Customer Service books

The full title of this book by Carl Sewell and Paul Brown is

“Customers for Life: How to Turn That One-Time Buyer into a Lifetime Customer“.

In my review at Amazon.co.uk, I gave the book a rating of Four Stars. This means I consider it to be in the range of good to very good.

Here is my review.

Inspiring customer service tales from more than 25 years ago

This book was originally written in 1990 and republished in 1998 with a new introduction.

It shares the thoughts on excellent customer service from the top luxury car dealer in America and dates back to the time when we were looking closely at the Japanese quality improvements. [continue reading…]

The full title of this book by Ken Blanchard and Margaret McBride is

“The One Minute Apology: A Powerful Way to Make Things Better“.

In my review posted on Amazon.co.uk, I rated the book as worth Four Stars. This means it is Good and Well Worth Reading.

Here is my book review.

The apology starts by admitting that you’ve made a mistake and will take responsibility for your actions.

This book, like the other One Minute Manager books, is told in the form of a story and it makes some powerful points in an entertaining way.

According to management guru Brian Tracy, “I was wrong” are three of the most important words that a manager can learn to say. [continue reading…]

The full title of this book by Ken Blanchard and Sheldon Bowles is

“Raving Fans : A Revolutionary Approach to Customer Service“.

In my review posted on Amazon.co.uk, I gave it a rating of Four Stars. This means I think it is Good and Well Worth Reading.

Here is my book review.

A vital message wrapped in an irritating story but the ideas are good

The critical message of this book is that satisfied customers are not good enough…you need Raving Fans.

This carries on the One Minute Manager traditional of books of educating you through a story. The gist is that the Area Manager (never named) is in a new job and he is told to forget his plans for Total Quality and instead to embrace customer service if he wants to last longer than the eight months average time in the role from his last three predecessors. Charlie arrives, his golf addicted fairy Godmother to teach him. [continue reading…]

The full title of this book by Scott McKain is

“All Business is Show Business: Strategies for Earning Standing Ovations from Your Customers“.

In my review posted to Amazon.co.uk, I rated it as Four Stars. This means I think it is Good and Well Worth Reading.

Here is my book review.

Capture attention and keep customers interested through “entertainment”

I enjoyed reading this book and it covers three important concepts:

1. A high concept – a short, powerful summary of what your business is all about.
2. A powerful story – expand on the core concept through a powerful, emotional packed, memorable story which creates a real connection with customers – I wrote about this in my blog on the Core Myth.
3. The ultimate customer experience – a similar concept to what I call the perfect customer experience and the ideal customer experience.

[continue reading…]

The full title of this famous book by Jan Carlzon is

“Moments of Truth: New Strategies for Today’s Customer-Driven Economy“.

In my review posted at Amazon.co.uk, I rated the book at the Four Stars level. This means I think it’s Good and Well Worth Reading.

Here is my book review.

A powerful story of leadership for customer service

Jan Carlzon shares the story of his turnaround of three Scandinavian airline businesses and in particular the biggest – SAS – in the early eighties.

The focus is on customer service and leadership and in particular empowering the front line who deal with customers to deliver powerful moments of truth and make this a classic leadership for customer service book. [continue reading…]

The full title of the book by Richard Tunnah is

Cut Costs and Increase Profits Using Customer Reactivation Campaigns

In my review posted on Amazon.co.uk, I gave it 3 Stars.

Here is my review.

Good for explaining why customer loyalty is important but the title doesn’t describe the book

The author makes a strong case using various statistics to explain why encouraging customer loyalty is such an important issue. It then lists five reasons why customers might stay loyal and six reasons why customers might stop buying from you. [continue reading…]

In my review of the book

The Ten Principles Behind Great Customer Experiences by Matt Watkinson

posted on Amazon.co.uk, I gave it 3 Stars. This means it is Worthwhile.

Here is my review.

Not as good as I thought it would be

I had high expectations of this book but I was left disappointed. I’m well aware that there’s an irony there but I wonder if this is another book where the reviews have been bumped up by friends. [continue reading…]

The full title of this book by Nigel Greenwood is

“The Six Things That All Customers Want: A Practical Guide to Delivering Simply Brilliant Customer Service“.

In my review posted to Amazon.co.uk, I rated this at the Four Stars level. This means I think it is Good and Well Worth Reading.

Here is my book review.

A good book but presented poorly in a kindle reader

This is a short, practical book with plenty of customer service tips that apply to large and small businesses and it’s priced very fairly.

There’s nothing exceptional here that will shock you if you think about the problems from the other side of the exchange, when you’re the buyer. [continue reading…]

The full title of this book by Alain Guillemain is

Customer Delight: Strategic Insights for Market Leaders

In my review posted on Amazon.co.uk, I gave the book Three Stars.

Here is my review.

Well meaning but odd

This book is very well intentioned and the author makes some very good points at the beginning but by the time I was about 15% of the way through I was having some doubts and I decided that it wasn’t for me and I wouldn’t be able to finish it at the 33% mark.

Customer delight is an important subject that goes well beyond satisfaction. It is well worth finding out how you can adjust your business to deliver delight.

My advice is to download the Kindle sample and read that first. I didn’t bother and I regret it. Just because I didn’t enjoy reading it doesn’t mean that you won’t find it very helpful. The Amazon.com reviewers seem to love it although they don’t seem to have reviewed any/many other things.

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