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MarketingRazor.com > Books + Guides > Customer Service

Raving Fans: A Revolutionary Approach To Customer Service

By Ken Blanchard

William Morrow
Released: 1993-05-19
Hardcover (160 pages)

Raving Fans: A Revolutionary Approach To Customer Service
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"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans."

This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.

Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.

America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.

The Ultimate Question: Driving Good Profits and True Growth

By Fred Reichheld

Harvard Business School Press
Hardcover (210 pages)

The Ultimate Question: Driving Good Profits and True Growth
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CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits. These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of detractors—customers who complain loudly about the company and switch to competitors at the earliest opportunity.

Based on extensive research, The Ultimate Question shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. Vivid stories from leading-edge organizations illustrate the ideas in practice.

Practical and compelling, this is the one book—and the one tool—no growth-minded leader can afford to miss.

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

By Joseph Michelli

McGraw-Hill
Hardcover (224 pages)

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
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Discover the secrets of world-class leadership!

When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.

The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as:

  • Understanding the ever-evolving needs of customers
  • Empowering employees by treating them with the utmost respect
  • Anticipating customers' unexpressed needs and concerns
  • Developing and conducting an unsurpassed training regimen

Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them.

The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know

By Jeffrey Gitomer

Bard Press
Hardcover (256 pages)

Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
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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

Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations

By Leonard L. Berry

McGraw-Hill
Hardcover (256 pages)

Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations
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Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries.

Drs. Berry and Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews with leaders, clinicians, staff, and patients, as well as observing hundreds of clinician-patient interactions. The result is a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service.

By examining the operating principles that guide every management decision at this legendary healthcare institution, the authors

  • Demonstrate how a great service brand evolves from the core values that nourish and protect it
  • Extrapolate instructive business lessons that apply outside healthcare
  • Illustrate the benefits of pooling talent and encouraging teamwork
  • Relate historical events and perspectives to the present-day Mayo Clinic
  • Share inspiring stories from staff and patients

An innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization.

Little Red Book of Sales Answers: 99.5 Real World Answers That Make Sense, Make Sales, and Make Money (Jeffrey Gitomer's Little Books)

By Jeffrey Gitomer

FT Press
Hardcover (208 pages)

Little Red Book of Sales Answers: 99.5 Real World Answers That Make Sense, Make Sales, and Make Money (Jeffrey Gitomer s Little Books)
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What's the Secret: To Providing a World-Class Customer Experience

By John R. DiJulius

Wiley
Hardcover (320 pages)

What s the Secret: To Providing a World-Class Customer Experience
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What's The Secret? finally answers the question and reveals how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis while the majority of businesses struggle with getting much smaller teams to do it right. But this book doesn't just reveal what the best customer service companies do; it reveals how they do it. After all, that's the hard part. Author John DiJulius, considered the authority on customer service, has cracked the code through his extensive experience at helping large companies deliver superior service, and he knows the best practices of the world-class customer service companies. Now, he shares that inside knowledge and shows readers how to emulate these high standards of service in their own businesses, no matter how small or how large. With proven action steps and non-negotiable customer service standards, any business owner or leader can differentiate their business by becoming a customer service powerhouse.

The Big Book of Customer Service Training Games (Big Book)

By Peggy Carlaw

McGraw-Hill
Paperback (209 pages)

The Big Book of Customer Service Training Games (Big Book)
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Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.

How to Become a Rainmaker: The Rules for Getting and Keeping Customers and Clients

By Jeffrey J. Fox

Hyperion
Released: 2000-05-17
Hardcover (192 pages)

How to Become a Rainmaker: The Rules for Getting and Keeping Customers and Clients
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Filled with smart tips given in the Fox signature style, counter- intuitive, controversial, and practiced, this hard-hitting collection of sales advice shows readers how to woo, pursue, and finally win any customer. In witty, succinct chapters, Fox offers surprising, daring, and totally practical wisdom that will help readers rise above the competition in any company in any field. A terrific resource for CEOs, as well as anyone looking to distinguish themselves in salesbe it books, cars, or real estateHow to Become a Rainmaker offers the opportunity to rise above the competition in any company, in any field.

Human Sigma: Managing the Employee-Customer Encounter

By John H. Fleming

Gallup Press
Hardcover (216 pages)

Human Sigma: Managing the Employee-Customer Encounter
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The groundbreaking methodology Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service. In the face of widespread perceptions of abysmal customer service and disengaged employees — and all-too-real declining profit margins — the need for change is obvious. Human Sigma addresses this need with an exciting new method for managing customer-employee relations that increases both productivity and profitability. It incorporates cutting-edge research in the neurosciences and behavioral economics — including brain imaging research into customer’s emotional connections to the companies they love — with proven techniques for improving workforce performance and revenues generated from existing customers. This practical handbook appeals to senior leaders and line managers alike who are looking for a way to dramatically increase productivity, retain high value customers, and enhance organizational performance.

 
 


   

 
 

   
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