Winning Behavior: What the Smartest, Most Successful Companies Do Differently

“Winning Behavior” offers an insightful exploration of behavioral differentiation, a crucial aspect of business strategy. The authors’ extensive research and utilization of a myriad of real-world examples make the concepts accessible and relatable, significantly enhancing the book’s value. 

Bacon and Pugh hit their mark with great accuracy, correctly noting the convergence of goods and services in mature markets, which leads to commoditization. In this sense, “Winning Behavior” forms an important part of customer experience-focused discourse, taking a notable place among such vital works as  by J. Pine and J. Gilmore,  by S. Clatworthy, and others. 

Bacon and Pugh hit their mark with great accuracy, correctly noting the convergence of goods and services in mature markets, leading to commoditization. In this sense, “Winning Behavior” plays a crucial role in the discourse on customer experience, earning a notable place alongside essential works like “The Experience Economy” by J. Pine and J. Gilmore, “The Experience-Centric Organization” by S. Clatworthy, and others. 

The advice provided by the authors remains relevant today, as numerous successful companies wholeheartedly embrace the focus on customer experience.

While the authors’ proposed three-aspect model for implementation is an interesting concept, the book could have benefited from more specific, practical advice and guidance on how to implement each part of the model. As it stands, readers may be left wondering about the exact steps to execute and reinforce desired behaviors in their organizations. 

Moreover, some parts of the book focus too much on examples, leaving insufficient space for the actual methodology described and used. At times, it can be challenging to find concrete statements amid all these case studies, and the authors do not use the text structure effectively to share their most important thoughts and ideas.

Behavioral Differentiation is emerging as the “final frontier” in competitive strategy, and this book shows how leading companies use it to exceed expectations and outperform competitors. 

In an age where even the best products are quickly imitated, businesses must constantly find new ways to outpace competitors. Successful companies differentiate themselves not just with superior products, but also by how they behave toward their customers at every touchpoint: 

• service
• product development  
• marketing  
• branding  
• bids and proposals 
• presentations
• negotiations 
• and more

“Winning Behavior” offers case histories and examples from companies like GE, Volvo, EMC, Ritz-Carlton, Wal-Mart, and Harley-Davidson, plus interviews with executives like George Zimmer (Men’s Wearhouse), Colleen Barrett (Southwest Airlines), and Gerry Roche (Heidrick & Struggles). In today’s ultracompetitive business landscape, product quality and competitive pricing are prerequisites for staying afloat. This eye-opening book reveals the secrets the best companies use — and any business can use — to stay at the pinnacle of success in their industry. 

“Winning Behavior” would be a valuable read for business leaders, managers, HR professionals, and anyone interested in corporate strategy. It offers a unique perspective on differentiation and competitive advantage, encouraging readers to examine their own organizational behaviors and consider how these might be leveraged for success. 

For more insights into business strategy and organizational behavior with a focus on customer experience, readers might consider exploring  “Good to Great” (Senteo review) by J. Collins. Additionally, those interested in leadership, mission, and their impact on behavior might find value in “Start with Why” (Senteo review) by S. Sinek.