Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life
Author: T Scott Gross
In today's tough economy, cutting prices and providing good service aren't enough. To be truly successful, innovative businesspeople must learn the art of Positively Outrageous Service (POS)-doing the unexpected unexpectedly and giving the customer more than he or she could hope for.
POS put customer service guru T. Scott Gross on the map in the early 1990s. For the first time in more than ten years, he brings these concepts into the 21st century with the second edition of Positively Outrageous Service. He examines what's wrong in the service industry today and how to turn those negatives into POS. In his signature, slightly irreverent, but always insightful style, he shows managers at every level of the service industry how to:
•Follow the four key Principles of Promotions to build a customer base, have fun, get people to your store, get people involved with your product,and do something good for others.
• Hire the right people and show them the fundamentals of POS.
• Energize and obtain the most creativity out of employees.
• Win over customers when mistakes happen, no matter who is at fault.
POS is not just a way of doing business, according to Gross, it's also a state of mind and the key to success in the 21st century. T. Scott Gross is a consumer advocate whose client roster for consulting, training, and speaking reads like a who's who of the Fortune 500. Countless businesses, including Southwest Airlines, FedEx, McDonald's, Sears, and Wal-Mart, have asked him to motivate the troops at sales meetings and conferences worldwide.
Table of Contents:
| Preface | xi | |
| Part 1 | Pos: An Affair of the Heart | |
| 1 | In the Beginning | 3 |
| 2 | More POS Stories | 17 |
| 3 | Sam Walton's Killing Me! Or Why POS Is the Competitive Advantage | 29 |
| 4 | Service Is an Affair of the Heart | 43 |
| 5 | Trends | 53 |
| Part 2 | A Positively Outrageous Solution | |
| 6 | The History of POS | 73 |
| 7 | Inviting the Customer to Play | 79 |
| 8 | Competence, Confidence, Comfort | 91 |
| Part 3 | The First Step to Pos: Microbranding | |
| 9 | The Secret to Standing Out | 109 |
| 10 | See It! | 119 |
| 11 | Name It! | 137 |
| 12 | Staff It! | 147 |
| 13 | Market It Like There's No Tomorrow! | 159 |
| 14 | POS Marketing | 167 |
| Part 4 | The Manager's Toolbox | |
| 15 | The Manager's Toolbox | 183 |
| Index | 205 | |
| About the Author | 211 |
Interesting book: Competing by Design or Econometric Analysis of Panel Data
Bitter Fruit: The Story of the American Coup in Guatemala
Author: Stephen Schlesinger
Bitter Fruit is a comprehensive and insightful account of the CIA operation to overthrow the democratically elected government of Jacobo Arbenz of Guatemala in 1954. First published in 1982, this book has become a classic, a textbook case of the relationship between the United States and the Third World. The authors make extensive use of U.S. government documents and interviews with former CIA and other officials. It is a warning of what happens when the United States abuses its power.
Table of Contents:
| Introduction | ||
| Foreword | ||
| Reflections in 2005 | ||
| 1 | The battle begins | 7 |
| 2 | A teacher takes power | 25 |
| 3 | An age of reform | 37 |
| 4 | The clouds gather | 49 |
| 5 | The overlord : the United Fruit Company | 65 |
| 6 | Advertisements for myself | 79 |
| 7 | Operation success | 99 |
| 8 | The liberator | 119 |
| 9 | The proconsul | 131 |
| 10 | The secret voyage of the "Alfhem" | 147 |
| 11 | The final countdown | 159 |
| 12 | Arbenz fights back | 173 |
| 13 | The longest day | 191 |
| 14 | The liberation | 205 |
| 15 | The aftermath | 227 |
| Afterword | 257 |
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