Books like Hug Your Customers by Jack Mitchell

In this completely revised and updated edition of the customer service classic (more than 600,000 copies sold), Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking "Ten Commandments of Customer Service" apply to today's world.Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His "Ten Commandants" provide the essential guidelines, including:- Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge- No complaints? Something's wrong: If you never ask your customers what else they want, how are you going to give it to them?- Measure everything: Telling your employees to do their best won't work if you don't know how they can improve - Borrow, borrow, borrow: Sewell, for example, learned about hospitality from Japanese culture, cleanliness from Disney, and politeness from his mother.From the Trade Paperback edition.

La historia de Fish! y los principios en ella expuestos muestran cómo renovar el interés de los empleados que realizan funciones administrativas, de tipo logístico y de apoyo a los departamentos "estrella" de la empresa. Los autores conocen y aplican la profunda necesidad que todos tenemos de sentir que lo que hacemos importa, que contribuye al éxito de la empresa y al deseo de disfrutar de nuestro trabajo. Este audiolibro va a ser una gran ayuda para quien desee redefinir cómo siente y opina acerca de su trabajo; porque gracias a estos consejos descubrirá que puede encontrar satisfacción y diversión en su vida laboral cotidiana.

Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries.Drs. Berry and Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews with leaders, clinicians, staff, and patients, as well as observing hundreds of clinician-patient interactions. The result is a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service.By examining the operating principles that guide every management decision at this legendary healthcare institution, the authorsDemonstrate how a great service brand evolves from the core values that nourish and protect itExtrapolate instructive business lessons that apply outside healthcareIllustrate the benefits of pooling talent and encouraging teamworkRelate historical events and perspectives to the present-day Mayo ClinicShare inspiring stories from staff and patientsAn innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization.

How to capture customers by learning to think the way they doThe most common complaint Bill Stinnett hears from his corporate clients is that would-be vendors and suppliers "just dont understand our business." In Think Like Your Customer, Stinnett explains why the key to landing corporate customers is to learn to think about the things executives and business owners think about and understand how they make complex buying decisions.Drawing upon his years of experience as a Fortune 500 consultant, he offers sales and marketing professionals a powerful framework for understanding the inner workings of a business; knowing what motivates its executives and influences their buying decisions; identifying a company's organizational structure and decision-making psychology; and using that information to develop a winning strategy for influencing how and why the customer buys.In addition, you receive:Solid marketing insights delivered in a ...'

The former executive vice president of Walt Disney World examines how to serve customers with consistency, efficiency, creativity, and sincerity.