How You Do... What You Do: Create Service Excellence That Wins Clients for Life

( 3 )

Overview

Between the challenges of escalating competition, well-informed clients, and dismal customer service, today's marketplace is becoming more and more crowded. The result is that your clients have more influence and choices than ever before. If you or your organization do not consistently satisfy and surpass their expectations, your clients will take their buying power elsewhere. It's that simple. But by establishing service excellence as your top strategic and cultural priority, you will foster the strong ...

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Overview

Between the challenges of escalating competition, well-informed clients, and dismal customer service, today's marketplace is becoming more and more crowded. The result is that your clients have more influence and choices than ever before. If you or your organization do not consistently satisfy and surpass their expectations, your clients will take their buying power elsewhere. It's that simple. But by establishing service excellence as your top strategic and cultural priority, you will foster the strong relationships needed to win--and retain--loyal clients.

In this breakthrough book, customer service expert Bob Livingston gives you practical tools for transforming your approach to serving clients by strengthening “how you do what you do.” Whether you're a business leader, a client service executive, a sales manager, or an individual, you can differentiate yourself from competition by adopting Livingston's simple yet proven roadmap for achieving Service Excellence.

In How You Do . . . What You Do, Livingston imparts a clear, step-by-step blueprint for transforming your culture, attitudes, and behaviors by illustrating how to:

  • Develop and live your Purpose and Values
  • Understand your clients' soft needs, and create plans to satisfy them
  • Seek continuous improvement by stimulating creativity and innovation
  • Keep your service-oriented culture growing
  • Create a passion for Service Excellence

Livingston draws upon a lifetime of experience in which he has achieved measurable success helping many companies shape their service cultures--most notably CROSSMARK, an international consumer products sales and marketing agency, whose remarkable transformation stands out as one of the strongest proof statements for this methodology. Throughout, Livingston benchmarks other great companies renowned for their service excellence, including Accenture, Henry & Horne, ECRM, The Nielsen Company, TBWA\Worldwide, Four Seasons, and many others.

Properly executed, this compelling and inspirational approach to service virtually guarantees the client loyalty that will set you apart from competition, and distinguish you by How You Do . . . What You Do.

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What People Are Saying

Duncan Mac Naughton
"How You Do. . .What You Do is a great read with immediate application! Bob's extensive experience validates how service wins in today's marketplace."--(Duncan Mac Naughton, Executive Vice President, SUPERVALU)
John J. Lewis
"How You Do. . .What You Do showcases the full range of skills, strategies, and commitments that are required to become a top performing service organization. It is an inspirational book."--(John J. Lewis, President & CEO North America , The Nielsen Company)
John Thompson
"I have experienced first hand the insights and reflections Bob has captured in How You Do. . .What You Do. If you will allow just a measure of Bob's passion and knowledge to impact your life you will be on your way to providing service clients truly appreciate."--(John Thompson, COO, CROSSMARK)
Art Drogue
"How You Do. . .What You Do's messages are grounded in the reality of business. Anybody who wants to understand the competitive advantages that come from a service mentality must read this book."--(Art Drogue, Senior Vice President Customer Development, Unilever USA)
Steve Schmidt
"Bob Livingston provides a simple method for implementing world class service that will grow any business. Read this book and you will return your investment a thousand fold."--(Steve Schmidt, CEO, Office Depot Business Solutions)
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Product Details

  • ISBN-13: 9780071592789
  • Publisher: McGraw-Hill Professional Publishing
  • Publication date: 5/9/2008
  • Edition number: 1
  • Pages: 282
  • Sales rank: 735,024
  • Product dimensions: 6.30 (w) x 9.10 (h) x 1.20 (d)

Meet the Author

Bob Livingston is CEO of REL Communications, a consulting group specializing in company, team, and personal transformations. In writing this book, Bob has drawn upon his personal experiences, insightful observations, and esteemed career as a senior sales executive with Unilever and a respected consultant to the consumer products industry.

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Table of Contents


Foreword   David Calhoun, Chairman and CEO$dThe Nielsen Company     ix
Introduction: A Service Revolution     1
The Beginning
The State of Service     9
Why Change?     23
How to Change: The Roadmap     35
The Transformation
Develop Your Purpose     51
Establish Your Values     63
Understand Client Needs     79
Satisfy Client Needs     95
Create a Service Action Plan     123
Adopt the Traits of Great Service People     141
The New Beginning
Seek Continuous Improvement     163
Keep the Culture Growing     185
Who Owns the Culture?     211
So Once Again, Why Change?     231
What Do You Do Next?     269
Afterword     277
Acknowledgments     283
Index     289
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Customer Reviews

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Sort by: Showing all of 3 Customer Reviews
  • Anonymous

    Posted August 12, 2008

    A MUST READ!

    I was very lucky to be involved in Bob Livingston workshops for the last 4 years with CROSSMARK. Bob is a wonderful man who reminds me alot of my grandfather. Bob Thank you for all the knowledge and power to change how I do what I do, and what I should expect from others! GREAT BOOK!

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  • Anonymous

    Posted July 26, 2008

    This should be required reading for everyone!

    This book clearly spells out the importance of good customer service and what makes good customer service. Everyone should read this book - especially those in the work place. I found the points made in this book to be helpful to anyone. It's clearly written and in an entertaining way which makes for an easy and quick read. Because it's written so well, you remember the messages, whereas with other books it's easy to forget. Bob also gives a plan on how companies can improve customer service - it's a gift that typically you need to pay a lot of money for. A must read!

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  • Anonymous

    Posted May 27, 2008

    A reviewer

    The author captured extraordinary life experiences that relate to my career. The book is a mini series of business executives' best practices that caused me to reflect on what I do everyday as a consultant and how I can do what I do more effectively. What a motivational read! I have already recommended 'How You Do-What You Do' to my clients' senior executives-especially their sales teams.

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