Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success

Discovering the Soul of Service The Nine Drivers of Sustainable Business Success 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 susta

  • Title: Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
  • Author: Leonard L. Berry
  • ISBN: 9780684845111
  • Page: 161
  • 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.
    Discovering the Soul Dr Oct , In Discovering the Soul he shares actual case studies of how he and his patients dealt with and resolved issues concerning out of body experiences, reincarnation, ghosts visitations, near death experiences, spirit interventions, and the like Dr Jarmon also explores and discusses how he dealt with his own concerns about the reality of these observations and healings. Discovering Soul Discovering Soul leading you on a spiritual journey to make sense of the past and discover your future. Discovering the Soul The Amazing Findings of a Sep , Discovering the Soul is an exceptional book for all the right reasons it is well written, authoritative and compassionate Reincarnation Internat l, Oct Dr Jarmon s book is a good example of the new direction in which the study of the paranormal is moving. Discovering the Soul by Robert Jarmon, Paperback Barnes Sep , Discovering the Soul of Your Story sheds new light on how to create and develop stories of any genre, type, form, or medium and exposes the hidden elements that make any story great Its insights will help you understand stories Discovering Your Soul s Purpose l Purpose of the Soul l Figuring what the soul is, depends on what religion or what belief system that you follow For example, Buddhism denies the existence of an unchanging or eternal soul created by a God Hindus Breaking news Scientists Have Discovered the Soul Many of the properties of the soul predicted by ancient cultures and religions have been confirmed, said one physicist on the discovering team, who preferred to remain anonymous An artist s rendition of the soul We have found the soul to be responsible for differences in personality between people, at the p. significance level It carries information about our past and its meaning to us, and quite a

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    One thought on “Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success

    1. 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 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 year especia [...]

    2. 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.

    3. 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 company s [...]

    4. 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.

    5. 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.

    6. great service bookBest service related book I ve read since Setting the Table Really great that uses companies to back up the findings

    7. This book was included in my book The 100 Best Business Books of All Time 100bestbiz

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