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Tables of Contents for Winning Behavior
Chapter/Section Title
Page #
Page Count
Preface
vii
Acknowledgments
xiii
The Final Frontier
1
11
Harley-Davidson's Journey
4
2
Differentiating Yourself Through Behavior
6
6
We Will Assimilate You
12
21
The Entropic Action of Markets
13
2
The Dynamics of Differentiation
15
3
The Nine Domains of Differentiation
18
15
Product Uniqueness
18
2
Distribution
20
2
Product Market Segmentation
22
1
Customer Service/After-Sales Service
23
2
Breadth of Offerings
25
1
Brand
26
1
Size/Market Dominance
27
1
Low Price
28
1
Behavior
29
4
You Are How You Behave
33
24
What Customers Expect
36
2
Gaining Ground---Positive Behavioral Differentiation
38
9
Losing Ground---Negative Behavioral Differentiation
47
6
Why Positive Differentiating Behaviors Are Difficult to Imitate
53
4
The Four Ways to Create Behavioral Differentiation
57
38
The Four Types of Behavioral Differentiation
58
2
Operational Behavioral Differentiation: Setting a New Standard
60
10
Positive Operational Behaviors
61
3
Normal or Expected Server Behaviors
64
1
Negatively Differentiating Server Behaviors
64
1
Positively Differentiating Server Behaviors
64
3
Negative Operational Behaviors
67
3
Interpersonal Behavioral Differentiation: Showing That You Care
70
11
Exceptional Behavioral Differentiation: Breaking the Rules
81
3
Positive Exceptional Behaviors
81
2
Negative Exceptional Behaviors
83
1
Symbolic Behavioral Differentiation: Walking the Talk
84
7
Positive Symbolic Behaviors
87
1
Negative Symbolic Behaviors
88
3
The Relationships Among the Types of Behavioral Differentiators
91
4
The Gold Standards in Behavioral Differentiation
95
37
Ritz-Carlton's Gold Standards
99
3
Recruiting and Selection
102
1
Employee Orientation and Continuing Education
102
2
The Daily Lineup
104
1
Purpose Over Function---and the Authority to Resolve Problems
105
2
The Management of Measurement
107
2
Tom's and Shane's Trip from Hell
109
10
The World's Most Customer-Centric Company
119
1
How EMC Differentiates Itself
120
1
EMC's Unique Services Model
121
6
Customer Service as an Investment
122
1
Rapid Escalation of Problems
122
1
Global Service Deployment
122
1
Phone-Home Capability
123
1
Guilty Until Proven Innocent
124
1
Change Control Without a Hitch
125
1
Measuring Customer Satisfaction
126
1
Helping Save Customers' Businesses After 9/11
127
5
Random Acts of Kindness
132
35
What People Want
134
4
The Bell Curve of Interpersonal Behavior
138
4
Chainsaw A1 and the Queen of Mean
142
3
Other Examples of Negative Behavioral Differentiation
145
2
The Jackass Defense
147
4
A Tale of Two Captains
151
4
The Best Damn Ship in the Navy
155
12
Exceptional Values
167
26
The Missing Suitcase
168
1
An Important Proposal
168
1
Preparing for the Olympic Games
169
1
Getting Mutzy into Australia
169
2
The Value of Medarbetarskap
171
6
Suits and Servant Leadership
177
2
Behavioral Differences at Men's Wearhouse
179
2
A Web Site with Soul
181
2
Emotional Intelligence in Action
183
4
Representing the Customer
187
1
Exceptional BD at Men's Wearhouse
188
1
Why Doesn't Everybody Do It?
189
4
Living the Promise
193
27
GAT's Competitive Challenges
194
1
The Consultant from Houston
195
1
The Selection Process
196
1
The Think Tank
197
2
The Summary Design
199
5
Drum Roll, Please
204
1
The Power of Symbolic Behaviors
205
1
Harley-Davidson and the Experience Business
206
4
Walking the Talk with God
210
10
The Engines That Drive Behavioral Differentiation
220
42
The Leadership Engine
224
7
The Culture Engine
231
6
The Process Engine
237
7
The Drivers of Negative Behavioral Differentiation
244
8
Institutional Narcissism
245
3
Institutional Greed
248
1
Institutional Insularity
248
1
Institutional Schizophrenia
249
1
Institutional Scapegoating
250
2
Our Expectations of Managers
252
10
Why Southwest Airlines Soars: B2C Behavioral Differentiation
262
34
The Behavioral Differences at Southwest Airlines
266
1
The Customer Service Business
266
2
Operations as Internal Customer Service
267
1
The Southwest Spirit
268
1
Hire for Attitude, Train for Skill
269
2
Leadership Bench Strength
271
1
Places in the Heart
272
3
Living the Golden Rule
273
2
The Culture Committee
275
4
From Customer Loyalty to Customer Advocacy
276
3
The Behavioral Difference After September 11
279
1
B2C Behavioral Differentiation
280
16
Searching for Stars: B2B Behavioral Differentiation
296
36
Going the Extra Mile at Hall Kinion
297
3
Hall Kinion's Differentiation Strategies
300
3
Hiring Employees
303
1
Recruiting Consultants and Candidates
304
4
Differentiating HK with Customers
308
2
Hall Kinion University
310
4
Building the World's Finest Leadership Teams
314
18
The Moment-by-Moment Differences
314
7
Just Fire Me Today
321
2
Visionaries of Total Human Capital Management
323
3
Caring as a Way of Being
326
6
Creating and Sustaining Behavioral Differentiation
332
11
Lessons Learned from Companies That Exemplify BD
333
4
The Secret to Creating and Sustaining Behavioral Differentiation
337
2
Why You Should Care About Behavioral Differentiation
339
4
Products
339
1
Price
340
1
Behavior
340
3
Index
343