The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World (Google eBook)
McGraw Hill Professional, Aug 27, 2008 - Business & Economics - 352 pages
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:
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 WorldUser Review - Natalie - Goodreads
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Review: The Customer Rules: The 14 Indespensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the WorldUser Review - Michael - Goodreads
Best book I have read on Customer Service. Great examples and challenges for any company. Read full review
1 Everyones Job
2 Sell Your Employees First
3 The Company Culture
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