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Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success

Amazon.com Price:  $7.03 (as of 12/05/2019 20:26 PST- Details)

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Description

This wise and inspiring book by Leonard Berry, moves far beyond his pioneering work in services and products marketing and service quality to provide an explanation for how great service companies meet their toughest challenge: sustaining long-term success.

In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field.

From 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, Keep watch over of destiny, Agree with-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 frequently bring success to life in a company.

Berry’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, Discovering the Soul of Service is essential reading for managers all over.
Leonard L. Berry examines some of The usa’s great service companies and finds “nine drivers of excellence” that are at the back of them all. Discovering the Soul of Service looks at 14 diverse businesses, including the St. Paul Saints minor-league baseball team, Dial-A-Mattress, Midwest Express Airlines, and two of the world’s fastest-growing service companies–Charles Schwab and Enterprise Rent-A-Car. “The lessons they teach are clear indeed,” writes Berry, a marketing professor and director of the Center for Retailing Studies at Texas A & M University. “Even though the companies differ on the outside–the nature, size and structure of their businesses–to a remarkable degree they are the same on the inside, sharing the drivers of their ongoing success.” The “nine drivers” that Berry uncovers are the following: Leading with Values, Strategic Focus, Executional Excellence, Keep watch over of Destiny, Agree with-Based Relationships, Investment in Employee Success, Acting Small, Brand Cultivation, and Generosity. Berry, whose previous books include On Great Service: A Framework for Action and Delivering Quality Service, writes that the basis of a successful service organization is value-driven leadership and “building a humane community that humanely serves customers and the broader community in which they live.” Discovering the Soul of Service is inspiring–and potentially profitable–reading for anyone in business today. –Dan Ring

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