Join 📚 Lukas' Reading Highlights
A batch of the best highlights from what Lukas's read, .
Before we leave this conversation, ponder this: What would change in your company if every executive meeting started with “Did we earn the right to customer growth?” Then move to specifics. In each segment of your customer base, how many new customers were acquired, in whole numbers—in volume and value? Next, by segment of your customer base, how many customers did we lose, in whole numbers—in volume and value? And, most important, WHY? What did we do to grow or shrink this asset? Across the entire operation, not just in sales or service, but as a result of the overall experience delivered?
Chief Customer Officer 2.0
Jeanne Bliss
Many of the skills required to access the different resources made available through people’s networks are tacit ones, which are deeply embedded in the practice of the relationships themselves. This quality may, of course, help explain the great difficulties of transferring one’s social capital from one context to another, or of translating it into another type of capital.
Social Capital
John Field
The Excellence Dividend is aimed primarily at the boss of a six-person training unit in a $1 billion behemoth, the proprietor of a four-person construction firm in my hometown of Dartmouth, Massachusetts, or the likes of the police lieutenant cited immediately above. Frankly, it is their (your!) devotion to relentlessly developing their (your!) team members and turning their (your!) customers or community members into fans that makes the difference in creating a vibrant local and national economy.
The Excellence Dividend
Tom Peters
...catch up on these, and many more highlights
Readwise