Thank you for attending GAR’s GRI Summit and our session on The Excellence Formula!
SLIDES ON EMOTIONAL INTELLIGENCE, HERE!
Communication Assessment, HERE!
RECOMMENDED READING:
- Setting the Table: The Transforming Power of Hospitality in Business, by Danny Meyer
- Move Your Bus: An Extraordinary New Approach to Accelerating Success in Work and Life, by Ron Clark
- The Nordstrom Way to Customer Service Excellence, by Robert Spector and Patrick McCarthy
- Be Our Guest: Perfecting the Art of Customer Service, by The Disney Institute with Theodore Kinni
- Delivering Happiness: A Path to Profits, Passion and Purpose, by Tony Hsieh
- The New Gold Standard, by Joseph A. Michelli
- The Starbucks Experience, by Joseph A. Michelli
- Hug Your Haters, by Jay Baer
- The Cult of the Customer, by Shep Hyken
ARTICLES (MORE READING):
- Tony Hsieh Reveals the Secret to Zappos’ Customer Service in One Word (Forbes)
- How Zappos Delivers Wow Customer Service on Each and Every Call (Forbes)
- What Every Business Can Learn from Nordstrom Customer Service (Forbes)
- What the Four Seasons Taught Me About Customer Experience (think company)
- The People Create the Experiences: How Four Seasons Built an Army of Customer Champions (medallia)
- How Can You Approach Customer Service Like the Four Seasons? (customer think)
- Your Customer Service is Your Branding: The Ritz-Carlton Case Study (Forbes)
- If You Want to Improve Your Customer Service, Take a Look at How Ritz-Carlton Does It (Inc)
- Why Did Shoes of Prey Fail? It Listened to Its Customers (smartcompany)
OUR CORE VALUES –> Take a look at Buy Sell Live Atlanta’s Core Values
What is Zappos? Core Values