Customer Service

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 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 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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A survey by Vodafone has found that one in three businesses would take their trade to a competitor if the supplier didn’t respond within two hours of sending an email.

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It shows how much of a time pressurised society we live in although I suspect that the true statistics will vary enormously depending on the product or service.

More alarming is that 85% of those people surveyed admitted that they had made enquiries and never received a reply and 10% said that happened regularly.

This echoes some previous research I saw when companies who advertised in a magazine were tested to see what happened when enquiries were made. The results were shocking – about 40% never heard any more from the company.

Is it time that you took a good hard look at your business and what really happens rather than what should happen?

I’ve mentioned the concept before, but there are Moments of Truth when the customer comes into contact with the business. A great business focused on customer service and delight makes sure that all these contacts are intentional – what you want to happen, actually happens.

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