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Turned On Eight Vital Insights to Energize Your People, Customers and Profits

Dow, Roger & Susan Cook

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ISBN 10: 078819013X / ISBN 13: 9780788190131
Published by DIANE Publishing Company, 1996
Used Hardcover
From Canaday's Book Barn (Carlisle, PA, U.S.A.)

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1996 Harper Business ~ Hardcover in Dust Jacket ~ Stated First Edition ~ Tight, Clean, Unmarked Copy ~ Nice Dust Jacket w/ Spot of Adhesive Where Old Price Sticker Has Been Removed ~ Nice Copy!!! ~; 1.3 x 8.9 x 6.3 Inches; 302 pages. Bookseller Inventory # 1878

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Bibliographic Details

Title: Turned On Eight Vital Insights to Energize ...

Publisher: DIANE Publishing Company

Publication Date: 1996

Binding: Hardcover

Dust Jacket Condition: Dust Jacket Included

Edition: 1st Edition

About this title


Go behind the scenes of phenomenal companies such as Charles Schwab & Co., Mary Kay Cosmetics, Mid-Columbia Medical Center, Intel, Levi Strauss & Co., The Ritz-Carlton, & USAA to learn how they've increased profits by huge percentages. The authors reveal Eight Vital Insights to turn on the people, customers, & profits or your corporation. Vivid stories capture the words & wisdom of real people -- CEOs, managers, front-line workers, even customers. Jargon-free ideas & hands-on exercises move you quickly from Insight to Action. This book offers timeless wisdom that is fun, inspirational, & immediately available to your organization.

From the Publisher:

NOW IN PAPERBACK...TURNED ON Dow and Cook Show How Ordinary People Can Achieve Stunning Results and Create Long-Term Vitality

In 1991, Roger Dow, vice president and general sales manager of Marriott Hotels, and Susan Cook, president of the consulting firm Think Customer, founded "The Service/Quality Leadership Forum 2000," a bi-annual learning laboratory where leaders from fifty of the nation's most innovative companies-including Xerox, Motorola, Charles Schwab & Co., and Mary Kay Companies-came together to share their successes and explore new ways of doing business. In the new paperback edition of Turned On: Eight Vital Insights to Energize Your People, Customers, and Profits (HarperBusiness; May 7, 1997; paperback), Dow and Cook go behind the scenes to create the ultimate guide to long-term vitality.

In Turned On, Dow and Cook take an in-depth look at a flourishing new breed of business - a new breed that is relentless on the bottom line, but also balances that intensity with a commitment to inspired employees and enthusiastic customers. Consequently, these businesses radiate passion, energy, and an aura of perpetual success. The authors analyze prominent companies such as Intel, Levi Strauss & Co., The Ritz-Carlton, and USAA.

They introduce rising stars like Rural/Metro, a private ambulance and fire protection company that is cutting fire-loss by 50% at half the cost of its public sector counterparts. Seven of the book's featured organizations made Fortune magazine's 1996 list of America's Most Admired Companies. Three are Malcolm-Baldridge National Quality Award winners. In the last five years, the stock price for each of the publicly traded companies in Turned On increased 215% while the Standard and Poor's index increased only 17%. During that time, their total revenue increased 300%, and their profits have gone up a whopping 600%.

The authors also present hard-hitting lessons from outside the traditional business world, revealing how two hospitals are reinventing healthcare and how a pair of inner-city communities totally eliminated homicides and reduced violent crime by 45%.

From these phenomenal results, Dow and Cook distill Eight Vital Insights to energize the people, customers, and profits of any organization. From "Have the Courage to Set Bold Goals" and "Unleash the Power of the People" to "Lead with Care," the Eight Insights are the building blocks of long-term vitality.

The Insights are supported by vivid examples that capture the words and wisdom of real people-CEOs, managers, front-line workers, even customers. Their powerful stories inspire the heart and rekindle the power of ordinary people to achieve the extraordinary. Each chapter includes hands-on exercises to move the reader quickly from Insight to Action. Turned On concludes with a "Vitality Scorecard" which readers can use to quickly and easily assess their company's performance and develop a plan for long-term success.

The proven Insights in Turned On enable any organization to inspire its people, enthuse its customers, and achieve new levels of financial success.


Roger Dow is vice president and general sales manager of Marriott Lodging. In his twenty-five years at Marriott, he has managed every aspect of sales and marketing, piloting Marriott's Honored Guest Awards program for frequent travelers. As a renowned customer enthusiasm expert, Roger is a sought-after speaker for corporate audiences worldwide. He resides with his family in Bethesda, Maryland.

Susan Cook is founder and president of Think Customer, a groundbreaking consulting, training, and development practice based in the San Francisco Bay Area. She has moved organizations from Insight to Action for twenty-five years as vice president of Macy's California, founder of Apple University, and president of Tom Peter's Palo Alto Consulting Group.

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