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The Pursuit of Social Business Excellence Paperback – November 14, 2012
The Amazon Book Review
Author interviews, book reviews, editors picks, and more. Read it now
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When it comes to merging social media with technology and people, Vala Afshar and Brad Martin are two experts you want to learn from. They get it, and once you read this book, so will you. --Shep Hyken, Customer Service Expert, New York Times Bestselling Author
Full of practical, timely strategies to ensure your business thrives through being a social enterprise. Every leader MUST read this book! --Christine Comaford, Forbes Leadership Columnist, New York Times Bestselling Author
About the Author
Vala Afshar is Chief Customer Officer for Enterasys Networks. Afshar is responsible for worldwide customer service and support operations. An award winning inventor of social technologies and customer services operations, Afshar is considered a pioneer in cloud computing, social collaboration, business intelligence and customer relationship management (CRM). Afshar's teams have been recognized numerous times for their customer satisfaction, net promoter score and service innovation achievements. Enterasys customer service and support is universally recognized as true company differentiation.
Brad W. Martin
Brad W. Martin is the Vice President of Quality and Engineering Operations for Enterasys Networks. Martin is responsible for global software quality assurance, global engineering services, corporate program management, manufacturing technology and corporate quality control. Martin and his team have implemented an award winning quality information infrastructure and have been recognized by industry publications and analysts. Martin and his team were 2012 recipients of the Manufacturing Leadership 100 awards in two quality leadership categories.
Top Customer Reviews
Last spring, I started noticing Vala's insightful, kind, wise, and very human tweets. I reached out and he invited me to visit him on my way up to Maine this past September. I arrived and was greeted like a queen! To my incredible surprise, because Vala remembered our tweets about lobster, Brian Townsend, Director of Global Services and Ops, had prepared a feast of lobster tails with a risotto and an unimaginable dessert. How did Vala remember that I loved lobster? Because that's how Vala, and Brad, and the rest of the team, are wired (no pun intended) - to be social, to care, to make sure others matter.
Brad and Vala don't preach about why businesses must be social - they live it, everyday. Theirs is a real, living, breathing, continuous narrative about how a mid-market company refocused their culture to delight their customers by respecting and trusting their employees to focus on providing meaningful outcomes for their customers. They detail the why, how, when, and what in transforming the culture and flattening the organization.Read more ›
This book captures the essence of how a companies social media strategy and behavior can quickly become a differentiator and business driver. Afshar and Martin liken business and employees to a professional sports team and its athletes. There is a scoreboard within every business be it sales wins, successful projects, etc, just like there is a scoreboard for every spectator to see the `score' at a game.
The book also outlines the key Ingredients to a successful customer support organization focused around "caring more", insourcing, transparency, reporting, dashboarding.... Relating to customer service, Afshar and Martin also explain the ultra-important difference between customer satisfaction and customer loyalty.
A few takeaways (this list could be much longer):
1) Remember do not do social, be S.O.C.I.A.L (Sincere, Open, Collaborative, interested, authentic, likeable).
2) Critical success factors - culture, people, process and technology
3) A sense of community motivates people to want to contribute
This book is certainly a must read if you are about to embark on becoming a social business, or if you are looking to revitalize your current strategy.
Vala and Brad have done an amazing job documenting and blueprinting a proven successful business model in today's social era. "The Pursuit of Social Business Excellence" is a must read for anyone that wants to be a successful leader driven by social collaboration.
After reading this book and following the groundwork laid out, you are guaranteed to have happy employees and even happier customers, which will ultimately lead to success! It continues to work for us at Enterasys Networks!
Most Recent Customer Reviews
This is with no doubt, one of the best if not the best book and approach there is to designing and applying a Social Business Strategy. Read morePublished on June 30, 2014 by Pablo Bermudez
I'm not presently working in the business world, but I found the ideas and concepts from "The Pursuit of Social Business Excellence" could also be applied to our everyday... Read morePublished on January 28, 2014 by RoseRunner :-)
Most in the industry are talking about the benefits of social and how it should be implemented in a business. Read morePublished on April 4, 2013 by Bilal
Really awesome book - you can tell that the authors are truly embracing the social aspect of business and are practicing what they preach.
I HIGHLY RECOMMEND IT !
Using their own journey as a real world case study, Brad and Vala catalogue and dissect the steps to re-invent social relationships within an organization. Read morePublished on February 4, 2013 by TryItFixItTryIt
Vala tweets. He tweets a lot. Follow him on twitter and you will get quotes from Colin Powell to Russell Simmons to John Wooden. Read morePublished on January 28, 2013 by StephenFMeadows
Do to the fact that I know Vala Afshar personally, this book is written absolutely authentic and what he presents on daily business. EXCELLENT ! I am impressed.Published on January 23, 2013 by Ivica Majdandzic
Vala and Brad's The Pursuit of Social Business Excellence allows the reader to take away from this book ideas on becoming more visible and having greater impact in an increasingly... Read morePublished on December 17, 2012 by Tom Currier