Index

A

  • apologizing, to customers
  • Apple
  • Atkinson, Jane

B

  • Be the Best at What Matters Most—the Only Strategy You’ll Ever Need (Calloway)
  • Better Beats Different
    • being best
    • “distinctive” versus “better,”
    • innovation and
    • offering value
  • book, organization of
  • Buffett, Warren
  • “burning platform,”
  • business mistakes
    • attention to
    • customer service and
    • losing Magnetic Mojo and
    • overview
  • business to business (B2B) marketing, word of mouth and

C

  • Calloway, Joe
    • Be the Best at What Matters Most—the Only Strategy You’ll Ever Need
    • Magnetic: The Art of Attracting Business (workshops)
    • Never By Chance—Aligning People and Strategy through Intentional Leadership
    • “You’re Fired!,”
  • casual dining, change in
  • change
    • increased pace of
    • in marketplace
  • Chelsea Bistro
  • Chesterton, G. K.
  • Circuit City
  • City Slickers (film)
  • clarity, of Three Things You Must Get Right
  • Collins, Jim
  • competition, understanding
  • competitiveness
  • connecting
    • appealing to individual customers and
    • face-to-face
    • with handwritten notes
    • See also customers
  • control, Three Things You Must Get Right and
  • customers
    • connecting with
    • customer focus by entire organization
    • customer service and business mistakes
    • customer service and Magnetic mind-set
    • experience of
    • identifying
    • immediate response to
    • knowing
    • recommendations by (See word of mouth)
    • refusing work from

D

  • Deluxe Corp.
  • Deming, W. Edwards
  • disagreement, as constructive

E

  • e-mail, phone calls versus
  • employees
    • hiring of
    • organizational culture and
  • Enterprise
  • Entrepreneur

F

  • face-to-face meetings
  • fast food business, change in
  • Feltz, Chuck
  • Finke, Nikki
  • Five Friends, The (Calloway, Winget, Sanborn, Pennington, McKain)
  • Fred Factor, The (Sanborn)
  • Fun Is Good (Veeck)

G

H

  • handwritten notes
  • Himes, Bruce
  • hiring practices
  • HTC
  • Huidekoper, Annie

I

  • improving
    • as daily ritual
    • intention and
    • perfectionism versus
    • process of
    • reflection for
    • specificity for
    • taking action for
  • innovation
  • intention
  • Internet sales, difficulty of

J

  • Jobs, Steve
  • Jordan, Michael

K

  • kaizen
  • Kennedy, Robert
  • Kraker, Brian

L

M

  • Magnetic businesses
    • attracting business as art
    • book organization and
    • continuous improvement for
    • example
    • future of
    • hard work needed for
    • ideas used for
    • market adaptation by
    • market research for
    • mind-set for
    • relevance of
    • social media for
    • Three Things You Must Get Right
    • Three Things You Want Them to Say
    • value creation strategy for
    • Win-Win Strategy as ultimate guideline for attracting business (See also Win-Win Strategy)
    • See also customers; Gilson Boards (case study); word of mouth
  • Magnetic mind-set
    • customer service for
    • mind-set, defined
    • selective acceptance of work
    • understanding competition for
  • Magnetic Mojo, loss of
  • Magnetic: The Art of Attracting Business (workshops) (Calloway)
  • Malham, Arnie
  • Mama’s Fish House (Maui)
  • market adaptation
    • “burning platform” metaphor for
    • future success and
    • making proactive changes for
    • recognizing change and
  • market research
    • identifying customers with
    • importance of
    • Internet sales and
    • knowing customers and
    • planning and
    • testing products/ideas for
    • for understanding competition
    • See also Gilson Boards (case study)
  • Marsalis, Wynton
  • McKain, Scott
  • mind-set, defined
  • Minnesota Business Magazine
  • Murray, Bill
  • Murray, W. H.

N

  • Never By Chance—Aligning People and Strategy through Intentional Leadership (Calloway, Feltz, Young)
  • notes, handwritten

O

  • organizational culture
    • customer focus of
    • importance of

P

  • Pancake Pantry
  • Panera Bread
  • Pennington, Randy
  • perfectionism, improving versus
  • “permanent dissatisfaction,”
  • phone calls, benefits of
  • planning, need for
  • positive experiences, creating
  • purchase decision, word of mouth and

R

  • Radio Shack
  • “red flag” clients
  • relevance
    • importance of
    • loyalty and
    • recognizing threats to
  • response time
    • immediate response as goal
    • immediate response as standard of performance
    • real-time response as expectation
  • retail politics, practicing

S

  • Sanborn, Mark
  • Sanborn & Associates
  • Scottish Himalayan Expedition, The (Murray)
  • Shaich, Ron
  • simplifying, “thinking clean enough” for
  • Singapore Post
  • social media
    • face-to-face connection versus
    • immediate response to customers through
    • importance of
    • strategy and
  • Speaker
  • Starbucks
  • St. Paul Pioneer Press
  • St. Paul Saints (case study)
    • customer experience and
    • loyalty of fans and
    • organizational culture of
    • overview
  • Subway
  • “survival of the fittest,”

T

  • “table stakes,”
  • testimonials from customers
    • as emotional connection
    • exercise for
    • identifying what testimonials should say
    • influence of
    • intention and
    • overthinking
  • Tetschner, Stacy
  • Theory of Everything, The (film)
  • “thinking clean enough,”
  • threats, recognizing
  • Three Things You Must Get Right
    • case study
    • clarifying
    • continuous improvement and (See also improving)
    • control and
    • as Grand Guarantee
    • identifying
    • strategy for
    • uniqueness of businesses and
  • Three Things You Want Them to Say
    • as emotional connection
    • exercise for
    • identifying what testimonials should say
    • intention and
    • overthinking about
  • Toyota
  • Triumph International

U

  • Ultimate Customer Experience
  • uniqueness, of businesses

V

  • value creation strategy
    • being best at your business
    • “better” versus “distinctive,”
    • innovation for
    • offering value
  • Veeck, Mike
  • video, using

W

  • Western Water Works Supply Company, Inc. (WWWSC)
  • What’s Wrong with the World (Chesterton)
  • Winget, Larry
  • Win-Win Strategy
    • alternatives to
    • competitiveness and
    • constructive disagreement and
    • organizational culture for
    • overview
    • rule of success for
    • “survival of the fittest” versus
    • as ultimate guideline for attracting business
  • word of mouth
    • for business to business (B2B)
    • creating positive experiences for
    • decision to buy and
    • example
    • importance of
    • relying on
    • social media strategy and
    • sparking
    • St. Paul Saints case study
    • “zero moment of truth (ZMOT)” and
  • “wow” factor, chasing

Y

  • Young, Kris
  • “You’re Fired!” (Calloway)

Z

  • Zappos
  • “zero moment of truth (ZMOT),”
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