Overview

What makes the difference between having customer who like you and customers who love you? Lots of businesses are respected, but only an elite few have passionate, loyal, vocal fans. The kinds of customers who not only come back time and time again, but rave to friends, family, and even strangers. The kind who can drive explosive growth via e-mail, blogs, Facebook, and Twitter. Jeanne Bliss is an expert on what it takes to earn that kind of customer. The bad news, she says, is that there's no shortcut; the world's biggest marketing budget can't make people love you. But good news is that a company can become beloved-if you commit to five essential decisions about how to run your business. Bliss has studied and worked with many beloved companies, large and small, from longtime successes like Wegmans and Harley-Davidson, to relatively new companies like Zappos.com and The Container Store. These are other fascinating examples prove that beloved companies never lose sight of the people affected by everything they do. Their reward- an army of volunteer publicists who spread buzz to friends and colleagues to try these companies, with statements such as, 'I'd marry them if I could,' and 'I love you more than my dog!' 'If you want to be a business that is defined by not only how many new customers you acquire, but also the number you keep and how passionately they help spread the word, then I highly recommend reading this book!' - TONY HSIEH, CEO, Zappoa.com 'Now more than ever, successful companies must have a deep-rooted passion for and commitment to delivering the utmost in customer service. Adopting Jeanne's five decisions will ensure your customers 'do a little dance' every time they interact with your brand.' - KIP TINDELL, chairman and CEO, The Container Store www.customerbliss.com

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9781591844419

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Jeanne Bliss began her career at Lands' End as a customer service pioneer and went on to serve as the chief customer executive at Allstate, Microsoft, and other companies. She is now the president of CustomerBliss, with clients such as AAA, Johnson & Johnson, and Symantec.

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