- Taschenbuch: 256 Seiten
- Verlag: Adams Media (1. November 2007)
- Sprache: Englisch
- ISBN-10: 1598694685
- ISBN-13: 978-1598694680
- Größe und/oder Gewicht: 17,8 x 12,9 x 1,7 cm
- Amazon Bestseller-Rang: Nr. 1.384.825 in Englische Bücher (Siehe Top 100 in Englische Bücher)
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Kurzbeschreibung
Although more products and services are available than ever before, companies are still sending out the wrong message by giving their customers boring, apathetic, impatient, and uninspired service, when an organisation's commercial success is incumbent upon making customers feel valued."Customer Loyalty Guaranteed" shows leaders at all levels how to awaken the "spirit to serve" in every employee. It includes the seven customer service personalities that build unbreakable customer loyalty and practices for maintaining remarkable service over the long-term.Customer service gurus Chip Bell and John Patterson provide fresh concepts on how organisations must deal with today's "new" customer, and show companies how to infuse their organisations with passion that customers will connect to.
Synopsis
Although more products and services are available than ever before, companies are still sending out the wrong message by giving their customers boring, apathetic, impatient, and uninspired service, when an organisation's commercial success is incumbent upon making customers feel valued."Customer Loyalty Guaranteed" shows leaders at all levels how to awaken the "spirit to serve" in every employee. It includes the seven customer service personalities that build unbreakable customer loyalty and practices for maintaining remarkable service over the long-term.Customer service gurus Chip Bell and John Patterson provide fresh concepts on how organisations must deal with today's "new" customer, and show companies how to infuse their organisations with passion that customers will connect to.
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Buchdeckel | Copyright | Inhaltsverzeichnis | Auszug | Stichwortverzeichnis | Rückseite
Buchdeckel | Copyright | Inhaltsverzeichnis | Auszug | Stichwortverzeichnis | Rückseite
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Great little book
24. Juli 2008
Format:Taschenbuch
Great little book - a true pocket book that you can carry around while you savour the great ideas and clear simple examples given.
Pearls of wisdom that I gleaned:
* Measures of satisfaction are not equal to predictors of return visits nor of customer loyalty
* There are many types of customer heroes,; how do you recognize, support and guide them?
* How does a leader treat the workers . Ie. in construction how does he treat carpenters and operators?
* What happens with a error? A rebuke or an opportunity to learn?
* No ...buts. You did an amazing job , but
* What do you want to be famous for?
* The dash boarding ideas in Chap 19.
I suggest this is a good leadership and hr book. Lots to learn from it and it gives you how tos not do nots.
Pearls of wisdom that I gleaned:
* Measures of satisfaction are not equal to predictors of return visits nor of customer loyalty
* There are many types of customer heroes,; how do you recognize, support and guide them?
* How does a leader treat the workers . Ie. in construction how does he treat carpenters and operators?
* What happens with a error? A rebuke or an opportunity to learn?
* No ...buts. You did an amazing job , but
* What do you want to be famous for?
* The dash boarding ideas in Chap 19.
I suggest this is a good leadership and hr book. Lots to learn from it and it gives you how tos not do nots.
Remarkable Customer Service Is a No Brainer
23. Januar 2010
Format:Taschenbuch
The purpose of business is simply to attract and maintain loyal customers who continue to through their actions to bring sales through the door. In this book, authors Chip R. Bell and John R. Patterson examine customer service through essentially the perspective of leadership.
This book is divided into 3 separate sections:
1. Create
2. Lead
3. Sustain
The conclusion of this book is very succinct and sums up the essence of customer loyalty guaranteed by this statement: Treat customers as a neighbor; not as a consumer.
Within this book are some very practical ideas that any organization who desires to be The Red Jacket in a sea of gray suits whether they are the one person single office home office to the thousand plus enterprise can quickly implement. The bibliography has some additional great resources and there is a quick index for those readers who are seeking specific knowledge respective to one key area. Overall a fairly quick and easy read with at least one gem no matter how long you have been in business.
This book is divided into 3 separate sections:
1. Create
2. Lead
3. Sustain
The conclusion of this book is very succinct and sums up the essence of customer loyalty guaranteed by this statement: Treat customers as a neighbor; not as a consumer.
Within this book are some very practical ideas that any organization who desires to be The Red Jacket in a sea of gray suits whether they are the one person single office home office to the thousand plus enterprise can quickly implement. The bibliography has some additional great resources and there is a quick index for those readers who are seeking specific knowledge respective to one key area. Overall a fairly quick and easy read with at least one gem no matter how long you have been in business.
Right on the mark!
30. November 2007
Format:Taschenbuch
Dr. Bell and John Patterson provide an easy read with powerful insight. If you know you want to provide great customer service but can't seem to get your arms around how, this is a great book to understand what the role models look like and how to inspire it when necessary. I filled the margins with lots of notes as it made for great brainstorming.
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