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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 hospital
Inhaltsverzeichnis
Foreword by Alwyn Scott
Introduction: A Brief (But Necessary) History of Customer Service
It All Starts with Hospitality, Baby
Section 1: The Evangelists
Chapter 1: Zingerman’s: Laser-Focused on Customer Service
Chapter 2: Nick’s Pizza & Pub: Employees in Charge
Chapter 3: BerylHealth: Everyone Deserves a "Thank You"
Section 2: The Transformers
Chapter 4: Zappos: If You’re Not Changing, You’re Dying
Chapter 5: FreshBooks: It’s All about the Rock Stars—a.k.a. Customer Service
Chapter 6: Brooklyn Brewery: Education
Section 3: The Pragmatists
Chapter 7: Lettuce Entertain You: Consistency for the Brand and the Customer
Chapter 8: Union Square Hospitality: Start at Square One—HIRING
Chapter 9: Hyatt: Top-Down Empathy
Chapter 10: Lessons Learned.
Bibliography
Acknowledgments
Über den Autor / die Autorin
Dan Sachs is a professor at the University of Chicago’s Booth
School of Business and the executive director of Deep Tech Ventures at
the Polsky Center for Entrepreneurship and Innovation. He was formerly a
professor of entrepreneurship, hospitality management, and service
leadership at DePaul University, as well as the president of Meerkat
Restaurant Advisory, an A-list advisory group. From 1999 to 2015, he
owned the Bin 36 restaurant group, where he developed and operated
several wine-focused restaurants and worked with famous restaurateurs
including Danny Meyer, Drew Nieporent, and Paul Bartolotta. He has an AB
from Harvard College and a master’s degree from the Parisian culinary
school École de Cuisine La Varenne. He lives in Chicago, IL.
Zusammenfassung
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 hospital
Vorwort
Mainstream media targets to include business, finance, and general interest print, online, TV, podcast, and radio for excerpts and interviews. Targets to include New York Times Business, WSJ Business and Finance, Financial Times, Business Insider, Inc., Wired, and more.
Local media targets and in-person signings in Chicago: Media targets to include Chicago Sun-Times, Chicago Tribune, WBEZ, and WGNTV, and local signings and events to be organized at bookstores and libraries.
Trade media outreach will target Publishers Weekly, Kirkus, and Library Journal.
Social media influencer and BookTok outreach to spread word of the book to business book reviewers on social.
Targeted keywords to entrepreneurs, managers, and employees looking for business growth.
