success - Turbo Coach, achieve breakthroughs - Brian Tracy

Index
205
contacts, leveraging of other people’s,
97
core competencies, 8
core systems, 113–114, see also specific
business systems, e.g., sales
corporate strategic planning, 6–7
Correspondence, Law of, 10
costs
of advertising, 159
of customer acquisition, 141
opportunity, 103, 104
of selling, 126
see also profitability
courage, 49
Cours d’economie politique (Vilfredo
Pareto), 68
credibility, leveraging of other people’s,
97
credit rating, 95
critical constraints, 39, 41–44
and achievement of goals, 41–43
application exercise for dealing with,
43–44
internal vs. external, 43
and Theory of Constraints, 42
Cronkite, Walter, on success, 33
customer profiles, 158
customers, 27, 29–32
acquisition costs of, 141
application exercise for identifying,
31–32
asking for referrals from, 146–149
defining business in terms related to,
16
dissatisfied, 142, 145, 146
and 80–20 Rule, 68
external, 29–30
high-value vs. low-value, 30–31
ideal, 158
importance of, 30
internal, 29
managing perceptions of, 167
profitability of, 125, 187, 189–190
zero-based thinking about, 76
customer satisfaction, 129, 131–137
at the amazing-your-customers level,
135–137
application exercise for analyzing,
137
as critical determinant of success,
131
customer service as key to, 143–145
at the delighting-your-customers
level, 134–135
at the exceeding-expectations level,
133–134
as focal point of success, 30
and future referrals, 142–143
levels of, 132
at the meeting-expectations level,
132–133
and requests for referrals, 148–149
customer service, 143–145
cycles, see Sigmoid Curve
daily activities
hourly rate for, 70–71
identifying, 10
written list of, 58
Day, Alvin, on fighting to win, 185
deadlines
for accomplishing high-value tasks,
61
for completion of delegated tasks,
85–86
decision making, questions for focusing,
15–16
Decline Phase (Sigmoid Curve), 48–50
defining business/career, 13, 15–19
application exercise for, 18–19
future, 17–18
key questions for, 15–16
present, 16–17
defining products, 157
delegation, see effective delegation
delighting your customers, 134–135
de Mille, Agnes, on important life decisions,
63
Descartes, René, on using your mind,
115
direct mail campaigns, 160
dissatisfied customers, 142, 145, 146
distinctiveness, law of, 181
distractions, productivity and, 58