ivana je dum dum

Moram napisat referat iz engleskog..i treba mi neka aktualna tema...al da je mogu nach na netu jer ne namjeravam sama prevodit neshto...hehe..;-)
Ajde helpajete malo...kiss berekinu...;-))) xxx

pa o njemu ¨!!!!!!!!!!!

haha...
A neshto aktualno i ZANIMLJIVO...;-) xxx

a naslov bi bio "Kako je selo moje malo otkrilo internet"

Evo ti nešto ak ti odgovara... Japanci kreću u svemirsku utrku, i žele prestići kineze. http://seattletimes.nwsource.com/html/nationworld/2003672940_webjapanspace19.html

evo ti tekst:

Keys to the Kingdom
The seven secrets to Disney's success can help you create magic for your customers.
by Dana Ray


Walt Disney World may be commonly referred to as "The Magic Kingdom," but the growth and power of Disney's empire don't come from waving a wand. Instead, the Disney success strategy includes such time-tested principles as walking the talk, paying attention to detail and listening to customers. To win more customers and keep the ones you have coming back for more, align your sales and service strategy with Disney's. These success keys from Tom Connellan's new book, Inside the Magic Kingdom, will show you how.
Success Key #1:
The competition is anyone the customer compares you to. In his book, Connellan explains that your competitors aren't limited to companies in the same business as yours. Any company that raises its customers' expectations is a competitor. If a customer gets rude or incompetent treatment at your company, then gets the VIP treatment at another company, your company will look that much worse.
"A salesperson, for example, has customers who call during the day," Connellan says. "Those same customers also call FedEx. Those same customers also go home and order something from L.L. Bean. Consciously or unconsciously, that customer compares every single one of those phone calls. What that means to today's sales rep is that if you want to compete in today's marketplace, you've got to be FedEx fast and Disney friendly." Even if you think you have an edge on the other companies in your industry, make it your goal to provide better value and better service than any company, anywhere.
Success Key #2:
Pay fantastic attention to detail. "When I get on a plane and the drop-down tray has coffee stains with little sugar granules stuck to them, I sort of worry about the engines. If they don't pay attention to the coffee thing, how about the engine thing?" Connellan argues that customers do the same thing. Any detail that isn't handled properly may make customers wonder what else isn't being handled properly. "Disney pays a fantastic amount of attention to detail," Connellan says. "For example, they have horse-head hitching posts lining Main Street, U.S.A. Every night they strip down the high-wear points on those posts and touch them up. They know when they have to start based on the temperature and humidity so the hitching posts are dry when you and I walk into the park in the morning."
Connellan says today's salesperson has to be just as careful about the details, because customers might not notice when you do take care of the details, but they definitely notice when you don't. Remember that no matter is too small to merit your attention — what might be insignificant to you might be a big deal to your customer.


Success Key #3:
Everyone walks the talk. Connellan maintains that companies succeed by putting their money where their mouth is. "I think that everybody in a company is part of the sales team. Everybody is part of the customer service team. People often tell me one of the things that stands out about the Magic Kingdom is its cleanliness. That's because they have 40,000 people on the custodial staff. When Michael Eisner walks down Main Street and sees a piece of trash, he bends over and picks it up and throws it in the trash can. That says more about whether or not cleanliness is important than any cute poster on the bulletin board or neat little payroll stuffer. He's walking the talk."
Connellan says sales managers can make sure their salespeople walk the talk by not doing things that fly in the face of what they say. You can't tell your team that customers write their paychecks, he says, then hang up a little poster in your office that shows salespeople doubled over laughing with the caption, "They want it when?!?" According to Connellan, "That little cartoon starts to send a conflicting message."
Success Key #4:
Everything walks the talk. Not only should a company's people walk the talk, Connellan says, but everything else about the company should also reflect a commitment to quality. For example, Disney doesn't just say that cleanliness is a top priority, they back it up with a centralized vacuum system for waste disposal and 65 trash dumping sites.
Connellan says that procedures, too, must put the customer first. "I was talking with a sales rep from a company that sells software systems," he says. "They license the software for $500,000 a year. That's a lot of money. Someone called in to get a procedure manual and was told that since they bought the software five years ago and were given one then, it would cost them $75 for a new one. I mean come on! We have to understand that it's not a $75 procedure manual we're arguing over, it's a $500,000 customer." Show your clients you want the best for them by using only the best materials in the products you offer, by equipping your salespeople to do their best and by implementing policies that are convenient for customers — not just your company.
Success Key #5:
The customer is best heard through many ears. Surveys can be a great source of feedback, Connellan says, but they shouldn't be the only source. "The individual who won't spend seven minutes filling out a form might spend twenty minutes explaining in great detail over the phone how you can do a better job," he argues. "If you want to capture the true voice of the customer, you've got to do it through multiple channels."
He also says that surveys may invite complacency. If you ask customers to rate your performance, and you think everything's great because 90 percent of them rate you as satisfactory or better, "you're just blowing smoke at yourself," Connellan says. "Satisfaction is a poor predictor of customer loyalty. Customer amazement and customer delight are better predictors. If somebody is merely satisfied, you risk losing them. On a scale of one to five, a customer who gives you a five will typically be five to six, maybe even seven times more loyal than somebody who gives you a four. That's a big difference in loyalty." Don't settle for satisfied customers — shoot for thrilled instead.
Success Key #6:
Reward, recognize and celebrate. To improve performance, you have to fix what's wrong, but you won't have a good relationship with others if you're telling them what they're doing wrong more than you're telling them what they're doing right. Connellan advises praising other people's performance three times for every one time you file a complaint. "Over a month's period of time, or a week, keep an average of about three positive comments to every negative one," he says. "When I've built up to three positives, it's very easy for me to call you up and say, 'John, you know the order you just sent out to the Jones Company, it had a big mistake on it.' You're going to accept that a lot better because I've let you know all the other times when you did it right." At Disney, supervisors and employees alike can nominate others for prizes like the Spirit of Disney award, and Mickey Mouse himself may help conduct the drawing for end-of-the-month awards.

Success Key #7:
Xvxryonx makxs a diffxrxncx. In his book, Connellan tells the story of a Disney tour guide named Mort who uses a card with the message "Xvxryonx makxs a diffxrxncx" to make a point about the important role everyone at Disney plays. The back of the card reads: "Somxtimxs I gxt to thinking that what I do doxsn't mattxr. But whxn I start thinking that way, I rxmxmbxr my old typxwritxr. Most of thx kxys workxd finx most of thx timx. But onx day, onx of thx kxys stoppxd working altogxthxr. And that rxally mxssxd xvxrything up. So whxn I'm txmptxd to say, 'I'm only onx pxrson, it won't makx much diffxrxncx if I don't do this quitx right,' I rxmxmbxr my old typxwritxr. And I say to mysxlf, 'I am a kxy pxrson and nxxdxd vxry much.'"
People often let their job performance suffer when the meaning of what they do isn't obvious. Connellan emphasizes that "everyone plays a role. Even the people who never see the customer play a role. So what we have to understand, and what we have to help everybody understand, is that whether they're working in the warehouse, or in billing or shipping, what they're doing affects the customer."
The Magic Kingdom's lasting popularity as a tourist attraction shows that its employees know how to give guests more than their money's worth. Time after time, Disney's success principles set a new standard of quality and service that salespeople would do well to emulate. Use the Magic Kingdom's keys to success, and odds are you won't need a fairy godmother to create your own Cinderella sales success story.