✓ Opération boomerang : 365 idées pour faire revenir vos clients à l'heure d'internet ✓ Auteur Ñ Philippe Bloch acheter en ligne

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Extrait de l introduction Il y a vingt cinq ans, une ternit , j aga ais d j mon entourage Pourquoi t nerves tu, a n a aucune importance, d tends toi , ne cessait on de me r p ter chaque fois que je faisais remarquer mes proches qu un chauffeur de taxi ralentissait syst matiquement avant les feux rouges, ou qu un caissier me rendait la monnaie sans m me me regarder ni me dire au revoir ou merci Seulement voil , je suis t tu Observateur aussi, et sans doute un peu intuitif En 1984, revenu de ma coop ration New York et rapidement promu diteur du magazine L Expansion , je d cide donc que le service en France m rite bien qu on lui consacre un livre Sans du tout savoir que ce projet allait changer ma vie Excit comme une puce, j y consacre en cachette mes nuits et mes week ends J observe tout Je m tonne Je m nerve J identifie avec deux camarades de l ESSEC les rares entrepreneurs fran ais de l poque qui nous semblent avoir compris que la passion du client et le respect des hommes sont la seule fa on d assurer la p rennit d une entreprise Leurs convictions nous frappent comme tant toujours la hauteur de leur charisme Solides Humaines Excitantes Nous nous mettons au travail et deux ans plus tard, le manuscrit est termin Il regorge d anecdotes, de t moignages et de citations Il ne s appuie sur aucune th orie compliqu e et s ouvre sur un proverbe chinois qui lui sert d introduction L homme qui ne sourit pas ne doit pas ouvrir boutique Le titre s impose naturellement Ce sera Service compris Editions Jean Claude Lattes et Marabout Il sort en janvier 1986 Autant dire au Moyen ge, l aune du temps internet Trente conf rences et un an plus tard, je d cide de quitter mon job passionnant A regret Mais je suis trop ind pendant pour r sister l appel de la cr ation d entreprise et de la libert Trop impatient, aussi En janvier 1987, premi re entreprise, dont la vocation est d aider les entreprises mettre en oeuvre les principes du livre D j 100 000 exemplaires vendus en un an Je me dis que rien ne vaut un homme en col re pour faire bouger les choses 500 000 exemplaires et 1 800 conf rences plus tard, Service compris n a certes pas chang le monde, mais il a incontestablement contribu sensibiliser plusieurs g n rations de managers l importance du client Devenu pendant vingt ans une lecture oblig e pour tous les tudiants des coles de commerce, achet par milliers par de nombreux dirigeants pour tre diffus tous leurs salari s, toujours pr sent sur les tag res de nombreuses biblioth ques, il a fait son boulot Et longtemps pay son loyer chez les libraires, comme me l a dit un jour la responsable du Relay d Orly Ouest, chez qui j allais m assurer de ses performances commerciales chaque fois que je prenais l avion pour faire une conf rence Bien de l eau a coul sous les ponts depuis ce joli jour de janvier 1986, o j ai ressenti pour la premi re fois le bonheur de tenir entre les mains un ouvrage dans lequel on a mis tout son coeur Vingt huit ans d j Plus d un quart de si cle Un deuxi me livre co crit a suivi le premier, consacr au th me du changement et la n cessaire fa on de se r inventer en permanence, dans un monde o tout bouge toute vitesse Dinosaures Cam l ons Editions Jean Claude Lattes Avec ses 60 000 exemplaires vendus, il n a certes pas gal les ventes de Service compris , mais il a contribu sensibiliser de nombreux dirigeants l absolue n cessit de la remise en cause permanente.Une foison d id es, la fois pratiques et strat giques, consommer sans mod ration Pascal Bazin, ancien Chief Executive d Avis Europe, pr sident de PBConsulting Plus que de l intelligence, plus que du talent, et m me plus que du g nie, l excellence vient de l effort et du travail r alis avec une quipe passionn e Ce livre donne les bases de la r ussite et de l panouissement personnel, professionnel et social Louis Le Duff, pr sident fondateur de Brioche Dor e, Del Arte et Bridor Enfin un Little Big Things la fran aise Frapp au coin du bon sens, c est l outil de management indispensable, de la plus grande entreprise la plus simple soi m me Recettes simples et plaisirs garantis la d gustation Philippe Houz , pr sident du Groupe Galeries Lafayette 365 id es pour que votre entreprise soit chaque jour plus proche de ses clients A mettre en oeuvre d urgence Jacques L vy, ancien pr sident de Sephora Monde Passion du client et respect des collaborateurs Ces id es tr s simples font depuis toujours la r ussite des entreprises A l heure o les nouvelles technologies bouleversent habitudes et process, ce livre vient utilement nous rappeler les r gles suivre pour r ussir le changement et lui donner sens Arnaud Mulliez, pr sident d Auchan France et du PICOM Steve Jobs serait d accord dans la soci t du 2.0, on accomplit rarement de grandes choses sans une petite id e au d part qui clignote Philippe Bloch nous en propose 365 Guillaume P py, pr sident de la SNCF Ecoute, co construction, relation, innovation,sourire mais surtout Action Au travers de 365 opus rythm s et percutants, Philippe Bloch illustre de mani re brillante les fondamentaux de l esprit de service et nous en livre le principe essentiel un management fond sur la consid ration et la confiance dans les hommes et les femmes qui co cr ent le service Xavier Qu rat H ment, Directeur de la Qualit du Groupe La Poste, membre de la Commission Nationale des Services Avec le 2.0, l entreprise p n tre dans un monde plus interactif dans lequel les pens es de Philippe Bloch en Quadruple Play conservent toute leur saveur A lire absolument pour comprendre et traiter l infid lit latente de nos clients Bruno Rousset, pr sident fondateur d April Group NYS Professions Online Verifications The information furnished at this web site is from the Office of Professions official database and is updated daily, Monday through Friday The Office of Professions considers this information to be a secure, primary source for license verification Network Insights Transforming your business Ciena The premier destination 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