"I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad

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More About This Book

Overview

"I highly recommend reading this book!" -Tony Hsieh, CEO, Zappos.com

Lots of businesses are respected, but only an elite few have passionate, loyal, vocal fans. The kind of customers who not only come back time and time again, but rave to friends, family, and even strangers. The kind who can drive explosive growth via e-mail, blogs, Facebook, and Twitter. Jeanne Bliss is an expert on what it takes to earn that kind of customer.

Bliss has studied and worked with many beloved companies, from longtime successes like Wegmans and Harley-Davidson to relatively new companies like Zappos and The Container Store. They all make the same five fundamental choices. Their reward: an army of fans who say things like, "I'd marry them if I could," and "I love you more than my dog!"

What People Are Saying

Bruce D. Temkin
"Jeanne Bliss has written the right book at the right time. She identifies the key decisions that lead to great customer experiences. I recommend that all executives interested in customer experience read this book, and pass it on inside their company."--(Bruce D. Temkin , VP & principal analyst, Customer Experience, Forrester Research, Inc.)
Kip Tindell
"Now more than ever, successful companies must have a deep-rooted passion for and commitment to delivering the utmost in customer service-there's no other option if you want to stay afloat in this day and age. Adopting Jeanne's five decisions will ensure your customers 'do a little dance' every time they interact with your brand."--(Kip Tindell, chairman and CEO, The Container Store)
Tony Hsieh
"If you want to be a business that is defined by not only how many new customers you acquire, but also the number you keep and how passionately they help spread the word, then I highly recommend reading this book!"--(Tony Hsieh, CEO, Zappos.com)

Product Details

  • ISBN-13: 9781591844419
  • Publisher: Penguin Group (USA) Incorporated
  • Publication date: 10/25/2011
  • Pages: 224
  • Sales rank: 205,305
  • Product dimensions: 8.42 (w) x 5.52 (h) x 0.60 (d)

Meet the Author

Jeanne Bliss began her career at Lands' End as a customer service pioneer and went on to serve as the chief customer executive at Allstate, Microsoft, and other companies. She is now the president of CustomerBliss, with clients such as AAA, Johnson & Johnson, and Symantec.

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