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Jingdong book

卓越的悖论:表现卓越却无助于业绩的提升

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卓越的悖论:表现卓越却无助于业绩的提升

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《卓越的悖论:表现卓越却无助于业绩的提升》的作者戴维·莫斯比和迈克尔。韦斯曼都是具有多年商业咨询管理经验的资深专家,他们的策略曾经帮助多家世界顶尖公司赢得最大化的销售量和利润,高额的资本增长和杰出的产品声誉。他们研究发现,自上个世纪80年代开始,随着客户越来越受到企业的重视和保护,客户的忠诚度却日益下滑,于是提炼出“卓越的悖论”这一崭新的观点,并给出了建设性的解决方案,致力于提升公司在客户心目中的价值。
《卓越的悖论:表现卓越却无助于业绩的提升》适合放在每个公司的管理团队休息室里。与那些艰深晦涩的营销理论书籍不同,《卓越的悖论:表现卓越却无助于业绩的提升》的第一部分用一个生动而富有悬念的故事,告诉人们一个在今天的商业和服务环境下必须掌握的道理——公司优秀的表现导致客户更高的期待,而如果缺乏妥善的沟通,如此高的期待值足以导致客户对公司的不满甚至彻底失望。
《卓越的悖论》的第一部分讲述了一个关于管理的故事,阐明了悖论的症状和起因,提供了克服悖论的一种明确方式。故事主要讲述了当一个零售商以一个负面情况的出现来作为特征,确定了自己和客户之间的完整关系的时候,将会发生什么样的情况。
书中的第二部分包括三个章节:“概念”,对于卓越的悖论的概述;“评估”,指出用于判断你弱点的二十个自我评估的问题;“通向成功之路”,提供能够快速简单地克服卓越的悖论的一系列步骤。
Comments

《卓越的悖论》干了一件了不起的工作:描述了一个被忽视的销售和管理客户关系中的微妙问题。
——比尔。尼可尔斯(Bill Nichols),管理学导师

《卓越的悖论》里隐藏着一个很大的想法:期望和满意度是动态的和互相依存的。作为市场研究员,那个想法有很多意义。但是,作为一个人性的学生,我相信那个想法的意义还将更大。这个小本本将影响家庭、员工、公司和其他人群如何相互交流——为了好的结果!
——迈克尔·凯利(Michael Kelly),TeChtel公司的首席执行官

我和数以百计的首席执行官一起工作过,看到“卓越的悖论”发生在各个类型和各种规模的公司中。戴维·莫斯比和迈克尔·韦斯曼写了一本重要的书,不仅易读和有趣,而且让公司在他们真正重要的客户眼中变得伟大。《卓越的悖论》解释了为什么公司必须以一个团队的形式去发现、理解和管理他们的客户不断变化的期待。
——保罗·卫特凯,首席官联盟的创建者和首席执行官

本书应该是每个销售团队的必读书,无一例外。在竞争激烈的今天,看起来简单地向我们客户提醒我们的价值的工作应该是所有工作的重点。忘记这个基本的拇指定律会导致我们失去很多对我们来说有价值和重要的东西:我们的客户关系、我们的市场占有率以及在同行中我们的好名声。
——马克·曼德尔,信息服务公司的全球战略解决部经理

《卓越的悖论》干了一件了不起的工作:描述了一个被忽视的销售和管理客户关系中的微妙问题。
——比尔·尼可尔斯,管理学导师

《卓越的悖论》里隐藏着一个很大的想法:期望和满意度是动态的和互相依存的。作为市场研究员,那个想法有很多意义。但是,作为一个人性的学生,我相信那个想法的意义还将更大。这个小本本将影响家庭、员工、公司和其他人群如何相互交流——为了好的结果!
——迈克尔·凯利,Techtel公司的首席执行官
Catalogue

序者序
引言
第一部分 故事
危机
第一章
第二章
第三章
第四章
第五章
事出何因
第六章
第七章
第八章
第九章
第十章
第十一章
第十二章
走出危机
第十三章
第十四章
第十五章
第十六章
第十七章
第十八章
获胜
第十九章
第二十章
尾声
访谈录

第二部分 模型
概念
关于“卓越的悖论”
评估
通向成功的路标
致谢

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Brand Jingdong book
Brand Origin China

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