Book Description
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.
Customer Reviews:
Classic Sales primer.......2007-07-28
Carl Sewell's model for Sales and repeat business in the automobile business was thrust into the spotlight by some generous praise from uber-guru Tom Peters. This is his book on how he did it. Of course so much of it is beyond obvious ("Listen to your customers" - who doesn't know that's important in Sales?) but then again, he has to be doing something right.
Key themes include:
- The important of understanding you customers.
- Service through systems.
- How do deal with people.
- Measurement.
- Creating customer experiences.
- Learning (Borrowing).
Perhaps Sewell's greatest contribution to broader Marketing management is the concept of the lifetime value of the customer. Is a customer worth the Caddy they buy, or every one they buy during their life? That's what costs need to be measured against.
The book does earn it's spot in any Management library.
Great!.......2007-02-09
This book gives valuable insight into what a customer really wants and thinks. I would recommend this book to anyone who works with customers, employees and employers alike! Often we forget who really pays your paychecks. (Hint: It's not your boss!)
Easy Read.......2007-01-09
If you have ever managed any type of business, you will know that many of the things Carl Sewell says in this book is very true. If you haven't managed a business, you will definitely learn something to apply in the future. Sewell writes as he would talk, so the book is easy to read and understand. The strategies he applies to many of the fundamentals of his book may only work for a specific group of customers, but then again, he tells you to target those customers at the same time. Good book, and I would suggest it to anyone who wants to learn about customer service and managing a business.
Great Practical Application of Service .......2007-01-09
This book cuts through all the theory and gives a real life view of someone who is passionately dedicated to service and shows how service drives superior business. All the business theories come to life through real life examples from Carl Sewell's business experience. It is a down to earth book of how to see the true value of service to a business and how to think like a customer to deliver world-class service.
Since he is the boss over his firm, there are a few things that need to be modified or adapted to fit in the corporate world to be practical.
Overall, a good read. It will energize you in thinking about service as a strong business tool.
Classic Book.......2006-09-03
This book does a great job of giving useful and easy to implement information to anyone who wants to increase customer satisfaction and referrals. The author writes from his personal experience in the automotive industry.
It is easy to read and even gives a checklist at the end of each chapter with the points or lessons of the chapter. Although some of the examples seem obvious, I find they are almost never followed. I think anybody could gain financially from reading and following the ideas given in this book. I would recommend this book to anyone who is serious about increasing client loyalty and referral business.
Book Description
Attract More Clients, Even if You're Not a “Born” Seller
Whether you're an entrepreneur, salesperson, or service marketer, you know that generating sales leads is the single most important-and challenging-part of your job. But what if you're not the type of person who operates in “selling mode” 24/7? What if you find it hard to aggressively cold-call hundreds of strangers every week, and you dread those endless networking events? “Don't worry,” says lead-generation strategist and consultant Marcus Schaller. “You don't have to be impossibly driven, thick-skinned, or aggressive to bring in new clients. In fact, you'll win more customers if you use a more personal, thoughtful approach that fits your comfort level.”
The Lead Ladder is a complete step-by-step system designed especially for people like you. You'll see how a typical salesperson or self-employed professional can rise above any situation-whether it's dwindling contacts or a depleted pool of clients-to build a steady source of new business options, one customer at a time. The Lead Ladder breaks it down to three basic steps:
1.
Identify your best prospects before the competition.
2.
Differentiate yourself as an advisor, not just a salesperson.
3.
Personalize each client relationship-until they become a client!
In addition, you'll learn how to set realistic goals, target your ideal market, and lure prospects in with the most effective and affordable advertising tools. The Lead Ladder is filled with easy-to-use strategies to help you follow up on your leads, establish trust, increase sales, and create a solid database of steady customers and contacts. It's everything you need to know to reach the highest level of your professional potential.
Customer Reviews:
Thought provoking as a reminder.......2006-11-22
There's really nothing new in this book, but the method of presentation and short read time make it an excellent choice as a reminder to keep doing what we all should know works. Marketing, build relationships, close the sale. This is what has always worked and it hasn't really changed. Some of our marketing methods are new, but the great sales successes continue to go to those who focus on building relationships.
Good book and I recommend it because you can read it in 30-45 minutes and get a good kick in the seat of the pants.
Book Description
Sales legend Bill Cates uses his experience and expert knowledge to show sales professionals how to work smarter (not harder) by employing "The Four Cornerstones of Referrals" --relationship building and customer service, creating referral alliances and networks, prospecting, and targeting niche markets. Using Cates's easy-to-master referral-based selling techniques, readers:
- Work less and earn more by getting existing customers to work for them generating high-quality referrals
- Turn every business contact into a relationship and every relationship into a sales success story
Customer Reviews:
If you are in business, then you can't afford not to at least read this book!.......2007-07-22
This is a wonderful book. It is very well written and an easy read. Furthermore, it is full of great content. I highly recommend you take a look at the online listing of this book's Table of Contents and see for yourself what specifically is covered.
This book reminds us to not look too far astray for customers or clients. It's easier to cultivate an existing customer for a new sale than to convince a non-customer to buy from you. And it's easier to have a satisfied customer convince a non-customer to buy from you than you doing it yourself.
Focusing on getting referrals is probably the least expensive way to build a customer-base and sales. Keep in mind that there are at least two methodologies to getting referrals. One is the do-good-work for your customers and clients and to get them to refer you to their family and friends. The other is B2B where you get other businesses that compliment yours to refer work to you. You can pay a referral fee or send them an equal amount of referrals.
Some people are not comfortable with using referrals to build their customer-base. But then some people are not comfortable being self-employed either. If you are one of those people who want to be successful at being self-employed, then take advantage of referrals as much as possible. And a good way to start is probably by getting this book and reading it cover to cover. 5 stars!
Let somebody else do the selling for you .......2006-12-24
Referrals now is an excellent book that explains how to obtain more business by asking for referrals. Most friends and existing clients are more than willing to recommend your product or sevices if you just ask for it. Sales people sometimes view asking for referrals as a sign of weakness or problems in the business. This is not true.
If you want to build up a business very quickly without a lot of overhead, this is the best method. It would be adviseable to first read the book "Masters of Networking" by Ivan R. Misner. Referral business has a lot to do with networking, so you must be ready to do favors for other people who help you out. Forgetting to help somebody else who has helped you will be very detrimental to your business.
Just asking somebody for a referral is not really good enough but asking the person for a personal introduction increases your chances dramatically for closing the deal.
Don't read the book all in one go. Read a chapter, think about how you can apply it, write down what you think is best for you and experiment with it.
Mrs. Mortgage Broker.......2006-10-02
I decided to review the library's copy before I bought it and I could not get enough info out of it! I found myself taking notes and almost writing in the library's copy! I rushed and bought the book. Now it's covered in pink and yellow highlighter. I feel like I'm back in college preparing for an exam -- except this time, my studying is going to directly contribute to my bank account! Truly valuable!
Get More Referrals Now.......2006-07-24
I found this book to be very educational to anyone in the sales industry. I used most of the techniques and found them beneficial to the growth of my business. I found the material easy to read and straight to the point.
Interesting Ideas.......2006-01-29
Overall an interesting read. Makes you think out of the box. This book gave me more ideas to make my business grow.
Book Description
Survey of more than 100,000 consumers reveals how they want to be treated, and the way they want to buy.
What do customers really want? Not all retailers are in the habit of listening when customers talk. They can do better, according to master customer service speaker, author, and consultant T. Scott Gross. In fact, research shows that unhappy customers talk about negative experiences for an average of 18 months. Once they have a bad experience, it will take 12 positive experiences to make up for it. However, if a complaint is resolved, count on an intensely loyal customer.
In When Customers Talk, the third volume in his customer service series, Gross partners with consumer researcher Joe Pilotta from BIGresearch to draw conclusions for frontline retailers and managers based on the insights of 100,000 retail customers. This approachable, must-have guide offers detailed insights to help retailers learn how to anticipate customer needs and take advantage of emerging trends.
Written in an engaging style, and backed by statistical research, When Customers Talk helps retailers:
Bridge the disconnect between retailers' and customers' attitudes. Ask the right questions to get answers that will make a difference. Turn the knowledge of customers' habits into sales. Leverage customers' loyalty for a lifetime relationship: heart, mind, and wallet. Understand pricing and discounting to maximize profits. Tap into technology to avoid being blindsided by changes.
With customer insight ""straight from the horse's mouth,"" retail managers disregard this information at their peril!
Book Description
"This book gives every sales professional, in any market, a step-by-step process to make more sales, faster and easier than ever before. Worth its weight in gold!" - Brian Tracy, President, Brian Tracy International, and Author of Advanced Selling Strategies
Does the sheer thought of selling make you nervous and uncomfortable?
Do you find it difficult to overcome price objections?
Do you wish you could close more sales with less effort?
You are not alone. Most people are not natural-born sales professionals. Making a sales call stresses us out. Meeting our sales targets month after month is difficult and frustrating. We make a living but we know we could do better, close more sales, and earn more money.
Selling does not have to be difficult.
Now you can quickly and easily learn the techniques used by top retail sales people. They are deceptively simple, yet extremely effective. Whatâs more, they can be used by sales professionals in any business to improve their results.
Stop, Ask & Listen: Proven Sales Techniques to Turn Browsers Into Buyers will show you:
- The 11 most common mistakes sales people make and how to avoid them.
- How to create a connection with your potential customer quickly and easily.
- The 33 questions that will gain your prospectâs trust.
- How to deliver an engaging and captivating sales presentation.
- A four-step process to overcome virtually any objection.
- Lots of examples, sample scripts, and action plans you can use to apply the concepts in the book, no matter what you sell.
Whether you are new to selling, an experienced veteran, or a sales manager training, supervising, and coaching a team, you will learn valuable strategies that will help you increase your sales and earn more money.
Average customer rating:
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Turn Customer Service into Customer Sales (Here's How)
Bernard Katz
Manufacturer: NTC/Contemporary Publishing Company
ProductGroup: Book
Binding: Paperback
 Strategy & Competition
| Management & Leadership
| Business & Investing
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General
| Business & Investing
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Customer Service
| Industries & Professions
| Business & Investing
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Advertising
| Marketing & Sales
| Business & Investing
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General
| Sales & Selling
| Marketing & Sales
| Business & Investing
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ASIN: 0844226157 |
Book Description
A fresh and original look at the phenomenon of "cult branding" -- how companies cultivate fanatical customer loyalty.
At first glance, companies like Apple and Nike have little in common with organizations like the Hell's Angels and the Unification Church. But in reality, they all fulfill the main definition of a cult: They attract people who see themselves as different from the masses in some fundamental way. Contrary to stereotypes, most cult members aren't emotionally unstable—they're just normal folks searching for a sense of belonging.
Marketing expert Douglas Atkin has spent years researching both full-blown cults and companies that use cult-branding techniques. He interviewed countless cult members to find out what makes them tick. And he explains exactly how brands like Harley- Davidson, Saturn, JetBlue, and Ben & Jerry's make their customers feel unique, important, and part of an exclusive group—and how that leads to solid, long-term relationships between a company and its customers.
In addition to describing a fascinating phenomenom, The Culting of Brands will be of enormous value to business leaders. It will teach marketers how to align themselves with a specific segment of the population, how to attract and keep new “members,” how to establish a mythology about the company, and how to manage a workforce filled with true believers.
Once a brand achieves cult status, it becomes almost impossible for a competitor to dethrone it. The Culting of Brands will reveal the secrets of fierce customer identification and, most important, unbreakable loyalty.
Customer Reviews:
Getting underneath brands.......2007-10-13
Douglas Atkin is revered as a brilliant account planner for a reason - he is one of the sharpest minds in marketing. I teach this book in my branding class at NYU because I believe Douglas is onto something - in an age where most Americans have been uprooted and lack communal identity, consumers are latching onto brands as a means of self-identification. Sometimes this leads them into classic cult behavior. The nice thing about this book is that Douglas has really done his homework - he's gone inside classic cults like the Moonies as well as religions (the Mormons), the armed forces (the Marines) all the way into brand cults like Apple, Harley Davidson and JetBlue.
The "new" marketing takes on an intriguing face........2006-11-04
Doug Atkin reveals what "cultism" really is (not funny Kool-aid for the mind-numbed) and why we should aspire to having our customers "cult our brand."
He points out the massive changes which have taken place since the Attraction Principle replaced a lot of Spot TV, and helps us evaluate lower-cost options which get big results.
The point of view is valuable and well-presented, the supporting evidence and other argumants are equally well-handled.
If you have customers, and are anything from a sole propriator on up, this book is challenging and valuable.
A fascinating expression of brands.......2006-09-09
I must admit, I was at first immensely intimidated by the concept of this book and would not typically have picked it up were it not for my sacrificial duties towards work. I was fortunate enough to have heard Douglas Atkins speak, and was immediately intrigued by the power of his language in referencing consumers devotion towards certain brands. This book sheds an incredible amount of light on modern day cults and the brands you would never imagine would reside beneath that category.
Kudos to Atkins for a well researched book. He draws very compelling parallels between typical cults and brands. The book is very easy to follow and is extremely engaging especially because a lot of the examples he uses are common to our everyday lives, and draw from classic human needs and behaviors. This is definitely an interesting book for anyone inhabiting the marketing/branding bubble although I must say; I did not find his philosophies and recommendations to be a far throw from rudimentary loyalty/CRM principles. It is the perspective and not the solution that wins the four stars.
A cheap copy..........2005-05-21
I will go straight to the point: This book came out a long time after The Power of Cult Branding, by M. Ragas and B. J. Bueno, in my opinion is just a cheap copy. I read it and it is just a shame to do something like that.
Let Your Customers Help Build Your Business.......2004-11-05
Douglas Atkinks, like Guy Kawasaki and others, have talked about evangelism and viral marketing - make viral marketers - evangelists from your base of satisfied customers. This book illustrates how other brands have succeeded in community building and how our businesses can accomplish similar results.
Clear focused writing - easy to read. Definitely worth 4 hours to read and a lifetime to think about.
I am encouraging others on my staff to read this book and I am recommending this book to my business students on Success.org.
Average customer rating:
- Hands down the best marketing book out there.
- Hands down the best marketing book out there.
- perfect for anyone interested in creating customer loyalty
- A great read.
- NYU's most popular professor hits a homer with CFK!
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Customers for Keeps: 8 Powerful Strategies to Turn Customers into Friends and Keep Them Forever
Lois K. Geller
Manufacturer: Adams Media Corporation
ProductGroup: Book
Binding: Hardcover
Strategy & Competition
| Management & Leadership
| Business & Investing
| Subjects
| Books
General
| Business & Investing
| Subjects
| Books
Customer Service
| Industries & Professions
| Business & Investing
| Subjects
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General
| Sales & Selling
| Marketing & Sales
| Business & Investing
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ASIN: 1580625614 |
Book Description
Today's retail marketplace is a vast sea of products, services, and wannabe brands. But even the catchiest slogans and biggest selections won't capture the buyer's loyalty if they don't establish a personal "connection." And there's no closer connection than friendship.
Author and entrepreneur Lois K. Geller has found a surefire way to raise your brand above the others. Her philosophy - so simple and yet so powerful - is Friendship Branding. While working with clients such as American Express, Weight Watchers, and Columbia House, Geller found that creating a warm, long-term relationship with customers brought unprecedented sales and long-term brand loyalty. She also discovered that customers prefer the brand that reflects the qualities of a good friend: reliability, humor, honesty, charisma.
Customers for Keeps reveals the eight stages of Friendship Branding that will put your company on your customers' "most wanted" list.
1. Wear a human face.
2. Maximize your initial impact.
3. Bond with customers by establishing mutual needs.
4. Listen to your customers via new channels.
5. Win trust by apprising customers of the latest brand developments - good and bad
6. Set your customers at ease.
7. Commit to customers.
8. Sustain your friendships.
Customers for Keeps will show you how to:
-Create and maintain a memorable, effective brand - no matter how large or small the company
-Redefine a brand as an experience, rather than an image
-Relate to customers as one would a best friend, using the principles and "rituals" of friendship
-Inspire trust, respect, and loyalty in customers
-Repair "broken" relationships so that they are stronger than ever
-And more!
This groundbreaking work tears down the old definition of branding. Instead of simply creating a physical image or mental association of a product or service in the customer's mind, companies can now brand themselves in such a way so they are thought of as trusted friends. Remember, every customer worth getting is worth keeping. Customers for Keeps shows you why a friendship between customer and company is not only preferable in today's marketplace - it's vital.
Customer Reviews:
Hands down the best marketing book out there........2002-03-28
Easy to read? Yes. Complex ideas? Yes. Will it help me on my job? YES! I am always reading the latest books on marketing and this one is so much better than the rest. I cannot believe someone did not write a book like this sooner. I have seen Lois speak at several DMDNY trade shows to fully packed auditoriums and it's no wonder. She knows what she is doing! She explains it all so clearly whether you attend her talks or read her books. But Customers For Keeps is her best work yet. Keep up the good work Lois!
Danny
Hands down the best marketing book out there........2002-03-28
Easy to read? Yes. Complex ideas? Yes. Will it help me on my job? YES! I am always reading the latest books on marketing and this one is so much better than the rest. I cannot believe someone did not write a book like this sooner. I have seen Lois speak at several DMDNY trade shows to fully packed auditoriums and it's no wonder. She knows what she is doing! She explains it all so clearly whether you attend her talks or read her books. But Customers For Keeps is her best work yet. Keep up the good work Lois!
Danny
perfect for anyone interested in creating customer loyalty.......2002-02-13
using a very clever format customers for keeps doesnt wack you over the head with a do this and do that mentality. this book guides you through the process of why programs work well and how you can do the same thing. the examples are entertaining and informative. think what color is your parachute meets the wealthy barber. five stars plus.
A great read........2002-01-03
Customers For Keeps is one of those rare business books that does not pontificate information. I was educated and entertained while reading this book and what a rare combination that is these days. A thoroughly pleasant read and one I am sure you will also enjoy.
NYU's most popular professor hits a homer with CFK!.......2001-12-01
As a former student in Lois Geller's graduate school course on Direct Marketing I know just how motivating she can be. Now she hits one out of the ballpark with this book. Lord have mercy I could've used this book two years ago when I was working with a major electronics manufacturer and we were planning the roll out of their new handheld organizer. We knew how to market the thing but we couldn't brand it properly. If only Lois offered a course in branding a few years ago! Outstanding book!
Books:
- Deadly Persuasion: Why Women And Girls Must Fight The Addictive Power Of Advertising
- Designing Brand Experience: Creating Powerful Integrated Brand Solutions
- Don't Think of an Elephant: Know Your Values and Frame the Debate--The Essential Guide for Progressives
- Dr. Dean Ornish's Program for Reversing Heart Disease: The Only System Scientifically Proven to Reverse Heart Disease Without Drugs or Surgery
- Duct Tape Marketing: The World's Most Practical Small Business Marketing Guide
- e-Business: Organizational and Technical Foundations
- eBay Powerseller Secrets:Insider Tips from eBay's Most Successful Sellers
- Effort-Less Marketing for Financial Advisors
- Emotion Marketing: The Hallmark Way of Winning Customers for Life
- Essentials of Contemporary Advertising
Books Index
Books Home
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Clued In: How to Keep Customers Coming Back Again and Again
How to Win Customers and Keep Them for Life, Revised Edition
Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
Creating Competitive Advantage: Give Customers a Reason to Choose You Over Your Competitors
Loyalty Rules: How Today's Leaders Build Lasting Relationships
