I love to read. Here are some books that I have absolutely enjoyed, and that have made me a better manager and customer satisfaction enthusiast. Clicking on any of the linked titles will take you to Amazon if you would like to add it to your own library, as well.
Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
This is one of my favorite books in my library. Jeff has a...well, let's just say a "unique" way of presenting information that is funny, informative and extremely creative. This is a book that spawns other ideas that can be morphed to meet your needs in your individual situations. Topics include the (Secret) Service success formula, tests for determining your customer satisfaction proficiency, and lessons you never learned in school.Cool quote: "Shouldn't it really be called 'Customer Helping' rather than 'Customer Service'? And wouldn't you deliver better service if you thought of it that way?" (p.38)
No-Nonsense Management: A General Manager's Primer
This book, while not directly related to the issue of customer satisfaction, charts the waters of general management in a corporate environment, helping to keep your focus on the bottom-line, as well as the business plan. Practical advice for use in everyday situations, all boiled down to short chapters with concise summaries; no service manager's office should be without one. I found an older copy in a second-hand store and use it as a reference with regularity. Nice to see it's still in print.Cool quotes: "Never tolerate mediocrity." (p. 11), "Master the previous before leaping to the subsequent." (p.93), and "A decisive man will always prevail only because almost everybody is indecisive." (p. 109).
Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life
This book is a very fun read, and has lots of good ideas to chew on. As a business owner, consultant, and speaker, Scott has a lot of experience to share. Not only do the numerous examples get the ol' gray matter going, but towards the end of the book there is a whole section on managing for positively outrageous service. Tips, strategies and advice on everything from hiring the right people, to building a structured program that actually allows you to innovate and brainstorm new ideas.Cool quotes: "One of the best times to serve outrageously is after the sale...You don't have to do it. There is no additional money in it for you. You must genuinely care. Amazing." Also: "Establishing a culture that supports Positively Outrageous Service requires management that is willing to play just out of bounds."
Becoming a Category of One: How Extraordinary Companies Transcend Commodity and Defy Comparison
Cool quote: "Your brand is whoever customers think you are, whatever they think is your promise to them, and whether or not they believe that you keep that promise." (p.97)
