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.
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.