Broken Windows, Broken Business: How the Smallest Remedies Reap the Biggest Rewards（破窗破业）

This vital, seminal work by Michael Levine proves that businesses get in trouble when they neglect small problems. If a window in a building is broken and left unrepaired, soon all the windows will be shattered, creating a perception of chaos. The same principle applies to business. Attention to detail demonstrates corporate competence--and that the company cares about the consumer.
Broken windows--and peeling paint, worn carpets, and dirty restrooms--signal that the business doesn't care. Drawing on real-world examples, from JetBlue's decision to give fliers what they really want to Google's customer-based strategy for breaking out of the pack of Internet search engines, Levine shows how con-stant vigilance to the tiny details can make or break a business or a brand.
With practical tips and advice for all types of businesses, this compelling, breakthrough book in management theory will help countless companies stay ahead of their competition.

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A wise and practical book that helps business managers achieve ultimate success by identifying and rectifying the small problemsthe broken windowsthat can and will sink your business. Social psychologists and law enforcement officials agree: If a window in a building is broken and left in its ruined state, the rest of the windows will soon be shattered, and the neighborhood will subsequently go downhill. According to business author Michael Levine, this same notion can be applied to the world of business. In BROKEN WINDOWS, BROKEN BUSINESS, Levine guides readers through his premise that all big dilemmas in business stem from lack of attention to small details. Using dozens of corporate broken window case studies, including McDonalds, K-Mart, Google, JetBlue, and more, he argues that by integrating the solutions to small problems into a much larger plan, the resulting combined solution can stimulate overall business growthand keep customers coming back for more. --This text refers to the Hardcover edition.

Introduction
One　Broken Windows in Business
Two　Can McDonald's Be Saved?
Three　Obsession and Compulsion
Four　How the MighW Have Fallen
Five　Expectation vs. RealiW
Six　 Branding and Broken Windows
Seven　The Employee as Broken Window
Etgbt　Why Krispy Kreme Is Better Than Dunkin' Donuts (and Vice Versa)
Nine　Fly the What Skies?
Ten　Doing It Right
Eleven　Do You Google?
Twelve　Broken Wires: Broken Windows on the Net
Thirteen The Public, Watchdog
Fourteen The Ultimate Broken Window
Fifteen　What a Difference a Pianist Makes
Sixteen　Broken Windows, No Building
Seventeen What's in It for... You?
The Broken Windows for Business Pledge
Index