Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts

Delivering Happiness: A Path to Profits, Passion, and Purpose Review

Delivering Happiness: A Path to Profits, Passion, and Purpose
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There has been quite a crop of customer service related books recently, as well as the classics in the field. They each have their own angle, and I'm going to use this brief review as a chance to summarize where Delivering Happiness falls in this group as well as how to complement it with a couple of other books with different approaches that make for a very well-rounded outlook in tandem.
As far as [[Delivering Happiness: A Path to Profits, Passion, and Purpose:]]
I was privileged to get a galley of this much-anticipated title. It's the story of an entrepreneur and the different paths he took (or twists in the one path, depending on how you look at it). A fascinating story, and not just because of the bezillion dollars he got selling the company to amazon. (And: how can you not like a guy who calls his warehouse WHISKY (WareHouse Inventory and Supply in Kentucky -- Page 118)? Heavy emphasis on his pursuit of happiness for himself and his staff -- very admirable and inspiring.
If you're looking to directly transform your customer service/customer experience, you may want to add to Tony's inspiring autobiography some directly actionable books to help you turn his ideas into techniques you can put into practice right away -- and that are highly consonant with Tony's pro-employee, pro-customer, outlook -- I suggest two books --one a classic, one that's new this Spring -- that can take care of this for you.
1. Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
This, like Tony Hsieh's book, is a new title this Spring. Practical, useful insights from the insiders who created high-tech startups and The Ritz-Carlton. Contains specific prescriptions for how to handle many different customer situations like they're handled at the companies profiled inside (incl: Zappos, Ritz-Carlton, Netflix, Charlie Trotter's, Lexus,), appendices with scripts you can use right away, etc.
2. [[Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer]]
This is an older title, and a classic: how a texas cadillac dealer, of all people, mastered great customer service. Extremely simple, but never simplistic. Has inspired many business leaders since it was written. Many pages have usable, actionable insights. If you don't have this in your library (and in your psyche) yet, why not? You can probably grab it used for next to nothing, and the wisdom is timeless enough that you hardly need the "latest revised edition" if you need to save a few dollars.


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"I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad Review

I Love You More Than My Dog: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad
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This is a one-of-a-kind book who's title "I Love You More Than My Dog" tells you how to create emotional bonds for life with your customers...the type of faithful relationships dog lovers have with their dogs. The 5 decisions Jeanne discusses that drive extreme, 'for life' customer loyalty in good times and bad are right on. The book provides every day tools that you can use to understand how you make decisions -- not only for your business, but for you personally - to become a beloved company with devoted customers.
Jeanne's book builds on her equally strong first book, "Chief Customer Officer", which provides specific methodologies for building customer centric organizations. Her new book builds on her already strong credibility as a customer zealot and provides real life examples of companies that demonstrate the 5 decisions every day, and have the business results to prove it.
"I Love You More Than My Dog" is a must read for anyone who wants to understand and act on the difference between having customers 'like' you and really 'love you' for life. More than your dog.
I'd give it 10 stars if I could.
Karyn F. Seattle, Washington


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The Pursuit of Wow Every Person's Guide to Topsy-Turvy Times Review

The Pursuit of Wow Every Person's Guide to Topsy-Turvy Times
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Here's Tom Peters' advice: hire "zany" people who don't know how to dress professionally (because they have a lot of energy); throw out every idea, concept, and system that has ever WORKED for your firm (because you don't want to grow stale); and forget any and all conventional measures of success (because they're wrong, and Tom Peters is right). We are not in business to make money or even to provide a great product/service --we're in business to be different at all costs (proof: Peters pooh-pooh's McDonald's as "McOrdinary's"). Although some of his ideas might prove useful to some readers, I found myself increasingly annoyed with Peters' own infatuation with himself ("aren't I crazy? aren't I just rocking your world?"). His tone conveys the sense that he'll say anything to be shocking--hardly a good motivation for writing a business book.

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Passion at Work: How to Find Work You Love and Live the Time of Your Life (paperback) Review

Passion at Work: How to Find Work You Love and Live the Time of Your Life (paperback)
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Passion and rage are among the most powerful of human emotions and each is obviously capable of producing extraordinary results, either positive or negative. The happiest people tend to be those who are passionate about both how they earn a living and the quality of life their efforts provide. Conversely, the unhappiest people are those who continuously rage against real (or imagined) grievances in any or even in all of the areas of their lives. In this book, Lawler Kang addresses these and other issues. Specifically, he suggests answers to questions such as these:
1. When am I and/or when have I been I happiest? Why?
2. Doing what?
3. Not doing what?
4. With whom am I and/or with whom have I been happiest? Why?
One of the greatest benefits of this book (and there are several) is the assistance Kang provides so that his reader can measure the gap between where she or he is now, and, where she or he would much prefer to be. He then provides sound, practical counsel on how to close that gap.
At this point, I presume to suggest (and presumably Kang agrees) that many of our wounds are self-imposed, that in our daily struggles to achieve whatever desirable objectives we may have, Pogo was right: "We have met the enemy and he is us." Hence the importance of taking full responsibility for the consequences of our decisions, both past and recent, so that we can then make better decisions henceforward.
Kang carefully organizes his material within seven chapters. Throughout the narrative, he inserts appropriate real-world examples of his key points. I appreciate the fact that, unlike so many other authors of books which address many of the same issues, Kang resists the temptation to be a sophist or evangelist. He correctly realizes that people can sometimes be inspired by others (who are by nature passionate) but only they can motivate themselves. At one point Kang observes, "The most important source of competitive advantage in the twenty-first century will come from individuals and organizations that unleash the power of passion." Quite true, but it should be added that -- more often than not -- individuals and organizations which find themselves at a disadvantage are those which compete against themselves. This is especially true of many of those involved in sales: They are preoccupied with reasons why a prospect could be resistant and are, therefore, reluctant to ask for an order. In effect, they sell against themselves. Of course, there are others (not only ) in sales who seem convinced that "enthusiasm" can compensate for insufficient understanding of a prospect's needs and interests. They demonstrate passion without competence and, on occasion, passion without integrity.
Throughout his book, Kang leaves absolutely no doubt whatsoever that what he recommends must be guided and informed by three "priorities": Passion, of course, but also proficiencies and principles. He insists that two other "priorities" must also be served: a plan which accommodates both one's organization and one's personal life, and, various means by which to verify and validate (i.e. prove) the appropriateness and effectiveness of that plan. These last two "Priorities" (plan and proof) are discussed with rigor and eloquence in Chapter 10. This chapter, all by itself, is worth far more than the cost of the book but should not be read until after the previous nine.
In the next chapter, Kang responds to a question many readers will pose after absorbing and digesting the material provided to that point: "Now what?" Let's assume that his reader is determined to begin a new (albeit perilous) "journey" to achieve career and personal goals once assumed to be unattainable. Much of the preparation has by now been completed but Kang correctly alerts his reader to the fact that several "canyons" await and one's "journey" through and beyond them can be completed only if unnecessary "baggage" is cast aside along with any guilt associated with it. Kang: "Make friends with your past." Only closure can release the emotional energy needed to continue. Next, the canyon of finances. Kang offers several suggestions as to how to "make friends with your future." That is, financial as well as emotional "baggage" must be eliminated. "The thought of working your passion, however you define it, without having [BOTH] a tactical [AND] a financial plan in place is simply unthinkable." With regard to third and last "terrifying, dimly lit, and dust-ridden corridor called `The Unknown,'" having a sufficient and sustainable commitment to completing the journey is absolutely essential. I suspect (only a suspicion) that, for most people, this last "canyon" is the most difficult.
As I read the final chapter "Looking for Your Life's Work," I was reminded of the marathons in Boston and New York which also require rigorous and extensive preparation, both psychological and physical. Hopes are high as the race begins. As it proceeds over time, most participants drop back and some drop out, exhausted and discouraged. Those who complete the course may feel exhaustion but also a sense of achievement, whatever their final standing. Another marathon awaits. In so many respects, our lives consist of a sequence of cycles as does marathon competition. Kang seems to be suggesting that getting through the three "canyons" and then locating one's life work is indeed admirable but by no means the end of the "journey." New "baggage" will be acquired which must eventually be discarded; new financial issues will emerge which must be resolved; and we will encounter new "canyons," hence the importance of passionate and thorough preparation as well as passionate and total commitment to proceed through each of them.
As Kang concludes his book, he shares a Japanese saying, shoga nai, which literally means "There is no other way." As he explains, it is usually uttered with the guttural seriousness of a Samurai warrior and the existentialism of a kamikaze pilot. By now Kang has stressed the importance of sharp focus, strategic timing, constant iteration of core principles, "and most importantly, patience. There are no shortcuts to anywhere worth going. It is this undercurrent of patience to which you must fundamentally commit as you start edging closer to living in the prime of your life." To those about to begin this journey, I join Kang in wishing them bon voyage!
I also highly recommend Michael Ray's The Highest Goal, Jim O'Toole's Creating the Good Life, and David Whyte's The Heart Aroused.

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World-renowned speaker and executive Lawler Kang will show how to build a careerone can be madly passionate about and create, actualize, and monetize a niche only you can dominate! Kang draws on the profound human stories of those who havefollowed their passions to achieve great things and live on their own terms. He then presents a unique Process of the Five PsTM: a start-to-finish blueprint for realizing your dreams, one step at a time. Learn how to discover passions, proficiencies, and priorities. Redefine success. Create realistic plans, complete with milestones and investments.

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The Expert's Edge: Become the Go-To Authority People Turn to Every Time Review

The Expert's Edge: Become the Go-To Authority People Turn to Every Time
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There is an old expression that says that knowledge is power. Yet, if no one knows you have the knowledge, does it matter? Ken Lizotte, with his concept of being a thought leader, helps experts create market visibility that they could never achieve on their own. He also helps experts come out of the shadows and into the limelight. Having knowledge is one thing. Being recognized as an expert is another. The knowledgeable starve while the thoughtleaders thrive!
- Lee Salz, author of Soar Despite Your Dodo Sales Manager

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You've seen them everywhere-on the covers of books and magazines, quoted in newspaper articles, interviewed on the radio and TV. They are the "thoughtleaders," the high-profile professionals who rise above everyone else in their field to become the go-to experts in all forms of media.

Sound bite needed for what's happening in real estate? Call Donald Trump. Personal finance questions? Get Suze Orman!

What about you? Who seeks you out for opinions for trends in your specialty?Are you merely an expert in your field or are you the expert?Do you dream of attaining higher levels of business fame and fortune? Is there a way to make that happen?

The answer is Yes-if you've got The Expert's Edge.

An action-ready program of proven success strategies, this easy-to-follow game plan can turn any level of entrepreneur into the must-have expert that prospects and media seek out before all others.You raise your profile, expand demand for your services, and increase your profits. Just follow the "Five Pillars of Thoughtleading":

1. Publish articles and books

2. Speak regularly to groups and companies

3. Inspire with "fresh" thinking

4. Attract ongoing media attention

5. Leverage the Internet creatively

Used together, these Five Pillars offer an unbeatable strategy for positioning your business as the only one to call.Prospects and clients will think only of you when your service or product is needed. Your competitors are left struggling to catch up.

No matter what you do-entrepreneur, intrapreneur, consultant, manager or specialist-The Expert's Edge will elevate you to an enviable status as the go-to-authority in your field.


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One Thousand Ways to Make $1000 (Practical Suggestions, Based on Actual Experience, for Starting a Business of Your Own and Making Money in Your Spare Time) Review

One Thousand Ways to Make $1000 (Practical Suggestions, Based on Actual Experience, for Starting a Business of Your Own and Making Money in Your Spare Time)
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I got this book after I read about it in a Vanity Fair profile of Warren Buffet. It details how many people made a thousand dollars in the 1920s and 30's (about 40-50ks in today's purchasing power). Back then, you could do things like buy a potato chip making machine, bag them in your basement, and sell them to restaurants.
Today, of course, you are expected to file for an LLC (perhaps with a DBA), apply for food handling permits, get WC insurance, get tax ID numbers for federal and state taxes, get a liability bond, withold taxes for any employees, etcetera, all before you can sell your first potato chip. Madness! This is why we were a powerhouse then, and why we are doomed now.

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First published in 1936, One Thousand Ways to Make$1000 is the long out-of-print book that Warren Buffett'sbiographers credit with shaping the legendaryinvestor's business acumen and giving him his trademarkappreciation of compound interest. After pulling a copy of OneThousand Ways off a library shelf at age eleven and devouringF.C. Minaker's plucky and practical business advice, Buffettdeclared that he would be a millionaire by the time he was 35.Written in the immediate, conversational style of Dale Carnegie'sHow to Win Friends and Influence People, this book is fullof inventive ideas on how to make money through excellentsalesmanship, hard work, and resourcefulness. While some ofthe ideas may seem quaint today-goat dairying, manufacturingmotor-driven chairs, and renting out billiard tables to localestablishments are among the money-making ideas presented-the underlying fundamentals of business explained in thesepages remain as solid as they were over seventy years ago.Covering a wide spectrum of topics including investing, marketing,merchandising, sales, customer relations, and raisingmoney for charity, One Thousand Ways to Make $1000 is botha durable, classic business book and a fascinating portrait ofdetermined entrepreneurship in Depression-era America.Every effort has been made to reproduce the content exactly asit was originally presented.

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Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World Review

Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World
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Credibility is the lifeblood of an organization, and Pete Blackshaw's six drivers of credibility should be indelibly etched onto the reverse of every CEO's business card. They are the essentials of brand and corporate trustworthiness and they are the foundation for Pete's new book, "Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000"--absolute must reading for every one of those CEOs, every front-line/online company spokesperson and, for that matter, anyone within an organization that truly cares about nurturing perhaps the most valuable yet often elusive organizational asset.

Public affairs professionals will want to keep a copy within easy reach. (Mine now sits in front of my "Roget's Thesaurus.") Customer Relations and Consumer Affairs personnel should read it at once, then again, and--likewise--keep this easy to digest textbook at the ready as you go about talking to, emailing or--more likely--instant messaging internet-savvy customers and consumers.
Pete Blackshaw writes with the common sense clarity of a consumer, yet as readers we benefit from his well-honed expertise in social media and interactive marketing as well as his own well-earned credibility in the vast and potent online marketplace. Pete has written a fine and timely how-to-book on the art of relationship building in a business world being powerfully influenced by consumer-generated media.


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Your Company Sucks: It's Time to Declare War on Yourself Review

Your Company Sucks: It's Time to Declare War on Yourself
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No one wants to suck. I guess that's what compelled me to purchase this self-help book. Mark Stevens perfectly captures what it means to be a poor business leader but he also makes you think about how you lead your own life and question whether or not you suck. I highly recommend this book to people interested in avoiding jumping on the suck train.


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It's every businessperson's nightmare: his or her company is failing, dysfunctional, stuck in neutral, and/or is disappointing overall, from the finances to the customer feedback. Put bluntly-but candidly-the company sucks. That's the bad news. The good news is that it doesn't have to be that way. Every business can rebound from its lows, regain its momentum, thrill its customers, and be the source of pride and profits its owners and shareholders seek. This U-turn must begin with you, the owner or senior manager, declaring war on yourself. You must face the fact that the malaise the business suffers from is ultimately your responsibility and your doing, and even more important,that it will not be rectified unless you take the lead. Face the hard truth. Take the difficult actions. Demonstrate determination, creativity and resolve. This insightful book makes three points clear:1. The key to long term business success is for the leader to declare war on him/herself so that the company never rests on its laurels.2. Only four factors lead to business failure/decline/lack of growth/dysfunctionality. Identifying and addressing these plagues is the focus of the war.3. Customer satisfaction is a curse in disguise. The overwhelming need is to thrill your customers/clients.Your Company Sucks pulls back the curtain on business performance to reveal the four reasons businesses decline. It identifies your company's red flags, and provides a powerful and innovative methodology to transition from failure to flourish. It's not too late to turn your company around-- go from sucking to soaring!

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How to Talk to Customers: Create a Great Impression Every Time with MAGIC Review

How to Talk to Customers: Create a Great Impression Every Time with MAGIC
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I'm familiar with the customer skills training program that this book is based on (MAGIC). Extraordinary! I've seen unbelieveable results when people apply the principles taught here in real life customer situations.
But if you dont have access to their MAGIC training, this book is a good back-up plan. All the info they hit in the training is here--you just have to be more self-motivated to study it and apply it without the benefit of any coaching or feedback. Nevertheless, the book is laid out in an easy to read. The topics flow naturally one into the next. You can imagine a customer interaction playing out as you make your way through the chapters. The book is chock full of examples as well as charts, graphs and checklists that make the points effectively.
One caution: dont expect to read this through some evening and then start applying it. I recommend you approach it more like a workboook...read a bit, put it down, try what you just learned (see the results!) and then pick it back up again.
Interestingly enough, I also use these principles when I'M the customer and others around me are amazed at the much-better-than-expected results i get when i complain or make requests! Thanks!

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Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their MAGIC customer service training program. MAGIC, which stands for Make A Great Impression on the Customer, can help anyone become the type of communicator that makes their customers feel special.
For more on this book, visit www.howtotalktocustomers.com

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Customers for Life: How to Turn That One-Time Buyer Into a Lifetime Customer Review

Customers for Life: How to Turn That One-Time Buyer Into a Lifetime Customer
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None of the ideas in this book are ground breaking, but the author does a great job of explaining how they translate into loyal customers for your business. There is no abstract psychological babbling lots of similar books have. The author clearly shows the reader what his points are, then uses case studies from both his business and others to reinforce the concepts.
Every business owner should have this book, and I'd recommend buying copies for all the employees as well. It will pay off in the long run.

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In this completely revised and updated edition of the customer service classic (more than 600,000 copies sold), Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking "Ten Commandments of Customer Service" apply to today's world.Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His "Ten Commandants" provide the essential guidelines, including:• Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge• No complaints? Something's wrong: If you never ask your customers what else they want, how are you going to give it to them?• Measure everything: Telling your employees to do their best won't work if you don't know how they can improve• Borrow, borrow, borrow: Sewell, for example, learned about hospitality from Japanese culture, cleanliness from Disney, and politeness from his mother.

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Lists That Saved My Business: From the Best Selling Author of "Lists That Saved My Life" Review

Lists That Saved My Business: From the Best Selling Author of Lists That Saved My Life
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I have just about read the entire book, skimming from chapter to chapter, and wanted to say wow. The ideas are in bite sized pieces and the book reads fast. I will be changing my business card processing after networking events. Ping and purge. What I like the most is the emphasis on building relationships with people. It's natural for me to do so sometimes I do not utilize the entire value of that innate skill. And once I begin a business relationship what the hay do I do with it? The book handles that in so many ways. I'm thinking I can be more effective with this book's advice, so I have to give it a five star rating. I bought my books through Amazon at a book signing and have my autographed copy as well, so I can say that I know that Eric and Angel live what they have written. I wish them more future success. When the other books arrive they will be gifts to give.

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You have checklists to get things done.You have checklists to keep appointments.You have checklists to remind you of important dates.You HAVE "Lists That Saved My Life"...But do you have checklists to save your business?Lists That Saved My Business is the compelling story of Angel Tuccy and Eric Reamer and how they found success for their company, Experience Pros, LLC.Angel and Eric will help you create a revolution in the way people treat people in business, starting today... with the customers you already have!- Eliminate cold-calls- Drive more people to your sales process- Increase customer retentionLists That Saved My Business is the perfect tool for business owners, sales managers and marketing experts.You'll find yourself referring back to this book again and again.

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How to Be a Fierce Competitor: What Winning Companies and Great Managers Do in Tough Times Review

How to Be a Fierce Competitor: What Winning Companies and Great Managers Do in Tough Times
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Apparently Jeffrey Fox agrees with Susan Scott (author of Fierce Conversations and then Fierce Leadership) that the word "fierce" has positive as well as negative synonyms, such as robust, intense, strong, powerful, passionate, eager, unbridled, uncurbed, and untamed. It is important to add that, for both Scott and Fox, fierce competitors are highly-principled, play by the rules, welcome challenges, follow what Bill George characterizes as their "True North," embrace opportunities, and consider it a privilege to serve those entrusted to their care, especially customers. According to Fox, fierce organizations are defined by key people - at all levels and in all areas -- who enable their companies to compete fiercely but with principles for sales, profits, market share, and especially talent at a time when competition for them is greater than ever before.
Here are mosaics of brief excerpts to suggest the thrust of Fox's crisp thinking and the flavor of his lively writing style.
On Competitive Companies: "These companies are ethical, honest, compliant with regulations, and model citizens. They are sometimes feared and always watched by their competitors. They are loved by their customers. They are easy to do business with, but they never take it easy...The savvy, smart, well-led companies see bad times as a good time to gain market share, to out-fox the competition...aggressively pursue underserved customers, market to brand-indifferent customers and work mightily to make them brand-loyal, go after other companies' dissatisfied, angry customers, buy under-priced hard assets, build capacity, hire newly available human talent, and acquire product licenses, anxious good suppliers, undermarketed products, new wholesalers and distributors, and core relevant acquisitions."
It is no coincidence that most of the companies that are annually ranked by Fortune magazine among the most admired and best to work for are also among those annually ranked by Fortune among those most profitable and having the greatest cap value.
In several of his previously published books (notably How to Become a Rainmaker and Secrets of Great Rainmakers), Fox duly acknowledges the nature and extent of difficulty that aspiring rainmakers experience when attempting to end a "drought" of sales and profits. Those who aspire to become fierce competitors encounter comparable difficulty. Hence the relevance of Dempsey's observation.
However, Fox, observes, more than courage is required. Those who aspire to be Fierce Competitors must never let anyone else outwork them. "It is noteworthy that he or she who is in the proverbial `right place at the right time' is the hardest worker." They also believe that everyone is a possible customer. "Don't be biased against a possible customer by the way they talk, what they wear, or where they live." Here in Texas, many people "wear a big hat but have no "cattle." Fierce Competitors work hard and smart to know who are the "cattle owners." Then they make the sale and get the business. "Figure out how and when to deliver later. Getting the sale is the hard part." And finally, Fierce Competitors "always answer the phone" whenever it rings and are then well-prepared to provide the information requested or the solution needed.
Fox also has much of great value to say about those who lead Fierce Competitor companies (Pages 9-12, 30, 36, and 44) and also about those who tend to be underappreciated, if appreciated at all: "The `third shift' is a metaphor for those people and those groups of people who toil in relative anonymity in the organization. They may be the workers on the night shift; the scientists in distant labs, behind locked doors. Working on the next breakthroughs; the customer service people dealing with problems and one irate customer after another; the field repair people fixing critical customer machinery on a weekend or holiday; the caregivers that empty bed pans. These people may not be omnipresent, but they are critical to the continuing success of the company. Great managers recognize such people, give them credit, give sincere thank-yous." Whatever the size and nature of an organization may be, it will never have enough people who are not only willing and able but also eager to go "the extra mile" to do whatever must be done...and done right.
As indicated earlier, with all due respect to Fox's previously published books, I think this one is his best, his most important...thus far. I cannot think of a better gift to give to those who will soon graduate from schools, colleges, and universities as well as to those who have only recently embarked upon a career. In fact, I highly recommend this book to all others who share Jeffrey Fox's compelling faith in the power of passionate and principled competition. As his riveting narrative clearly indicates, the most valuable "business principles" are also the most valuable "life principles."

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Superior Customer Service: How to Keep Customers Racing Back to Your Business--Time Tested Examples from Leading Companies Review

Superior Customer Service: How to Keep Customers Racing Back to Your Business--Time Tested Examples from Leading Companies
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Author Dan Blacharski has done it well. He's written a book about one facet of business that has not been dealt with much recently, despite its critical importance to business success. Blacharski discusses all aspects of customer service for both web-based and conventional businesses, and he defines guidelines for establishing a business whose employees have the "customer service mindset" that, undoubtedly, leads to increased sales and profitability.
This book is chock full of advice and specific steps and procedures to follow to create a customer service-oriented environment that will set a business apart from the competition. It is an excellent treatment of the subject and will be invaluable to business owners, customer service managers and personnel, and sales personnel.
When you pick up this book, jump right to "The Ten Commandments of Customer Service for Managers" and "The Ten Commandments of Customer Service for Employees" (pages 252-254), read them, and then start at the beginning.

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This new book details how to care for customers and how to make superior service happen, and keep customers coming back to your store or Web site. You will learn practical and innovative tips and tricks that are easy to implement. These concepts and skills can be applied immediately. This book is a ready- made, in-house training workshop and step-by-step manual for creating superior customer service in an ever-competitive business environment. Learn from successful companies what works and what doesn't to help keep customers racing back to your business.

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Up the Loyalty Ladder: Turning Sometime Customers into Full-Time Advocates of Your Business Review

Up the Loyalty Ladder: Turning Sometime Customers into Full-Time Advocates of Your Business
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This book has it all for the small all the way up to the biggest of companies. This book tells you how to take a person who is just a possible customer, and make that person not just a customer but someone who will sing the praises of your business, and according to the authors, that is what will make your business a big success. Lots of great stories of companies that put their (the authors) model into effect. If only all companies would buy and read this book and then put to practice it's advice. If you are like so many business owners today that STILL don't know that the customer is the key, please read this book and drink of it's wisdom. You and the rest of America and the world will be a better and friendlier place!

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