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Reviews: ˜The best way to create a WOW experience for customers is to first create a WOW experience for employees. This book can inspire both`
“Tony Hsieh, #1 New York Times best-selling author of Delivering Happiness and CEO of Zappos.com, Inc
˜BOLD nails it. Our boldness lies in our people: 8,000 minds who are passionate and committed to revolutionizing air travel - believing the unbelievable, dreaming the impossible, and never taking no for an answer - every single day.`
“Tony Fernandes, CEO and Co-founder, AirAsia Bhd, Tune Group of Companies and Team Lotus Formula 1 Racing
˜Packed full of original ideas and inspirational stories that`ll give you the confidence to do things your way.`
“Richard Reed, Co-founder of innocent drinks
˜Bold is one of the most inspiring and insightful books on what it takes to build a pure and compelling global brand for today`s generation, in this digitally disruptive age.`
-Angela Ahrahdts
Description: In every industry, some brands stand out from the crowd because of their distinct way of doing things. These companies challenge conventional wisdom and industry norms to win in their markets. They see their customers and employees as members of a like-minded community, deliver unique and remarkable customer experiences, and are able to create an almost cult-like following around their brand.
BOLD is about 14 such businesses. They put purpose before profit, go beyond what customers expect, and relentlessly differentiate themselves from everyone else. They know no compromise and show no timidity. They are bold in thought and execution, and they measure their success in new ways.
BOLD include revealing interviews with key executives and let them tell each brand`s story in ways that capture the unique culture of each company. The 14 businesses represent an international "who`s who" in consumer insight and engagement, and include Virgin Galactic, O2, Chilli Beans, Six Senses, Burberry, BBH, The Geek Squad, TNT, JCB, WWF and Umpqua.
BOLD includes hyperlinks to the BOLD brands as well as video and audio material to make reading it on your iPadTM or e-reader an entirely new reading experience. Compare your company with the BOLD brands by downloading the free iPad app.
Contents: Introduction ¢ Virgin Galactic ¢ Bold practices ¢ Sir Richard Branson - the visionary ¢ Will Whitehorn - the president ¢ Stephen Attenborough - the commercial director ¢ Trevor Beattie - the passenger ¢ Brian Binnie - the pilot ¢ Bold lessons ¢ O2 ¢ Bold practices ¢ Ronan Dunne - the CEO ¢ Tim Sefton - the strategy guy ¢ Gav Thompson - the brand guy ¢ Bold lessons ¢ AirAsia X ¢ Bold practices ¢ Azran Osman-Rani - the CEO ¢ Moses Devanayagam - director of operations ¢ Datin Shelina Razaly Wahi - director of legal and people ¢ Bold lessons ¢ Chilli Beans ¢ Bold practices ¢ Caito Maia - the founder ¢ Mario Ponci Neto (Marinho) - the expansion and new business director ¢ Vanessa Rincon - director of products and supplies ¢ Bold lessons ¢ Six Senses Resorts and Spas ¢ Bold practices ¢ Sonu Shivdasani - the visionary ¢ Bernhard Bohnenberger - the managing director ¢ Anand Rao - the chief talent officer ¢ Alasdair Junor - the COO ¢ Rochelle Kilgariff - the general manager Christopher Bailey - the customer ¢ Bold lessons ¢ Burberry ¢ Bold practices ¢ Angela Ahrendts - chief executive officer ¢ Christopher Bailey - chief creative officer ¢ Sarah Manley - chief marketing officer ¢ Reg Sindall- executive vice president, corporate resources ¢ Bold lessons ¢ BBH ¢ Bold practices ¢ Nigel Bogle - founder ¢ John Hegarty - founder ¢ Gwyn Jones - global chief operating officer ¢ Charles Wigley - chairman of BBH Asia ¢ David Gates - global category director for whisky for Diageo and BBH client 139 ¢ Bold lessons ¢ The Geek Squad ¢ Bold practices ¢ Robert Stephens - founder and chief inspector ¢ Jeff Severts - the promise maker ¢ Lee Williams - the Double Agent ¢ CasperThykier - the customer ¢ Bold lessons ¢ Zappos.com ¢ Bold practices ¢ Tony Hsieh - delivering happiness ¢ Wendy Fitch - the happy customer ¢ Alexa Farnes - the happy employee ¢ Rob Siefker - the happy manager ¢ Bold lessons ¢ Umpqua Bank ¢ Bold practices ¢ Ray Davis - the game changer ¢ Lani Hayward - the creative strategist ¢ Barbara Baker - the culture enhancer ¢ JoEllen Nieman - the customer champion ¢ Bold lessons ¢ TNT Express ¢ Bold practices ¢ Marie-Christine Lombard - group managing director ¢ Michael Drake - the strategist; regional managing director North Asia ¢ Iman Stratenus - the visionary; managing director China ¢ Alex Xiang - the champion ¢ Chris Goossens - the advisor; global customer experience director ¢ Bold lessons ¢ JCB ¢ Bold practices ¢ Sir Anthony Bamford - chairman ¢ John Kavanagh - director of communications ¢ Matt McClurg - global marketing director ¢ Tim Burnhope - group MD ¢ Kevin Balls of J C Balls & Sons - the lifelong customer ¢ Bold lessons ¢ Innocent ¢ Bold practices ¢ Richard Reed - chief squeezer ¢ Dan Germain - guardian angel ¢ Steve Spall - paranormal greengrocer ¢ Jessica Sansom - head tree hugger ¢ Joe McEwan - juice figalow ¢ Karen Callaghan - chief grower ¢ Bold lessons ¢ WWF ¢ Bold practices ¢ Jim Leap - director general ¢ Natasha Quist - regional director, WWF Central Africa Regional Programme ¢ Lasse Gustavsson - executive director, conservation, WWF International ¢ Danielle Chidlow - director of brand strategy at WWF International ¢ Eric Bohm - CEO, WWF Hong Kong ¢ David Nussbaum - CEO, WWF UK ¢ Bold lessons ¢ How to be bold: practices, principles and people ¢ The bold practices: the what ¢ The bold principles: the why ¢ The bold people the who ¢ How bold are you? ¢ Bold practice survey ¢ Bold action - how do you build a bold brand? ¢ Bold - the keynote presentation ¢ Bold - the webinar ¢ Bold - the Brand Experience Masters programme
About the Author: Shaun Smith is founder and partner in the customer experience consultancy Smith+Co, which works with leading brands around the world to design distinctive experiences. A thought leader on the subject of customer experience strategy, he is the co-author of the best-selling books Uncommon Practice, See, Feel, Think, Do and Managing the Customer Experience. Shaun is rated as a top business speaker internationally.
Andy Milligan is a leading international consultant on brand and business culture. He has worked for almost 20 years advising major organizations on strategies for brand building, customer experience and internal culture. Andy appears regularly in the media to comment on brand issues, and as well as Uncommon Practice, he is co-author of See, Feel, Think, Do, Don`t Mess with the Logo and author of Brand it Like Beckham. He is a founding partner of The Caffeine Partnership, which helps management in a hurry to grow their business and brands.ISBN 9780749463441
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