New Business Book Summary Available for Legendary Service

Successful businesses are built on relationships. No relationships are more important than the relationships companies have with their customers, both internal and external. In Legendary Service, Ken Blanchard, Kathy Cuff, and Vicki Halsey champion the notion that truly caring about customers provides a competitive edge, makes employees and customers happy, and grows the bottom line. The legendary service they describe is based on the ICARE model, which begins with creating a vision of what ideal customer service looks like, then enculturating that vision into the organization. To bring the ICARE principles to life, the authors take readers on business student and retail employee Kelsey Young’s journey as she discovers firsthand the difference legendary customer service can make to customers and employees.

New Summary Available for Uncommon Leadership

Phil Higson and Anthony Sturgess believe that what is known about good leadership is not commonly practiced. They have written Uncommon Leadership to help bring effective leadership practices out of the shadows. Their five-part model helps leaders identify solutions, change their companies’ cultures, focus on customer service, serve employees, and share power.

New Summary Available for The Digital Innovation Playbook

Despite the digital landscape of today, very few companies are able to successfully use social and digital media. In The Digital Innovation Playbook, seasoned innovator Nicholas J. Webb describes how digital, social, and new media can be used to facilitate corporate goals by forging a valuable connection with customers. Webb offers a series of tools and techniques to help develop connections with customers and launch successful innovation initiatives. To further illustrate the nature of digital innovation, Webb provides case studies of groundbreaking companies, or Innovation Superstars ®.

New summary available for Managing Knock Your Socks Off Service

High-quality customer service is a key differentiator for many businesses, yet providing it seems to be falling down the priority list amidst cost and competitive pressures. Meanwhile, those companies that provide great service and innovate ways to keep both customers and employees happy are enjoying higher profits and lower long-term costs. These are the companies that go beyond customer satisfaction to customer loyalty. In Managing Knock Your Socks Off Service, authors Chip R. Bell and Ron Zemke show how companies can make that transition by implementing eight principles backed by both research and experience.

Focus on Your Customers – Or Die

Customer satisfaction has often been described as any company’s best asset. This is anything but a surprise, given that customers’ satisfaction with the products and services a company sells is vital.

Consumers today demand no less than the personal attention of businesses before they spend money on the products and services they sell – and even after they do buy what the companies offer, companies would be wise to do their utmost in order to sustain the relationship. The more they can keep customers coming back, the better. And of course customer satisfaction has a great deal to do with a company’s bottom line (an understatement, some would say).

As a result, customer service is moving up the priority lists of dynamic companies. They are devoting more of their time, budgets and other resources to make sure that their customers are satisfied and happy with what they have to offer.

As many a business has found out to the regret of all involved, the businesses that ignore customer relations do so at their peril. Companies have invested in their products while neglecting their customers, and have watched their customers make beelines for competitors which treat them better.

Books such as Keeping Customers Happy¸ by Jacqueline Dunckel & Brian Taylor, focus on building awareness of the importance of customer relations and learning how to improve these relationships, irrespective of the kind of business anyone is in. The authors explain the importance of customer relations and illustrate the principles of developing personalized winning plans to improve them.

Written in an easy-to-follow format, this book will help readers understand why customer service is increasingly becoming important for dynamic companies, as well as how to improve this experience for their customers and keep them coming back for more.