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"I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad
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$ 17.90
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| Item Number |
1548019 |
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Item Description...
Product Description
"believe in this book!"-from the Foreword by Colleen Barrett, president emeritus, Southwest Airlines
What makes the difference between having customers who like you and customers who love you?
Lots of businesses are respected, but only an elite few have passionate, loyal, vocal fans. The kind of customers who not only come back time and time again, but rave to friends, family, and even strangers. The kind who can drive explosive growth via e-mail, blogs, Facebook and Twitter.
Jeanne Bliss is an expert on what it takes to earn that kind of customer. The bad news, she says, is that there's no shortcut; the world's biggest marketing budget can't make people love you. But the good news is that a company can become beloved-if you commit to five essential decisions about how to run your business.
Bliss has studied and worked with dozens of beloved companies, ranging in size from large to small, from longtime successes like Wegman's and Harley-Davidson, to relatively new companies like Zappos, The Container Store, and Zane's Cycles. Despite their diversity, they all make the same five fundamental choices. For example:
* Griffin Hospital, a regional hospital in Connecticut decided to believe in their patients and give them full access to their medical records; ending secrecy led to a sharp decrease in lawsuits.
* Apple decided with clarity of purpose to make their stores easy to hang out in, despite the extra cost.
* Amy's Ice Cream of Austin, Texas decided to be real by expecting potential employees to be fearless and creative, starting with a white paper bag application.
* Zane's Cycles, a Connecticut bike shop that sells 13 million dollars' worth of bikes and supplies a year, decided to be there for riders by giving away parts that cost less than a dollar.
* Netflix decided to say "sorry" before most customers even realized there was a delay in shipping dvds.
The common denominator, explains Bliss, is that beloved companies consistently find ways to weave their humanity into their business decisions. They never lose sight of the people affected by everything they do. Their reward: an army of cheerleaders and volunteer publicists who tell everyone they know over the internet and urge friends and colleagues to try these companies, with statements such as, "I'd marry them if I could," and "I love you more than my dog!"
If you're ready to join this elite group, Bliss's advice and case studies can help you drive growth and profit in any economy.
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Item Specifications...
Pages 224
Dimensions: Length: 8.4" Width: 5.7" Height: 1"
Weight: 0.8 lbs.
Binding Hardcover
Release Date Oct 15, 2009
ISBN 1591842956
EAN 9781591842958
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Availability 7 units.
Availability accurate as of Feb 07, 2012 03:44.
Usually ships within one to two business days from Commerce GA.
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Reviews - What do our customers think?
 | Thought provoking case studies Dec 15, 2009 |
I recommend this book to anyone who is dealing with the "But we can't because" syndrome. "I Love You More Than My Dog" is a collection of easy-to-read and understand case studies that provides thought provoking ideas on delivering customer service. She shows how companies overcame legal and regulatory barriers, fear of legal issues and "we've always done it this way" barriers to take customer service to new heights.
Read the entire book or just a few pages and you'll immediately begin the process of self-reflection and focus on the parellel between the case studies and your work.
It's not Pollyanna, it's not an instruction book--but it is the first step to identifying problems and getting your plan in place. It forces you to think--and then act. | | |  | Get one for your all employees! Dec 1, 2009 |
| During a time when garnering sales and finding and keeping customers is so critical, Jeanne Bliss' new book[[ASIN:1591842956 "I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad]) is a real gem. She boils down great customer service to a few simple decisions that can help you get and stay on track to building a stronger and more satisfied (read; more productive and profitable) customer base. Every employee should have Jeanne's book in their office. | | | | Highly Recommended! Nov 22, 2009 |
| Jeanne is the expert when it comes to understanding what customers want and how they want to be treated. I've owned my business for 23 years and I still find there is plenty to learn from Ms. Bliss. I especially enjoyed the "challenge" questions: easy to digest, compelling and fun. I also like her paired down writing style as she gets to the point quickly without the fluff. How many books about business relations can you say that about? | | | | Sound business advice that is unfortunately applied all too rarely Nov 19, 2009 |
It seems that every news cycle is filled with stories of companies that are executing a business plan based on the premise that their customers are nothing more than a faceless and emotionless source of revenue. Into this mix, there is also the occasional story of a company in this category suffering dramatic and extremely steep losses due to lack of customer loyalty. In this environment, it seems clear that there is a great deal of room at the top for companies and organizations that do the extra things that will generate and maintain customer loyalty. That is the point, and it is a very valid one, of this book.
Bliss puts forward five basic principles, called decisions that companies can make that will put them on the road to having customers care about the status of the company they deal with. Many organizations declare these principles but very few of them live them because it requires courage and willingness to go outside the common practice and accept what will be lower profits in the short term. Those decisions are:
*) Decide to believe - this is a suspension of a cynical view of customers and employees. The strategy is to believe in the basic decency of both.
*) Decide with clarity of purpose - declaring and implementing the belief that the primary purpose of the company is to serve customers and that profits are a consequence of that.
*) Decide to be real - a decision to forgo hype and deception and exchange it with honesty and integrity, even when the company is in the wrong.
*) Decide to be there - the decision to never take a day or a play off; always be in a position and willing to do something extra for the customers and employees.
*) Decide to say sorry - as a great deal of evidence indicates, one of the best ways to maintain customer loyalty is to admit mistakes and make a genuine and heartfelt apology. Accompany the apology with a real effort to make amends.
No company is recession proof and immune from dramatic shifts in the economy. Nevertheless, as the case examples in this book demonstrate, being "compassionate in pursuit of profit" is a strategy that will retain customers and quality employees, a cushion that will increase your chances of surviving the tough times.
| | | | A "must read" for everyone in business! Nov 18, 2009 |
| This book is a must-read for anyone and everyone in business! We all need to be reminded from time to time what makes a great customer experience and what sets apart leaders in the market from others. Jeanne does a great job writing a book that is short enough, quick enough and straight forward enough that anyone, anywhere in any business can connect with the "Five Decisions That Drive Extreme Customer Loyalty." Brands like Zappos, Trader Joes, LUSH Cosmetics and The Container store make this book both relatable and relevant to all readers--employees, CEOs, customers and marketers alike. If this book doesn't inspire you to create your own customer journey with your customers or your business,nothing will. All my employees got a copy! | | | Write your own review about "I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad
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