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Wake Me Up When the Data Is Over: How Organizations Use Stories to Drive Results
eBook Publisher: John Wiley & Sons
Imprint: Jossey-Bass
Format: Adobe Encrypted (DRM)
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"This book includes real-life examples from over 70 respected organizations, small and large, representing a multitude of industries using stories to drive results. Leaders from organizations such as Microsoft, Lands’ End, Verizon, U.S. Air Force, and World Vision demonstrate the strong positive influence stories can have. No abstract theories or platitudes are conveyed here. The book spells out how Kevin Roberts, CEO worldwide of Saatchi & Saatchi, achieved sustained sales growth after several mergers and downsizings caused the organization to fall on hard times. It also shows how Erik Shaw, president and CEO of FivePoint Federal Credit Union, overcame resistance to an organizational name change, resulting in membership growth exceeding the national average. "
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| Title of Business & Economics eBook: Wake Me Up When the Data Is Over: How Organizations Use Stories to Drive Results | |
| Release Date: 09-18-2006 | |
| Publisher: Jossey-Bass |
This eBook download is available in the following formats:
| Parent title | Wake Me Up When the Data Is Over:... |
|---|---|
| Encrypted (DRM) | Yes |
| SKU | 9780787988074 |
| File size | 5180 |
| Security | n/a |
| Printing | Not allowed |
| Copying | Not allowed |
| Read aloud | No Sys requirements Download reader |
| Devices | Samsung Tablet, Apple Ipad & Iphone, Barnes & Noble Nook, Kobo eReader, Aluratek Libre, Iliad, Nokia, Blackberry, Hanlin |
| Note | Excellent navigation features are available via Adobe such as bookmarks and a quick access table of contents. Text search is easily accessible. An Adobe DRM-protected file is different than a pdf file in that it uses Adobe DRM (Digital Rights Management) technology, which authors and publishers use to protect their content from illegal online distribution and to set certain privileges such as restrictions on copying and printing. |
Wake Me Up When the Data Is Over: How Organizations Use Stories to Drive Results
Chapter One
How Can I Help You?Service with a Smile-and a Story!
Susan Stites
When Sharon Love, owner of Incredible Pets, teaches customers how to care for their pets, she tells them a story. Terry Nicholetti, sales trainer and account executive for the Washington Business Journal, tells stories when teaching potential subscribers how to enhance their sales. Sandy Johns, Lands' End learning and development manager, uses stories to train customer service representatives. Craig Hunt-"Catfish Hunter," on-air personality for KYGO-FM, a Denver-based country music station-creates stories to connect to his listeners. Tracey Briggs, communications representative for Orlando Regional Healthcare, finds and writes Healing Stories about employees, patients, and their families.
Why are these people and their organizations using stories to develop exceptional customer service? "It just makes sense," says Love. "Which would you rather hear? A bunch of facts and figures about customer service or a story? People will remember stories long after they've forgotten the facts."
INSPIRING THE USE OF STORY
According to Jackie Johnson-Caygill, director of Lands' End Business Outfitters Contact Center, the retail company's rich storytelling heritage came from its founder, Gary Comer. "When the company was small, Gary recognized that stories would help people understand Lands' End and its values." Sandy Johns adds, "He always said, 'Take care of the customers and the rest will take care of itself.' When employees followed his advice, he would tell stories
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