Joseph Michelli is one of the world’s top authorities on creating an organizational culture dedicated to service excellence. In Prescription for Excellence, Michelli provides an in-depth look at the UCLA Health System and explains how you can use the same approach to dominate your own industry. UCLA Health system is known worldwide for its outstanding patient care and great staff and their overall success is driven by an organization-wide collaboration of visionary leaders. By breaking down the UCLA approach into five principles, Michelli shows you how to achieve similar goals by translating these steps into your own industry.
The Tipping Point: How Little Things Can Make a Big Difference by Malcolm Gladwell explores the astounding phenomenon of when an idea, trend, or social behavior crosses a threshold, tips, and spreads like wildfire. He describes the way tipping points have begun changing the way people throughout the world think about selling products and spreading ideas. Through simple yet entertaining explanations, Gladwell explores this relatively new occurrence in the context of today’s markets. Robert B. Cialdini’s bestseller, Influence: The Psychology of Persuasion, explores the psychological foundations of marketing. Whether you are a consumer or someone trying to urge others to buy or vote for your product, this is an essential read to navigate the minds of consumers. This book will resonate with readers and strike chords deep in their psyche. Readers will be able to use Cialdini’s theories on their own consumers in order to persuade them to buy their products.
In his first book, Delivering Happiness: A Path to Profits, Passion, and Purpose, Tony Hsieh, the iconoclastic CEO of Zappos, the online shoe retailer, explains how he created a culture with a commitment to service that improves the lives of its employers, customers, vendors, and backers. Drawing on anecdotes and stories from his own life experiences and the experiences of other companies, Hsieh connects with you by providing concrete ways that you and your company can achieve monumental success like Zappos. By providing details of the unique customer care practices of Zappos, Hsieh underscores the importance of company culture in order to bring forward great customer service and long-term branding. Delivering Happiness provides an account of Zappos employees and how their use Zappos’ Core Values outside of work to bring happiness to their personal lives.
Gary Vaynerchuk’s The Thank You Economy is about something greater than a single revolutionary platform. It is about the way we communicate, buy, and sell and the way consumers interact online and offline. This type of economy was born on the Internet and has given consumers back their voices by providing them with tremendous opinion-forming power through social media. Vaynerchuk describes how today companies must compete on a whole different level than they used to. Customers demand more from companies making it imperative for companies to provide excellent customer service and find compelling ways to grab customer attention. Vaynerchuk reveals the ways in which companies can become more personal to their entire customer base using social media. By offering data-driven evidence, this book shows that by harnessing the word-of-mouth power derived from social media can help companies profit and grow more than ever before.