September 6th 2009
Customer Service books
The Starbucks Experience. Joseph A. Michelli. 5 Principles for turning ordinary into extraordinary. “This book gives you a series of practical, proven ideas and strategies that you can apply immediately to build a more successful business. Key the five steps are:
Reach out to entire communities
Listen to individual workers and consumers
Seize growth opportunities in every market
Custom-design a truly satisfying experience that benefits everyone involved
The five steps are:
- Make it your own
- Everything matters
- Surprise and Delight
- Embrace Resistance
- Leave your mark
Take Their Breath Away.How Imaginative Service Creates Devoted Customers. Chip R. Bell & John R. Patterson. 2009. ISBN 9780470443507. A prolific pair of writiers in thi space. I agree with their core belief that the key to a successful enterprise is value-added service, and the secret to great customer service is surprising customers with a value-unique experience. Take Their Breath Away provides ideas and insights for all who want to create a stunning, mind-blowing customer experience. Lots of case studies and stories from their experiences. A good read.
0071548335. The author emerged with the key principles leaders that 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
His five key principles are:
- Define and refine
- Empower through trust
- Its not about you
- Deliver Wow!
- Leave a lasting footprint.
Another thorough book – lots to learn here.
Related articles by Zemanta
- Customer Service: New Ways of Earning Business (womensblog.score.org)
- 25 Steps To Fortify Your Customer’s Brand Relationship With You… (thecustomercollective.com)
- “Customer service is public service” (cnewmark.com)
- Customer Service Winners and Losers (misswhiplash.wordpress.com)
- The Best Service is No Service. Bill Price and David Jaffee, a guest post by David Greer
- wired and dangerous. how your customers have changed and what to do about it. Chip R. Bell & John R. Patterson.
- Customer Loyalty Guaranteed. Create, Lead and Sustain Remarkable Customer Service. Chip R. Bell & John R. Patterson.
- What generates the highest profit margin, product or service? Pricing part 3
- The Experience Effect. Engage your customers with a consistent and memorable brand experience. Jim Joseph.