Changing Face of Today's Customer: Strategies for Attracting and Retaining a Diverse Customer and Employee Base in Your Local Market

Overview

This book, written by a former head trainer at the Walt Disney University, tells readers how to design an individualized customer service system for their industry.

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Overview

This book, written by a former head trainer at the Walt Disney University, tells readers how to design an individualized customer service system for their industry.

Read More Show Less

Product Details

  • ISBN-13: 9780970764829
  • Publisher: G. Douglas Lipp & Associates
  • Publication date: 1/28/2003
  • Pages: 253
  • Product dimensions: 5.50 (w) x 8.40 (h) x 0.70 (d)

Meet the Author

Consider the following three questions:

l The globe is shrinking, is your business expanding?
l Creating a "global presence" in the U.S. Is your team ready?
l You might be "The Leader", but are your international customers and multicultural employees following?

What was your answer?

Join Doug Lipp, the former head of corporate training at the Walt Disney University, as he takes you on an informative "behind the scenes" tour of some of most successful international teams in the world. What is their secret to success? How have they overcome spectacular challenges? How have some developed an international customer base without going overseas?
Doug Lipp, an internationally acclaimed expert on customer service, leadership and global business, motivates and challenges audiences around the world as a consultant and speaker. He has spent over 30 years working from the front lines to the boardrooms of corporations around the world, and has been a featured guest on National Public Radio and Bloomberg News.
Fluent in Japanese and with a Master's degree in International Business Communication, Doug was on the start-up team for Tokyo Disneyland, Disney's first international theme park.
Doug is the author of numerous articles and five books on leadership, customer service and international business, including this most recent: "The Changing Face of Today's Customer: How to Attract and Retain a Diverse Customer and Employee Base".
With a foreword by renowned business leader Peter Ueberroth, head of the US Olympic Committee and Ken Blanchard of One Minute Manager fame, "The Changing Face" addresses how businesses can be more responsive to the growingnumber of foreign national customers and employees both in North America and internationally.
Some of Doug's clients include:

* University of California
* Microsoft
* AT&T
* Pebble Beach Company
* Merrill Lynch * Motorola
* Wells Fargo Bank
* GE Capital * IBM
* Toyota
* Sandia Labs
* Intel
* U.S. Air Force
* Cigna Health * Honda
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Table of Contents

Foreword
Introduction
1 The World is Shrinking, Is Your Business Expanding? 1
2 This Thing Called Culture: Culprit or Asset? 25
3 From "Common Sense" to "Cultural Sense": The Six Must-Know Obstacles to a Global Service Approach And How to Overcome Them 65
4 From "Local Service" to "Global Service": Success Stories from Companies Who've Been There 103
5 Excuse Me, What Did You Say? 145
6 International Leadership at Home: Think Globally, Act Locally 181
7 You Have the Globe in Your Hands: Do Something! 233
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