Book Description
A business revolution is changing all the rules of the marketplace. Power is shifting from manufacturers and retailers directly to consumers, freshly enabled with information, choice, and connectivity. Price, service, quality, and design advantages are no longer enough to win.
In 2000 Kevin Roberts, CEO Worldwide of Saatchi & Saatchi, Ideas Company, said that brands were running out of juice. In Lovemarks: the future beyond brands, Roberts showed how Mystery, Sensuality, and Intimacy can create powerful emotional connections with consumers. The response to the book was electric. Now in 16 languages, Lovemarks has generated a wave of consumer conversations stretching over 100-plus countries.
In this follow-up book, The Lovemarks Effect: Winning in the Consumer Revolution, the people speak—consumers, owners, and marketers show the impact of Lovemarks on their lives, their businesses, and their aspirations. How consumers feel about you—their emotional connection to you—is what determines success now. The Lovemarks Effect offers instruction and inspiration about creating emotional connections and winning in a consumer-empowered future.
From the aisles of the in-store experience to the power of sustainable design, from Lovemarks research to consumer stories, The Lovemarks Effect is a joyride through the evolving business landscape.
Customer Reviews:
Lovemarks Make a Difference in the Real World.......2007-02-23
When Saatchi & Saatchi CEO Kevin Roberts first introduced the concept of Lovemarks -- those products and services that have established an emotional connection with their users and consumers that inspires loyalty beyond reason -- the notion seemed intuitively sound. But the question that remained to be answered was how this concept would work in the real world. Was it something that could be measured or just more Madison Avenue feel-good fluff? He's answered those questions and his critics in a compelling fashion with his sequel, The Lovemarks Effect: Winning in the Consumer Revolution. Roberts demonstrates exactly how Lovemarks work in the marketplace by taking the reader on a tour of Lovemarks as seen through the eyes, ears and hearts of the CEOs and marketers who have the used the power of emotion to connect with their consumers. Equally important, he engages the reader in a user-friendly conversation about the research that offers proof positive that Lovemarks exist, can be measured and do make a difference. It's an enjoyable read crammed with illuminating insights.
Book Description
Re-energize your company's customer service--and inspire greater customer loyalty--using the power of kindness.
Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques and processes at the customer contact level. Rather, it's a culture of kindness and consideration--up and down the entire organization--that fundamentally changes employee attitudes toward customers. It's what makes the difference between a short-term relationship and long-term customer loyalty.
Based on extensive research and featuring real-life examples from companies known for their outstanding customer service such as L.L. Bean, FedEx, and Chick-fil-A, The Kindness Revolution examines how eliminating indifference in the workplace from the top down helps fuel unbelievably positive customer interactions. The book shows readers what "kind" companies have in common--a widespread culture of dignity, respect, courtesy, and kindness--and how to replicate it at their own organization.
Inspiring and practical, The Kindness Revolution shows readers how to take the critical step toward truly outstanding--and self-perpetuating--customer service.
Customer Reviews:
The Kindness Revolution.......2007-07-18
Customer service is dead. At least it seems to be everywhere I go. I've grown used to sales clerks who would rather chat amongst themselves than help me with my purchase. I don't even bat an eye when the sales clerk is incredibly rude when I want to return an item. I even hunker down for a long wait when phoning a 1-800 number as I know I'll be on hold for quite a while.
Don't they know that my purchase pays for their salary? Don't they care that I might never buy from them again? Don't they realize that after such service I will tell all my friends, relatives, colleagues, and anyone else who will listen about my experience?
Imagine a company that answers all it's calls on the first or second ring? How about a business that replaces an item without a receipt? What about a place that actually calls you by your first name?
The Kindness Revolution says that such companies actually exist. These businesses have noticed a sliding trend in customer service and don't intend to be part of the problem. They also realize that happy customers come back, spend money, and bring friends.
The way business ought to be.......2007-07-07
Having done my own research on customer service, it is obvious Horrell and I are on the same page. If companies would run their businesses like Horrell suggests they not only would be profitable, but they would also feel good about what they have created. Rebecca D. Turner author of Tattoo
Kindness and the bottom line.......2006-10-18
For me it's the gum-snapping , perpetually sneering checkout people at the supermarket, the ones with the angry, annoyed attitudes as if their being there was punishment of some kind. I've often wondered why store managers put up with this nonsense. Maybe it's because they don't think it matters where business matters most: the bottom line. But Ed Horrell in this wise book tries to make it as clear as possible that customer relations indeed affect the bottom line. It's no surprise that many consumers believe customer service is at an all-time low, and that it's become a persistent concern - enough so that it determines strongly who they decide to do business with. For Horrell, the way to attract more customers and keep them, and certainly the way to improve profits, is to better customer relations. I couldn't agree more. Shopping on-line might be a convenience, but it shouldn't be a choice simply because it usually means not having to deal with surly company employees. Kindness (and courtesy) indeed has a place in the business world, something many companies have forgotten. Ed Horrell's book is a good step in the right direction for (perhaps) bringing this about.
What Mr. Horrell writes about is so obvious ..........2006-10-09
... or is it? In this pleasant-to-read book, Ed Horrell makes what should be obvious clearly obvious, and clear. On every page, you will say to yourself, "Yes, this is right. This is how it should be." In short, this is an excellent book worth reading again and again. It will do nothing less than confirm for you that what you knew all along has always been right, and always will be.
A little kindness can improve your business culture and your personal quality of life........2006-09-05
The Kindness Revolution is a well-written motivational book for change in business as well as our personal lives. As a Sales Manager, I love the "Action Items or Challenges" at the end of each chapter. The book is full of activities to change or improve large corporate cultures as well small business environments. It strikes me that "kindness" is free and one of the most valuable attibutes that a person can possess, yet as Ed notes in his book,it seems harder and harder to come by in this day and age. I think one of the most profound lines in the book is,"If you hire people with good attitudes, they will be good employees and, in turn, will attract good customers." If you read this book and enact the principles you will see results among your employees, customers, family and friends. Pass it forward!!
Customer Reviews:
A good introduction and survey of the world's largest market.......2004-01-02
As someone who has spent 30+ years living in the world that the authors describe, I found it a good outline of how the grocery business works - from a marketing point of view. The primary value of the book is in the breadth of its coverage, its readability and shortness. I have personally purchased at least a dozen copies to pass on as orientation material for my senior staff who may benefit from more of a big picture of the world they are working in, as well as specialized consultants for our firm that need to understand our milieu. None of these people would read the longer, more comprehensive tomes. So this book fills an urgent need for some of us practitioners.
Light weight.......2003-09-15
Barbara Kahn is a marketing professor at Wharton but I hear only because her husband Robert J. Meyer is also a chaired marketing professor in the same department. She wrote a "quantitative" dissertation for her PhD but Kahn actually is a touchy-feely behaviorist who works on variety-seeking behavior, a very trivial topic in marketing ignored by all serious researchers. She knows nothing about quantification by her own admission. She also says her dissertation was written entirely by her supervisor and not by her, my Wharton friends tell me. This background, or rather, the lack of any background, is reflected in her book. The book falls seriously short of its promise and reads like an alphabetical soup. Don't waste your money on this book when there are much better books available on amazon.com. Better still don't waste your time on this book. It's an IQ-reducer and will leave you dumber and more confused.
My review :).......2003-03-19
Hi. I read some of the book when I took Professor Kahn's Mktg 101 class. (for those of you in the class, not much was on the test about this book). Anyway, although it was recommended for "Anyone who shops" I shop practically everyday and grew up shopping often at grocery stores, but did not find the book to be a good read. I consider myself relatively well educated in business related literature as I took the class during my senior year at Penn's Wharton school. There seemed to be too much academic information which distracted me from enjoying the book and getting a lot our of it. For people on Prof. Kahn's level of marketing expertise this book is likely to be very useful, but it is not as useful to undergrads in Marketing 101 or to the general population.
Insights into consumer behavior and industry responses.......2003-02-12
This book is divided into two parts, one on the state of the industry, and one on consumer behavior. In the first part, the authors do an in-depth analysis of the changes in the retail industry (the move towards discounting, the responses of small grocery retailers to Wal-Mart-style companies, the changes undergoing the supply chain of suppliers to the grocery industry, etc). In the second part, they delve into the available research on consumer behavior, dealing with issues such as store layout and comfort (smells, colors, space, etc). A very solid book, very dense with information.
comprehensive view of marketing in the grocery business.......2000-12-15
First off, let me state that this is by no means a book meant for light reading. It was assigned to me as part of Professor Kahn's (the author) Introduction to Marketing lecture at the University of Pennsylvania. Although not the primary text used in class, the Grocery Revolution provides a comprehensive view of the grocery business. It thoroughly discussed the marketing mix (product, price, place, and promotion). Although the book covers everything very well, it tends to become very repetitive, with the same examples cited over and over. Also, there is a huge presence of numbers and percentages from various studies that become overwhelming after a while. The book, however, does provide a very good view of the whole marketing mix in one industry. It is a good book to use as an example for a concrete view of the basic marketing concepts.
Book Description
Praise from business leaders for Leadership and the Customer Revolution "This book forcefully and in immensely practical ways teaches Einstein's staggering point: `The significant problems we face cannot be solved at the same level of thinking we were at when we created them.' Absolutely both cutting edge and real time, disturbing and confirming, inspiring and pragmatic! I recommend it highly. Worth reading again and again." —Stephen R. Covey, Author of 7 Habits of Highly Effective People and Principle Centered Leadership; Chairman, Covey Leadership Center "Gary Heil makes a good case about what lies ahead of us. The next revolution is that of Leadership—true Leadership based on managing the whole and not the parts. Those aspiring to be tomorrow's Leaders are advised to take a few hours off and to read the book from cover to cover in one go. Enjoy the pleasure of rediscovering the New World of Customized Leadership." —Jan Carlzon, Former CEO of SAS, Author of Moments of Truth "Leadership and the Customer Revolution is a must read for business executives." —Art Levitt, Chief Executive Officer, Hard Rock Cafe "This is a terrific book if you're really serious about improving your company. It's straightforward and no-nonsense, visionary and practical. It forces you to look at the way things are, not how you wish they were, and points out areas where significant change can take root." —Sandra Kurtzig, Founder and Former Chairman, ASK Computer Systems "Leadership, customer loyalty, front-line ownership, the authors rise above the rhetoric on these issues." —Thomas J. Garvey, President, Chase Manhattan PFS "This book is a call to action. It tells us we have to stop talking about change and start making it happen. It's tough and candid, and filled with provocative ideas and smart suggestions." —Richard B. Thomas, EVP and Director, American Honda "When it comes to customer service, many organizations still talk the walk. For those interested in really doing something about service, this book provides an excellent road map." —Gordon Peters, President, The Institute for Management Studies "Rick Tate and Gary Heil are two experts who have helped Johnson & Johnson discover how we can differentiate ourselves by serving our customers better than our competition. We look forward to their new book and new insights into this fascinating subject of Customer Service." —Jerry Gilbert, Vice President, Consumer Sector Customer Relations, Johnson & Johnson "When it comes to customer service, customer loyalty, and leadership, Leadership and the Customer Revolution is both instructional and inspirational. The authors' fresh, often unorthodox perspective and unique ability to translate theory into action make this one of the best business books I have ever read." —Jules Trump, Chief Executive Officer, Northern Automotive Corporation
Customer Reviews:
A must read book for Visionary Leaders.......1999-06-17
An informative, hard hitting read about leadership as it relates to customer service policies and procedures. Should be required reading for all management.
An inspired reader from California May 23 l999.......1999-05-24
A must for businesses who dare to make changes to improve their service and customer realtions and inspire their employees and in turn insure the future success of their companies. As expected Rick Tate is inspiring and along with Heil and Parker has written a winner.
Amazon.com
It used to be that developing customer relationships in a mass-market economy didn't matter. All a successful company had to do was make products that people generally liked--build it and they would come. Patricia Seybold thinks those days are long gone. Thanks to the Internet, customers matter more than ever, and companies that don't get it simply won't make it. In The Customer Revolution she writes, "For the first time in the history of modern business, it's now cost-effective for companies to establish relationships with each and every customer who wants us to know him."
Seybold outlines the principles of the "customer economy" and looks at 14 companies, including Charles Schwab, Snap-on, and Hewlett-Packard, who are in the process of refocusing their businesses to meet customer needs and expectations by measuring and running their businesses on metrics such as customer satisfaction, acquisition, retention rates, and wallet share. In the customer economy, building brand means more than creating a clever logo--it requires creating an "experience that your customers love." She offers up a set of practices--what she calls a "Customer Flight Deck"--that allows companies to monitor and tune the success of their customer contacts. Customer relationships are so important, Seybold believes that a new metric of corporate reporting will emerge alongside profit and loss, return on assets, and P/E ratios--one she calls a "Customer Value Index" designed to give investors the means to measure a company's performance by looking at the present and future value of its customer base. As with her previous book Customers.com, The Customer Revolution should be required reading for managers at any company--old or new--who are assessing the real impact of the Internet on their businesses. Highly recommended. --Harry C. Edwards
Book Description
You are no longer in control of your company's destiny . . .
It happened in the music business and it will happen in yours. It's only a matter of time. Customers actually take control of an industry and reshape it from the outside in. Customers decide that the way they want to use an industry's product doesn't fit the current business model.
Patricia Seybold, author of the influential, bestselling
Customers.com would say that that's a revolution. Thanks to the Internet and to mobile wireless devices, both business and consumer customers are demanding that you change your pricing structure, distribution channels, and the way you design and deliver products and services. Your business must be transformed so that it is completely customer-centric, or you will be out of business.
Her advice to companies facing the customer revolution? You can fight it if you want, just as Don Quixote fought imaginary windmills and thought he was winning battles. But naturally he lost the war and so will you. Better, says Seybold, to practice "sweet surrender," just as the music industry has started to come to terms with Napster. In the words of one music executive, "Thirty-eight million people can't be criminals."
Many try to characterize the changes taking place as the New Economy, the Internet economy, or the information, knowledge, or bio-economy. There's a grain of truth to all of these descriptions, but they fail to get to the heart of the changes taking place. Simply put, what we now have is a customer economy and it's going to result in changes that you would not have thought possible even a few short years ago.
Patricia Seybold has been on a worldwide quest to find the companies in North America, Europe, and Asia that are developing the state-of-the-art practices that will help them win in the new era of the customer economy. They're profiled and analyzed in case studies ranging from small businesses to multinational giants and range from manufacturers to retailers, and service firms. They include financial services giant Charles Schwab, the British Vauxhall Division of General Motors, Snap-on Tools, custom backpack manufacturer Timbuk2, Hewlett-Packard, Medscape, and W.W. Grainger.
As she so ably demonstrated in
Customers.com, Patricia Seybold is ahead of the curve. For most companies, the issue of customers in control is just coming onto the radar screen. In
The Customer Revolution Seybold makes it plain that this can be either your biggest problem or your greatest opportunity. What she provides is not only a brilliant analysis but also a practical program for how you can make the customer revolution a profitable one. The companies that thrive in the customer revolution will be those that measure and monitor what matters to customers, in near real time.
Download Description
Patricia Seybold's Customers.com was a Wall Street Journal, Business Week, New York Times, and Amazon best-seller. With more than 200,000 copies in print, and translated into 15 languages, it is widely acknowledged as the most successful and most influential book on e-commerce. In Revolution!, Seybold identifies an essential truth of business today: the power that had been flowing to customers is rushing in a torrent. Now customers are driving business. When AOL, a $5 billion company with a depth of knowledge about its customers, bought the $28 billion Time Warner, a more traditionally oriented company with almost no such knowledge, this lesson was made dramatically clear. Seybold points to companies around the world that have devised innovative ways of operating from this revolutionary new premise -- and shows how all managers and investors can apply this outlook to their own businesses and investment strategies. Gone is the blinkered focus on old yardsticks like profit margins and sales per square foot. Central now are the metrics for success that measure customer satisfaction and loyalty. We're in the midst of an economic transformation as fundamental as that of the Industrial Revolution. Patricia Seybold reports here on the strategies that are working for the smartest companies in the new e-conomy, and that can work for every one of us as well.
Customer Reviews:
A Must Read - For Everyone.......2006-06-18
Yes, a MUST Read. Sure, it seems redundant to remind individuals - especially business owners - that customers drive business. However, this book reminded me that I am also a customer and that I control some aspects of others' business. Customer service seems to be a lost art. Many reviewers summarize the book, so allow me share a story instead.
I recently wrote a complaint letter to a furniture store - to complain about their lack of customer service. This store advertises, on several in-store banners, that customer service is at the top of their list. When I received a phone call from the corporate operations manager, he immediately asked me what I did for a living and if I dealt with customers. He wanted to appeal to my business sense about the importance of customer service. I told him that business sense has nothing to do with it. I am the customer, it doesn't matter what I do for a living. I told him that he should be applying business "common sense" toward customer service when dealing with me - the customer. However, he could not focus on the fact that I was a customer. Instead he just kept talking about how I should "know what it is like dealing with customers". He never saw me as a customer, but as another businessman. He tried to circumvent the customer relationship by attempting to build a business relationship. He failed to know or understand the three basic principles mentioned in the book: 1) Customers are in control, 2) Customer relationships count, and 3) Customer experience matters. Now if this book is so obvious, redundant, a waste of time, or a waste of money, then why didn't the corporate operations manager from this furniture store "get it"? Why are there so many people that still do not get it?
We are human and, at times, we get so busy working "IN" the business that we sometimes forget just how important customer service can be to the overall business. This book serves as a great reminder.
The book includes a framework for customer metrics - Customer Flight Deck. The authors provide a thorough overview and several examples through their case studies. By measuring active customers, retention, experience, and spending, these metrics will help you monitor the navigation, performance, operations, and environment of your company. I found the case studies, with examples of how other companies used the Customer Flight Deck, very enlightening. The Customer Flight Deck will fit nicely in the customer portion of the Balanced Scorecard.
On a final note, although the book was written in 2001 it is still very relevant. As mentioned in all the reviews, the authors drive home the point - the customer is in control. In fact, all of these reviews are a great example of the customer being in control. Look at the access and control we, as reviewers, have on Amazon.com.
A good read.......2006-03-04
The authors of this book see the world in the midst of a profound revolution. Customers, they argue, have taken control of companies' destinies. Customers are reshaping companies from the outside in. To survive in this new customer driven economy, companies need to respond to customers demands quickly, and be ready to make important changes to products and services. There are three principles which underpin this new customer economy:
· Customers are in control
· Customer relationships count
· Customer experience matters
The authors present eight steps to a great branded customer experience:
· Create a compelling brand experience
· Deliver a seamless experience across channels and touchpoints
· Care about customers and their outcomes
· Measure what matters to customers
· Hone operational excellence
· Value customers time
· Place customer DNA at the core
· Design to Morph
Some customer demands in this digital economy include:
· Open, equal access to resources and information
· Real-time information
· Specialist information
· Convenient access
· Information that is easily portable
· Process transparency
· Logistics transparency
· Pricing transparency
· Fair, global pricing
· The ability to set prices
· Choice in distribution channels
· Control over customer information
The internet changed everything.......2004-12-12
1. Customers are in Control
a. Customers will try before they buy
b. Customers will buy by the piece
c. Customers will mix and match
d. Customers will want to share with others
e. Customers will publish their own mixes
f. Customers will want to cobrand their own mixes.
2. Customer Demand will change your business
a. Open, Equal Access
b. Real-Time Information
c. Specialist Information
d. Convenient Access
e. Information Portability
f. Process Transparency
g. Pricing Transparency
h. Fair, Global Pricing
i. The Ability to set price
j. Choice of Distribution Channel
k. Control over their information
3. Customer Relationships Count
a. Dot Com bust spend too much money and time on advertising and brand. The next generation will spend more money on process efficiency, responsiveness in execution, service oriented communication, and dependable consistent delivery.
b. Deep relationships are more valuable than shallow ones
c. Companies will start measuring not only earnings but customer capital or the value of each customer as a ratio of the dollar value of the company.
d. Customer Tracking: how many customers; who are the customers customer; what are the profits per customer; what do the customers care about; how to satisfy the customer; and actions to keep customer loyalty.
4. Customer Experience Matters
a. Create a brand that customer enjoy
b. Build Strong relationships
c. Establish Trust
d. Plan the customer experience.
e. Sustain the customer experience
f. Become an internet brand
g Begin with simple functionality
h. Help customers get online
i. Manage by customer value
The flip side to the book centers on the case analysis of egg banking. Egg banking seemed to prosper in rapid growth by listening to the customer research and building a business model centered on the customer: Better savings accounts (top rates regardless of deposit amount), Flexible mortgage loans (suspension of payments or trading mortgages for better terms), and more convenient service (internet banking). In 1998, after six months of business Egg had 500,000 customers and $9.5 billion in deposits. By fall of 2000, Egg came under investor pressure to become more profitable. The company moved away from loss rate interest rates causing customers to withdraw $443 million in three months. Since Egg is not the largest bank in the world, the phenonmena was a short trend burst. The large banks still maintain control of the banking masses. The large banks manage profit and loss on the margin and attempt to defend against distruptive technology and business models. However, eggs initialiate customer reaction can not be ignored and demostrates the potential for a customer revolution in all sectors of business, if business give the customer what they want.
One trememdous weakeness in Egg Bank was that it had a difficultly in identify its core central businesses functions and dominating them. Instead Egg made the mistake of diversifing into too many area many of which it did not have expertise: credit cards, online shopping, and mortgages which destablized their income profits and profits force business decision. Ignoring P&L is fatal to any business because of the investors. Investors influence businesses decision and must be an important weight in addition to being customer centric. It is a rubber band pulling between the customer, investor, and the entreprenaur.
Creating Valuable Customer Relationships in the Internet Age.......2004-05-12
Patricia Seybold and her co-authors, Ronni T. Marshak and Jeffrey M. Lewis, have taken the familiar concept of establishing customer relationships as the basis of a company's success and updated the notion into the current day and its new technology, the Internet. The book is soundly based on lasting principles about successful customer focus, and details what that means now in many interesting and detailed examples. The book is strengthened by critiques of the weaknesses of some of the most successful companies, such as Charles Schwab and Grainger.
Here are the principles:
(1) Customers are in control. This point is made with the example of Napster, and the way this enabled people to change the way they acquired and used recorded music. Customers are going to reshape businesses by their behavior, and you had better be ready to respond. The recording companies were not, and great economic harm ensued as well as a slow down in the development of new acts.
(2) Customer relationships count. The book points out that your economic value as a firm is related to how many customers you can attract and keep, and profitably supply. The authors argue that this will become a formal part of security analyst reports in the future. That would be progress over the way they value companies now!
(3) Customer experience matters. This section focuses on how people feel emotionally about how they are being treated, and contains an interesting example of the on-line financial institution, Egg.
The book then shifts into eight areas to focus on that supplement the list from their last book, which I have paraphrased:
(1) Memorable, compelling, and desirable brand personalities
(2) Smooth, continuous customer experience across channels and points of contact
(3) Genuine caring about customers and the outcomes they experience
(4) Measure how you are doing in what matters to customers
(5) Improve your operational excellence
(6) Make careful use of customers' time
(7) Integrate customer preferences and information into the company and its interactions
(8) Create products, services, and processes that can be quickly transformed as customers shift their focus.
The book addresses how all of this can be better managed, and proposes a "flight plan" approach managed by a "Customer Flight Deck" that keeps the enterprise focused on what is most important. Essentially, the Customer Flight Deck is the customer focus part of a Balanced Scorecard. In fact, you would do well to read this book in conjunction with The Strategy-Focused Organization for the most benefit. The book has several Customer Flight Decks written out about the key examples employed by the authors. I thought these were well done and helpful for applying the authors' concepts and advice.
The book is rich in quotes that help focus your attention. Here are a few of my favorites:
" . . . [R]unning a business in today's Internet-enabled era is like trying to fly a plane [while] . . . replacing the engine."
"Customers have taken control of our companies' destinies."
" . . . [C]ustomers now have access to information that lets them make informed decisions [for the first time]."
I found it easy to relate to this book because so many of the examples are familiar to me both as a customer and as a student of business. The advice to be sparing of customer time and provide coordinated contacts is going to be hard for most companies to follow, but they need to start down that path. I am constantly struck by how much time I have to waste to buy from companies, and how the one hand has no clue about how to help me with something that the other hand knows.
When this era is finally history, I suspect that companies will be divided into two categories: Those who used information to make customers' lives easier and more pleasant, and those who created technology (like endless voice mail chains) that drove customers crazy. Hopefully, the latter will soon be dead as a dodo. In which category will your company be?
I suggest that you ask yourself constantly, "What have I done to make life better and easier for my customers today?"
If you think about customer relationships as being like what a good hostess or host does, you should do well . . . as long as you implement your ideas.
Regurtitating her visit to our company.......2003-03-03
I worked for one of the companies analyzed (and praised) in her book. She spent a few days with us, and we presented our Web strategies, which were not very strong at the time. She presented material from her Customers.com book (which I enjoyed more than this book). And then she pointed out many problems with our Web strategies (many of which we knew...but being a large company, we were having difficulty changing). Imagine my surprise when I listened to this book and heard her praise our company. She should be in PR...she made us sound a lot better than we were!
Customer Reviews:
A Must Read!!!.......2003-09-21
This book is a MUST READ for ANYONE who deals with customers. My employer believes in this book so much, They designed a class around the book that every employee had or has to attend.
At America's Service by Karl Albrecht.......2000-09-17
A MUST READ for EVERY manager, employer, CEO, anyone who is a leader of just one or thousands of employees! It will literally change the way a leader looks at their company and what it takes to be successful by demonstrating how the employees MUST come first as the company's NUMBER ONE asset! It will cause a total shift in the leader's thinking, from "customer oriented" to "employee oriented" way of doing business. The author emphasizes as the company takes care of the employee, they, in turn will take care of the customer. Karl shows you how to do it with excellent concepts and ideas that work! Reading this book will cause the reader to lose sleep, to be haunted if they choose to ignore Karl's leading! Perhaps losing valuable employees in the process, never realizing why. Karl shares how companies spend thousands of dollars on learning how to catch and keep customers, when the real key, like Karl demonstrates, is how to catch and keep EMPLOYEES, who catch and keep customers. The business then thrives! Karl is an amazing author.
excellent book! this definately needs to be read.......1999-09-03
This is a great book for owners of businesses or people who work for corporations. I enjoyed the chapter about managing young workers.
Excellent insight into every aspect of service organisations.......1999-02-27
Karl Arlbrecht discusses customer service strategies and programs and the failed application of manufacturing ideas to service organisations. I was amazed how accurate his book was at describing many of the failures that my past two employers made. It was as if he had worked for us! An excellent reference book for management in service based businesses.
Average customer rating:
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Healthcare Customer Service Revolution: the Growing Impact of Managed Care on Patient Satisfaction
DAVID ZIMMERMAN ,
Peggy Zimmerman , and
Charles Lund
Manufacturer: McGraw-Hill Book Company
ProductGroup: Book
Binding: Hardcover
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ASIN: 0786308931 |
Book Description
The Healthcare Customer Service Revolutionfocuses on measuring the quality of healthcare received by thousands of patients across the country. The number of discontented healthcare patients continues to increase, as does the number of employers and managed care payors who are willing to stand up for them and demand a better alternative. The provider who understands them importance of patient satisfaction will survive, and ones who do not, will not. This boo will be invaluable to you in your hospital's shift toward a more customer-focused healthcare setting.
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The Wow Factory: Creating a Customer Focus Revolution in Your Business
Paul Levesque
Manufacturer: Irwin Professional Pub
ProductGroup: Book
Binding: Hardcover
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Customer Service
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ASIN: 0786303867 |
Book Description
This eye-opening book introduces customer focus as a decision that every person in the organization will make, everyday. Author Paul Levesque provides the readers with both the reason and the method for injecting the "wow" factor into their most routing customer transactions, regardless of whether their business is a one-person operation or a multinational corporation. Central to this book is a step-by-step process-the Customer Focus Process, or CF-for guiding your team through a creative customer focus brainstorming session. It is here that your team begins to understand and work through the core "phases" of customer focus: define the transaction sequence, or the actual events experienced by the customer, from start to finish; brainstorm ideas for exceeding customer expectation at each individual step in the transaction sequence; develop ways to make customers feel important at each step of the sequence; review customer expectations, and tailor the experience to fit the customer. This entertaining, easy-to-read guide, provides everything needed to better understand the power of customer focus and running a successful CFP session.
Book Description
This digital document is an article from Alaska Business Monthly, published by Alaska Business Publishing Company, Inc. on July 1, 2001. The length of the article is 641 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: The ABCs of Internet Customer Service.(Review)
Author: Henry Holtzman
Publication:
Alaska Business Monthly (Magazine/Journal)
Date: July 1, 2001
Publisher: Alaska Business Publishing Company, Inc.
Volume: 17
Issue: 7
Page: 13
Article Type: Book Review
Distributed by Thomson Gale
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Automation revolution: how banks are using high-tech equipment to deliver service and enhance sales.: An article from: Bank Marketing
Kimberly A. Saunders
Manufacturer: Bank Marketing Assn.
ProductGroup: Book
Binding: Digital
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ASIN: B00091YQ78
Release Date: 2005-07-28 |
Book Description
This digital document is an article from Bank Marketing, published by Bank Marketing Assn. on May 1, 1992. The length of the article is 2572 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
From the supplier: Retail bankers are combining high-technology equipment and high-touch service to reach a higher level of automation that promises lower costs, better customer service and higher sales rates. The focus is to improve the delivery of banking services to customers by using alternative delivery systems, including sophisticated ATMs that can perform relatively complex banking functions, video teleconferencing terminals, an interactive home video banking network, and AT&T's Smart Phone which allows business transactions over the telephone. Still, there are banks that are not ready for these 'branchless' delivery systems and are opting to adopt new technologies inside traditional branches. A number of banks are automating their branches through the platform automation program. In any case, bankers are finding that technology can maximize human resources, educate customers and enhance the image of banks as quality providers.
Citation Details
Title: Automation revolution: how banks are using high-tech equipment to deliver service and enhance sales.
Author: Kimberly A. Saunders
Publication:
Bank Marketing (Magazine/Journal)
Date: May 1, 1992
Publisher: Bank Marketing Assn.
Volume: v24
Issue: n5
Page: p34(4)
Distributed by Thomson Gale
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