The Paradox of Excellence: How Great Performance Can Kill Your Business - Hardcover

Über die Autorin bzw. den Autor

David Mosby is CEO of InterWorks Software, Inc., a software development firm that creates specialized customer retention and value reinforcement solutions and has built solutions for many companies, including DHL, Kaiser Permanente, and Link Logistics/Starbucks.

Michael Weissman, a leading expert in business growth strategies, is founder and president of Fresh Perspectives, a San Francisco Bay Area consulting firm. Michael has helped companies of all sizes, including Adobe, Apple Computer, Fidelity Investments, Hewlett Packard, and Intel, find new, practical ways to maximize their sales, profits, and value.

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The Paradox of Excellence

"I work with hundreds of CEOs and have seen the 'paradox of excellence' occur in companies of all types and sizes. David Mosby and Michael Weissman have written an important book that is not only easy and fun to read, but can enable great companies to become truly great in the eyes of those who matter—their customers. The Paradox of Excellence cleverly explains why companies must work as a team to identify, understand, and manage the ever-changing expectations of their customers."
–Paul Witkay, founder and CEO, Alliance of Chief Executives

Are you striving for excellence yet find your efforts increasingly taken for granted and undervalued? You're not alone. Many companies discover their improved performance doesn't translate into higher perceived value. In fact, it simply shifts the customer's expectations upward, causing the customer to take the new, improved performance for granted. High-performance companies unwittingly create unrealistic customer expectations that become impossible to meet.

In this important book, the authors use a realistic story that illustrates the paradox of excellence—the better you perform, the more invisible you become to everything but bad news, shows the symptoms and causes, and provides clear guidance for overcoming this perplexing dilemma. The Paradox of Excellence introduces an entertaining story with characters that are easy to relate to, ideas that can be readily implemented, and a practical framework for achieving long-term success.

The book also includes a valuable self-assessment tool that can help determine if your company is suffering from the paradox and offers step-by-step models for building and maintaining high customer loyalty and brand value.

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The Paradox of Excellence

"I work with hundreds of CEOs and have seen the 'paradox of excellence' occur in companies of all types and sizes. David Mosby and Michael Weissman have written an important book that is not only easy and fun to read, but can enable great companies to become truly great in the eyes of those who matter--their customers. The Paradox of Excellence cleverly explains why companies must work as a team to identify, understand, and manage the ever-changing expectations of their customers."
-Paul Witkay, founder and CEO, Alliance of Chief Executives

Are you striving for excellence yet find your efforts increasingly taken for granted and undervalued? You're not alone. Many companies discover their improved performance doesn't translate into higher perceived value. In fact, it simply shifts the customer's expectations upward, causing the customer to take the new, improved performance for granted. High-performance companies unwittingly create unrealistic customer expectations that become impossible to meet.

In this important book, the authors use a realistic story that illustrates the paradox of excellence--the better you perform, the more invisible you become to everything but bad news, shows the symptoms and causes, and provides clear guidance for overcoming this perplexing dilemma. The Paradox of Excellence introduces an entertaining story with characters that are easy to relate to, ideas that can be readily implemented, and a practical framework for achieving long-term success.

The book also includes a valuable self-assessment tool that can help determine if your company is suffering from the paradox and offers step-by-step models for building and maintaining high customer loyalty and brand value.