Lead with Your Customer: Transform Culture and Brand into World-Class Excellence

Contents

Foreword by Lee Cockerell	ix
Preface	xi
Acknowledgments	xvi
Part I: Establishing the Foundation for Excellence	1
1 Your Customer Really Is the Key	3
2 Leading with Your External and Internal Customers	9
3 Achieving Proven Leadership Excellence	29
4 Using the World Class Excellence Model to Transform Your Business	37
Part II: Leading the Culture	57
5 Proclaiming the Promise of Your Culture	59
6 Engaging Employees for Service Excellence	69
7 Optimizing Your Workplace for Team Results	85
8 Harnessing the Power of Processes	93
9 Providing Products That Motivate Your Employees	105
10 Understanding the Real Price of Passion	115
Part III: Leading the Brand	121
11 Communicating the Promise of Your Brand