Customer Loyalty Guaranteed. Create, Lead and Sustain Remarkable Customer Service. Chip R. Bell & John R. Patterson.
Image via WikipediaCustomer Loyalty Guaranteed. Create, Lead and Sustain Remarkable Customer Service. Chip R. Bell & John R. Patterson. 2007. ISBN 9781598694680. Great little book – a true pocket book that you can carry around while you savour the great ideas and clear simple examples given.
Pearls of wisdom that I gleaned:
- Measures of satisfaction are not equal to predictors of return visits nor of customer loyalty
- There are many types of customer heroes,; how do you recognize, support and guide them?
- How does a leader treat the workers . Ie. in construction how does he treat carpenters and operators?
- What happens with a error? A rebuke or an opportunity to learn?
- No …buts. You did an amazing job , but
- What do you want to be famous for?
- The dash boarding ideas in Chap 19.
I suggest this is a good leadership and hr book. Lots to learn from it and it gives you how tos not do nots.
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Category: Leadership
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