December 5, 2008
News & Opinion: The 2008 800-CEO-READ Business Book Awards - Industry
Management Lessons from Mayo Clinic: Inside one of the World's Most Admired Service Organizations
by Leonard L. Berry and Kent D. Seltman (McGraw Hill, June 2008)
The Mayo brothers established and built "one of the world's most admired service organizations" with solid values and a practicality in operations that is truly clinical. What else would you expect from a Midwestern family? The Mayo Clinic continues that work today, and you can see those same qualities reflected in this story about its success.
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Charlton Hotel Company
by Joseph A. Michelli (McGraw Hill, July 2008)
The key to success is quality and top-shelf customer service. Where do you learn these skills? By studying the best. The Ritz-Carlton properties are a marvel to experience, and here Joseph Michelli introduces the five "Gold Standard" principles you can use to make your restaurant, clothing store or gas station reach this new level of excellence.
The Orange Code: How ING Direct Succeeded by Being a Rebel with a Cause
by Arkadi Kuhlmann & Bruce Philp (Wiley, October 2008)
ING Direct is an organization--within a traditional industry--that looks at the world differently. The Internet-based direct bank that started in 1996 and now has over 20 million customers in nine countries made its way to the top by adopting an incredibly simple banking model and helping its customers make informed and wise decisions. The Orange Code shows how ING succeeded in this current economy.