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 …
Customer Service
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 …
Summary: Oversubscribed – How to Get People Lining Up to Do Business with You by Daniel Priestley
Being oversubscribed is the way for you to do your best work and spend more time with your existing customers than endlessly chasing new ones. …
Summary: Talk Triggers – The Complete Guide to Creating Customers with Word of Mouth by Daniel Lemin and Jay Baer
Yes, a Unique Selling Proposition (USP) is important but what’s equally important is a talk trigger. The problem with USP is that almost every company …
Summary: Fanocracy by David Meerman Scott and Reiko Scott
Kindle | Hardcover | Audiobook Competition in business used to be down the street. Today, with the rise of the Internet and social media, competition …
Summary: The New Gold Standard by Joseph Michelli
Among the luxury space, Ritz-Carlton hotels regularly rank the highest in guest satisfaction, and it has won the reader polls as the best luxury hotel …