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

Dow, Roger J.

Softcover

ISBN 10: 0887308619 ISBN 13: 9780887308611

Publisher: Harper Paperbacks, 1997

Synopsis

Turned On is the definitive book on leading ordinary companies to extraordinary customer satisfaction and profits, using eight insights practiced by the best and brightest organizations. Dow and Cook focus on how these star companies grew profits a stunning 600 percent in the last five years. They also demonstrate how cutting-edge hospitals and inner-city communities rekindle the commitment of individuals to achieve phenomenal results. With action checklists, brainteasers and firsthand accounts, Turned On shows managers how to create long-term vitality.

Turned On explains how managers can let their employees take control of their jobs, think in new ways and find commonsense solutions to insurmountable challenges. Insights from the front line provide the much-needed clarity, faith and hope vital to working in today's tumultuous, high-stress environment.

About this title

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.

ABOUT THE AUTHORS:

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.

About the Author:

Roger Dow is vice president and general sales manager of Marriott Lodging.

About this edition

• Publisher: Harper Paperbacks
• Publication date: 1997
• ISBN 10: 0887308619
• ISBN 13: 9780887308611
• Binding: Paperback
• Number of pages: 336