Winning Behavior: What the Smartest, Most Successful Companies Do Differently Review

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Winning Behavior: What the Smartest, Most Successful Companies Do Differently ReviewBased on a study of highly successful companies, the authors have identified nine domains of differentiation, all of which can be copied. What is unique are new ways to create a positive chemistry with customers through four major areas of behavioral differentiation. These are: 1) Operational: institutionalizing behavior through practices, policies, procedures, and employee education and training. 2) interpersonal: interpersonal skills and attitude. 3) Exceptional: when employees go out of their way to help customers; 4) symbolic: behavior that reflects the company's key product, service, or messages and values (aligning the company's behaviors with it's intended image and promises). The book gives examples that show ways winning organizations create these behavior differentiations. While most of the book is devoted to B2C companies, a chapter also addresses B2B firms. The authors provide a treasure trove of illustrations. An excellent work, rich in real-life details.Winning Behavior: What the Smartest, Most Successful Companies Do Differently Overview

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