Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts

Business Stripped Bare: Adventures of a Global Entrepreneur Review

Business Stripped Bare: Adventures of a Global Entrepreneur
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Business Stripped Bare: Adventures of a Global Entrepreneur Review"...enjoy your life. You only get one."
If you have read previous Sir Richard Branson's books; you have read most of it already. However, this book, "Business Stripped Bare: Adventures of a Global Entrepreneur", Sir Richard Branson focused solely on the business side of his life. Actually, all his life is about business! Unlike other business book writers, he has the first-hand experience in Virgin. In this book, he covered lots of topics. A quote from the book "So all I can do for you now (and I firmly believe that this is all anyone can honestly do) is map the territory I've seen. The good news is, I've covered a lot of territory."
Contents
- Introduction
- People: Find Good People - Set Them Free
In this chapter, he generally wrote about the culture in Virgin.
- Brand: Flying the Flag
Richard Branson wrote exclusively on Virgin Blue in Australia and how he fought hard to beat the competition and established the Virgin brand there.
- Delivery: Special Delivery
Among other things, he started the chapter with Virgin Trains and how it reshaped the industry in UK. He moved onto how he run Virgin Records and how he started Virgin Mobile in UK and in the US.
- Learning from Mistakes and Setbacks: Damage Report
Failure to acquire the bank, Northern Rock, is the focus of this chapter. Richard Branson is also subjected to mistake and he wrote on how to bounce back.
- Innovation: A Driver for Business
Virgin Galactic is going to be huge and tell me after you read this chapter that you don't want to travel into space!
- Entrepreneurs and Leadership: Holding on and Letting Go
He wrote about his experience with Nelson Mandela and how he set up Global Elders to tackle the humanity issues around the world.
- Social Responsibility: Just Business
This chapter is fantastically inspiring. He separated it into two parts. The first is about his activities to relieve Africa from HIV and Aids. He also wrote about Bill Gates and how they shared philanthropy to make the difference in the world. The other part is the climate change issue. You heard it all before but instead of pouring fear to you, Richard Branson offers you hope.
- Epilogue: Success
...
This book is not written as an autobiography. I think of an ideal business book and I'll compare Business Stripped Bare to it; a book that is easy to read, distinct, practical, credible, insightful, and provides great reading experience.
Ease of Understanding: 8/10: Richard Branson wrote it in plain language and make the readers follow him easily. The drawback of the book is that sometimes, the issues jump back and forth from mobile to records to airline to health clubs to finance and so on! Anyway, the part on Virgin Galactic (the rocket science) is not rocket-scientifically difficult to understand!
Distinction: 7/10: Although his life experience is one of its kind, there are other books on this already namely "Losing My Virginity" and "Screw It, Let's Do It" by... Richard Branson...! However, the way he explained the general ideas of people, innovation, brand, etc (the usual business terms) through his experience is unlike those typical business books that litter these contents with figures, theories, graphs, models, metaphors and so forth.
Practicality: 5/10: Richard Branson offers no solid steps to encourage people, enrich brand, turbocharge delivery, foster leadership, and so on. He believes that everyone has his/her own story and way. He did not say that following him is the best approach to business but he made you think of your own. However, his general comments (with his experience as the credentials) are valuable and you cannot really dispute them.
Credibility: 10/10: His ideas are proven; people, brand, delivery, leadership, and so on. He made it work. Where is the better place to find the idea of business and entrepreneurship other than the words of one of the greatest global entrepreneurs?
Insight: 7/10: Although Richard Branson do not describe the ideas of innovation, brand, people, social responsibility with academic researches and scientific findings, he wrote it from his experience which is more valuable than most researches. Not that researches are insignificant but his life should be taught as a module in business schools. But if you already read his other books, this book will offer you only few new contents.
Reading Experience: 10/10: This book is like a journey into one of the most adventurous businessmen in the world. Like he said, the book (his life) covers a lot of territory. If you like reading other people's life, there is no better person to read than Richard Branson. This book is like an adventure that it starts out with serious business contents with sparks of excitement and ends with good causes and social responsibility that we can make a difference not on but to Earth.
Overall: 7.8/10: This book is encouraging; it encourages you to go out and start a business. This book is motivating, it motivates you to make your business exciting. This book is inspiring; it inspires you to make you business meaningful and virtuous. This book will not make you want to be Richard Branson but it will make you want to have a great business life. This autobiographical business book is for everyone who loves business. If you have read Richard Branson's book before, do not expect it to be something totally new. If you have not, I don't see a reason why shouldn't you give it a try.
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The Corner Office: Indispensable and Unexpected Lessons from CEOs on How to Lead and Succeed Review

The Corner Office: Indispensable and Unexpected Lessons from CEOs on How to Lead and Succeed
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The Corner Office: Indispensable and Unexpected Lessons from CEOs on How to Lead and Succeed ReviewFirst, the author is a New York Times Sunday business columnist, and he knows what he is talking about. He compared different businesses and their CEOs. He wanted to find out why some people succeeded better than the others - was it the way they led or was there something else that made them differ from the others?
This book evaluates the persons based on their characters and personal attributes.
The author has interviewed and observed 75 CEOs and corporate executives, including companies like Aflac, Xerox, Continental Airlines, Cisco, Intercontinental Hotels, Timberland, and Yahoo.
You will learn a lot of how these examplary CEOs operate and evaluate their employees, and how their daily decisions affect the business and other employees.
But, it's not just the business decisions that are evaluated in the office but also the facial expressions and how you dress up...
A quote of the book:
"CEOs have learned firsthand what it takes to succeed and rise to the top of an organization. From the corner office, they can watch others attempt a similar climb, and notice the qualities that set people apart. As they evaluate talent, they learn to divine why one person is more likely to succeed than another. When they bring in talent from the outside, they watch as some new hires blend in better than others. Who succeeds? Who fails? Why? It's a feedback loop that expands with every additional person they manage, creating a kind of laboratory for studying the qualities that enable people to succeed."
The book is divided in 3 parts:
part 1: Succeeding
part 2: Managing
part 3: Leading
I ordered the kindle edition, and for some reason, my kindle version did not allow me to do any serches in this book. I was a bit disappointed that I had not put any bookmarks while I read it because afterwards it was hard to find some topics.
I found it interesting to read how the CEOs built teams and how they value different chracteristics.
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Delivering Happiness: A Path to Profits, Passion, and Purpose Review

Delivering Happiness: A Path to Profits, Passion, and Purpose
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Delivering Happiness: A Path to Profits, Passion, and Purpose ReviewThere has been quite a crop of customer service related books recently, as well as the classics in the field. They each have their own angle, and I'm going to use this brief review as a chance to summarize where Delivering Happiness falls in this group as well as how to complement it with a couple of other books with different approaches that make for a very well-rounded outlook in tandem.
As far as [[Delivering Happiness: A Path to Profits, Passion, and Purpose:]]
I was privileged to get a galley of this much-anticipated title. It's the story of an entrepreneur and the different paths he took (or twists in the one path, depending on how you look at it). A fascinating story, and not just because of the bezillion dollars he got selling the company to amazon. (And: how can you not like a guy who calls his warehouse WHISKY (WareHouse Inventory and Supply in Kentucky -- Page 118)? Heavy emphasis on his pursuit of happiness for himself and his staff -- very admirable and inspiring.
If you're looking to directly transform your customer service/customer experience, you may want to add to Tony's inspiring autobiography some directly actionable books to help you turn his ideas into techniques you can put into practice right away -- and that are highly consonant with Tony's pro-employee, pro-customer, outlook -- I suggest two books --one a classic, one that's new this Spring -- that can take care of this for you.
1. Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
This, like Tony Hsieh's book, is a new title this Spring. Practical, useful insights from the insiders who created high-tech startups and The Ritz-Carlton. Contains specific prescriptions for how to handle many different customer situations like they're handled at the companies profiled inside (incl: Zappos, Ritz-Carlton, Netflix, Charlie Trotter's, Lexus,), appendices with scripts you can use right away, etc.
2. [[Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer]]
This is an older title, and a classic: how a texas cadillac dealer, of all people, mastered great customer service. Extremely simple, but never simplistic. Has inspired many business leaders since it was written. Many pages have usable, actionable insights. If you don't have this in your library (and in your psyche) yet, why not? You can probably grab it used for next to nothing, and the wisdom is timeless enough that you hardly need the "latest revised edition" if you need to save a few dollars.
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Make It Glow: How to Build a Company Reputation for Human Goodness, Flawless Execution, and Being Best-in-class Review

Make It Glow: How to Build a Company Reputation for Human Goodness, Flawless Execution, and Being Best-in-class
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Make It Glow: How to Build a Company Reputation for Human Goodness, Flawless Execution, and Being Best-in-class ReviewIn a universe of business books filled with platitudes and MBA jabber, "Make It Glow" shines through like a beacon. The book's author, Tom DeCotiis, is a PhD. who can write in a very direct and effective manner. His observations about the stages of business development, especially the notion of "wobble," ring true. At some level, the book is an expression of his personal philosophy about honorable conduct in business. And there is nothing more honorable - or profitable - than living up to the tenets of your company's brand.Make It Glow: How to Build a Company Reputation for Human Goodness, Flawless Execution, and Being Best-in-class Overview

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The Ultimate Customer Support Executive: Unleash The Power Of Your Customer Review

The Ultimate Customer Support Executive: Unleash The Power Of Your Customer
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The Ultimate Customer Support Executive: Unleash The Power Of Your Customer ReviewPhil writes a compelling book for the support executive. It is straight forward and makes you turn your thinking inside out when determining your customer relationship management strategy. It provides a clear and practical guide to creating a strategy for your people, processes, and technology. You can read this book in a weekend and start applying Phil's recommendations the following week. Your entire organization will be a better place if you. This book is thought provoking, but more importantly practical.The Ultimate Customer Support Executive: Unleash The Power Of Your Customer Overview

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