Overview

"Terry Bacon and David Pugh showed how great companies outperform good ones through ""behavioral differentiation"" -- going beyond superior products and dependable service to connect with customers at every touchpoint. The Behavioral Advantage broadens the concept, applying behavioral differentiation to the business-to-business arena. The best B2B companies depend on a multifront approach to business interaction, and this book reveals the secrets behind what is essentially a chess game with competitors. To win the game, companies must develop a carefully plotted opening game, with the following internal factors being fully aligned: values, policies, practices, and behaviors. A smart and efficient middle game lets the company build and strengthen its position, and the endgame assures victory and lays the groundwork for future business. Just as individual customers do, B2B customers remember those companies whose behavior consistently and significantly outshines even strong competitors. These firms create a lasting advantage -- and reap the profits that come with it."

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9780814416709

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"TERRY R. BACON (Durango, CO) is the founder of Lore International Institute, a widely respected executive-development firm recently acquired by Korn/Ferry International. He is now the scholar in residence in that firm and is the author of many books including Powerful Proposals (978-0-8144-7232-3), What People Want, and The Elements of Power (978-0-8144-1511-5). David G. Pugh is a coauthor of ""Winning Behavior"" (0-8144-7163-3) and ""The Behavioral Advantage"" (0-8144-7225-7), and cofounder of the Lore Institute, a professional development and corporate education company."

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