The Million Dollar Greeting
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The Million Dollar Greeting

Today’s Best Practices for Profit, Customer Retention, and a Happy Workplace
Dan Sachs
Apollo Publishers
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ISBN-13:
9781948062152
Veröffentl:
2018
Seiten:
204
Autor:
Dan Sachs
eBook Typ:
EPUB
eBook Format:
Reflowable
Kopierschutz:
Adobe DRM [Hard-DRM]
Sprache:
Englisch
Systemvoraussetzungen
Beschreibung:

Interviews and case studies with nine top business leaders reveal how extraordinary customer service brings high profit, brand loyalty, and a vibrant workplace, and show how you can implement their techniques in your own business. For more than twenty years, Dan Sachs has helped established and emerging businesses use hospitality practices to strengthen employee moral, customer retention, and profits. In The Million Dollar Greeting, readers accompany Sachs as he travels across the United States and Canada, interviewing leaders from both large and small companies, including: Ari Weinzweig (Zingerman's Delicatessen) Rob Siefker (Zappos) Mike McDerment (FreshBooks) Steve Hindy (Brooklyn Brewery) Richard Coraine (Union Square Hospitality Group) Mark Hoplamazian (Hyatt Hotels) Paul Speigelman (BerylHealth) Jerrod Melman (Lettuce Entertain You Enterprises) Nick Sarillo (Nick's Pizza & Pub) Each of the companies featured is consistently profitable with its success directly tied to its exceptional customer satisfaction and employees who rank their organization in the top places to work in North America. The original words of the business owners, including their practices, are shared and analyzed by Sachs. Instructional takeaways are written for the business world as it exists today and with consideration for expected changes over the coming years. Topics covered include answering the question of what modern-day hospitality is and why it matters in the digital age; what interpersonal practices, such as the use of empathy, lead to brand loyalty, high financial rewards, and the retention of top employees; how to create a dynamic work culture and the best ways to support employees of different age groups, from baby boomers to millennials; and what practices will grow increasingly critical for businesses to implement over the coming years.

Interviews with innovative business leaders and compelling case studies reveal today's best practices for customer and employee loyalty, high profits and sustainability, and a fulfilling work culture in businesses of all sizes. 

Dan Sachs guides established and emerging businesses as they strengthen employee morale, customer retention, and profits. In The Million Dollar Greeting, he interviews cutting-edge leaders from large and small companies that are consistently profitable with their success directly tied to exceptional customer satisfaction and employees who rank their company among the top places to work. 

The original words of the business owners, including their practices, are shared and analyzed by Sachs and instructional takeaways are written for the business world as it exists today and with consideration for expected changes over the coming years. Topics covered include answering the question of what modern-day customer service is and why it matters in the digital age; what interpersonal practices lead to brand loyalty, high financial rewards, and the retention of top employees; how to create a dynamic work culture and the best ways to support employees of different age groups; and what practices will grow increasingly critical for businesses to implement over the coming years. 

Among the business leaders interviewed in the book and companies given as case examples are:

  • Rob Siefker of Zappos
  • Mark Hoplamazian of Hyatt Hotels
  • Ari Weinzweig of Zingerman’s Delicatessen
  • Steve Hindy of Brooklyn Brewery
  • Mike McDerment of FreshBooks
  • Richard Coraine of Union Square Hospitality Group
  • Paul Speigelman of BerylHealth
  • Jerrod Melman of Lettuce Entertain You Enterprises
  • Nick Sarillo of Nick’s Pizza & Pub 

For all entrepreneurs, managers, and employees eager to see their company thrive, this insightful volume reveals how to make your business stand out from competitive companies, how to be effective in your position, and how to make sure fulfillment and success define your business in today’s competitive climate and for years to come. 

 

Introduction: A Brief (But Necessary) History of Customer Service

It All Starts with Hospitality, Baby

Section 1: The Evanglists

  1. Zingerman's: Laser-Focused on Customer Service
  2. Nick's Pizza & Pub: Employees in Charge
  3. BerylHealth: Everyone Deserves a “Thank You”

Section 2: The Transformers

  1. Zappos: If You're Not Changing, You're Dying
  2. FreshBooks: It's All about the Rock Stars—a.k.a. Customer Service
  3. Brooklyn Brewery: Education

Section 3: The Pragmatists

  1. Lettuce Entertain You: Consistency for the Brand and the Customer
  2. Union Square Hospitality: Start at Square One—HIRING
  3. Hyatt: Top-Down Empathy

Lessons Learned

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