Reviews (5)

Excellent training resource
I do a lot of human resources training in my work, and have recommended this book to numerous organizations. It is well written, and makes its points clearly and without unnecessary theorizing. I also have never before seen customer service presented from the perspective that the server isn't doing it for the customer or the company, but for their own sense of excellence and satisfaction.

Insightful!
Val and Jeff Gee bring their extensive experience in employee training to a simple, yet effective book version of the training sessions they designed for top corporations. They offer seven critical ideas - keys - to providing outstanding customer service. Each one builds upon the premise and actions of the previous one, making these lessons sensible, precise, and natural to put into practice. The book illustrates each key with anecdotes, case histories, boxed lists, cartoons, and exercises. This creates an interactive learning experience. Nicely written in an upbeat, conversational style, it does not talk down to the reader or take the tone of a cold, authoritarian "employee manual." Neither is it condescending by being overly simplified in thought or tone. We [...] recommend this book to anyone whose position involves serving customers, or supervising those who do.

Gem of a book
Super Service is one of the rare books on this subject that delivers what it promises. Val Gee and Jeff Gee know their stuff and communicate it with real style and enthusiasm. Moreover the tips are practical easy to implement and inspirational.

Inspirational
I'm an independent consultant who was in a group who heard you talk about Super Service. I was sitting there listening and thinking,YES!!! this is how I am. YES!!! this is what I believe. YES!!! this is how I treat my customers. YES!!! they must be very happy with me. BUUUTTT...you got me thinking that I better find out if that's really the case--so as I was sitting there I decided to create a client survey. Thanks for the inspiration. I bought your book, and it is fabulous.

Great motivational book with lots of action steps
I work as a manager and after reading this book I have a new outlook on how to motivate me and my team. This book gives hands-on advice that I can put to use not only at work but in my personal life too. I never realized that everyone who is not me is my customer! This book is for everyone who wants to improve their business and personal life. ... Read more

Book Description

Praise for the Relationship Edge in Business

"A great coaching tool for every sales manager–finally, a book that outlines step by step how to build both strong customer and personal relationships."
–John M. Woychick, Senior Vice President, Sales
Pfizer Pharmaceuticals

"A trailblazing book! An innovative preceptive system that shows how to build long-term client relationships that are priceless. It will set you apart from the crowd!"
–Danny Cox, author, Leadership When the Heat’s On

"Time and time again, Jerry Acuff’s approach to selling has proven to work. A must-read for those who believe that successful selling is a part of their everyday life."

–Georges Gemayel, Executive Vice President
Genzyme Corporation

"If you need to learn how to build meaningful relationships with customers and colleagues, then learn what Jerry Acuff teaches and watch your investment flourish. He is a true sales guru."
–Heidi J. Gearhart, National Sales Director, HCV
Roche Laboratories ... Read more

Reviews (7)

Accentuate the Positive
Most business books hit you over the head with "must do" lists. In The Relationship Edge in Business, the book shows you how to establish and maintain positive relationships, how to be interested and open to many levels of relationships. Relationships enrich personal and professional lives and this book offers so many ideas with a friendly, "can do" tone. No matter who you are, these ideas can work.

My favorite chapter is Chapter 5, "It's a Small World After All." In this chapter, the author reminds us that connections can be made, even when the odds seem unfavorable. Positive connections lead to other positive connections.

Is anyone listening? it's about the long term relationship!
Jerry Acuff outlines methods not taught by many companies. Although said companies devote time and capital to train sales forces about their products or services, most do not spend any time teaching the skill of building long term relationships with clients. This is a must read for the enlightened, forward-looking executive.

A better professional and personal life
As a professional sales person, I have long been aware that it is easier to sell to customers that like you. Just like anyone else, I hit it off with some people and not others. "The Relationship Edge in Business" provided me with an integrity-based path to improve relationships with all customers.

I read the book for one reason, I thought better relationships might translate into more sales, and I am sure it will. However, the book also touched me on a personal level. I've gained an outlook and process that I believe will improve my life outside of work.

A powerful yet simple to understand process
This book indeed goes where Dale Carnegie might have gone had he written the next logical book. The Relationship Edge in Business tells you exactly how to build meaningful relationships with people who are crucial to our success. It is full of real life stories of real life people practicing the 3 step process and experiencing unusual success. I found it very believable and easy to draw on the experiences and lessons shared in the book. IF relationahips are a key part of your success this is a great read.
The book is also grounded in sound yet lettle practiced principles about how to more effectively influence or persuade. A great business book that I will be studying not just reading

It's About Time
It is about time someone finnally has written a book that tells you exactly what to do to develop and grow a relationship. The great thing about what Mr. Acuff writes is that he lays out a clear and concise step-by-step approach. The Relationship Pyramid gives you a basis to assess where you are in the relationship process, and then he provides specific steps to take inorder to move the relationship to the next level.

Mr. Acuff also provides plenty of examples that illustrates exactly what can be accomplished by following the program. It is a must read for anyone who depends on strong business relationships to succeed.

A great side benefit is that it has helped me to dramatically improve my critical personal relationships as well. ... Read more

Reviews (11)

I'm recommending that all my managers buy a copy...
The size of our IT organization has exploded over the past five years as we've deployed new systems and products. The focus was always on delivering projects on time.

Well, we've grown up and now have to support those products. Oh, what to do: we've been technology driven, not service driven.

Along comes "IT Services" to provide a blueprint of how to go about implementing a services organization. There's practical advice on determining what "customers" want, what IT can offer, and what to do about the gap. It gives good examples of how to determine service costs. The sample "Service Level Agreement" in Appendix B and discussions of SLAs in the text is probably worth the price of the book alone.

Minor nitpicks - Sometimes the authors could spend a little more time explaining figures and tables: I'm still trying to figure out what authors are trying to convey in the first two rows of Table 5-4 (p. 51).

Overall, I had a hard time putting down the book. The more I read, the more ideas I had. I won't loan out this book for a while - I want to keep it close at hand. My staff will have to get their own copies...

Focus is on the critical production support processes
This book is one of, if not the, best guides to developing, implementing and managing a mature production support organization.

The value of this book is that it takes a business-centric approach to service delivery, and augments material on service level management (such as Foundations of Service Level Management - another excellent book).

Specifically, this book contains sorely needed body of knowledge in a profession that has lost its way. What I mean by this bold statement is the production support function in many IS/IT departments has devolved from service delivery to infrastructure management. IT Services brings the focus back to where it belongs: supporting the business.

What I like most about this book is it not only shows what is wrong with most production support organizations, but it provides a clear roadmap to how to restructure production support from an infrastructure management focus to a service delivery paradigm.

I highly recommend this book to anyone in production support, consultants and IT/IS executive management. It would also be useful to ISPs and ASPs because most of the material can be applied to internal or external customers.

It confusing Services?
This book is very formal approach to IT services. Please don't give it to your customers/clients it will scare them. If you need humor or analogies to make things clear consider another book.The book is very hard to read with wordy sentences. Simplicity is much better, and this book makes some things even more confusing.

Great concepts but lacks examples
I bought it with the objective of having it as a reference for managing data center operations. The ideas and concepts were very interesting, and I totally agree that the starting point should include determining linkages with the core business and getting management support. Most useful to me are the following chapters:

Processes and Procedures - gives a framework on processes such as customer communication, internal communication, and change control.

Resource and cost model - helps determine the types and amount of resources (material, human, etc.) that are needed to efficiently serve requirements.

Measuring Success - discusses service levels and their measurement and coming up with service level agreements (SLAs)

The Appendices on job descriptions and sample SLA is also a great help.

The reason why I'm only giving 3 stars is that the authors could have given more examples as they explain the concepts. A line in the back cover page says "proven results, benchmarks and case studies--not just theory!" Sad to say, except for the sample SLA, this was not really delivered. It would help if the authors came up with even a fictitious company and apply the concepts to it.

Again, the ideas and concepts are great, but the authors could have given more examples to help explain them. So if the authors come up with a new edition or a sequel that addresses this, I'd be most interested in buying it!

Excellent reading if you deal with IT data centers.
This is a book that many IT managers have to read, it's a quick meal though, no details but a balanced dose of good ideas and a window on Service delivery where IT data centers is no longer a "cost center". The only thing I did not like is to center the data center around SUN and Oracle or a brand in general, although it is clear the book reflects the authors experience in SUN/Oracle environment.
I advise anyone who has anything with today's data centers (no matter his or her technical level) to read this book. ... Read more

Book Description

There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management.Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. ... Read more

Reviews (2)

A Treasure Chest
This is a short book which takes little time in bringing the substance to the surface. It is a compilation of articles from the journal, "Call Center Management Review". The authors do not take the time to "be nice." It is short, to the point, and of vital help to the first time call center manager. Picking up some of the "shorthand" references isn't difficult, but necessary.

Call Center Basics all rolled into one book!
I found this book enlightening. It's a small book with lots of information. It reviews forcasting call volumes using quantative and judgemental approaches. It discusses call center basics such as the nature of an incoming call and the Pooling Principle. It touches on staffing and getting the people where they need to be at the right time. For a call center veteran like me, it help to reinforce and improve my knowledge. For anyone new to a call center, it's a great book to learn the dynamics of call center operation. ... Read more

Book Description

As winner of the James Beard Foundation’s Outstanding Restaurant Award, Charlie Trotter and his service staff run what many consider to be America’s finest restaurant. But it’s not just about food in this renowned Chicago hot spot. It’s about a subtle relationship between food, wine, ambiance, and service—a relationship Trotter has perfected by hiring passionate staff with the ability to surpass his incredibly high standards. In LESSONS IN SERVICE, journalist Edmund Lawler reveals the secrets behind Trotter’s unequaled success and shows other businesses how to improve their levels of service. From unconventional motivational techniques, staff empowerment, and mentoring to role playing, pre-service meetings, and an obsessive pursuit of excellence—Trotter leaves nothing to chance. The service is a nightly ballet that leaves guests feeling pampered, educated, and of course, wonderfully satisfied. Follow the advice of Charlie Trotter, and no matter what your business,!your customers will keep coming back again and again. ... Read more

Reviews (5)

Want to know what your wait staff really thinks????
I'd recommend a book by author Matt Lehman called "Clam Chowder: A Server's Field Manual". The book is a realistic, funny, clever and insightful read. I couldn't put it down. It will give you a glimpse into the mind of servers everywhere. I'm not sure if it's available on Amazon, but it is online at www.clamchowder.biz

I haven't worked in the restaurant for years, but Clam Chowder brought back a flood of memories for me. I have read it twice since I first got it. My book has now been passed on to at least 7 other people. They all agree, Clam Chowder is the best restaurant book ever - told from a server's perspective.

Terrific content, a little lacking in presentation.
This book stresses the value of service, attention to detail and the customer experience. These are all very important and it is wonderful to see that someone still has an appreciation of them in this world that at times seems to have left even common courtesy behind. I am somewhat disappointed that the book was not produced to the exceptional standards that Charlie Trotter boasts in it's pages. It is somewhat redundant and contains many misspellings. Even when recommending Sotheby's Wine Encyclopedia, the authors name is spelled Stevens instead of Stevenson. The print quality, paper and layout are great. The editing, spell-checking and typesetting need much improvement to be five-star quality. Terrific content, a little lacking in presentation.

Service first
Among the many differences between Charlie Trotter and a thousand other gifted chefs, the one that sets his Chicago landmark apart from the crowd is fierce attention to service, as Edmund Lawler points out in this wonderful survey of the Trotter philosophy. Waiters at Charlie Trotter's have no manual, but they strive to follow the Golden Rule - treat customers as you would be treated, not just in general, but in every tiny circumstance. Not only that, but Lawler also points out, Trotter's senior servers enjoy full health care coverage, $2 employee meals and a sense of responsibility. It's so simple, really. Trotter treats his employees as he would be treated. Lawler lays it all out in a readable and succinct fashion, with each chapter backed up by handy "service points." Whether you're running a restaurant, an airline, an investment bank or a lemonade stand, you could learn from reading Lessons in Service. Oh, if only more service business managers would!

Welcome to Trotter's World
While I've never had the privilege of dining at Charlie Trotter's famed Chicago eatery, I was absolutely enthralled with the vivid portrait journalist Edmund Lawler paints in "Lessons in Service from Charlie Trotter." This is Lawler's second outing in Trotter's famed kitchen; his previous book, "Charlie Trotter's: A Pictorial Guide to the Famed Restaurant and Its Cuisine," is another great behind-the-scenes look at the culinary master. But instead of focusing on bread and circuses this time out, Lawler effectively pulls away the curtain to reveal just how Trotter continues to stay in the upper echelon of culinary masters. From managerial techniques to customer satisfaction, "Lessons" gets to the heart of Trotter's business, and how he has managed to stay at the top of his game since 1987. The book is helped immensely by reactions from Trotter's service staff, leaders in the restaurant industry and the chef himself, who believes that empowerment and a keen eye on every detail is the key to success in any business. While some may unjustly dismiss this book as "just another restaurant guide," many of Trotter's techniques (especially those about first impressions at an interview) are germane to most any business where service is the No. 1 priority. Sure everyone knows that the customer is always right, but if Lawler's book is any indication, Trotter knows how to make customers feel "right" more than anyone else in the business.

In the Service industry? Then you have to read this book
My business career has been in the service industry, so I've read a lot of books about giving brilliant service - books full of fine phrases, but they don't show "who has to do what to whom" to make it happen. Ed Lawler's book really shows you how to make it happen.

Lawler evidently lives in the real world. He has got inside "Charlie Trotters restaurant" - one of the legends of good service way beyond Chicago. But this is not a "hymn of praise" sort of book, it's open about the problems, challenges and shortcomings as well.

His starting point is that good service is an accumulation of little things done right, and he goes right into what those little things are. Example: Chapter 5 Learning the Ropes shows how role play and feedback are far more effective than a service manual, how shadowing by a senior mentor actually works, how to use complaint and compliment letters in staff meetings. Chapter 6 has some great stuff on treating first time customers well and returning customers differently (because you know their preferences).

A unique feature of this book is the section on getting backroom staff to collaborate seamlessly with front of house people (page 128-141). The 12 point checklist on page 141 is a gem - applicable across the whole service industry.

A minor nitpick is that the quote from Dostoevsky appears twice, but aside from that, the book is excellent. I have never eaten in Trotters restaurant myself, but reading this book, I can practically taste the food and feel the atmosphere. I thoroughly recommend this book ... Read more

Reviews (9)

must read for 21st century human
Alvin Toffler has indicated customization is future trend. He is(was) right.

The future of competition shows what, why, and how ( sometimes, who) about the future of product and service. What a corporation must do in order to integrate cusomter's experience into their production process and how to organize the company in order to do it. A must read book for 21st century human, why? because any interaction is an experience and if you extend the metaphor of product, any interaction is a 'product'. If you have been of good reputation, you will 'sell' well on whaterver you say or do. Because people 'buy' it.

a real disappointment
I was left with the feeling that all of this has been said before in one form or another, Where it was ' new' there are other who have already explored the space ( eg The Suport Economy by Shoshana Zuboff) There are two many big words hidding little concepts. The case studies are simplistic and look to the past rather than casting light on the future. This will be another 'fad" and like all fads find its place in the dustbins of business books

A transforming and revolutionary wealth of insights
Co-written by C. K. Prahalad (Harvey C. Fruehauf Professor of Business Administration, University of Michigan Business School) and Venkat Ramaswamy (Michael R. and Mary Kay Hallman Fellow of Electronic Business and Professor of Marketing, University of Michigan Business School), The Future Of Competition: Co-Creating Unique Value With Customers offers readers a stimulating look at a fascinating shift away from the firm-centric view of value creation, toward the possibilities opened by new technologies that allow consumers themselves to interact with and directly add value to their chosen product. Drawing upon real-life examples, and focusing on the key foundations of co-creation - dialogue, access, risk assessment, and transparency, The Future Of Competition offers a transforming and revolutionary wealth of insights into commercial and marketplace trends of the present and the near future.

Content good, style weak
The content of this "text" is rich with pointers for those who will format strategic decisions in the future. However, it would seem to challenge the reader to probe the true value of the writers. As the reviewer from Dallas infers, the message is there but the packaging leaves something to be desired. As a university professor who teaches strategic thinking, I see this book as one of the reasons that executives and MBA students resist reading academic pieces: the task is greater than the payoff!!

New framework, new jargon, but nothing else is new
The future is here. Competition is getting tougher and customers are more difficult to please. On the other hand everything is connected, objects are embedded with sensors and software and information flows instantly to all corners of the world , thanks to the communications revolution. This book essentially looks at a networked world where customers and companies are inseparable and are constantly in interaction. In this paradigm, the framework of DART - Dialogue, Access, Risk Assessment and Transparency is introduced and the book proceeds to explain each of these in detail.

The word Co-creation will get included in your daily vocabulary sooner than you expect. Lots of diagrams and case studies are thrown into every chapter. But frankly, there is no concept that is radically different from some of the pioneering works on similar topics already published. To list a few :

-Customer.Com by Particia Seybold
-How to Grow when Markets Don't by Adrian Slywotzky
-The Innovator's solution by Clayton Christensen
-Adapt or Die : Turning your Supply Chain into an Adaptive Business Network by Bob Betts , Claus Heinrich
-Experimentation Matters: Unlocking the Potential of New Technologies for Innovation by Stephen Thomke
-Priceless: Turning Ordinary Products into Extraordinary Experiences by Diana Lasalle, Terry A. Britton
-The Agenda: What Every Business must do to Dominate the Decade by Michael Hammer

Most of the case studies in this book are repetitions from these or are similar in concepts or processes in creating value for ( or along with) the customer. The authors have duly acknowledged and referred to an elaborate list of books and articles under "Aids to Exploration". But my point is that after going through some of the key works listed above, this book fails to impress on originality.

Towards the end of the book, Knowledge Management is brought in as one of the strategic tools that can be integrated into the co-creation framework.

It is certainly interesting to go through the book though it is a combination of old ideas in a new packaging. Young MBAs will find lots of new jargon that can be put to profitable use in job interviews. ... Read more

Reviews (5)

Recycled Common Sense
Although Willingham is a good story teller, it's clear that he hasn't been in the business of PROVIDING customer service since the 70's. Back then the customer was always right and businesses had time to make the customer happy. Today customers are more demanding and unreasonable. Time truly is money and it's getting harder and harder to go the exra mile when it means letting something else slide. Yet no one can afford to lose customers. The principles in the book are good: giving the customer your full attention, listening to them, making eye contact, inviting them back and so on. But there's nothing new here, and it needs to be updated for 2003. Come on Ron, get with the times and give us something we can use. Points for the quaint stories, though!

Fantastic Buy
Excellent resource material if you're looking to enhance your Customer Service skills. A must read for anyone in this field

Influence On Life
Absolutely a life changing experience. Ron Willinghams' wit and humor makes this improvment book, not only fun but easy to apply to everyday living. My career has honestly been boosted with this winner. Positive, informative, and, well, just get this one and you will see that you deserve better and can give better. And with giving and getting better service your entire life WILL change. Thank you Ron.

Read this book!
Are you working in a service based industry? If you answered yes to this question, you should read this book. Hey! I'm the Customer is an easy, fun read. It is filled with the basics of outstanding customer service. If you are new to the service industry, please read this book! Your customers will be glad you did!

Easy to read and understand at all levels of the organizatio
We use this book in our organization in conjunction with a process presented by Integrity Systems. Works great to provide people with ideas and events that they can related to in their own lives. Quick reading with some humor interjected. ... Read more

Book Description

This course will demonstrate communication techniques that build customer loyalty, and how to defuse customer anger with attentive listening and empathy, focus on the customer’s needs without blaming, and respond to personal accusations without becoming defensive. Customers are your most important assets, but sometimes they get upset. It’s critical to learn what steps to take to address the situation quickly and tactfully, and what can be done to keep the customer coming back. You will learn how listening, nonverbal communication, feedback, and management all help to deal with an unhappy customer, and turn the situation into a positive one. ... Read more

Book Description

You've read about Customer Loyalty in the Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine, Executive Briefings, Training, Hospitality Upgrade, Direct, Quality Digest, Marketing Tools, Houseware Executive, Journal of Pharmaceutical Management, Discount Merchandiser, TeleProfessional, NationsBank Business, Modern Jeweler, Furniture Today— now read the new and revised edition of the ground-breaking book that created all the buzz. ... Read more

Reviews (13)

Engaging and Definitely Worthwhile
If your goal is to build customer *loyalty*, then you should read this book. Many people talk about the concept, but this book will help you actually understand HOW and WHY it occurs AND how to go about building it in your service or business.

The true-life examples from many companies will help you understand what has worked for others and will allow you to apply the learning to your company. This is not a theoretical book - this is about real life.

The book also discusses the difference between customer satisfaction and customer loyalty. As someone who has gone "behind the scenes" and analyzed survey data and customer defection rates, I was happy to see someone outlining this critical distinction. Someone who is "satisfied" is not necessarily "loyal" - and they could head off to a competitor any day.

The book is also written in an engaging manner that makes it enjoyable to read. That is not always the case in business book!

Life would be better if every company you ever had to deal with adhered to the principals outlined in this book...

Retailers - don't miss this book!
For a retail store owner, this book is a must read. Griffin easily walked me through the basics of gaining and retaining customer loyalty in a way that makes it easy to adapt the principles to my own business. I can't wait to put it all to practice and watch the results drive my sales through the roof!

If you market products/services to consumers you must read!
I first read Jill's book over a year ago after hearing her speak at a DMA event. Customer Loyalty is packed with simple, basic principles that cause us to remember what is important to us as consumers and subsequently as business owners. I urge those in our employ to read the book when looking to add value and/or long term "life time value" to any campaign. In discussing the book recently it caused me to review it again...her first hand knowledge and actual client case studies make Customer Loyalty, not only a great read, but a great teaching and training tool!

Griffin is a Customer Guru and Loyalty Leader
As the managing editor of CRMGuru.com, the largest online community of business professionals focusing on customer loyalty and related issues, my bookshelves are overflowing with review copies of books on CRM, loyalty, customer centricity and the like. Jill's book does not reside on these bookshelves. Her latest second edition sits next to my computer monitor, within easy reach. I use it frequently as one of my "customer loyalty bibles" when looking for case studies and working examples to weave into our numerous newsletters and online forum discussion board topics. Jill goes beyond information; she allows the reader to engross herself as a customer of the book. It is a win-win situation for all customers. A must read in my book! So much so that I list it in my suggested reading for students in my entrepreneurial classses that I teach on the college level.

Carol Parenzan Smalley
Managing Editor
CRMGuru.com

What an excellent customer loyalty resource!
If you are weary of your organization's poor service, unmet expectations, or lost customers; Jill Griffin's book is "must read"! She makes the prospect of keeping current and future customers satified an attainable reality.

Customer Loyalty should be mandatory reading for every customer service rep., customer service manager, sales manager, sales person, and every person who interacts with an company's customers and vendors. Her simple and powerful principles guide the way to making a satisfied customer who will always come back for more! Griffin's paradigm shifting look at how companies and customers interact (and should act) will surely lead to better service and more loyal customers. ... Read more

Book Description

A groundbreaking how-to resource that addresses the gap between having your customers' voices, and being able to translate their voices into tangible results. Readers will learn how to engage in a process of getting to know their customers and learning their point of view so they can responsibly take action based on their customers' preferences, align the organization around the new insight they have acquired, gain buy-in for the resulting initiatives, and make the outcome of the initiative more successful. Voices into Choices captures the right balance between being a step-by-step method and offering the theoretical framework to understanding and using customer voices. ... Read more

Reviews (5)

Practical, Self Explanatory and Impactful
This book captures a process we relied on heavily at McKinsey and Co. It is a step by step guide to helping project teams understand, interpret and act upon the customers' needs. This book is helpful to anyone running a project - whether it is an internal or external project. As the president of a large business, I am ready to buy this book for my entire staff. I would be thrilled if my employees ran projects in this manner and streamlined their communication with me. One of the most useful books I have read in the last five years and hopefully one that my staff will quickly adopt as their process they use to manage.

Customer Voices will change your business life - REALLLY!
As a Research Fellow with the Procter & Gamble I purchased over 200 copies of this to provide a training framework for our people in Product Development positions worldwide who have responsibilities for understanding, and more importantly effectively translating the consumer's desires into breakthrough products. This 'manual' demystifies this very human process in exciting -not boring- formats. The processes described are those that were once only understood by a limited number of professionals. Voices into Choices makes listening, gathering, digesting, and communicating consumer needs a fundamental new skill that can be learned and mastered by an infinite range of businesses, profit and non-profit.

I have used the skills learned to map needs for several new, global P&G products, and at the same time used it for my church long-range planning process. These are core skills that seem boundless; only limited by the imagination of the person who has learned them.

Although I have recently retired from P&G, it will stay as a primer that I will continue to use my consulting business.

A great handbook to get good decisions made in your company!
The principles used in this book are some of the most useful I have come across. In one book it allows teams to analyse a problem in a structured way, come up with solutions and make execution plans. All without the members of the teams killing in each other. The techniques allow people to do this because it is based on logic and fact instead of opinion.

Must reading to turn "Voices into Choices"
The Voice of the Customer is an emerging discipline in global business today. "Voices into Choices" is one of the best text I have read on the subject of how to go about obtaining, analyzing and turning customer data into innovative solutions. The book is laid out in easy to follow chapters that takes you through a simple step by step process. Each chapter starts out with a one page summary of that particular step. Additionally this page is very useful to go back to as a review. At the end of each chapter is a checklist that enables you to make sure you are ready to move onto the next step. The book is conveniently wire bound to keep it open to the page you need. If you are interested in optimizing your customer research, this book is for you.

One of the best management consultant handbooks available.
I found the book incredibly useful. I have used the method, and parts of the method, on numerous consulting engagements, and always found it generates results that are both informative and enlightening for the client.

I would strongly recommend this book as an important tool on any management consultant or facilitators desk. ... Read more

Reviews (2)

Good, with Limitations
Ordered this book because it was the first out on MS CRM. And while the book was helpful, it was typical "Dummies" material in that I think it lacked some things (e.g. Did not cover form customization, creating a letter/fax, etc.). So, it is a good primer to CRM, but I'm sure better material will be released. This is probably a good read for the average user, but for an admin or "trainer", you'll want to delve deeper.

Where is Waldo
I ordered this book 25 days ago. Clearly someone is selling vaporware ... Read more

Book Description

For years, the Disney Institute has offered seminars to scores of business professionals who flock to Walt Disney World in order to learn the techniques and philosophies that allow The Walt Disney Company to achieve extraordinary success. The Institute's seminars are designed to share with other companies the insights of Disney's approach, so that those companies can increase productivity and eventually reap similar benefits. Companies that have participated in the seminars include American Express, AT&T, Ben & Jerry's Ice Cream, Blockbuster Entertainment, Eastman Kodak, Ernst & Young, IBM, Mobil Oil, Nordstrom, Ritz-Carlton, Saks Fifth avenue, Sloan-Kettering Cancer Center, SmithKline Beecham, Target, United Parcel Service, Yosemite National Park, and many more.

Be Our Guest features anecdotes and case studies from various companies that describe how they adopted the techniques learned in the seminars to create an environment that nurtures success. Business professionals from all industries in the U.S. and around the world will be eager to explore tried-and-true methods of assuring customer loyalty. ... Read more

Reviews (8)

Outstanding Book About Disney, By Disney
I highly recommend this easy-reading book for three reasons. First, it helped me understand and appreciate how Disney continues to deliver the highest quality products and services year-in and year-out. Secondly, it clearly described many proven ways and concepts to improve my organization's customer service. Lastly, this book gave me a lot of practical lessons that can and should be adapted to fit into most management or leadership situations.

I read a couple of outstanding books by Disney-outsiders ("Built to Last" by Jim Collins and Jerry Porras, and "The Disney Way" by Bill Capodagli and Lynn Jackson) about how and why they were so impressed with Disney. I wanted to read a book about a Disney-insider's perspectives on what Disney does to impress everyone and exceed all expectations. This book showed me the "what" of Disney's practical magic of customer service: a full-time business of shared values, enforced standards, focused work, self-discipline, and attention to detail that is virtually transparent to all Disney guests. I got all that I wanted and more from this outstanding book.

After I finished reading this book, I read through my highlights and realized that the following paragraph from the introduction perfectly previewed the book:

"In this book, we take you behind the scenes to discover Disney best practices and philosophies in action. We provide you with an insider's glimpse of quality service principles in action both at Walt Disney World, as told from the perspectives of cast members [Disney-speak for "employees"], and in other organizations, as told by executives who have participated in Disney Institute programs. Walt Disney's fundamentals for success still ring true. You build the best product you can. You give people effective training to support the delivery of exceptional service. You learn from your experiences. And you celebrate success. You never stop growing. You never stop believing."

Sharing the secrets behind Disney's 'practical magic' in this book is yet another example of Disney's commitment to exceptional guest [Disney-speak for "customer"] service. Read this book and enjoy being Disney's guest.

Read, Then go SEE the MAGIC...
My wife and I have been to Walt Disney World 3 times in the last 4 years and it's getting tough to explain to our friends and family just why it is we spend money and valuable vacation time at the same place. In a word, it's: MAGIC. Walt Disney World is so much more than an collection of amusement parks filled with thematic attractions interspersed with gift shops and restaurants. Walt Disney World is a study in customer service excellence. It is one man's dream come true. We go as much to be inspired as we do to relax and have fun. This book was an excellent companion to our visit providing insight into just how Disney consistently delivers a quality experience.

So why is Disney flat-lining? Well, this is off the book, but if Michael and the gang are listening- in a word it is "Saturation". In Disney's effort to "be everywhere" the magic wears off. Disney stores in the mall, all over radio and TV, and in many ways becoming omnipresent, they are going to pull a "Planet Hollywood". They need to keep a healthy distance- not chasing people everywhere for fear the competition vying for their time and attention will somehow win out. Just keep doing the basics well and let the customers come and find you.

Great Teaching Tool
As the Director of an Entrepreneurship Program at a private University, I have found this book to be a valuable teaching tool. Students at all levels of learning enjoy the book because it connects practical stories that students can understand to important aspects of customer service as well as employee management. As recent visitors with our two young children, my wife and I enjoyed the book purely from a "guest" perspective. You can really appreciate all that goes into the magic of the Disney parks by reading this book.

A Practical Outline for Delivering Amazing Service
I read the book for the first time last summer and implemented its customer service methods this fall and winter at the school where I work. The results were immediate and outstanding. I have just re-read the book and am more convinced than ever that the Disney methods and philosophy for creating "practical magic" as outlined in this book are the fastest, easiest way to WOWING those we serve. Through careful, thoughtful management of the "cast" (people), setting, and processes, a seamless and deeply impressive service experience will be enjoyed by our customers. Yes, the book is a big "ad" for the Disney Institute (and now I want to train there!), but it is also a simple, brief, easy to implement framework for delighting our customers. I am grateful to the Disney Institute for sharing these tried and true ideas with me!

You Will Change Your Outlook On Service
If Mike Eisner and the gang at Disney can't hit a nerve of giving great Customer Service, then you do not belong in that business. This is a great tool, not just a book. Read it and learn and notice what you've been missing all this time. Another great classic from Eisner and Disney. Kudos! ... Read more

Book Description

How to Capture Today's Biggest Untapped Market

Forget mass customization and microsegmentation. Winning in today's business world requires a return to an approach abandoned by marketing experts decades ago. Mass marketing is back, say Paul Nunes and Brian Johnson-but with a new target and a fresh approach that companies ignore at their peril.

While the mass-marketing concepts of the 1950s consisted of lowest-common-denominator strategies aimed at the "middle class," Nunes and Johnson argue that the rules of mass marketing must be rewritten to appeal to today's burgeoning mass of different-and far more affluent-consumers. The "moneyed masses" have more disposable income than ever, and research shows the richest among them are not spending up to their potential-thus creating a windfall of opportunity for marketers. Based on extensive consumer research, Mass Affluence outlines seven new rules for capturing this largely ignored market, and reveals how innovative companies are already employing them to launch billion-dollar industries in categories from oral care to homebuilding to exotic automobiles.

A sea change in marketing is underway-and future growth and profitability will belong to the companies that woo and win today's affluent mass market.

... Read more

Book Description

A Blueprint for Great Marketing!

In Guerrilla Marketing in 30 Days, co-authors Jay Conrad Levinson and Al Lautenslager take the best selling marketing series in history, Guerrilla Marketing, and boil it down into one dynamic package of the most up-to-date guerrilla tactics.

Whether your goal is to develop a complete marketing plan or to focus on improving a specific component, this is the book for you.From competition and research to execution and expansion, you get 30 action plans via guerrilla marketing tips, methods, ideas and values—where the major ingredients are time, energy and imagination, not hard-earned profits.And on each and every day you’ll have developed plans to improve and re-engineer a piece of your overall marketing blueprint to maximize profits and increase customers.

Reviews (15)

My Favorite Guerilla Marketing Books
I read Levinson's original Guerilla Marketing Handbook a couple of years ago and liked it alot.I thought there were some good ideas for my small businesses; web design and wedding DJ.I've thumbed thru some of the other Guerilla Marketing books at bookstores, but got excited when I saw Guerrilla Marketing in 30 Days.I've neglected marketing my business in the past year or so and saw this book as a roadmap for getting back on track.I think it's a great companion to Levinson's original masterpiece.

One of the things the authors recommend is to think about your marketing every day, which is something I haven't done.But I got stoked as I went thru the process and the exercise was made easy because it's all laid out for you.Low and no-cost marketing ideas?That's for me!

I have already gotten some inquiries which were the direct result of the marketing plan I put together with this book, and I'm sure more leads and sales will come.

Over the weekend, I began re-reading the Guerilla Handbook looking for some new ideas going forward.Tonite, I see that Amazon is offering BOTH books as a special.I think it's the best 25 bucks an entreprenuer can invest in their business.

Try Another Levinson Book Instead
I bought this book becasue I thought a 30 day, self-guided tour of Guerrilla Marketing would be a handy tool in my marketing tool kit.

I was disappointed.

The book is a regurgitation of Levinson's principles, which are more fully described in Levinson's other books,like Guerrilla Marketing. The 30 day approach is artificial, and the marketing advice in this book is almost too simplistic to be actionable.

Levinson has written so many insightful books that you'd do better to dive into one of his thoughtful books and absorb his timeless advice. This book misses that mark with its pat advice to complex marketing issues.

I think the format for the book is a good one, but the execution wasn't.

Really Helpful for Both My Businesses
I have a pretty good consulting business going now and this book helped me refine some of the marketing that I have been struggling with. Its quick and easy format gave me just what I needed. I have many other marketing books but this one seemed to get right to the point and didnt contain a lot of clutter. The examples made it click for me. Really pulled the information together. I also have start up going and just picking about 4 things out of the 30 days really helped with my focus. The action plans at the end of each chapter are what was missing from some of the other guerrilla books. Kudos to Jay Levinson on this one.

Great Stories, Poor Reference Material
This book was difficult to skim and skip over areas with which I was already familiar.I had to spend too much time reading details and stories about material I already understood.I could not tell what each chapter was about until I had finished reading it.The first chapter was basically a rah-rah-you-need-to-use-marketingcheer session.

The stories are great if you don't know what they are talking about.If you DO have a clue, you will find yourself wasting a lot of time searching for that tiny morsel of insight hidden among paragraphs of naration.And the summary at the end of each day doesn't correspond very well with the sections of that chapter.

What this book really needs are introductory statements to each chapter or sub-chapter summarizing that section or telling you what it is about.Day 12 is titled "Business Networking".The entire first page of the chapter is about a guy with a gimmick that makes it easy for people to contact him - I don't understandhow this relates to the chapter title of "Business Networking". The chapter should have started with a sentence in bold font saying something like:

"This chapter will show you the importance of interacting with other businesses and how to create those relationship." - Unfortuneately, I had to read 3 or 4 pages to figure that out.

I bought this book because I met one of the authors at a book signing and he tricked me.I am so bored with the stories (and unable to skip over them) that in 3 months I have only been able to push myself through 3 chapters.I have no intension, of wasting my time reading the last 27.I will find myself a book that is not quite so long-winded.

Good Info but a Little Too Old School
There are several challenges to reaching an audience in the world of marketing, advertising, and public relations.A marketing plan has to meet the needs of the business.Budgeting must be done with finesse and pinpoint accuracy.Above all, the message has to reach an organization's target audience.In "Guerilla Marketing in 30 Days," authors Jay Conrad Levinson and Al Lautenslager provide the instructions on just how to achieve the aforementioned goals and then some.

"Guerilla Marketing in 30 Days" is packed with an enormous amount of information, including how to create a marketing plan, what to do when planning a direct mail campaign, and when to use PR instead of traditional marketing.The book is a comprehensive guide to almost everything that marketing encompasses.For example, the authors give expert advice and a dose of reality in regards to creating a marketing plan with the following:

"`Build it and they will come' is not an effective marketing plan or strategy.A successful plan boils down to two essentials:

1. Knowing the market inside and out, including what customers want and expect.

2. Knowing the way to satisfy customers by knowing competitors, barriers to entry, costs, outside influences, budgets, knowledge, etc."

Though the book is filled with useful information, it does have a few problems.For one thing, the writing is sort of plain and reads more like a college textbook than a "guerilla" marketing guide. Secondly, it leaves out a lot of some of the latest trends in marketing such as when to use pop-up ads, weblogs, and viral marketing.And finally, lots of the material seems to be outdated and at least five years late.

This book would make an ideal book for a college student in Marketing 101.It gives a thorough strategic and tactical marketing foundation for anyone looking to explore the topic.But those who are a bit more experienced in the marketing world may find the information in this guide a little too old school.

... Read more

Book Description

The piece de resistance of a fabulous meal: great service

Efficient service is the crowning touch to any dining experience. While a reputation for excellent food or an eye-catching menu might bring customers to the door, it’s a dedicated, customer-focused service staff that has them coming back. Remarkable Service describes the new imperative of restaurant management, one that distinguishes, finally, a good restaurant from a great one. The most current and comprehensive guide to managing front of the house operations, Remarkable Servicedetails the full range of service approaches, including everything from formal French tableside service to casual American family and buffet style service. With practical specifics on reservations; service mise en place; food, beverage, and wine service; and banquets, Remarkable Serviceis must reading for restaurant owners, managers, and servers who want to provide the consistently excellent service that will give their establishment a competitive edge. ... Read more

Reviews (2)

Good book. But why not read about real wait staff????
I'd recommend a book by author Matt Lehman called "Clam Chowder: A Server's Field Manual". This book is a realistic, funny, clever and insightful read. It will give a true look into the minds of your wait staff. I couldn't put it down. I'm not sure if it's available on Amazon, but it is online at www.clamchowder.biz

I haven't worked in the restaurant for years, but Clam Chowder brought back a flood of memories for me. I have read it twice since I first got it. My book has now been passed on to at least 7 other people. They all agree, Clam Chowder is the best restaurant book ever - told from a server's perspective.

Not a bad little book, especially if you know service.
As someone that prides themself on customer satisfaction, I have to say this was not a bad little book. A lot is common sense, but some would learn from this. People like to be taken care of from start to finish in any industry and this is a good reminder in service. ... Read more

Book Description

When is the last time your customers said "WOW!"?

T. Scott Gross is a super-successful businessman, a quality service guru, and a consultant to many of America's most prestigious companies and organizations. His message? In today's economy cutting prices is not enough, nor is providing good service. Today's successful businespeople must learn the secret of Positively Outrageous Service-doing the unexpected unexpectedly, and giving the customer more than he ever thought possible.

What is P.O.S.?

* P.O.S. means getting your customers involved in the experience of your business, getting them to advertise for you, and getting them to come back-again and again
* P.O.S. means apologizing for the slightest slipup-directly and excessively to your customers
* P.O.S. means being a showman-making your customers' experience both productive and entertaining
* P.O.S. means getting the most creativity out of your employees and energizing your staff
* P.O.S. means understanding the six key Trend Advantages of today's marketing realities and incorporating them in your business plan
* P.O.S. is not just a way of doing business, it's a state of mind-and the key to business success in the 1990s. ... Read more

Reviews (6)

A must-have in every business owner's toolkit
If more people read and implemented outstanding service, then we wouldn't be having all those 'siteAsucks.com' and 'siteBsucks.com' web sites.

This book targets the lifeline of any business - your customers -and talks about common sense - how to make them happy - so that they not only come back, but they also tell others!

The concept is very simple. But this is probably the only book I have ever found about delivering "outrageous" service.

I have myself implemented (long before reading this book, of course :-) what I call as "Not Technical Support - But FANATIC'nical Support" on my own site at WebmasterInABox.net

So, it was exciting to see an entire book dedicated to this topic. And in spite of knowing what brilliant customer service is, I had managed to brainstorm about 200 different ideas to provide "outrageous" service, before I had delved even 20 pages into the book.

A great buy. On my top 10 list.

Ravi
Founder & Software Architect

WebmasterInABox.net

Positively Full of Fluff
This book has about 2 good ideas in it. The rest is just boring fluff. He repeats things over and over to fill pages apparently.

Also I took offense at the author casting all non-extroverts as lazy, no good, welfare recipient, so and so's. As if only extroverted personalities can provide good service to customers. His predjudiced view of introverts leads me to believe that this guy is [not smart]. I mean does he really think that only extroverts can give good customer service? Duh...

He owns a restaurant, so what. He didn't write much about any actual EXAMPLES of Positively Outrageous Services, he mainly just talks about them generally. Which is dumb when he could have been filling those pages with ideas for us business owners who don't happen to own restaurants.

Insulting all reserved people was not "P.O.S." if you as me.

What our Industry Needs
I work for a remodeling contractor and POS is definitely what my industry needs more of. Mr. Gross does an excellent job of showing the need for POS and then giving examples of how it has been used in other companies to boost sales and compete with larger and more sophisticated competitors. A must read for any small business owner.

An absolute must for small business owners
I didn't just read this book, I devoured it. It's the perfect book for small business owners looking for ways to compete with the giants. As a prospective small business owner, I plan to implement several ideas contained in this book. They are inexpensive, dynamite ideas. If you're thinking about buying this book, don't hesitate!

Outrageous book on Outrageous Service
This book, with its many anecdotes, easily shows that customer service at the end of the 20th century, is no longer just a matter of having your store open and priced reasonably. It shows well that a sense of humor and adventure will keep your business going far better. Best book I've seen on the subject. ... Read more

Book Description

In today's highly competitive environment, good products and good marketing aren't enough. To succeed, you also need great customer service. Quality service touches our lives in two important ways: the service we give and the service we receive.

Customer Service For Dummies, 2nd Edition, brims with hot tips, techniques, and lots of suggestions for giving your customers the kind of service that you yourself would like to receive. This down-to-earth, step-by-step guide fills you in on ways to

• Take stock of your customer service strengths and weaknesses
• Commit to continuous improvement
• Work your way through modern-day e-mail and Internet etiquette
• Foster positive face-to-face and telephone service
• Deal with the unhappy folks among your customers

Packed with practical advice for getting through the everyday challenges at work, Customer Service For Dummies, 2nd Edition, shows you how to develop your staff so that they become service heroes to their customers. This insightful resource also gives you the goods on

• Keeping your sanity when angry customers confront you with clenched fists or wrinkled foreheads
• Saying "No" nicely: Focusing on what you can do for the customer
• Tuning into body language and vocal tone
• Knowing the importance of both internal and external customers
• Achieving gold-level service at bronze-level cost
• Improving market share – whether the company's big, small, or in between
• Becoming a better customer by expressing yourself in style

Although customer service basics seem so much like common sense – smile, say please, and say thank you – these gestures alone won't begin to satisfy every situation. Once you expand your definition of service, reconsider who your customers are, and develop a customer-friendly attitude, you'll be in the right place to meet your customers' expectations – and right on time to make a pleasingly positive impression! ... Read more

Reviews (6)

A good all round resource.
This is a good resource, no matter if you have your first survey to do or have a complex service problem to fix - there is some commonsense advice on the whole range between these.

For new or infrequent practitioners of surveys and service activities, this is a valuable resource - worth reading before you buy the more complex books.

Kudos for Customer Service for Dummies
I chose this book mainly because of its inviting format. Like so
many of the "Dummies" books, it's fun to read. Participants in my
customer service seminars heartily agree. I especially like the
summarizing "Cheat Sheets" of key points inside the front cover ... and the section on how to receive, not just give, good service. The cartoons and brief chapters also help make this a page turner. Fairly priced, too.

This Book has hidden treasure.
There is no way just reading this book will turn you into a customer service professional. But it does contain hidden treasures for those who already our customer service professionals. I was able to take advantage of the preprinted forms in the chapter called "Taking your Company's Pulse: How to Survey Your Customers".

I was grateful for the chapter called " You're Never Too Old (or young) to Learn: Service Training"

This review was dictated using the ViaVoice (ASIN: B000031KIZ) with minor corrections by Microsoft Word.

A Great Resource Even For Experts
I've worked in the customer support field now for seven years and I consider myself somewhat of an expert in the field. I bought this book because I thought that I could use a few suggestions or reminders to help me hone my skills. What I found was a goldmine.

When I first started in Customer Service I dealt pricipally on the phone speaking to customers. That has changed and now I deal mainly via e-mail. The reason this book was so great for me is that it contains three chapters that deal with nothing but e-mail.

I have recommended this book to all of my co-workers and my manager is going to provide the entire department with complementary copies because it is such a great resource. He has read it too.

I wish that I could describe in detail each and every reason that you should buy this book, but I would probably end up writing a book myself.

Whether you're an old pro, like me, or a beginner, this book has something for you.

This book was very knowledgeable about customer service
I have found out a lot about values, perceptions, expectations,how behaviours affect the customer loyalty. How to provide the best customer service to meet the customers needs. Thank you ... Read more