Leadership and the Customer Revolution: The Messy, Unpredictable, and Inescapably Human Challenge of Making the Rhetoric of Change a Reality

Leadership and the Customer Revolution: The Messy, Unpredictable, and Inescapably Human Challenge of Making the Rhetoric of Change a Reality




Praise from business leaders for Leadership and the Customer Revolution "This book forcefully and in immensely practical ways teaches Einstein's staggering point: 'The significant problems we face cannot be solved at the same level of thinking we were at when we created them.' Absolutely both cutting edge and real time, disturbing and confirming, inspiring and pragmatic! I recommend it highly. Worth reading again and again." —Stephen R. Covey, Author of 7 Habits of Highly Effective People and Principle Centered Leadership; Chairman, Covey Leadership Center "Gary Heil makes a good case about what lies ahead of us. The next revolution is that of Leadership—true Leadership based on managing the whole and not the parts. Those aspiring to be tomorrow's Leaders are advised to take a few hours off and to read the book from cover to cover in one go. Enjoy the pleasure of rediscovering the New World of Customized Leadership." —Jan Carlzon, Former CEO of SAS, Author of Moments of Truth "Leadership and the Customer Revolution is a must read for business executives." —Art Levitt, Chief Executive Officer, Hard Rock Cafe "This is a terrific book if you're really serious about improving your company. It's straightforward and no-nonsense, visionary and practical. It forces you to look at the way things are, not how you wish they were, and points out areas where significant change can take root." —Sandra Kurtzig, Founder and Former Chairman, ASK Computer Systems "Leadership, customer loyalty, front-line ownership, the authors rise above the rhetoric on these issues." —Thomas J. Garvey, President, Chase Manhattan PFS "This book is a call to action. It tells us we have to stop talking about change and start making it happen. It's tough and candid, and filled with provocative ideas and smart suggestions." —Richard B. Thomas, EVP and Director, American Honda "When it comes to customer service, many organizations still talk the walk. For those interested in really doing something about service, this book provides an excellent road map." —Gordon Peters, President, The Institute for Management Studies "Rick Tate and Gary Heil are two experts who have helped Johnson & Johnson discover how we can differentiate ourselves by serving our customers better than our competition. We look forward to their new book and new insights into this fascinating subject of Customer Service." —Jerry Gilbert, Vice President, Consumer Sector Customer Relations, Johnson & Johnson "When it comes to customer service, customer loyalty, and leadership, Leadership and the Customer Revolution is both instructional and inspirational. The authors' fresh, often unorthodox perspective and unique ability to translate theory into action make this one of the best business books I have ever read." —Jules Trump, Chief Executive Officer, Northern Automotive Corporation

Product Details

ISBN-13: 9780471286318
Publisher: Wiley
Publication date: 10/25/1994
Series: Industrial Engineering Series
Pages: 320
Product dimensions: 9.21(w) x 6.14(h) x 0.75(d)

About the Author

About the Authors Gary M. Heil is an internationally recognized expert on leadership, service quality, and change management. As a popular and highly regarded speaker represented by the Washington's Speaker Bureau, most of Gary's insights concerning service strategies and organizational improvement have grown out of more than 18 years of consulting and speaking to private and public sector organizations throughout the world. He has conducted hundreds of organizational assessments in a wide range of companies and has served as a member of the Board of Examiners for The Malcolm Baldrige National Quality Award. Gary has also developed several widely acclaimed service programs that include Legendary Service, in collaboration with Blanchard Training and Development, Beyond Customer Satisfaction for Banc One, and Managing Customer Relations for Corporate Satellite Television Network. He is a faculty member of the Institute for Management Studies and the University of Southern California's Center for Telecommunications Management. As president of Heil and Associates, Gary is dedicated to helping organizations implement strategies for continuous improvement. Gary recently founded The Center for Innovative Leadership, a consortium of consultants, educators, and managers dedicated to developing information that can help leaders improve the effectiveness of their implementation efforts. Thomas Trebitsch Parker (AKA Tom Parker) is a noted organizational consultant, educator, and author. He has developed communication tools and strategies for over 50 corporations and has taught at Stanford and the University of California. His first novel, Small Business, was honored by the Commonwealth Club and his second, Anna, Ann, Annie, was recently nominated for the National Book Award and the Pulitzer Prize. He is also coauthor of CEO: Building A $400 Million Company From The Ground Up with ASK Group founder Sandra Kurtzig, and the national best-seller Winfield: A Players's Life with baseball superstar Dave Winfield. Rick Tate is internationally known for his work in service quality improvement, leadership development, and organizational excellence. An outstanding speaker and writer, he has worked with a wide variety of organizations for over 15 years. As co-founder of Innovative Thinking, Inc., an international training and consulting firm, he helps others to challenge their mindsets and develop the ability to think about "new answers to old questions." Rick's expertise at capturing the imaginations and the minds of his audience are backed up by 12 years of line management experience. In addition to speaking, Rick has developed and written several highly-acclaimed programs which have been used worldwide. His programs include Legendary Service, Frontline Service, and The Service Monkey.

Table of Contents


Leader as Revolutionary.


Leader as System Architect.

The System Challenges.


Leader as Customer Advocate.

The Customer Advocate Challenges.


Leader of People.

The Challenges of Creating an Intrinsically Motivating Environment.


Leader as Hero.




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