Books and Workshops to build and sustain customer focus and service excellence throughout your entire organization.
By Kevin Stirtz
Enhance your Customers’ Experience and sharpen your Customer Focus to differentiate your organization and build long-term loyalty and profitability.
If you need help, check out our book, That’s Customer Focus!: The Overworked and Under-appreciated Managers Guide to Creating a Customer-Focused Organization.
Everything you need know and do to create and implement your strategy is covered in this great book.
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Kevin has a terrific book. It’s called “More Loyal Customers” . Check it out.
3. Who’s Your Gladys by Marilyn Suttle & Lori Jo Vest
Why listed: Lots of detail and value in stories used as examples. Good way to bring concepts to life.
Like best: Loved the “Gladys Responds” section at the end. Nice way to sum up the ideas.
4. Your Call is Not That Important to Us by Emily Yellin
Why listed: Focus is on how companies are trying to improve customer service.
Like best: History of AT&T’s Theodore Newton Vail, a business man about 100 years ahead of his time.
5. Customer Satisfaction is Worthless by Jeffrey Gitomer
Why listed: Gitomer delivers his message with punch. Love him or hate him, he gets your attention.
Like best: Lots of lists and very interactive. Busy but innovative design for a book.
6. Customer Loyalty Guaranteed Chip R. Bell & John R. Patterson
Why listed: Useful information but fast reading format. Easy to pickup and get value from.
Like best: Strong focus on leader’s responsibility for customer service in the organization.
7. That’s Customer Focus by Ray Miller and Laura E. Miller
Why listed: Covers all the basics in a well organized, easy to follow manner.
Like best: Rules to Live By, quizzes and Action suggestions.
8. Exceptional Customer Service by Lisa Ford, David McNair, William Perry and Tony Hsieh
Why listed: Well done update of a best-selling customer service classic.
Like best: Love the examples of well-known companies, especially Zappos.
9. Customers for Life by Carl Sewell and Paul Brown
Why listed: Hands on, real life and how to. Good for owners, managers and employees.
Like best: Big emphasis on learning what customers want and then giving it to them.
10. The Cult of the Customer by Shep Hyken
Why listed: Fun read with solid ideas and tools. Focus is building your business around your customers.
Like best: The Art of WOW (Chapter 16)
Zappos Culture Book – 2009 by Zappos.com
Why listed: Extremely motivational. Great reference guide or daily reader for everyone on your team.
Like best: Real words from real employees.