Awesomely Simple: Essential Business Strategies for Turning Ideas Into Action

Are you willing to apply the focus, discipline, and action necessary to use the information in this book to make your organization truly excellent? My great hope is that you are.

If you can create an organizational culture that delivers these six factors to your employees in abundance, the likelihood is high that you will develop a group of highly engaged employees who will strive to deliver only the highest-quality products and services to your customers. To me, it is pretty straightforward: take great care of your people,

Engagement Is the Engine Highly engaged employees are the single greatest driver of customer satisfaction and loyalty, which is in turn the number one driver of organizational profitability and long-term success. This of course begs the question: What then drives employee engagement? These are the factors that lead to strong employee engagement: 1.

The process of delivering any product or service to a customer typically consists of multiple steps. Although every step is important, there are a few critical moments of truth that carry significantly more weight in the customer’s mind. Great service providers identify these critical touch points and are obsessive about creating systems and proces

but it amazes me how many companies fail to realize that some of their lowest-paid and often least-respected employees are actually in the best position to make or break the future of the company. The more interaction an employee has directly with customers, the more essential it is to make sure this person has the tools, resources, training, and p

In contrast, poor or inconsistent customer service is just about the surest way there is to chase customers away and doom your business to failure. Customers today demand to be treated extremely well and enjoy a wonderful purchasing experience. If you disappoint them in any way, they will simply go home and order a competitor’s product off the Inte

Just in case you are still skeptical, let me throw a few numbers at you. I teach an intense class on how to deliver consistently superior customer service and did a huge amount of research to uncover the financial implications of improving customer service levels. I won’t torment you with a bunch of statistics, graphs, and charts, but here is what

every businessperson you talk to will enthusiastically agree that delivering excellent customer service is critically important. Yet almost nobody does it! Can you smell a huge opportunity?

the only sustainable competitive differentiator left to most businesses today is creating a culture of continuous innovation and extreme customer focus driven by highly talented people. Competitors can copy your products, they can copy your processes and systems, they can buy or reverse-engineer your technology, and they can gain access to the same