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

C Britt Beemer, Robert Shook

ISBN 10: 0071603654 / ISBN 13: 9780071603652

Published by MCGRAW HILL BOOK CO, 2008

About this Item

Zustand: Sehr gut | Seiten: 352 | Sprache: Englisch | Produktart: Bücher | 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 saleSuccess 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.

Seller Inventory # 4428396/2

Bibliographic Details

• Title: The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World
• Publisher: MCGRAW HILL BOOK CO
• Publication Date: 2008
• Language: English
• ISBN 10: 0071603654
• ISBN 13: 9780071603652
• Binding: Hardcover
• Condition: Sehr gut
• Seller catalogs:
  • Bücher

About this title

Synopsis

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.

About the Authors

Robert Shook is the author of 43 books, including bestsellers such as Mary Kay, Mary Kay on People Management, and The IBM Way. He is also the author of McGraw-Hill's Greatest Sales Stories Ever Told and I'll Get Back to You.

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.