Jeanne Bliss, who served as a senior customer executive at five major companies, says there’s no shortcut to becoming beloved—you can’t hire a fancy marketing firm to get there. You earn it by how you decide to run your business—as Wegman’s and Harley-Davidson have for decades and as relatively new companies like Zipcar and Zappos are doing right now.
After studying and working with dozens of beloved companies, Bliss has identified five key decisions that lead to customer devotion:
• Decide to believe
• Decide with clarity of purpose
• Decide to be real
• Decide to be there
• Decide to say “sorry”
Her examples and advice will help readers sustain growth and profit even in a tough economy.
|Penguin Publishing Group
About the Author
What People are Saying About This
"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.)
"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)
"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)