This revealing perspective then becomes the basis for an entire strategic look at product and service delivery systems, marketing, capital investment, employee training as well as leadership development for managers. In essence, "The Path To Excellence" goes far beyond a traditional ideas of ‘customer service’ and provides a holistic recipe for the improvement of any business, large or small when it comes to competing for and keeping customers.
Bart Allen Berry has headed up San Diego Corporate Training for more than 28 years and has worked with hundreds of companies in six countries in the development of this work. Satisfaction studies from a wide range of industries and more than 2 million respondents were analyzed with accompanying business performance and sales data to create a very detailed picture of how customers behave and what they want, no matter what the product or service is. In addition to the organizational self-audit included, there are more tools in the book such as a prioritization exercise for determining the things most important to particular customers, a World Class Leadership Self Assessment for management effectiveness, and strategy & planning tools which are geared towards making immediate business improvements.
In an effort to inject this fresh customer-centric leadership outlook into today's business management lexicon, Berry has made this business improvement resource available at no cost. You can download “Path To Excellence – World Class Leadership” in the full range of digital reader formats from his website: http://www.bartallenberry.com/