{"product_id":"9780684845111","title":"Discovering the Soul of Service : The Nine Drivers of Sustainable Business Success","description":"\u003cstrong\u003eDiscovering the Soul of Service\u003c\/strong\u003e\u003cbr\u003e\u003cb\u003eAuthor(s): Leonard L. Berry\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eThis wise and inspiring book by Leonard Berry, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge: sustaining long-term success.\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003eIn a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field.\u003cbr\u003e \u003cbr\u003eFrom Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business is not a matter of savvy business practice, but of humane values. In all fourteen award-winning companies -- Bergstrom Hotels, The Charles Schwab Corporation, Chick-fil-A, The Container Store, Custom Research Inc., Dana Commercial Credit, Dial-A-Mattress, Enterprise Rent-A-Car, Midwest Express Airlines, Miller SQA, Special Expeditions, St. Paul Saints, USAA, and Ukrop's Super Markets -- values-driven leadership connects with strategic focus, executional excellence, control of destiny, trust-based relationships, generosity, investment in employee success, acting small, and brand cultivation to drive customer satisfaction, innovation, and growth. Dedicating a chapter to each of these nine drivers, this book is the most far-reaching and insightful vision ever presented of the principles and step-by-step actions that continuously bring success to life in a company.\u003cbr\u003e \u003cbr\u003eBerry's comprehensive model reveals the soul that underlies the strategies and day-to-day operations of great service companies, guiding the thousands of daily decisions of individual employees. Clear, compelling, pathbreaking, \u003ci\u003eDiscovering the Soul of Service\u003c\/i\u003e is essential reading for managers everywhere.\u003cbr\u003e\u003cbr\u003eReview(s):\u003cbr\u003eTom Peters author of \u003ci\u003eThe Circle of Innovation\u003c\/i\u003e Waiting for the \"masterwork\" on service? Wait no longer. Leonard Berry's \u003ci\u003eDiscovering the Soul of Service\u003c\/i\u003e is it! A brilliant book, eminently compelling case studies from Charles Schwab to Midwest Express. It doesn't get better than this.\u003cbr\u003eDavid Glass President and Chief Executive Officer, Wal-Mart Stores, Inc. A blueprint that will work for anyone wanting to sustain successful service. A must for anyone interested in service businesses.\u003cbr\u003eGarrett H. Jamison President and Chief Executive Officer, Banc One Investment Management Group A treasure for anyone truly serious about sustaining a service culture.\u003cbr\u003eRobert L. Tillman Chairman, President, and Chief Executive Officer, Lowe's Companies, Inc. Captures the essence of what is required to sustain success in a labor-intensive service business. An outstanding book.\u003cbr\u003eJerry Richardson Owner\/Founder, Carolina Panthers A world-class resource on leadership values and the human side of business.\u003cbr\u003eStanley Marcus Chairman Emeritus, Neiman Marcus Len Berry holds the black belt in customer service.\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cbr\u003eISBN:  9780684845111\u003cbr\u003e\u003cbr\u003e ","brand":"Free Press","offers":[{"title":"Hardback","offer_id":40588697731278,"sku":"9780684845111","price":30.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0600\/7029\/7806\/products\/O_ff3ed3bc-c4a1-4752-8fd8-d47d180d3ef0.jpg?v=1637702695","url":"https:\/\/pickwickbookshop.com\/products\/9780684845111","provider":"Pickwick Bookshop","version":"1.0","type":"link"}