Brand Real by Laurence Vincent - Book review

Brand Real

How Smart Companies Live Their Brand Promise and Inspire Fierce Customer Loyalty

By: Laurence Vincent

Published: March 28, 2012
Format: Hardcover, 257 pages
ISBN-10: 0814416764
ISBN-13: 978-0814416761
Publisher: AMACOM













"Real brands make and keep a promise, and they deliver simple-but-powerful experiences", writes brand strategist Laurence Vincent, in his instructive and real world grounded book Brand Real: How Smart Companies Live Their Brand Promise and Inspire Fierce Customer Loyalty. The author shares his brand manifesto on what it takes to make and then keep a brand promise, and offers practical and proven advice for making that brand promise a reality that builds long term customer loyalty.

Laurence Vincent understands that it takes hard work and a powerful commitment to create and maintain a real brand. The author points out that many brand managers are not truly aware of what it means to continue the discipline necessary to develop a brand. For many companies, a brand isn't their technique for product and service differentiation. Instead of building a solid brand that keeps its promises, company leaders resort to what amounts to window dressing. Laurence Vincents demonstrates that a brand must stand for something, or it isn't a real brand. That same real brand will make a firm promise, and then keep that word by delivering on everything that was promised and more. Everything a company does is simply an extension and support for that brand promise.



Laurence Vincent (photo left) recognizes that companies face unprecedented challenges in today's highly competitive marketplace. The author points out that many companies respond to that challenge in the wrong way. Instead of taking a stand with a real brand, they tinker with logos and names. Laurence Vincent offers firm evidence that the correct approach is to make and keep a promise to create an extraordinary experience. That is what the author's manifesto to create a real brand is all about.

To demonstrate how to create and maintain a real brand, laurence Vincent shares the following brand strategies:

* Forget logos and names as a solution as they are not the brand
* Understand how customers remember and recall the brand
* Discover proven and fresh ways to make and refine the brand promise
* Create brand architecture that grows while maintaining bonds with customers
* Position brands properly even in competitive markets
* Understand the mind of customers and how they attach to brands
* use the power of storytelling to communicate the brand promise
* Understand what brand identity really means beyond names and logos

For me, the power of the book is how Laurence Vincent provides a brand promise for his book and delivers on that promise. He pledges his manifesto as one of creating real brands that provide extraordinary experience. Unlike many books that promise much, but deliver less, that is not a problem here. Laurence Vincent offers a complete strategy for creating what he calls a real brand. He presents a blueprint for brands that is both effective and suited to the brand promise itself.

Laurence Vincent backs up his real brand strategic initiative with real world examples of real brands in action. He also provides cautionary examples of brands that failed to be real, or meet their brand promise obligation. The author also demonstrates how the latest research in brain science and market research support the concept of a real brand. Through a combination of case studies, brain science, and market research, Laurence Vincent presents a compelling case for his real brand principle. Acting on that evidence, and his own brand experience, the author presents a step by step, repeatable system for creating a real brand that truly delivers on its promise.

I highly recommend the very practical and research based book Brand Real: How Smart Companies Live Their Brand Promise and Inspire Fierce Customer Loyalty by Laurence Vincent, to any brand managers who are serious creating real brands that deliver on their promise of an extraordinary brand experience. This book will place your brand on the right track for building a real brand that is memorable and powerful in the marketplace.

Tags: Brand Real: How Smart Companies Live Their Brand Promise and Inspire Fierce Customer Loyalty, Laurence Vincent, brands and branding, business book reviews

Paid, Owned, Earned by Nick Burcher - Book review

Paid, Owned, Earned

Maximizing Marketing Returns in a Socially Connected World

By: Nick Burcher

Published: March 3, 2012
Format: Paperback, 296 pages
ISBN-10: 074946562X
ISBN-13: 978-0749465629
Publisher: Kogan Page












"The socially connected marketing landscape is based around behaviours and people. Marketers need to understand the new ways in which the public are communicating, connecting, consuming and sharing", writes Head of Social Media and Digital Innovation at ZenithOptimedia Worldwide, Nick Burcher, in his insightful and hands on book Paid, Owned, Earned: Maximizing Marketing Returns in a Socially Connected World. The author describes how new media and old media exist together as an integrated whole, and provides the strategies for achieving marketing success through an understanding of the channel components.

Nick Burcher recognizes that old media and new media exist within the same overall media universe. Instead of taking that the position that one form of media is superior to the other, or that new media has made old media superfluous, the author provides compelling case for overall media integration by marketers. Nick Burcher points out that there are three distinct media channels that not only co-exist, but reinforce and strengthen one another. These three channels are described by the author as being paid, owned, and earned. For Nick Burcher, these three channels create a synthesis that makes them more powerful for sharing a marketing message than than is possible from utilizing each one independently. In effect, the three overall media channels are greater than the sum of their respective parts.



Nick Burcher (photo left) presents his paid, owned, and earned triple channel model as being neither old or new media. The author offers an alternative viewpoint that the triple media model is a blend of all media channels that have an impact on one another. That impact is often felt in highly unexpected ways, as a result of the linkage between the channels. As more and more media channels are created, and accepted and utilized by customers, the challenge is for brands to discover the right combination of paid, owned, and owned platforms.

Nick Burcher offers a guide to the three basic categories of media channels. The three foundational channels are described as follows:

* Paid: In the form of a paid advertisement on any media
* Owned: From a store and brands to websites, blogs, apps, and other social media
* Earned: Wide range of platforms, blogs, forums, YouTube, Facebook, Twitter, etc

For me, the power of the book is how Nick Burcher challenges the paradigm of old media being at odds with new media. Indeed, the author provides a holistic approach to media where the various channels form an integrated overall system. Nick Burcher delves into the fundamental forms that govern the reason for appearance of the media message. That message can be driven by a paid advertisement and placement model. The message can be presented on a platform owned by the marketer. The message can also arrive from being earned through providing real value to customers.

Nick Burcher demonstrates how the three channels are interconnected into one media system. He offers a framework for optimizing and maximizing exposure of the message across all channels, platforms, and types of media. The author further illustrates his triple integrated model with case studies of linked media presentation in action.

I highly recommend the compelling and refreshing book Paid, Owned, Earned: Maximizing Marketing Returns in a Socially Connected World by Nick Burcher, to anyone seeking a fundamental approach to examining the overall media landscape as an integrated whole. Despite its seeming fragmentation, the author provides evidence that at the core, the system is linked through the basic paid, owned, and earned model.

Tags: Paid, Owned, Earned: Maximizing Marketing Returns in a Socially Connected World, Nick Burcher, media studies, business book reviews

Kevin McCarney: The Secrets Of Successful Communication - Blog Business Success Radio

Listen to Wayne Hurlbert on Blog Talk Radio



Entrepreneur, speaker, founder of the Poquito Mas restaurant chain, and author of the empowering and insightful book The Secrets of Successful Communication: A Simple Guide to Effective Encounters in Business, Kevin T. McCarney, describes how to make every conversation count, you need to have great encounters. These great encounters can take place in person, online, or by phone, with customers colleagues and clients. Kevin McCarney provides evidence that we need to understand the secrets of what he calls the Big Brain and the Little Brain. Kevin points out that these are the two communication brains that everyone uses every day. By understanding how the two brains function, Kevin shows you how to create positive communication results each day, and how to prevent outside influences from affecting that conversation. Kevin also demonstrates how to recognize if someone is influenced by factors that have nothing to do with you or your organization. Learn why your Big Brain means happiness and success, and your Brain is always lurking and waiting to get you into trouble. Kevin reminds us that the smallest slip-ups create the largest problems, so understanding effective communication is critical to success.

Kevin T. McCarney is my internet radio show guest on Blog Business Success; hosted live on BlogTalkRadio.

The show airs live on Thursday, April 12, at 8:00 pm Eastern Time; 5:00 pm Pacific Time.

Entrepreneur, speaker, founder of the Poquito Mas restaurant chain, and author of the empowering and insightful book The Secrets of Successful Communication: A Simple Guide to Effective Encounters in Business, Kevin T. McCarney, describes how to make every conversation count, you need to have great encounters. you will learn:

* Why conversations and encounters are important to success

* How your Big Brain and Little Brain affect the outcomes of interactions

* How to create a positive impact and memorable moments from conversations

* How to tell if outside influences are affecting the other peron



Kevin T. McCarney (photo left) is a businessman, entrepreneur, community leader, and an observer of situations and people, Kevin McCarney has had millions of encounters with people of all kinds since he opened his first restaurant in 1984. From the beginning, he has worked to create a business that would inspire loyalty from both his customers and his employees. He understands that a business thrives with every great encounter and suffers with every poor one. And he believes the same is true of every part of life.

That first small restaurant has grown into a business with twelve locations serving over four thousand customers every day in the Los Angeles area. Based in Burbank, California, the restaurants specialize in fresh Mexican food. Because each restaurant produces over nine hundred fresh tortillas a day, Kevin invented an aluminum tortilla press, a machine on which he holds multiple patents.

Kevin has been a guest speaker at the USC Marshall School of Business, the UCLA Anderson School of Business, and Woodbury University. He has served on the board of directors of the California State Compensation Insurance Fund, the California Restaurant Association, the Burbank Arts in Education Foundation, the Boys and Girls Club of Burbank, and the Universal City-North Hollywood Chamber of Commerce.

Kevin has been encountering customers since his first paper route at the age of seven. Growing up in Hollywood, California, he worked as a janitor, a waiter, a manager, a trainer, a switchboard operator, a doorman at Grauman's Chinese Theater, and a tour guide at Universal Studios. He currently lives in Burbank, California, with his wife and children.

My book review of The Secrets of Successful Communication: A Simple Guide to Effective Encounters in Business by Kevin T. McCarney.

Listen live on Thursday at 8:00 pm Eastern, 5:00 pm Pacific time.



If you miss this very informative show, it will be available for free download as a podcast for iPod, iTunes, and MP3 players; or play it right on your computer. To download this, or any other of my guest interviews, go to the Blog Business Success host page and click on Archived Segments. Once there, click on the podcast icon at the end of the episode description, to download the show free of charge for your listening enjoyment. You can also subscribe to the show feed.



To call in questions for my guest, the number is: (347) 996-5832

Let's talk with entrepreneur, speaker, founder of the Poquito Mas restaurant chain, and author of the empowering and insightful book The Secrets of Successful Communication: A Simple Guide to Effective Encounters in Business, Kevin T. McCarney, as he describes how to make every conversation count, you need to have great encounters. These great encounters can take place in person, online, or by phone, with customers colleagues and clients. Kevin McCarney provides evidence that we need to understand the secrets of what he calls the Big Brain and the Little Brain. Kevin points out that these are the two communication brains that everyone uses every day.

By understanding how the two brains function, Kevin shows you how to create positive communication results each day, and how to prevent outside influences from affecting that conversation. Kevin also demonstrates how to recognize if someone is influenced by factors that have nothing to do with you or your organization. Learn why your Big Brain means happiness and success, and your Brain is always lurking and waiting to get you into trouble. Kevin reminds us that the smallest slip-ups create the largest problems, so understanding effective communication is critical to success on Blog Business Success Radio.

Tags: The Secrets of Successful Communication: A Simple Guide to Effective Encounters in Business, Kevin T. McCarney, building connections with others, Blog Business Success, Blog Talk Radio.

The Secrets of Successful Communication by Kevin T. McCarney - Book review

The Secrets of Successful Communication

A Simple Guide to Effective Encounters in Business

By: Kevin T. McCarney

Published: September 1, 2011
Format: Paperback, 186 pages
ISBN-10: 0983124434
ISBN-13: 978-0983124436
Publisher: O'Connell House












"Your business thrives with every great encounter, and it suffers with every poor one. The quality of the encounters your employees have with customers today will decide the future of your company tomorrow", writes entrepreneur and speaker, Kevin T. McCarney, in his empowering and insightful book The Secrets of Successful Communication: A Simple Guide to Effective Encounters in Business. The author describes how important personal encounters, and the way that people communicate with others, are to the success of both the individual and to the organization.

Kevin McCarney recognizes the importance of communication to build connections between people. If the human interactions fail at any stage of the communication event, then a connection will not be made, and the encounter will be lost. Kevin McCarney presents his theory that the dualistic human brain, in the form of the Big Brain and the Little Brain, is the driver of the success rate of any encounter. The Big Brain works toward happiness and success, but the Little Brain lurks on the fringes awaiting its chance to create trouble. The Little Brain can effectively derail the communication process, resulting in a failed encounter. The author demonstrates how to overcome the weakness of the Little Brain, so that the Big Brain can forge effective connections with others.



Kevin T. McCarney (photo left) understands that during the communication encounter, even the smallest slip and mistake can result in the largest problems. The Little Brain will, if presented with the opportunity, will force an inappropriate and damaging response that can destroy the human connection. Any response can have both an immediate and a lasting impact on the other person. To prevent this potential derailment, Kevin McCarney advises people to devise a desired outcome for any interaction. People form opinions of one another based on both direct and external influences. As a result, it's crucial to respond in a positive way that creates an immediate and long term good impression.

Every interaction can create memorable moments that are either positive or negative in their impact. The author points out that great memorable moments can be created in any contact, as opportunities for them arise in every encounter. While there may be outside influences affecting the other person, the biggest effect is choosing to utilize the Big Brain over the Small Brain at all times. By choosing the Big Brain, memorable moments can be created as opportunities arise, developing the all important trust factor. People prefer to work with people who they trust, and the Big Brain can help build trust with other people.

For me, the power of the book is how Kevin McCarney provides a theoretical framework for understanding the underlying principles that at the core of every encounter. The author presents his concept of the Big Brain and Little Brain in an understandable format, demonstrating the importance of each brain's action during an encounter. Kevin McCarney offers useful and ready to apply advice as well, for improving personal interactions to create memorable moments and to build trust. The book is packed with ideas and strategies for improving interpersonal communication whether at home or at work.

I highly recommend the very engaging and results oriented book The Secrets of Successful Communication: A Simple Guide to Effective Encounters in Business by Kevin T. McCarney, to anyone seeking a hands on and practical approach to improving personal and professional interactions with other people. This book will guide you toward more memorable moments, enriched relationships, and deeper levels of trust as you build strong and lasting connections with others.

Tags: The Secrets of Successful Communication: A Simple Guide to Effective Encounters in Business, Kevin T. McCarney, building connections with others, business book reviews

Mette Norgaard: TouchPoints - Blog Business Success Radio

Listen to Wayne Hurlbert on Blog Talk Radio



Strategic planning and learning expert, and co-author of the groundbreaking and empowering book TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments, Mette Norgaard, describes how the most common complaint in the workplace is the number of interruptions. Those who lead and manage companies face the most unplanned interruptions. Mette Norgaard shares the concept that those unexpected interactions are worthwhile as they are important from becoming a great leader and building a fantastic workplace. Mette points out that ever interaction, whether planned or unplanned provides an opportunity to develop engagement and to promote the organizational values, purpose, and agenda. Mette offers three practices of the head, heart, and hands, that enhance listening skills.They also create the understanding that leadership is not about the leader, but about the people in the organization.

Mette Norgaard is my internet radio show guest on Blog Business Success; hosted live on BlogTalkRadio.

The show airs live on Tuesday, April 10, at 8:00 pm Eastern Time; 5:00 pm Pacific Time.

Strategic planning and learning expert, and co-author of the groundbreaking and empowering book TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments, Mette Norgaard, describes how the most common complaint in the workplace is the number of interruptions. You will learn:

* Why the common leader complaint about interruptions is misguided

* Why every interaction with employees is an opportunity to engage and share vision

* How to become a TouchPoint leader through three basic concepts

* How to become a better listener and understand that it's about the people



Mette Norgaard, Ph.D., MBA, (photo left) is an expert on strategic leadership and learning, works with executives and their teams to design and deliver culture-specific learning solutions that advance their strategies. Clients have included Microsoft, Metro International, Campbell Soup Company, Pandora Jewelry, Finnish Broadcasting, and many others. She has also designed and participated in executive dialogues with thought leaders such as Stephen Covey, Jim Collins, Margaret Wheatley, and Ram Charan.

Client engagements have ranged from keynote presentations and multi-day workshops to two-year programs. Assignments have frequently involved developing high-potential leaders, increasing employee engagement and initiative, and strengthening executive team dynamics. Examples of the latter are the transition to a new president, the evolution from an entrepreneurial culture to a more professional one, and the merger of two leadership teams. Some solutions for executive teams were structured around quarterly huddles where the executives reflected on their behaviors over the previous three months and committed to improvements for the next quarter. Others have involved off-site sessions, each with a special focus. A few have been one-of-a-kind leadership experiences, such as a recent one-year leadership journey that took an executive team to Thailand for the reflective work, to South Africa for a leadership safari and the study of natural efficiencies, and to New York City for an exploration of the collision of cultures and ideas.

For individual leaders, Mette Norgaard has also served as a sparring partner to develop their personal leadership models. This work was done in one-to-one coaching sessions, with New York City as their learning laboratory. Prior to starting her own practice, Norgaard worked with FranklinCovey Co. for ten years. As director of Principle-Centered Leadership Week, an executive retreat at Sundance, Utah, she taught executives from all over the world and from organizations such as Procter & Gamble, Johnson& Johnson, GE Capital, Estée Lauder, Harley-Davidson, Hard Rock Cafe, the U.S. Marine Corp, and the Royal Canadian Mounted Police. Norgaard was also part of a small group of consultants who led large-scale change processes for Fortune 500 firms and the U.S. government. Norgaard is the author of the international best-seller The Ugly Duckling Goes to Work (Amacom, 2005), which has been translated into eight languages.

My book review of TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments by Douglas Conant and Mette Norgaard.

Listen live on Tuesday at 8:00 pm Eastern, 5:00 pm Pacific time.



If you miss this very informative show, it will be available for free download as a podcast for iPod, iTunes, and MP3 players; or play it right on your computer. To download this, or any other of my guest interviews, go to the Blog Business Success host page and click on Archived Segments. Once there, click on the podcast icon at the end of the episode description, to download the show free of charge for your listening enjoyment. You can also subscribe to the show feed.



To call in questions for my guest, the number is: (347) 996-5832

Let's talk with strategic planning and learning expert, and co-author of the groundbreaking and empowering book TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments, Mette Norgaard, as she describes how the most common complaint in the workplace is the number of interruptions. Those who lead and manage companies face the most unplanned interruptions. Mette Norgaard shares the concept that those unexpected interactions are worthwhile as they are important from becoming a great leader and building a fantastic workplace. Mette points out that ever interaction, whether planned or unplanned provides an opportunity to develop engagement and to promote the organizational values, purpose, and agenda. Mette offers three practices of the head, heart, and hands, that enhance listening skills.They also create the understanding that leadership is not about the leader, but about the people in the organization on Blog Business Success Radio.

Tags: TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments, Douglas Conant, Mette Norgaard, leadership, Blog Business Success, Blog Talk Radio.

TouchPoints by Douglas Conant & Mette Norgaard - Book review

TouchPoints

Creating Powerful Leadership Connections in the Smallest of Moments

By: Douglas Conant, Mette Norgaard

Published: May 17, 2011
Format: Hardcover, 208 pages
ISBN-10: 1118004353
ISBN-13: 978-1118004357
Publisher: Jossey-Bass












"TouchPoint leadership is not about running faster, working longer, and wringing more productivity out of every waking minute. It's about being present in the moment and feeling confident that you can deal with whatever happens in a way that is helpful to others - and by extension, to yourself and your organization", write president and CEO of the Campbell Soup Company, Douglas Conant: and expert on strategic leadership and learning, Mette Norgaard, in their groundbreaking and empowering book TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments. The authors describe how those chance meetings that every leader has during the day should not be considered interruptions but as opportunities to build engagement and to share the organizational values, vision, and agenda.



Douglas Conant (photo left) and Mette Norgaard recognize that their new approach to leadership is not a replacement for existing leadership concepts. Instead, they consider TouchPoint leadership as an enhancement that invigorates and energizes established leadership principles. Whether a leader is an experienced manager or a novice in their first executive role, the authors point out that the ideas are effective in any leadership situation. The authors offer a complete assessment of the TouchPoint concept, and why a commitment to the principles will transform the entire organization. The authors also provide a step by step guide to establishing TouchPoint leadership; as well as offering some philosophical questions to ponder about one's own organization and leadership.



Mette Norgaard (photo left) and Douglas Conant understand that more many leaders, the daily interactions with their employees and peers are simply interruptions that cut into the time available for work. The authors take an alternative approach to considering those chance meetings. Instead of seeing these interactions as a hindrance, they should be treated as opportunities to engage employees; as well as a chance to share the organizational vision. To alter the leader's thinking about these engagement events, the authors provide a principle that is based on three guiding practices. The practices are meant to be practiced and repeated over and over by the leader. The practices are as follows:

* Head: Change the random concepts into a strong set of ideas
* Heart: Make work personal and care about both the work and the people
* Hands: Develop the TouchPoint skills so they become second nature

For me, the power of the book is how Doughlas Conant and Mette Norgard offer an engaging and inspirational approach to leadership that transcends the standard view of personal interactions. The author's share the crucial insight that listening to people, and understanding on the deepest level, that the people and not the leader are what matters to the organization. To take the leap of faith toward becoming a TouchPoint leader, the individual must move beyond doing all of the talking and becoming an intensive listener.

When people are truly listened to and heard, the leader can then ask the transformational question,"How can I help?". The response provides a richer understanding and recognition of the problem. The leader can then frame the question using both their head and their heart to take all aspects into consideration. At that pint, the leader can then devise a solution that considers the best people and the benefit to the organization. With constant and daily practice, the TouchPoint leadership model can become part of the very fabric of the organization, and a basic plan of leadership for everyone within the firm.

I highly recommend the profound and refreshing idea packed book TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments by Douglas Conant and Mette Norgaard, to any leaders who are seeking a completely new, yet very powerful approach to leadership. This book will change radically the way that you view those daily chance meetings with employees, creating an opportunity to engage, listen, and create an entirely new form of leadership.

Tags: TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments, Douglas Conant, Mette Norgaard, leadership, business book reviews

The Apple Experience by Carmine Gallo - Book review

The Apple Experience

Secrets to Building Insanely Great Customer Loyalty

By: Carmine Gallo

Published: March 8, 2012
Format: Hardcover, 256 pages
ISBN-10: 0071793208
ISBN-13: 978-0071793209
Publisher: McGraw-Hill













"If your employees are not trained, personable, and passionate about the brand,you'll have no change of building a company that delivers an Apple quality experience", writes Forbes columnist Carmine Gallo, in his transformational and idea filled book The Apple Experience: Secrets to Building Insanely Great Customer Loyalty. The author shares the secrets that created the legendary Apple customer experience, and describes how to incorporate those same principles into any organization.

Carmine Gallo presents a comprehensive overview of the core principles that Apple designed into their organizational culture. These key values are the secret to Apple's extraordinary retail success. Apple touches the customers through its already engaged and passionate employees. The author points out that the engaged and enthusiastic employees are not an accident either. Their passion is part of Apple's designed culture. New employees are hired at Apple for attitude, and not for aptitude. Caring deeply about people is far more important in a job applicant than any level of computer knowledge. Apple understands that skills can be taught, but personality and enthusiasm can not be instilled through training or experience.



Carmine Gallo (photo left) demonstrates how Apple inspires their internal customers within the organization, and that inspiration and passion are transferred to serve the external customers, facilitating the magical Apple customer experience. the stage is then set for Apples magic to touch people's lives. The powerful and passionate vision of Steve Jobs, of enriching lives, resonates through every part of the Apple culture. For both Apple internal and external customers, the experience is deeply emotional in the same way as a religious experience moves people's spirit. This richly charged event creates meaning and purpose for all who are touched by Apple's magic.

Carmine Gallo provides a series of important insights into each of the three components of Apple's customer-centered model. With these concepts in place, the entire organization is transformed in a very fundamental way. The three principles of customer-centric service work together, forming a self reinforcing and strengthening process that permeates the entire organizational culture. The Apple way of thinking and behaving become second nature to everyone involved, whether they are internal customers, external customers, or the stage being set to engage the mind and spirit of the customers. This total immersion into the Apple culture develops powerful passion and loyalty to the company, its products, its service, and its overall cultural experience.

For me, the power of the book is how Carmine Gallo provides a powerful series of insights into the overall Apple customer focused experience.. The author shows how the Apple magic works through three crucial pillars that operate in harmony to enrich the lives of everyone touched by Apple. The author emphasizes that the concept of excellence of service is built right into the very fabric of Apple, and permeates every aspect of the organizational culture. The employees exude the Apple vision of customer-centric service, and that enthusiasm spawns loyal and evangelistic customers as well.

Carmine Gallo points out that the Apple experience model is not unique to that company. The author provides examples and case studies of other companies that have borrowed the Apple model, and even contributed to Apple's ideas of excellence of experience. Carmine Gallo demonstrates that the Apple model of designing customer service superiority into the organizational fiber can be done by any company regardless of industry. With the Apple magic transferred into an easy to understand process, any company can take full competitive advantage of the Apple service model.

I highly recommend the insightful and game changing book The Apple Experience: Secrets to Building Insanely Great Customer Loyalty by Carmine Gallo, to any organizational leaders who are serious about building a customer focused company culture. This book offers a step by step system for achieving the Apple standard, that will put your company far ahead of any competitors.

Tags: The Apple Experience: Secrets to Building Insanely Great Customer Loyalty, Carmine Gallo, superior customer service, business book reviews

Frances Frei & Anne Morriss: Uncommon Service - Blog Business Success Radio

Listen to Wayne Hurlbert on Blog Talk Radio



UPS Foundation Professor of Service Management at Harvard Business School, Frances X. Frei; and Managing Director of the Concire Leadership Institute, Anne Morriss; co-authors of the transformational and groundbreaking book Uncommon Service: How to Win by Putting Customers at the Core of Your Business, describe how despite the fact that we are wired for service, it's not enough to demand it from your employees. Instead, companies must design service right into the very core of their entire organization. Frances and Anne provide the framework to put into action a system that allows companies to deliver great service, in any industry, regardless of the employees, customers, or situations. The new model identifies four universal truths about customer service, and weaves customer service into the entire organizational tapestry. Anne and Frances also offer advice for shaping company culture to work with that design that builds in exceptional and sustainable long term service.

Frances Frei and Anne Morriss are my internet radio show guests on Blog Business Success; hosted live on BlogTalkRadio.

The show airs live on Thursday, April 5, at 8:00 pm Eastern Time; 5:00 pm Pacific Time.

UPS Foundation Professor of Service Management at Harvard Business School, Frances X. Frei; and Managing Director of the Concire Leadership Institute, Anne Morriss; co-authors of the transformational and groundbreaking book Uncommon Service: How to Win by Putting Customers at the Core of Your Business, describe how despite the fact that we are wired for service, it's not enough to demand it from your employees. You will learn:

* Why in a service economy that great service is so lacking

* Why people are predisposed to provide great service to others

* What are the four truths of uncommon service

* How to incorporate a system for uncommon service in your company culture



Frances Frei (photo left) is UPS Foundation Professor of Service Management at Harvard Business School. As Chair of the MBA Required Curriculum, Frances is also helping to transform the student experience at HBS.

Her research investigates how organizations can more effectively design service excellence and has been published in top-tier journals such as Management Science and Harvard Business Review. In addition, she has published dozens of case studies across a variety of industries, including financial services, government, retail, software, telecommunications, and hospitality.

Frances regularly advises organizations seeking to create greater value through their service experiences. Her advisory work focuses on helping companies to make strategic choices that allow them to profitably differentiate on service. She serves on the board of directors of Advance Auto Parts and on the boards of advisors of several private companies.

Frances received her PhD in operations and information management from the Wharton School at the University of Pennsylvania. She holds an ME in industrial engineering from Pennsylvania State University, and a BA in mathematics from the University of Pennsylvania.



Anne Morriss (photo left) has spent the last fifteen years working to unleash social entrepreneurs around the world. She started her career in rural Latin America, where she worked to support the development of local leaders in remote communities.

Anne is now the Chief Knowledge Officer of the Concire Leadership Institute, which she cofounded in 2007 to help leaders in the public, private, and nonprofit sectors to uncover and remove the barriers to excellence. She has worked with companies and governments throughout the United States and Latin America on strategy, leadership, and institutional change. Her clients have ranged from Fortune 50 companies repositioning in global markets to public-sector leaders working to build national competitiveness.

My book review of Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei and Anne Morriss.

Listen live on Thursday at 8:00 pm Eastern, 5:00 pm Pacific time.



If you miss this very informative show, it will be available for free download as a podcast for iPod, iTunes, and MP3 players; or play it right on your computer. To download this, or any other of my guest interviews, go to the Blog Business Success host page and click on Archived Segments. Once there, click on the podcast icon at the end of the episode description, to download the show free of charge for your listening enjoyment. You can also subscribe to the show feed.



To call in questions for my guest, the number is: (347) 996-5832

Let's talk with UPS Foundation Professor of Service Management at Harvard Business School, Frances X. Frei; and Managing Director of the Concire Leadership Institute, Anne Morriss; co-authors of the transformational and groundbreaking book Uncommon Service: How to Win by Putting Customers at the Core of Your Business, as they describe how despite the fact that we are wired for service, it's not enough to demand it from your employees. Instead, companies must design service right into the very core of their entire organization. Frances and Anne provide the framework to put into action a system that allows companies to deliver great service, in any industry, regardless of the employees, customers, or situations. The new model identifies four universal truths about customer service, and weaves customer service into the entire organizational tapestry. Anne and Frances also offer advice for shaping company culture to work with that design that builds in exceptional and sustainable long term service on Blog Business Success Radio.

Tags: Uncommon Service: How to Win by Putting Customers at the Core of Your Business, Frances X. Frei, Anne Morriss, superior customer service, Blog Business Success, Blog Talk Radio.

Uncommon Service by Frances Frei & Anne Morriss - Book review

Uncommon Service

How to Win by Putting Customers at the Core of Your Business

By: Frances X. Frei, Anne Morriss

Published: February 7, 2012
Format: Hardcover, 272 pages
ISBN-10: 1422133311
ISBN-13: 978-1422133316
Publisher: Harvard Business Review Press











"Good service is still, for the most part, rare. In our experience as economic actors, in industry across industry, we're increasingly frustrated and disappointed", write UPS Foundation Professor of Service Management at Harvard Business School, Frances X. Frei; and Managing Director of the Concire Leadership Institute, Anne Morriss, in their transformational and groundbreaking book Uncommon Service: How to Win by Putting Customers at the Core of Your Business. the authors describe how despite being in a service dominated society, the level of customer service is surprisingly low. To remedy this disconnect, the authors provide a systemic approach to creating a new customer service model woven into the very fiber of the organization.



Frances Frei (photo left) and Anne Morriss recognize that organizations don't want to deliver bad customer service, and that customers don't want to be faced with inferior service either. Unfortunately, the reality is that excellent customer service remains a rarity in the marketplace. The authors address the challenge of why customer service is so poor, when the natural human impulse is to provide greater service and satisfaction to others.

For Frances Frei and Anne Morriss, the root of the problem is not that not enough work, attitude, and effort have been channeled toward customer service. Instead, the authors point out that the design choices, developed and incorporated into the very design model of the organization itself, are the real cause of the problem. To counter that issue, the authors propose an entirely fresh approach to customer service through a fundamental system redesign.



Anne Morriss (photo left) and Frances Frei understand the primary importance of a company culture designed with customer service in mind. The authors point out that fantastic customer service can be achieved through a systemic model that offers superior customer service a routine part of the daily business. The benefit of a holistic process is that it allows for all employees regardless of of differences in levels and skills, to be exceptional service providers. The result is an organizational culture that provides tremendous service casually and as a matter of course.

Frances Frei and Anne Morris offer insights into designing an uncommon service model through an understanding of what they call the four universal truths. The four universal truths of uncommon customer service are as follows:

* You can't be good at everything
* Someone has to pay for it
* It's not your employees' fault
* You must manage your customers

For me, the power of the book is how Frances Frei and Anne Morriss combine their theoretical framework of the uncommon service model, with a practical guide for designing the system into the very fabric of the organization. The authors understand the critical importance of creating an all encompassing organizational culture as the foundation for superior customer service. The authors also recognize that a service grounded culture is also a powerful competitive advantage over other companies that fail to embrace the service culture.

Anne Morriss and Frances Frei share case studies of organizations that incorporated the uncommon service process directly into the design their business plan from the start. The authors also provide advice for changing an existing culture through the holistic implementation of the system into an existing organization. Overall, this is a game changing book, filled with important ideas, for any company.

I highly recommend the holistic and results oriented book Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Franxes X. Frei and Anne Morriss, to any organizational leaders who are seeking a step by step guide to implementing a systemic approach to customer service excellence int their company. This book will not only create a fresh customer focused culture at the heart of your organization, but it will be sustainable as a long term competitive advantage as well.

Tags: Uncommon Service: How to Win by Putting Customers at the Core of Your Business, Frances X. Frei, Anne Morriss, superior customer service, business book reviews

Jim Beach: School For Startups - Blog Business Success Radio

Listen to Wayne Hurlbert on Blog Talk Radio



Serial entrepreneur, director of education at The Entrepreneur School, founder of International Entrepreneurship, and co-author of the highly practical and results oriented book School for Startups: The Breakthrough Course for Guaranteeing Small Business Success in 90 Days or Less, Jim Beach, describes how to build a business the smart way, without risking major assets like your house or your life savings. Jim Beach offers ideas for funding your venture without investors, entering international markets, and taking full advantage of the internet. Jim also shows how to market a product at little or no cost, deploying a third party to package and ship products, and for taking over an existing business. Jim Beach provides a comprehensive course for establishing a successful small business in ninety days or less. Learn how to start your business the right way, and how to avoid the mistakes and pitfalls that derail an otherwise great business idea.

Jim Beach is my internet radio show guest on Blog Business Success; hosted live on BlogTalkRadio.

The show airs live on Tuesday, April 3, at 8:00 pm Eastern Time; 5:00 pm Pacific Time.

Serial entrepreneur, director of education at The Entrepreneur School, founder of International Entrepreneurship, and co-author of the highly practical and results oriented book School for Startups: The Breakthrough Course for Guaranteeing Small Business Success in 90 Days or Less, Jim Beach, describes how to build a business the smart way, without risking major assets like your house or your life savings. You will learn:

* Why a startup business doesn't have to be high risk

* How to finance a startup without loans or investors

* How to market and leverage the internet for success

* How to avoid carrying costly and cash flow hurting inventory



Jim Beach (photo left) has started businesses and has taught entrepreneurship around the world. He was a faculty member of the Institute of International Business at Georgia State University from 2001 to 2009. During this time, he taught international entrepreneurship, with a focus on risk avoidance, creativity, and internet marketing skills. Mr. Beach was the highest ranked professor in the department for 12 straight semesters, was named Study Abroad Director of the Year for the State of Georgia, and was invited to guest lecture at U. of Colorado, U. of Texas, Austin, U. of Utah, and U. of Hawaii.

In 2009, Mr. Beach founded International Entrepreneurship, a web resource devoted to teaching his philosophy of low risk entrepreneurship. He is Executive Director of a non-profit source on entrepreneurship for over 100 countries called International Entrepreneurship. Mr. Beach has presented for several Fortune 500 companies on topics as diverse as the "Future of Oil Scarcity," "How to Export in a Down Economy," and "Getting to Number One on Google."

At the age of 25, Mr. Beach founded American Computer Experience in 1993. From 1993 to 2000, Mr. Beach grew the company with no capital infusion to $12 million in annual revenue and to over 60 permanent and 700 temporary employees, operating in 39 states and in three countries. The company was the world's largest technology training company for children, and enjoyed corporate tie-ins with Microsoft, Intel, Lego, NASA, and many others. In 2000, Mr. Beach closed two rounds of venture funding, one for $2.4 million and another for $6.4 million. The Atlanta Business Chronicle recognized the company was one for the fastest growing companies in Georgia for both 1999 and 2000. In 2001, Mr. Beach was selected as one of the "Forty under Forty" most influential citizens by Georgia Trend magazine. He has appeared on NPR, MBNBC, CNN and other major news sources as an expert on technology and education, and has spoken in Japan, Korea, India, and other countries.

In 2002, Mr. Beach started his first import/export firm, called TimelessChair.com. The firm was the result of a bet he made with a class. The class got to choose the industry and country that he must start a company in, and he had 3 months to start a company with a positive cash flow. The class selected furniture and Pakistan. Mr. Beach, in response, took 100 year old Kilim and Persian rugs and used them as the fabric for very high-end furniture. The firm was profitable by the end of the semester, winning the bet for Mr. Beach. Since then he has started a high end designer leather clothing import firm from Argentina, a leather jacket and purse import firm, and several other import or export related businesses.

Mr. Beach received his Japanese and Business Administration masters degrees from the University of Hawaii and Japan-America Institute of Management Science, of Tokyo, Japan in December 1992. He specialized in Japanese Financial Systems and was selected to receive the Fujitsu Foundation for International Education Scholarship, was a member of Beta Gamma Sigma, and also was awarded Highest Honors. He has worked for the Japanese government trade promotion office (JETRO) where he helped American companies export to Japan and The Coca-Cola Company, both in Japan and in the United States.

My book review of School for Startups: The Breakthrough Course for Guaranteeing Small Business Success in 90 Days or Less by Jim Beach, Chris Hanks, and David Beasley.

Listen live on Tuesday at 8:00 pm Eastern, 5:00 pm Pacific time.



If you miss this very informative show, it will be available for free download as a podcast for iPod, iTunes, and MP3 players; or play it right on your computer. To download this, or any other of my guest interviews, go to the Blog Business Success host page and click on Archived Segments. Once there, click on the podcast icon at the end of the episode description, to download the show free of charge for your listening enjoyment. You can also subscribe to the show feed.



To call in questions for my guest, the number is: (347) 996-5832

Let's talk with serial entrepreneur, director of education at The Entrepreneur School, founder of International Entrepreneurship, and co-author of the highly practical and results oriented book School for Startups: The Breakthrough Course for Guaranteeing Small Business Success in 90 Days or Less, Jim Beach, as he describes how to build a business the smart way, without risking major assets like your house or your life savings. Jim Beach offers ideas for funding your venture without investors, entering international markets, and taking full advantage of the internet. Jim also shows how to market a product at little or no cost, deploying a third party to package and ship products, and for taking over an existing business. Jim Beach provides a comprehensive course for establishing a successful small business in ninety days or less. Learn how to start your business the right way, and how to avoid the mistakes and pitfalls that derail an otherwise great business idea on Blog Business Success Radio.

Tags: School for Startups: The Breakthrough Course for Guaranteeing Small Business Success in 90 Days or Less, Jim Beach, Chris Hanks, David Beasley, successful entrepreneurship, Blog Business Success, Blog Talk Radio.