The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World (Google eBook)

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McGraw Hill Professional, Aug 27, 2008 - Business & Economics - 352 pages
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Whether you run your own company or work for a large corporation, establishing customer loyalty is a prerequisite for business growth. In The Customer Rules, C. Britt Beemer, a leading consumer research and marketing consultant, and bestselling business author Robert Shook offer practical advice on how to build a robust company culture based on the concept of unsurpassed customer-service designed to increase your market share.

A combination of extensive market research unprecedented in scope, as well as close studies of fourteen companies that excel in the area of customer service, The Customer Rules distills profitable lessons on how to achieve strong customer loyalty. Referencing specific research findings, Beemer and Shook examine the obstacles that too often distract a company's focus from its most important task--providing preeminent service and creating a unique customer experience. The authors then supply fourteen workable solutions to ensure the return of customers time and time again, including:

  • Instill the importance of customer service in every employee
  • Use a “small-town” approach to meeting customers' needs no matter how big your company is
  • Develop a unique identity your customers will seek out
  • Maintain a focus on the customer before, during, and after the sale

Success in retail, service, manufacturing, or any other business always boils down to the customer experience. Beemer and Shook use in-depth interviews with high-level managers from such companies as Chubb, NetJets, Edward Jones, Lexus, Johnson & Johnson, and Four Seasons Hotels to illustrate the best ways for creating exceptional customer service. The Customer Rules gives you the tools you'll need to become the undisputed leader in your industry.

  

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Review: The Customer Rules: The 14 Indespensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World

User Review  - Natalie - Goodreads

p.14 Read full review

Review: The Customer Rules: The 14 Indespensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World

User Review  - Michael - Goodreads

Best book I have read on Customer Service. Great examples and challenges for any company. Read full review

Contents

1 Everyones Job
1
2 Sell Your Employees First
19
3 The Company Culture
43
4 Being Big Thinking Small
73
5 The Total Customer ExperienceBefore During and After the Sale
95
6 The Personal Touch
119
7 Its about Time
145
8 Why Selling a Service Differs from Selling a Product
169
10 Multiple Tiers of Customers
203
11 Satisfy Main Street First Then Wall Street
221
12 The Power of a Strong Brand
233
13 The Value of a Customer
263
14 Change Is Constant
279
Afterword
301
Endnotes
303
Index
323

9 When Price Rules
185

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About the author (2008)

C. Britt Beemer is founder and CEO of America's Research Group (ARG), a national consumer research firm that has interviewed more than eight-million consumers. He is the author of It Takes a Prophet to Make a Profit and Predatory Marketing.

Robert L. Shook is a bestselling author of many business books, including Longaberger, a number-one New York Times bestseller, and The Pep Talk.

Bibliographic information