Best Practices: Building Your Business with Customer-Focused Solutions [SIGNED BY ALL 3 AUTHORS & FIRST EDITION]

Hiebeler, Robert; Kelly, Thomas B.; Ketteman, Charles

Published by Arthur Andersen / Simon & Schuster, New York, 1998

About this Item

As new condition white boards/blue spine/silver spine lettering contained in an as new condition non price-clipped color illustrated dust jacket. Includes Foreword by James D. Edwards, Managing Partner, Arthur Andersen-Americas; Acknowledgments; Introduction; Afterword: The Ball's in Your Court: Putting Best Practices to Work For You; Index and About the Authors. Signed by all 3 authors on a Arthur Andersen bookplate which is neatly affixed to the center of the blank first free front endpaper. Also includes an as new condition tipped-into-the-volume promotional advertising postcard sized Arthur Andersen Business Unusual CNN broadcast hosted by Lou Dobbs. "Through the development of its Best Practices Knowledge Base, Arthur Andersen shows how you can take the secrets of the world's best companies and put them to work at your company. Find out how: Ritz-Carlton compiles detailed customer profiles based on guest preferences and employee observations, then shares this information throughout its chain so that staff members at its other hotels know exactly who is checking in each day and how best to please each guest. For example, if you've enjoyed playing tennis on a prior visit to a Ritz-Carlton Hotel, be assured that staff members will be aware of it - and will alert you to court availability on future visits. American Express targets different cardmembers with offers geared specifically to individual buying habits, then teams with a merchant to surprise them with rewards in appreciation for their patronage. If you are identified as a "VIP" customer at a particular restaurant where you frequently use your American Express card, your waiter may surprise you with a bottle of wine in gratitude for your loyalty. These are among the 40 companies featured in Best Practices that share their stories of success derived from a clear focus on customers." - from the rear outer jacket. "What makes the world's top companies so adept at providing stellar customer service? How do they meet the needs of every customer and still turn healthy profits? And, most important, how can you adapt their practices to fit your business? Thanks to over six years of ongoing research and an investment of $30 million, Aruthr Andersen has created its Global Best Practices Database to uncover breakthrough thinking at world-class companies. Now, in Best Practices, Arthur Andersen for the first time shares its understanding of how more than forty best-practices companies focus on their customers, create growth, reduce cost, and increase profits. Managers of any business in any industry can adapt and apply what those companies do best. Unlike most books based merely on an author's own theories or limited anecdotal experience, Best Practices is backed up by 30,000 pages of active, documented data on hundreds of companies worldwide. This book concentrates primarily on customers and how to involve them in everything from the design of products and services to marketing, selling, and product delivery. Perhaps the greatest value of the book lies in its linking of best practices to business processes, thereby encouraging managers to expand their thinking and engage in creative problem-solving with the help of insights fom companies inside or outside their own industry. FOr example, the manager of a clothing store chain can study how Federal Express adapted the concept of just-in-time manufacturing to its rapid delivery of parts between supplier and customer. The owner of a small coffee shop chain might learn from American Express and Peapod how to target customers by offering particular products and predicting exactly when they will make their next purchases. These and other examples will help businesspeople diagnose the processes in place at theri own companies and determine how best to improve them. Comprehensive and on the cutting edge, Best Practices will serve as an invaluable information resource." - from the inner front jacket flap. Seller Inventory # 006178

Bibliographic Details

Title: Best Practices: Building Your Business with ...

Publisher: Arthur Andersen / Simon & Schuster, New York

Publication Date: 1998

Binding: Hardcover

Condition: As New

Dust Jacket Condition: As New

Signed: Signed by Author(s)

Edition: 1st Edition