In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.
“The 5 Choices provides the methods to get the right things done, not try to get everything done, and to feel like you made a meaningful contribution at the end of the day.” —Kevin Turner, former COO of Microsoft For fans of Deep Work, Great at Work, and the 7 Habits of Highly Effective People, The 5 Choices is an essential guide for understanding productivity and time-management in the 21st century. Every day brings us a crushing wave of demands: a barrage of texts, emails, interruptions, meetings, phone calls, tweets, breaking news—not to mention the high-pressure demands of our jobs—which can be overwhelming and exhausting. The sheer number of distractions can threaten our ability to think clearly, make good decisions, and accomplish what matters most, leaving us worn out and frustrated. From the business experts at FranklinCovey, The 5 Choices is an exploration of modern productivity. It offers powerful insights drawn from the latest neuroscience research and decades of experience in the time-management field to help you master your attention and energy management. The 5 Choices is time management redefined: through five fundamental choices, it increases the productivity of individuals, teams, and organizations, and empowers individuals to make selective, high-impact choices about where to invest their valuable time, attention, and energy. The 5 Choices—like “Act on the Important, Don’t React to the Urgent” and “Rule Your Technology, Don’t Let It Rule You”—will not only increase your productivity, but also provide a renewed sense of engagement and accomplishment. You will quickly find yourself moving beyond thinking, “I was so busy today, what did I actually accomplish?” to confidently realizing “I did everything I needed to accomplish today—and did it meaningfully.”
In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.
Time management has been redefined for the twenty-first century. Learn how to increase your productivity by mastering five choices that will leave you feeling confident, energized, and productive.
The effects of globalization and the momentous changes to the political map of Europe have led to a world in which multiculturalism and ethnic differences have become issues of increasing importance. In Nordic countries, relationships between new immigrants, local ethnic groups and majorities are created in ongoing and sometimes heated discussions. In transforming multicultural societies, folklore has taken on new manifestations and meanings. How can folklore studies illuminate the present cultural, political and historical changes? Creating Diversities. Folklore, Religion and the Politics of Heritage seeks answers to this question. It emphasizes two important factors in the cultural and political exchanges among historical minorities, recent immigrants, and the majority groups dictating the conditions of these exchanges. The first factor is religion, which is a powerful tool in the construction of ethnic selves and in the establishment of boundaries between groups. The second factor is the role of national and regional folklore archives and ethnographic and cultural historical museums which create ideas and images of minorities. These representations, created in different political climates, affect the general understanding of the people depicted. Fifteen well-known folklorists and ethnographers from Norway, Sweden, Finland, Estonia and the United States offer insights and background material on these problems. In addition to immigrants and ethnic minorities in the Nordic countries, especially the Sámi, examples are sought from among the Finno-Ugrian minorities in Russia and the Nordic population in North America.
Current debates around participation and marginalization dominate the agenda of many European political forums. There is an increasing concern about the stability of social cohesion and a growing number of particular groups of people who are regarded as being at risk of being socially excluded or marginalized. This volume goes beyond the surface of public discussions to look at the central role played by welfare services in European societies in either strengthening or hindering participatory citizenship and democracy. In current discussions welfare services - understood in a broad sense - are centrally positioned: there are high expectations that welfare services can hinder marginalization and enable participation. Yet marginalization is, in most cases, rooted in the deeper structures of society, with economy, participation and involvement dependent on political or highly personal factors, which are beyond the scope of welfare services. This groundbreaking volume posits that participation and marginalization are ’twin’ concepts, expressing opposing sides of one and the same processes faced by individuals and communities. It will be essential reading for social workers, sociologists and policy-makers throughout Europe.
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