BROKEN WINDOWS, BROKEN BUSINESS
A practical guide to transforming your business by thinking small.
Micromanagers of the world rejoice?you've met your advocate in Michael Levine. In this engaging, provocative book, the former public relations executive and author of Guerrilla P.R., says that
even the smallest hiccups in a customer's experience?such as a dirty bathroom or an uncomfortable chair?can destroy a company. These are what Levine calls "broken windows," a term he borrows from the criminal justice theory that any visible lawbreaking, even as small as a broken window or bit of graffiti, can set the stage for far more serious crimes. He advocates actively seeking out and fixing these "broken windows," adding that bosses as well as their employees should aim for obsessive-compulsive behavior in any area of the business that affects customer satisfaction. Using well-known examples of companies like JetBlue, Google, Kmart and Krispy Kreme, Levine shows how his theory can be used to explain their successes and failures?and to predict their futures.
Solid guidance to help entrepreneurs who are managing customer relations from the trenches?also excellent as general business philosophy.
Micromanagers of the world rejoice?you've met your advocate in Michael Levine. In this engaging, provocative book, the former public relations executive and author of Guerrilla P.R., says that
Solid guidance to help entrepreneurs who are managing customer relations from the trenches?also excellent as general business philosophy.
In addition, make sure to read these articles:
- Who Broke That Window?!
- The Broken Window Is a Virus
- One Broken Window Can Lead to Another
- Guerrilla P.R. Wired
- Krispy Kreme Hit With $7.9M Ruling
- Krispy Kreme Opens in Mexico
- Krispy Kreme Eyes More Bite-Sized Units
- Krispy Kreme Targets London
- Krispy Kreme Paid $32M For KS, MO Interests
- Krispy Kreme success
- Krispy Kreme Boosts Stake In Midwest Franchisee
- Krispy Kreme Signs Up Hammerin' Hank
- Krispy Kreme Sees 600-Plus Stores In the Future
- KRISPY KREME BREWS UP A COFFEE UPGRADE
- Krispy Kreme Rips Critics, Dissolves Equity Group
Clearly, perceptions are incredibly powerful and businesses have a short time in which to influence those perceptions. What's phenomenal (and stunning, too) is how quickly ......
Sometimes those poor performers have friends in high places or they're simply good at playing the game. But how long can that go on?
One of my least favorite shopping experiences occurs when two employees trade their frustrations in public. Ironically, I don't mind that much when a worker ......
......
An arbitration panel has awarded a pair of plaintiffs $7.9 million in a contract dispute with Krispy Kreme. The donut giant says it may appeal.
Krispy Kreme has opened its first store in Mexico, one of 20 it plans to open there over the next six years.
Krispy Kreme is moving full speed ahead on smaller store footprints, including kiosks, according to its 10-K filing.
Krispy Kreme will open its first U.K. donut shop this October inside tony London department store Harrods.
Krispy Kreme paid $32 million in cash to acquire the Kansas and Missouri markets from a franchisee, according to the company's 10-K filing with the ......
In these difficult times, I find myself thinking about the basics of business, and their importance to success. All too often we look for a ......
Krispy Kreme has boosted its ownership stake of franchisee Glazed Investments from 30% to 75%, the company said. Purchase price wasn't divulged.
Krispy Kreme Doughnuts has awarded a one-store franchise to home-run king Hank Aaron, who has invested in other quick-serve brands over the years.
Krispy Kreme Doughnuts says its 218 stores barely scratch the surface of the brand's potential, which the company estimates is more than 600 locations in ......
Krispy Kreme is gearing up for the first phase of a systemwide coffee upgrade later this month that promises to make the donut chain more ......
Krispy Kreme Doughnuts has terminated an internal equity group as it tries to make its operations more understandable to an increasingly confused and jittery investing ......
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