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Uncommon Practice: People Who Deliver a Great Brand Experience
 
 
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Uncommon Practice: People Who Deliver a Great Brand Experience [Paperback]

Mr Shaun Smith , Mr Andy Milligan
4.5 out of 5 stars  See all reviews (6 customer reviews)
RRP: £39.99
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Customers buy this book with Managing the Customer Experience: Turning Customers into Advocates £26.39

Uncommon Practice: People Who Deliver a Great Brand Experience + Managing the Customer Experience: Turning Customers into Advocates
Price For Both: £61.58

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Product details

  • Paperback: 192 pages
  • Publisher: Financial Times/ Prentice Hall; 1 edition (20 May 2002)
  • Language English
  • ISBN-10: 0273659367
  • ISBN-13: 978-0273659365
  • Product Dimensions: 26.2 x 23 x 1.6 cm
  • Average Customer Review: 4.5 out of 5 stars  See all reviews (6 customer reviews)
  • Amazon Bestsellers Rank: 216,833 in Books (See Top 100 in Books)
  • See Complete Table of Contents

More About the Author

Shaun Smith
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Product Description

Review

"This is a terrific book. It paints a picture of what the 21st Century

company has to look like. In today's hypercompetitive markets the business

has to be profoundly customer centric if it is to prosper. This is not about

clever advertising but creating a genuine commitment among employees to

provide customers with a unique, quality experience.

"What makes the book different is that the authors have chosen 19

fascinating businesses, most of them now household names, like Amazon, Tesco

and Manchester United. Instead of a dull academic treatise they let the top

executives do the talking about what makes their companies different. It

provides a host of up-to-date insights for managers and

MBAs."

Professor Peter Doyle, Warwick Business School

"How often do you get the chance to have an unmediated head-to-head with

business leaders who are delivering on the new frontier of business - the

customer experience? There are so many books out there trying to interpret

the essence of business success that it is refreshing to find one where the

interviewees at the heart of the book tell their story in their own words,

instead of being paraphrased, interpreted or misinterpreted.

"So if you want to hear direct from Richard Branson and his lieutenants,

Carphone Warehouse's Charles Dunstone and other uncommon business leaders -

many of whom are notoriously reluctant to be interviewed - the 'Uncommon

Practice' is the book that lets you hear their story straight from the

horse's mouth."

Phil Dourado, Editorial Director, eCustomerServiceWorld.com

 

'This book takes an original approach to its subject and comes up with some

uncommonly useful lessons.'

Rufus Olins, editor-in-chief and publisher, Management Today

 

"It is a fascinating book...it provides insights into some of the most challenging brands of the late-20th century and gives an instant guide to some of their most innovative ideas."

Marketing

Phil Dourado, Editorial Director, eCustomerServiceWorld.com

'Uncommon Practice’ is the book that lets you hear about the essence of business success straight from the horse’s mouth.

Inside This Book (Learn More)
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Front Cover | Copyright | Table of Contents | Excerpt | Back Cover
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Customer Reviews

6 Reviews
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Average Customer Review
4.5 out of 5 stars (6 customer reviews)
 
 
 
 
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7 of 7 people found the following review helpful:
5.0 out of 5 stars Essential reading, 3 Dec 2002
This review is from: Uncommon Practice: People Who Deliver a Great Brand Experience (Paperback)
Uncommon Practice gives the reader access to the thought-processes of some of the most remarkable executives and brand managers today. As such, it is invaluable to anyone who wants to understand why some brands succeed where others fail. The ultimate message is that if you care about your people they will care about your business. Also a fascinating insight into some of the more eccentric policies deployed by many leading companies, and how these policies actually work. At last, a business book which manages to be insightful, informative and entertaining in equal doses. Altogether a terrific read.
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11 of 12 people found the following review helpful:
5.0 out of 5 stars The brands that care and their uncommon way to show it, 12 Jun 2002
By A Customer
This review is from: Uncommon Practice: People Who Deliver a Great Brand Experience (Paperback)
You don't have to be working in branding or business to enjoy this book. It shows you with simple words how big brands like Virgin and Harley Davidson retain their employees and promote their name (those two being very closely linked). And their approach is somewhat uncommon, from the bentley lending opportunities at Richer Sound to the free Tiffany silver star of Pret A Manger....every CEO or everyone dealing with staff or customers should read this book ... a must have for employees satisfaction and top of the range customer services.
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1 of 1 people found the following review helpful:
4.0 out of 5 stars Great Reportage Leading to Intimate Insights, 18 July 2008
This review is from: Uncommon Practice: People Who Deliver a Great Brand Experience (Paperback)
A well designed, funky looking collection of stories about some of the key brands on our high street. I have a problem with the inference that the authors worked with these companies when, in the majority of cases, they are simply acting as "reporters". However it is great for first hand insights from some key names, less great for organised thoughts, reflections and conclusions making it tricky to dip in and detect patterns and conclusions. However it is very accessible and if ever there was such a thing as a coffee table management book - this is it!
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