The Changing Face of Today's Customer Strategies for Attracting and Retaining A Diverse Customer and Employee Base In Your Local Market Thinking Globally, Selling Locally: Are You Ready? What can we learn from a coffee house, an airline, a golf course and a ski resort? Plenty. Like many corporations in North America, Starbucks Corporation, Continental Airlines, The Pebble Beach Company and Northstar-at-Tahoe share a common challenge: They are all in mature markets and offer a commodity that is widely available from any number of competitors. However, unlike many of their competitors, each of these companies has demonstrated the uncanny ability to develop and maintain incredibly lucrative markets in areas that are often overlooked. Their secret? They are attentive to the needs of customers and employees who represent diverse cultural and linguistic populations. The Changing Face of Today's Customer will give you many examples of success, as well as failure, then guide you through a process to assess your own organization. Are you ready? Don't Let This Happen To You The ski season was about to start and the marketing department of a major California ski resort could hardly wait. During the Summer months of the off-season, they had saturated the Chinese-speaking community in the San Francisco Bay Area with advertisements promoting the resort. Market research had shown this to be a largely untapped market for winter sports and they set out to entice them to come enjoy the snow. All advertisements were written in perfect Chinese, appeared in local Chinese newspapers and magazines, and offered the following deal: Bring this advertisement to our rental department and receive a 2 for 1 discount on rental equipment for the day. The snow fell, the resort opened and the crowds began to pour in. The rental department was filled with customers, many of whom were Chinese with discount coupons in hand. It appeared the marketing campaign was a tremendous success. Unfortunately, there were a few problems. The resort had not staffed the rental shop with anyone who spoke Chinese. To make matters worse, most of the rental staff had no idea what the coupons were good for. The only non-Chinese portion of the advertisement said: 50% off!. 50% off what? Was each coupon good for one person or a whole family? Within minutes of the shop opening, employees were in a state of panic and their customers were up in arms. As a final blow, they ran out of their supply of smaller-sized boots, skis, poles and snowboards well before all of the customers had been helped. None of the employees could communicate in Chinese, so they had to rely upon some of their bi-lingual Chinese customers to interpret for them. The crowd of frustrated customers disappeared as quickly as it had appeared. The success of the marketing department had turned into a customer service nightmare for the operations division. And this could have been avoided/Unfortunately, this type of customer service nightmare is hauppening with greater frequency in a variety of industries The World is Changing, Are You? Customers from around the world are changing the way business is done at home. In the U.S. alone, the immigrant population is 15% of America s population that has already surpassed 300 million people. These numbers will only grow. Learn From the Best, Then Apply The Lessons! The Changing Face of Today's Customer examines a number of companies that have gone through the process of transforming a local service or product into one that is attractive to both local and international customer alike. The issues range from simply translating instruction brochures into other languages, to completely altering a product line or business philosophy.

The Changing Face of Today's Customer: Strategies for Attracting and Retaining a Diverse Customer and Employee Base In Your Local Market

Doug Lipp

Hickethier Publishing International

Spending too much time on the road? Lost your luggage? Missed a flight? Sick of hotel rooms and taxi cabs? This book is for you! Join our two luckless travelers, Bob and Lucy as they experience one travel nightmare after another. Like you, they've been "on the road" one too many trips and never seem to catch a break. So, if you think you're having a rough time right now, just look at them and realize things could be a lot worse! Written by the former head of corporate training at Disney Studios, and full of illustrations by a former Mad Magazine artist, Stuck in the Middle Seat will become your welcomed oasis during a stress-filled journey.

Stuck in the Middle Seat: Why Traveling Can Really Suck!

Travel

Travel Writing

Lipp And Associates

Disney university explores the heart of the disney culture and it examines the philosophies behind the core values and operations that support the world-famous disney brand. Organizational values drive the strategies that, in turn, drive disney's success. These game-changing business concepts that van france and his team created, in addition to their tireless devotion to and dogged insistence upon maintaining those core values, helped build an organizational culture that is envied world-wide. Business leaders of all stripes, at all levels and in all industries have already found the business concepts van established and taught at disney university invaluable. With the publication of disney university: the cradle of happiness, those business concepts will be adopted by more and more business throughout the world.

Disney U

With a Foreword by Jim Cora, former Chairman of Disneyland International
"A leadership blueprint, applicable in any organization." —Captain D. Michael Abrashoff, U.S. Navy (Ret.), and author of It's Your Ship
"When I first arrived at The Walt Disney Company, I was surprised to find I had to go back to school—at Disney University! There, I learned the fundamentals of guest service that consistently gave Disney a tremendous advantage in the marketplace. Now, anyone can know these secrets of success thanks to Doug Lipp's informative book. No matter what your business, the lessons taught at Disney University will prove invaluable." —Michael Eisner, Former CEO and Chairman, The Walt Disney Company
When it comes to world-class employees, few organizations rival Disney. Famous for their friendliness, knowledge, passion, and superior customer service, Disney's employees have been fueling the iconic brand's wild success for more than 50 years.
How has Disney succeeded in maintaining such a powerful workforce for so many years? Why are so many corporations and executives drawn to study how Disney continues to exemplify service and leadership standards?
The Disney University, founded by Van France, trains the supporting cast that helps create the world-famous Disney Magic. Now, for the first time, the secrets of this exemplary institution are revealed. In Disney U, Doug Lipp examines how Van perpetuated Walt Disney's timeless company values and leadership lessons, creating a training and development dynasty. It contains never-before-told stories from numerous Disney legends. These pioneers share behind-the-scenes success stories of how they helped bring Walt Disney's dream to life.
Disney U reveals the heart of the Disney culture and describes the company's values and operational philosophies that support the iconic brand. Doug Lipp lays out 13 timeless lessons Disney has used to drive profits and growth worldwide for more than half a century.
To this day, the Disney University continues to turn out some of the most engaged, loyal, and customer-centered employees the business world has ever seen. Using the lessons outlined in Disney U will set your organization on a path of sustained success.

Business & Money

Management & Leadership

McGraw-Hill Education on Brilliance Audio

See the best price to sell, buy, or rent books by Doug Lipp. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Doug Lipp

See the best price to sell, buy, or rent books by Doug Lipp. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

The Changing Face of Today's Customer: Strategies for Attracting and Retaining a Diverse Customer and Employee Base In Your Local Market

Stuck in the Middle Seat: Why Traveling Can Really Suck!

Disney U

Disney U