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First, Break All The Rules:
…if you expect the best from people, then more often than not, the best is what you get.
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125 |
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First, Break All The Rules:
…with these outcomes defined, you can then avoid the time-wasting futility of trying to force everyone to satisfy their customers or treat their employees exactly the same way.
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126 |
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First, Break All The Rules:
…defining the right outcomes to measure culture can be quite a challenge. But it is worth the effort.
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128 |
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First, Break All The Rules:
Unrestrained empowerment can be a value killer.
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131 |
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First, Break All The Rules:
You want to take prospects… and turn them into advocates. Advocates are customers who are aggressively loyal.
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137 |
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First, Break All The Rules:
More businesses… realize that a customer who feels understood is a step closer to real satisfaction and genuine advocacy.
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139 |
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First, Break All The Rules:
…companies are trying to transform their tellers/salespeople/clerks into ‘consultants.’ They have realized that learning always breeds loyalty.
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140 |
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First, Break All The Rules:
Whatever you happen to think, if the customer thinks that a particular outcome isn’t valuable, it isn’t.
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143 |
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First, Break All The Rules:
…many companies… have forgotten that the customer is the ultimate judge of value.
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143 |
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First, Break All The Rules:
Vibrant companies must put together five-year plans. But they must be willing to change these five-year plans every single year. It’s the only way to stay alive. – Bran Ferren
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146 |
