Product Description

In an age where even the best products are quickly imitated, businesses must constantly find new ways to outpace competitors. Successful companies differentiate themselves not just with superior products, but also by how they behave toward their customers at every touchpoint: service, product development, marketing, branding, bids and proposals, presentations, negotiations, and more.

Behavioral Differentiation is emerging as the "final frontier" in competitive strategy, and Winning Behavior shows how leading companies use it to exceed expectations and outperform competitors. This eye-opening book offers case histories and examples from companies like GE, Volvo, EMC, Ritz-Carlton, Wal-Mart, and Harley-Davidson, plus interviews with executives like George Zimmer (Men's Wearhouse), Colleen Barrett (Southwest Airlines), and Gerry Roche (Heidrick & Struggles).

In today's ultracompetitive business landscape, product quality and competitive pricing are prerequisites for staying afloat. Winning Behavior reveals the secrets the best companies use -- and any business can use -- to stay at the pinnacle of success in their industry.

Product Details

• Amazon Sales Rank: #403064 in Books
• Published on: 2003-07-09
• Number of items: 1
• Binding: Hardcover
• 368 pages

Amazon.com
Marketing experts Terry Bacon and David Pugh offer insightful and practical benchmarks for "outbehaving the competition" in Winning Behaviors. Their book avoids gaseous generalities about customer service and underlines four specific routes to "behavioral differentiation" (BD).

Using examples as diverse as Elvis-dressing Southwest Airlines CEO Herb Kelleher, the Ritz Carlton concierge who replaced a lost teddy bear, and Bogart as Captain Queeg in The Caine Mutiny, the authors illustrate four types of "BD" including "operational," (using procedures like return policies to demonstrate high standards,) "interpersonal," (focused listening to convey genuine concern) "exceptional," (rule breaking beyond the call of duty) and "symbolic," (sending a consistent message through words and deeds).

The book's strength is in the details. For example, how to do homework about a new client, customize a service, and avoid a charge for every minute mentality. The authors leverage clear lessons from gold standard companies such as Harley Davidson, Nordstrom, and Volvo who use BD to out perform competitors. This smart book invites readers to exceptional performance by offering fresh ideas for being on your best behavior. --Barbara Mackoff

Training
"...nothing average about this book.If you are trying to excel[...]put this one on your CEO's desk tomorrow morning."

Book Info
Text shows how to cultivate the behaviors that can separate your company from the pack, and make it a market leader. Shows how to do everything possible to make customers prefer to work with you.

Customer Reviews

Clients Needed? Then you need this book!
The name says it all..."Winning Behavior". Pugh and Bacon provide real life examples of why behavior towards our clients cannot be turned on and off like a lightswitch. Their book expands on those studies to show why and how today's best companies have sucessfully developed an understanding of their clients needs amd made them "their own." WINNING BEHAVIOR shows why that understanding is crucial in today's highly commoditized world.

Pugh and Bacon walk through the finer points of what today's most successful companies do to exemplify Winning Behaviors. Evidence the large change in the contracting landscape today. Great names from the past that were once giants in industry are no longer. Why? Terry and David provide the answer. They lead you through why the companies that have endured are the ones that have subscribed to the principles David and Terry write about.

Winning Behavior truly is a "Must Read" for anyone wanting the insight into today's way of developing long-term relationship based clients. In order to develop that relationship, one must take the steps necessary to acheive the type of behavioral change required - Terry and David's book provide the roadmap!

Hard-Won Wisdom
In a marketplace where everyone claims to be the best, anyone can sell for less, and no-one can maintain the lead on new technologies, Pugh and Bacon demonstrate that the only way to beat the competition is to out-behave them. Your mission statement means nothing if you don't make it your way of life. The authors place a wealth of hard-won wisdom at your fingertips in the eloquently-written Winning Behavior. Exercises at the end of each chapter lend an interactive feel to the book, making the information more pertinent to the reader's experience. A pleasure to read and packed with profound insights, this book is a must-have for anyone wishing to succeed in any market.

Behavioral Differentiation - What The Best Do Differently
How long has it been since you've picked up a business book and read it in just three sessions. Terry Bacon's and David Pugh's recently published book on "Winning Behavior - What the Smartest, Most Successful Companies Do Differently" is one of those books you won't be able to set down until you've finished reading it from cover-to-cover.

"Winning Behavior" is a multi-case analysis of "Behavioral Differentiation" and its role in the success of the best companies in the industry. This book contains a wealth of great examples of BD in The Most Successful Companies in business and a section titled "Challenges For Readers" at the end of each chapter, with a number of soul-searching questions relative to one's appreciation of how to achieve behavioral differentiation.

Why was Edward Jones Brokerage rated No. 1 on the 2002 Fortune List of Best Companies to Work For ?; Why was the Men's Warehouse named one of America's Best 100 Companies To Work For in 2002 ?; Why was Harley-Davidson named company of the year in 2001 ?; and Why have Southwest Airlines and the other successful companies highlighted in this book been so successful in their business and with their employees ? How are company procedures and hiring processes important to companies that excel in behavioral differentiation ? This book, which is a "must read", answers these and many more questions relative to what is described as the final frontier in competitive strategy and what separates the best from the rest.