Amazon.com
In What Clients Love, marketing maven Harry Beckwith offers valuable lessons about capturing and keeping clients. (As Beckwith puts it, "Competence gets firms into the game that relationships win.") Using snappy examples from Absolut Vodka, Kinko's, Starbucks, and Ian Schrager's boutique hotels, he organizes his advice by describing four significant social trends that shape client needs and loyalty. Beckwith's strategies for coping with information overload focus on getting to the point--using a shorter sell and fewer superlatives. He makes a clever and convincing case for giving both testimonials and blurbs the death penalty. He details the decline of client trust with a plan to eliminate cold calls, dress for success, and a spot-on critique of PowerPoint ("Lincoln had no slides at Gettysburg.") Other chapters explore the limits of the Internet and offer nongimmicky ideas about creating a brand, including 20 questions for choosing a name for your business.
Beckwith's advice is fresh, funny, and strategic. He is a master of anecdote and metaphor whose examples range from television's Sex and the City to nihilistic philosopher Nietzsche. Yet the book's clarity is sometimes undermined by its too clever formatting. It's best to enjoy its wisdom one chapter at a time, over coffee. Consider it the caffeine in your cup. --Barbara Mackoff
Book Description
In What Clients Love, marketing maven Harry Beckwith offers valuable lessons about capturing and keeping clients. (As Beckwith puts it, "Competence gets firms into the game that relationships win.") Using snappy examples from Absolut Vodka, Kinko's, Starbucks, and Ian Schrager's boutique hotels, he organizes his advice by describing four significant social trends that shape client needs and loyalty. Beckwith's strategies for coping with information overload focus on getting to the point--using a shorter sell and fewer superlatives. He makes a clever and convincing case for giving both testimonials and blurbs the death penalty. He details the decline of client trust with a plan to eliminate cold calls, dress for success, and a spot-on critique of PowerPoint ("Lincoln had no slides at Gettysburg.") Other chapters explore the limits of the Internet and offer nongimmicky ideas about creating a brand, including 20 questions for choosing a name for your business. Beckwith's advice is fresh, funny, and strategic. He is a master of anecdote and metaphor whose examples range from television's Sex and the City to nihilistic philosopher Nietzsche. Yet the book's clarity is sometimes undermined by its too clever formatting. It's best to enjoy its wisdom one chapter at a time, over coffee. Consider it the caffeine in your cup. --Barbara Mackoff
Download Description
In WHAT CLIENTS LOVE, Harry Beckwith once again discusses effective business tactics with the practical, down-to-earth style that has made him a bestselling author and trusted marketing expert.Beckwith explains the sheer simplicity of a marketing plan-how to find your company's position, how to define a brand, and how to manage that brand so it has its full and overwhelming impact. With sections such as "Thinking and Planning," "Communicating," and "Serving the Client," Beckwith shows how effective marketers need to be brief, succinct and "cut to the close." WHAT CLIENTS LOVE also reveals the very nature of a service-and why the phrase "pushing the product" itself begins to suggest why this more aggressive approach fails, since you cannot ""push" a relationship, as people know from their failed attempts to do so in non-business relationships.
Customer Reviews:
Insightful.......2007-06-04
This is the most insightful and analytical book about business I have ever read. You don't need to be an MBA to understand and benefit from the well-thought-out and plainly presented message. Anyone who sells goods or services to the public will benefit greatly from this cogent take on the nuts and bolts behind pleasing clients.
A real joy on multiple levels.......2007-04-26
I first read this book shortly after it was published. I just finished my third reading. Each time it gets better.
The book follows the typical Beckwith format. Short, one or two page lessons. You can jump in anywhere in the book ... read for very short periods of time or read for long pleasurable periods. It is well written and contains some of the most succinct lessons on branding, marketing, selling, client attraction and retention that you will find anywhere.
It is not a book to be read once and put on the shelf. You will gain the most value if you revisit it periodically. The lessons are so short and to the point, there is no way you could retain all the information in one reading. You need repeated exposure to the information in this book.
Some of the more valuable lessons are:
A wealth of information creates a poverty of attention. The more there is to hear, the less we listen.
We are drowning in information and screaming for knowledge.
Growing complexity makes us covet the simple.
Say little - a simple point penetrates.
Clarity is expertise.
We are generally more persuaded by the reasons we discover ourselves than those given to us.
Four rules for choosing clients.
Trust your instincts. If something feels wrong, it will be. Bad clients don't produce minimal results, they produce losses. If a prospect is more interested in cost, you will never be happy and always be vulnerable. You cannot cut a bad deal with a good person or a good deal with a bad person.
Throughout the book, Beckwith cites many books that are well worth reading. At the end of the book is a great appendix that in itself is worth the price of the book.
Well worth reading.
Extremely helpful.......2007-01-18
I'm new to sales, so I'm no expert; but this book seemed perfect. I've listened to it twice and intend to do so a few more times. It's all about putting yourself in your client's place and acting with passion based on belief and purpose. There are also lots of good practical suggestions from how to dress to naming your business.
Well Worth the Money.......2006-12-04
As with most of my reviews, I try to balance the content being provided with the money being invested. This book is a good investment. Lot's of great ideas on how to deal with your customers. Includes good ideas on structuring and operating your business so people will want to be your customers. It also scrutinizes and criticizes many cherished concepts about marketing and tells why these concepts are no longer working. If you are a business owner, manager, or employee, you need to read this book.
Every sales person should read this book.......2006-08-15
Another great book by Harry Beckwith. Three of my favorite pages: "What the best salespeople sell (in order)" and "What ordinary sales people sell (in order)" and "Why hard selling has gotten harder." This is an easy-to-read book with short chapters. A great writing style.
Ann Barr, author of How to Win the Sale and Keep the Customer
Average customer rating:
- Handbook of Customer Loyalty
- Tell Everyone You Know
- Awsome Read!!!
- This will keep you on your toes
- Customer service....who really can define it?
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Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
Jeffrey Gitomer
Manufacturer: Bard Press
ProductGroup: Book
Binding: Hardcover
 General
| Business & Investing
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Customer Service
| Industries & Professions
| Business & Investing
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Management
| Management & Leadership
| Business & Investing
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Advertising
| Marketing & Sales
| Business & Investing
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ASIN: 188516730X |
Amazon.com
To longtime sales and customer-service pro Jeffrey Gitomer, boasting about a near-perfect customer-satisfaction rating of 97.5 percent is a major mistake. "That means 2.5 percent of your customers are mad and they're telling everyone. And 97.5 percent of your customers will shop anyplace the next time they go to market for your product or service." Based on a philosophy that's been developed through his syndicated business columns and the more than 150 seminars that he gives each year to companies such as Radisson, Sony, NationsBank, and Time Warner Cable, the book outlines his formula for making customers so faithful they "will fight before they switch--and they will proactively refer people to buy from you." Regularly employing oversized type in screaming bold fonts to grab the reader's attention, Gitomer breathlessly recounts his start-to-finish approach to becoming "memorable" to consumers along with illustrative tales of his own encounters with particularly egregious examples of poor service. All of this is bolstered by an ongoing sampling of his inspirational quips and a variety of self-evaluating quizzes designed to pinpoint individual strengths and weaknesses. Take a deep breath, read it straight through, and prepare to delight thy customer! --Howard Rothman
Book Description
Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert satisfied customers into loyal customers.
Customer Reviews:
Handbook of Customer Loyalty.......2007-10-08
The title of this book could easily be, "The Handbook of Customer Loyalty." This book is outstanding. The author has successfully dissected every aspect of business life and addressed how each affects customer loyalty. Gitomer provides numerous good and bad examples for each segment as well as numerous bullet points to consider. In addition, there are a number of self-evaluation tests to indicate areas of personal improvement. I consider this book more of an invaluable resource than a book to read and put on my bookshelf. Not only have I read this book twice, but I plan on reviewing it semi-annually to make sure I am on track with what must be hundreds of directly applicable examples, suggestions and guidelines. It would be impossible to read this book without realizing dozens of methods to improve your own business relationships.
Tell Everyone You Know.......2007-05-30
Easy read, great information. Solid tips. Relates to all sales jobs, and All Sales associates who "want" to succeed, will get it!
Awsome Read!!!.......2007-05-26
I was able to apply some of his ideas on the very next customer that came into my store! This is a MUST READ for the way a customer service employee (or boss) should treat every customer - whether on-line or in-person. This should be required reading in every business class in the country.
This will keep you on your toes.......2007-02-20
Just a fabulous book about customer service. Fun, practical and inspiring to say the least. I email some of the best ideas out to our team every day. I am really enjoying this book!
Customer service....who really can define it?.......2007-01-19
This book is very easy to read. I personally read it in less than 1 week because all the recomendations and practical advices of Gitomer really are sense common and any organization would have a tremendous benefit if do apply at least the 40% of the customer service rules listed by this book. Also offers information about why the customer satisfaction is the lowest level for a long term relationship and why a loyal customer should be the goal to get for any person involved in the sales and marketing world. Highly recommended.
Book Description
The recent history of shopping has been defined by decade-long periods of dynamic change. The ’80s were the decade of the mall, with the explosion of malls being built, resulting in shoppers flocking to these new centers of retail. The ’90s were the decade of the discounters, as Wal-Mart rolled out their discount shopping experience from their base in the heartland to both coasts and many other discounters, Target and Kohl’s among them, following suit. The first decade of the new millennium is the decade of luxury, with retailers offering an expanded range of traditional heritage brand luxury to the “classes,” and retailers serving the mass market offering up new, more affordable versions of luxury for the “masses.” We are now into the second half of that decade and the logical question is “What’s next?”
Shopping will answer this question using the three tools that give marketers and retailers “future vision” – as discovered by Pam Danziger, president of marketing consulting and research firm Unity Marketing.
Customer Reviews:
Don't waste your time.......2007-07-24
This book is terrible - based on a "formula" that is pure conjecture and intuitively incorrect: Your likelihood of buying something is equal to (Need + Feature set + Affordability) x Emotion^2.
To suggest that your propensity (to use her word) to buy something will always increase with each additional feature is obviously wrong. Too many features kills a product.
To suggest that your propensity is affected by the square of your emotional response (to the retail store you are in or something else) is completely without evidence. At best, the idea that emotion has more impact than the other terms is argueable. To couch that idea in a mathematical "formula" suggests the author is a charlatan.
Furthermore, the book interrupts the flow of text with magazine style "sound bites", which gives the impression the author either believes that a) the reader is skimming and needs to be prompted to stop and read this section, or b) the author is in such love with her prose it needs to be repeated a second time in larger font.
Don't waste your time (let alone your money) with this book.
Fabulous Business Retail Advise.......2007-01-10
This book is a must read for any retailer or wholesaler needing to re-envent themselves regarding understanding how the consumer buys and what they must do to grab the consumers attention. It is not all about price. The shopping habits are changing and the retailer needs to understand that they must also change in order to survive todays business environment. Pam has really nailed this one from all angles and support comes from her complete research findings. Great Job and REMARKABLE INFORMATION.
Book Description
Nothing affects customer perception of a strategy or brand more than a personal experience (or listening to someone share that experience!). Customer service trainers Kevin Billingsley and Brooke Billingsley show managers and employees 23 ways to create a positive and memorable customerexperience. The authors developed these lessons after many years of working in the health care industry, creating mystery shopping programs, and managing their training firm that has tracked hundreds of thousands ofcustomer service encounters.
Customer Reviews:
Happy Customers - Better Business.......2007-10-02
It is more profitable to retain a customer than to find a new one, with this book, that should never be a problem again. Easy to read, entertaining and practical, this book offered me things that I could implement in my business today.
They say it takes a village to raise a child, in your company it takes the team to create Happy Customers.
I strongly recommend this book to anyone who is looking for ways to increase their profit margin with current customers. Happy customers refer other happy customers.
Hazel M. Walker
Referral Marketing Strategist
Book Description
The bestselling authors of Dealing with People You Can't Stand deliver proven tactics for exceptional customer service
In today's consumer-driven market, the first commandment is love thy customer. As highly sought-after corporate trainers and speakers, Rick Brinkman and Rick Kirschner use their trademark no-nonsense style and innovative communication techniques to win over even the most difficult customers, keeping them satisfied and loyal. Their unique, user-friendly approach to customer service focuses on the personal interactions between businesses and customers that can make or break the deal.
Love Thy Customer provides people-oriented advice for short-term success and long-term growth, including:
- Skills and strategies to win customers over
- Tactics to prevent customer dissatisfaction
- Maneuvers to resolve a full range of problems
- Ways to maintain customer focus
- Methods for business owners to cultivate a strong service ethic
Customer satisfaction is more important than ever, and Love Thy Customer delivers the strategies that build a strong and loyal consumer base.
Customer Reviews:
One Of The Best Books On Customer Relations!.......2006-04-10
When I first saw this book on the shelf of my favourite bookstore, I thought that it would be one of those boring and technical textbooks on CRM. I'm glad I was wrong! The book is extremely well-written. I couldn't put it down after reading the first chapter - it was a great introduction having the poems start of the entire topic of customer relationships. This book really changed my entire viewpoint on client-supplier relationships and I'm glad to bought it for my wife.
My wife found this book to be extremely useful and fun to read. Afterall, she's in the business of customer relations. She commented that this book was very engaging and light-hearted. It's like reading a coffee-table book on a Sunday afternoon, and I agree. Definitely one of the better books on the subject on customer relationships in the market. Recommended to those who are in the service industry, especially in the field of customer service and customer relations management. It's so much better than reading those tedious CRM textbooks!
Written with love and respect for service providers.......2005-09-22
Whether you're a service provider, manager, or business owner, when you are called to serve, it all comes down to you. We wrote this book to help you, in that moment, to give your best and get the best in return.
The book has two sections, one on True Love, one on Tough Love. The first section reveals the power your words and actions have to either simplify your job in delivering the best service, or complicate your life and the life of your customer. The second part of the book is about how to bring out the best in customers at their worst, and makes a positive addition to the material in our international bestseller 'Dealing With People You Can't Stand: How To Bring Out The Best in People At Their Worst.'
We wrote this book with your needs and interests in mind. While there are plenty of books on customer service, we hope that what we've developed is the easiest to understand and implement and returns the most benefits to you, the service provider, manager and business owner. If we achieved what we set out to achieve, you'll love the book and your customers will love your service!
Book Description
Harry Beckwith, bestselling author of Selling the Invisible and the Audie award-winning The Invisible Touch, reveals how businesses need to think, plan, communicate and best serve clients in this 'tool kit' for putting together an effective marketing plan. In WHAT CLIENTS LOVE, Harry Beckwith once again discusses effective business tactics with the practical, down-to-earth style that has made him a bestselling author and trusted marketing expert. Beckwith explains the sheer simplicity of a marketing plan-how to find your company's position, how to define a brand, and how to manage that brand so it has its full and overwhelming impact.
Customer Reviews:
Permission to Think!.......2003-05-14
As a business owner, I've never allowed myself to think. (didn't want to recreate the wheel, ya know.) I read to glean ideas and apply them where I think they might fit.
Wrong, Wrong, WRONG!!!
He emphasizes how important "my" clients are and that I know better than anybody else what my clients love. It took WHAT CLIENTS LOVE to get me to act on that knowledge. My initiative has grown exponentially, because of this book. Bet my business will mirror my ambition now!
His style is not the academic, "I-know-best, nose-up-in-the-air" pontification. He shares his painful bombs, and near-successes too(How he grew!!) His honesty is refreshing and helpful.
This is my first subject from Mr. Beckwith. It will not be the last.
Average customer rating:
- Put a lock on customer loyalty!
- Give Your Manager A Copy Of 'Customer Love'
- Read This One Twice
|
Customer Love
Chip R. Bell
Manufacturer: Executive Excellence Publishing
ProductGroup: Book
Binding: Hardcover
General
| Business & Investing
| Subjects
| Books
Customer Service
| Industries & Professions
| Business & Investing
| Subjects
| Books
Similar Items:
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Magnetic Service: Secrets of Creating Passionately Devoted Customers
ASIN: 1890009784 |
Book Description
Bell explains how customer loyalty depends on devotion or love.
Customer Reviews:
Put a lock on customer loyalty!.......2000-12-06
I was cruising through an out-of-town newspaper and saw that Customer Love was number two on the Best Seller List. I figured a book endorsed by Bob Crandall and Ken Blanchard must be pretty good. As it turned out, the book was great. It's easy to read, packed full of useful information, grabs you on the first page, and holds you all the way through. If you want a lock on customer loyalty in today's competitive marketplace, get a copy and read it today.
Give Your Manager A Copy Of 'Customer Love'.......2000-11-21
" Which companies do I love?" " Which companies appear to be competing with others to capture my love?" (These are some of the questions I began to ask myself as I was reading this great book). My first answers were "none." Then I began to answer by naming specific people --- my GP, my dentist, my hair stylist, my realtor, my pastor, my coach, etc. --- but no COMPANIES. "Give your manager a copy of CUSTOMER LOVE" is what I'm going to start telling those indifferent managers and employees I encounter and upon whom I depend. This book is a how-to-get customer love library in one small volume. It is inspiring.
Mike Thomas, Co-author of Getting Commitment at Work: A Guide For Mangers and Employees
Read This One Twice.......2000-11-01
Read it once for the warm stories and read it again for the solid business advice. While I often thought to myself "Oh yeah, I knew that", I looked around and found I wasn't DOING it. It's a quick read - flows very nicely - and then you hit one of those points that makes you stop and think for a while. Think I'll carry some copies with me as I travel and give one to every airline rep, hotel clerk, restaurant manager and rental car associate who still doesn't understand the value of a long term customer. The company's who read and follow Chip's advice will have people lined up to do business with them.
Book Description
This digital document is an article from Customer Interaction Solutions, published by Thomson Gale on March 1, 2005. The length of the article is 2048 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: Customers love online interaction.(CONTACT CENTER TECHNOLOGY)
Author: Cindy Curtin
Publication:
Customer Interaction Solutions (Magazine/Journal)
Date: March 1, 2005
Publisher: Thomson Gale
Volume: 23
Issue: 9
Page: 60(4)
Distributed by Thomson Gale
Book Description
This digital document is an article from Label & Narrow Web, published by Rodman Publications, Inc. on May 1, 2005. The length of the article is 2418 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: Foil applications: hot, cold, flat, rotary, solid, flexible, sleeves, rings. However it's accomplished, customers love it.
Author: Jack Kenny
Publication:
Label & Narrow Web (Magazine/Journal)
Date: May 1, 2005
Publisher: Rodman Publications, Inc.
Volume: 10
Issue: 4
Page: 56(5)
Distributed by Thomson Gale
Book Description
This digital document is an article from Do-It-Yourself Retailing, published by National Retail Hardware Association on February 1, 1999. The length of the article is 689 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: The projection that electronic commerce will grow tenfold from $27 billion to $270 billion by 2002 presents retailing with vast opportunities in boosting the bottomline. However, the belief that retailing remains a social experience could undermine the absolute acceptance of shopping over the Internet. Although the Internet as a shopping option offers many benefits, such as a wide inventory of products that is available 24 hours a day and seven days a week, a substantial number of consumers still count personal service as an important part of the whole shopping experience.
Citation Details
Title: Give customers a little love; they'll need it in Cyberland.(customer service and online retail industry)(Column)
Author: John P. Hammond
Publication:
Do-It-Yourself Retailing (Magazine/Journal)
Date: February 1, 1999
Publisher: National Retail Hardware Association
Volume: 176
Issue: 2
Page: 8(1)
Article Type: Column
Distributed by Thomson Gale
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