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 …
Customer Service
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 …
Summary: Uncommon Service by Anne Morriss, Frances Frei
You Can’t Be Good At Everything To achieve service excellence, you must underperform in strategic ways. This means delivering on the service dimensions your customers …
Summary: The Cult of the Customer Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists by Shep Hyken
Satisfied customers are not loyal customers In today’s competitive landscape, satisfied customers are rarely enough. Satisfied customers rarely drive loyalty. It’s the total customer experience, …
Summary: The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi
The new battleground for customer loyalty Delighting customers in the service channel doesn’t always pay. Customers whose expectations are exceeded are only marginally more loyal …
Summary: Would You Do That to Your Mother?: The “Make Mom Proud” Standard for How to Treat Your Customers by Jeanne Bliss
Picture your mom. Picture her life. Picture her face. As you serve your customers and affect their lives, picture how does that have an impact …
Summary: The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business by Blake Morgan
Guiding Principle #1 Customer experience mindset What you can learn from Sephora’s customer experience mindset: Think of your company more like a lab than a …
