Leonard L. Berry
- Title: Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
- Author: Leonard L. Berry
- ISBN: 9780684845111
- Page: 323
- Format: Hardcover
This wise and inspiring book by Leonard Berry, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge sustaining long term success.In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field.From Berry s exactiThis wise and inspiring book by Leonard Berry, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge sustaining long term success.In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field.From Berry s exacting study of fourteen mature, highly successful, labor intensive companies comes an astonishing revelation the single most important factor in building a lasting service business is not a matter of savvy business practice, but of humane values In all fourteen award winning companies Bergstrom Hotels, The Charles Schwab Corporation, Chick fil A, The Container Store, Custom Research Inc Dana Commercial Credit, Dial A Mattress, Enterprise Rent A Car, Midwest Express Airlines, Miller SQA, Special Expeditions, St Paul Saints, USAA, and Ukrop s Super Markets values driven leadership connects with strategic focus, executional excellence, control of destiny, trust based relationships, generosity, investment in employee success, acting small, and brand cultivation to drive customer satisfaction, innovation, and growth Dedicating a chapter to each of these nine drivers, this book is the most far reaching and insightful vision ever presented of the principles and step by step actions that continuously bring success to life in a company.Berry s comprehensive model reveals the soul that underlies the strategies and day to day operations of great service companies, guiding the thousands of daily decisions of individual employees Clear, compelling, pathbreaking, Discovering the Soul of Service is essential reading for managers everywhere.
Recent Comments "Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success"
Leonard summarizes the main premise of this book as: "My purpose in this book is to identify, describe, and illustrate the underlying drivers of sustainable success in service businesses. Creating a successful service operation is unquestionably a difficult task. However, sustaining success can be even more difficult. Services are performances, and the challenge of sustaining the performers' energy, commitment, skills, and knowledge day after day, week after week. month after month, year after y [...]
Well written and makes a good point. Remember that your customers and employees are people, treat them accordingly and you will do much better than you would crunching numbers to improve the bottom line.
Most of the concepts have been covered in other texts. Berry did a great job of consolidating these time-proven concepts though. I did like the Exhibits and the research. The only pet peeve I have with any of these books (like Jim Collins' stuff) is when they focus so much on a small group of companies. That said, I realize that Berry was shooting to find companies that have all 9 drivers. The beauty of the text is that it doesn't not have to all be read from cover-to-cover. You can choose your [...]
This book has captured the secrets to developing and sustaining a culture of excellent customer service which any company will surely benefit from, especially if its livelihood depends on taking good care of customers. The observations of the author are still quite relevant today as they were back then when he wrote the book. It is a good read for any business professional out there.
Been in the work world a long time. Have never studied service to any great extent. This was a great overview of practical approaches to use with service organizations. A bit repetitive in the use of Nordstrom, Southwest, etc. Is a bit dated, who is doing well in 2011? If you want to learn about service approaches great place to start.
great service bookBest service related book I've read since "Setting the Table". Really great that uses companies to back up the findings
This book was included in my book: The 100 Best Business Books of All Time. 100bestbiz
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