Indispensable is just what today′s forward–thinking businesses need.

Quatrième de couverture

Praise for 1ndispensable "I loved this book. Joe continues to teach a practical and powerful road map for a company′s success through personal connecting and service. Read this book and become truly indispensable to your customers." —Fred Wilson Chairman and CEO, Saks Fifth Avenue "If your key customers don′t think of you as indispensable, they should. In his latest straight–talking book, Joe Calloway tells you why that is true and teaches you what you need to know to make it happen." —Larry Morse President, Quill Corporation "I hate business books. . . too many graphs, studies, and analysis. They make me work. They make me have to figure out how the information will help me. Not this book. Joe has already done the work so I don′t have to. Joe tells me great stories of real companies full of real people that entertain me while I learn the lesson. He gives me understandable, easy–to–implement lessons that I know I can do. I hate business books, but I LOVE this one." —Larry Winget Author of Shut Up, Stop Whining, and Get a Life "If you want to run a truly superior business, this book is practical, sensible, down– to–earth advice on providing customer service that will simply separate you from the competition." —Joe Scarlett Chairman of the Board, Tractor Supply Company "Joe Calloway has provided us with another gift—Indispensable. In his book, he takes us on the journey of companies that every day maintain their focus on an ever–ascending, ever–improving path. The journey never ends, but far from discouraging, Joe′s book only adds to the joy and glory of the climb. This is a gift that should be opened and shared and provides a lifetime of opportunities for us all." —Marti Eulberg Executive Vice President, Sales Operations Volvo Cars of North America, LLC

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If you were to list categories and say to me, "Quick, give me a name!" it would go something like this: Advertising agency: Engel Creative-They're the only ad agency I've used for 20 years. Lire la première page
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Couverture | Copyright | Table des matières | Extrait | Index | Quatrième de couverture
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Commentaires client les plus utiles sur (beta) 4.6 étoiles sur 5  12 commentaires
13 internautes sur 13 ont trouvé ce commentaire utile 
5.0 étoiles sur 5 Fabulous ideas backed up by case studies 15 novembre 2005
Par Business Book Skeptic - Publié sur
When I saw the raving testimonials on the back cover by executives from Saks Fifth Avenue, Volvo, Tractor Supply, and Quill Corporation, I was dubious. What could be so great about this book? I'm a believer. From understanding how to compete against the "lowest price" provider to unique case studies ranging from a revolutionary bank and W Hotels to a pancake restaurant and selling guru Geoffrey Gitomer (Little Red Book of Selling), Calloway has written a compelling business book that will force you to examine your own business in a way that inspires performance improvement. Those who haven't spent time "in the trenches" of business or management probably won't get it, but for those who have to constantly find ways to improve productivity - this is the book to read this year. You won't find a book with more practical or engaging case studies anywhere.
10 internautes sur 10 ont trouvé ce commentaire utile 
5.0 étoiles sur 5 An Excellent Book 20 juin 2005
Par John B. Spence - Publié sur
I read dozens of business books each year, and have more than 40 "customer service / customer focus" books sitting on the shelf next to my desk -- but I would easily put this book in my top 3! Very well written, great ideas, real-life examples -- all delivered in a lively, honest - even fun format. I have read Joe's other book too (How to become a category of one) -- also a book full of super ideas. This book is absolutely worth buying and reading.

I highly recommend "Indispensable" -- I liked it so much I gave copies to all my staff and a few of my top clients!

John Spence --- [...]
8 internautes sur 8 ont trouvé ce commentaire utile 
5.0 étoiles sur 5 Read this book! 28 septembre 2005
Par Roger E. Herman - Publié sur
Meet Joe Calloway, a consultant on branding and competitive positioning. He's delightfully candid, direct, instructive, and stimulating. As you read this book, you will get to know Calloway as a human and consumer with feelings...that certainly come out in this text. I thoroughly enjoyed page after page of stories of how companies become indispensable...or not. The conversational tone is captivating and motivating.

You'll read about the Five Drivers: create and drive momentum, develop habitual dependability, continuous connection, big picture outcome, and engage, enchant, and enthrall. The chapters illuminate these drivers and deliver even more. I found myself looking at my business relationships much differently-both as a consumer and as a deliverer of goods and services. Between Calloway's lessons, countless examples, and case studies is an intricate fabric of a clear message. Be indispensable or lose to the competition. I won't tell you more details-there's too much to try to convey the depth of this book in a review. Read it.

Expect to be thoroughly engaged by this book, eager to return to it every time you put it down. And, expect to send it to someone who really needs it when you're finished!
5 internautes sur 5 ont trouvé ce commentaire utile 
5.0 étoiles sur 5 Definitely a must read! 11 juin 2005
Par CoraMarie Clark - Publié sur
Joe Calloway is a brilliant thinker, author and speaker! His thoughts on how to become 1ndispensable are practical, stimulating truths that few take the time to either think through or consistently act on. Joe's writing style is engaging and energizing, inspiring the reader to build on the Five Drivers in our businesses so that we can become the company our customers can't live without.
My mind is racing, considering the multitude of opportunities that when acted upon will create profound results...
I highly recommend this book.
5 internautes sur 5 ont trouvé ce commentaire utile 
5.0 étoiles sur 5 Get's to the point quick. Great Examples 30 juin 2005
Par Matt McDonald - Publié sur
I've read many management books in my time and Indispensable: How To Become The Company That Your Customers Can't Live Without really hits home on creating a great company. A very easy read, with great examples that prove the points he makes.
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