Summary: The Amazement Revolution By Shep Hyken
To keep external customers happy, you must make sure your employees know that you care about doing what’s right by them, day after day after …
Customer Service
Summary: The Experience Economy By B Joseph Pine II
Welcome to the Experience Economy Experiences are as distinct from services as services are from goods, but one that has until now gone largely unrecognized. …
Summary: What the Customer Wants You to Know By Ram Charan
The Problem with Sales In many businesses, there is a glut of suppliers and more suppliers entering the market everyday, and thanks to the Internet, …
Summary: The Apple Experience By Carmine Gallo
Enriching Lives What does it mean to provide extraordinary customer service? Well, if you study the brands that do it well such as Disney, Four …
Summary: Excellence Wins By Horst Schulze
Three Universals There are three things your customers want. First, they want a product or service or other output with no defects. Let’s say you’re …
Summary: The Zappos Experience By Joseph Michelli
PRINCIPLE #1 Serve a Perfect Fit Keeping together is progress. Working together is success. —HENRY FORD Let’s assume you have a job opening. Your final …
Summary: The Ten Principles Behind Great Customer Experiences by Matt Watkinson
#1 Great customer experiences strongly reflect the customer’s identity Our beliefs and values play a decisive role in our behavior as customers. Those experiences that …
Summary: Winning Her Business by Bridget Brennan
Women are one of the world’s biggest growth markets, and meeting their needs as customers is key to succeeding in the modern economy. Women have …
Summary: Outside In by Harley Manning, Kerry Bodine
All mature companies routinely perform a set of sound, standard practices that result in a high-quality outcome. That’s just as true for the accounting firm …
Summary: Be Our Guest by Theodore Kinni
Disney’s Approach to Quality Service Compass Point 1: Guestology Guestology is what Disney calls the art and science of knowing and understanding customers. It …
