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Excellence Every Day : Make the Daily Choice - Inspire Your Employees and Amaze Your Customers - Lior Arussy

Excellence Every Day

Make the Daily Choice - Inspire Your Employees and Amaze Your Customers

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If mediocre performance or results are acceptable at any level within your organization, this may be the most important book you will read this year. Lior Arussy explores and offers a solution to the root problem that keeps firms from delighting customers and inspiring superior performance and job satisfaction among employees. The Excellence Myth is a subtle yet pervasive mindset that undermines individual performance, erodes customer loyalty, and erases any competitive advantage a firm may enjoy or hope to gain. Arussys inspired (and inspiring) remedy is The Daily Choice, a strategy that empowers employees to reach new heights of excellencecreating delightful customer experiences and achieving superior results from the bottom up.

"An important read for both executives and employees." -- Jill Griffin, author, Customer Loyalty, and coauthor, Customer Winback"

Preface and Acknowledgmentsp. xi
In Search of Excellence?p. 1
Excellence-Today More Than Everp. 3
Excellence or Nothingp. 7
The Excellence Mythp. 9
Admiring the Legendsp. 9
The Culture of Dilbertismp. 12
The Theory of Excellencep. 17
Now What?p. 19
Excellence Every Day?p. 20
The Excellence Aptitude Testp. 22
Why We Fail to Delight Our Customers (While We Think We Do)p. 25
The Gaps Tell the Storyp. 27
"I Wish I Could Do More"p. 31
Excellence-Defining, Believing, Livingp. 33
Excellence vs. Consistencyp. 35
Anticipating Needsp. 37
Response-Abilityp. 39
The Art of the Human Touchp. 41
Early in the Morningp. 43
Sincerely Yoursp. 44
The Daily Choice You Make-Delivering Excellence One Decision at a Timep. 47
Choices or Chores?p. 50
Does It Have to Be Every Day?p. 51
Twenty Years to Overnight Successp. 52
Excellence Starts with Youp. 53
The Puzzling Paper Clipsp. 56
Creating Organizational Excellencep. 61
Millions of Daily Choices Every Dayp. 61
"You Must Smile Sincerely at All Times"p. 64
The New "E"p. 67
Generation Why?p. 69
Upside-Down Managementp. 71
The Entrepreneurial Managerp. 73
"We Just Do"p. 77
Fly the Serverp. 78
Excellence and the Art of Persuasionp. 80
Leading Your People to Excellencep. 83
Serving Your Employeesp. 83
Summer Santap. 87
Live in the Customer's Shoesp. 89
Empowered to Make the Right Decision?p. 91
Permission to Failp. 94
Mistake of the Monthp. 95
Recognizing Excellencep. 96
Would You Go All the Way?p. 98
I Will Take the Cynic Over Any Other Employeep. 100
Tell Me a Storyp. 103
Celebrating the Heroesp. 104
Excellence Enablementp. 106
Making Excellence Personalp. 109
When I Grow Up I Want to Bep. 109
Mechanical Performance vs. Impact Performancep. 113
"How Would I Want to Be Treated If I Were on the Receiving End?"p. 116
Inertia-Falling into a Performance Comap. 117
Make It Personalp. 120
Hey, You! Yes, You!p. 122
Be Proud of Your Masterpiecep. 123
It Is All Around Usp. 125
Excellence Daily Choice-Personal Leadershipp. 129
Performance at the Moment of Truthp. 129
In Search of the Right Customerp. 136
To Tie or Not to Tie: That Is Not the Questionp. 139
Excellence Daily Choice-Taking Ownershipp. 143
Waiting at the Altarp. 143
Chocolate Chips to the Rescue!p. 145
Never Give Upp. 147
In Sickness and in Healthp. 150
Excellence Daily Choice-Creative Ways to Delightp. 153
The Extra That Makes the Differencep. 153
Delighting Customers One Clip at a Timep. 157
The Old Is Dead-Long Live the Changep. 160
Creating Customer Compliments in Five Minutesp. 170
Excellence Daily Choice-Wow!p. 173
All You Need Is Love ... in 11 Languagesp. 173
Excelling at the Smallest Detailsp. 175
The Sweet Taste of Everythingp. 178
A Courier for a Day or Redefining On-Timep. 178
Who Is Dr. WOW?p. 180
A Beary Passionate Place to Bep. 182
Excellence Daily Choice in Difficult Timesp. 187
Redefining "Getting It Done"p. 187
With Patience and Perseverancep. 189
Everyone Listens to Customersp. 190
Chainsaw and the Art of Amazing Customer Experiencesp. 192
Wrenching Customers Away from the Competitionp. 196
Team Excellence or the Gifts Keep on Comingp. 198
Just Imagine ... Then Make It Happenp. 201
Are You Ready to Deliver Excellence?p. 204
Lifelong Pursuit of Excellencep. 206
Only 15 Minutes of Fame?p. 207
It's Showtimep. 208
Be Originally Youp. 210
The More You Give, the More You Havep. 211
I Think I Canp. 212
Higher and Higherp. 214
Afterword: Moving Forwardp. 217
About the Authorp. 219
Table of Contents provided by Ingram. All Rights Reserved.

ISBN: 9780910965798
ISBN-10: 091096579X
Audience: Professional
Format: Hardcover
Language: English
Number Of Pages: 220
Published: 1st June 2008
Country of Publication: US
Dimensions (cm): 21.59 x 14.61  x 2.54
Weight (kg): 0.45