Overview

Hundreds of businesses have customers who admire them, but only an elite few have true advocates - passionate, loyal, vocal fans who rave about them to anyone who will listen. Jeanne Bliss, who served as a senior customer executive at five major companies, says there's no shortcut to becoming beloved. Her examples and advice will help businesses gain customer loyalty and, by doing so, sustain growth and profit even in a tough economy.

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9781591842958

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Reviews

?I believe in this book!? ?Colleen Barrett, former President, Southwest Airlines Hundreds of businesses have customers who admire them, but only an elite few have true advocates? passionate, loyal, vocal fans?who rave about them to anyone who will listen. Jeanne Bliss, who served as a senior customer executive at five major companies, says there's no shortcut to becoming beloved?you can?t hire a fancy marketing firm to get there. You earn it by how you decide to run your business?as Wegman's and Harley-Davidson have for decades and as relatively new companies like Zipcar and Zappos are doing right now. After studying and working with dozens of beloved companies, Bliss has identified five key decisions that lead to customer devotion: ? Decide to believe ? Decide with clarity of purpose ? Decide to be real ? Decide to be there ? Decide to say ?sorry? Her examples and advice will help readers sustain growth and profit even in a tough economy. E

If you are dedicated to a cause that you feel could make the world or a town or an organization or even yourself a better place/person and want some commonsense, practical approaches as to what causes people to believe in you and to want to tell your story, then I Love You More Than My Dog is a MUST READ! <br> - Colleen Barrett, president emeritus, Southwest Airlines (from the Foreword) <br> 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! <br> -Tony Hsieh, CEO, Zappos.com <br> Jeanne Bliss has written the right book at the right time. She identifies the key decisions that lead to great customer experiences. I recommend that all executives interested in customer experience read this book, and pass it on inside their company. <br> -Bruce D. Temkin, VP & principal analyst, Customer Experience, Forrester Research

"?I believe in this book!? ?Colleen Barrett, former President, Southwest Airlines Hundreds of businesses have customers who admire them, but only an elite few have true advocates? passionate, loyal, vocal fans?who rave about them to anyone who will listen. Jeanne Bliss, who served as a senior customer executive at five major companies, says there's no shortcut to becoming beloved?you can?t hire a fancy marketing firm to get there. You earn it by how you decide to run your business?as Wegman's and Harley-Davidson have for decades and as relatively new companies like Zipcar and Zappos are doing right now. After studying and working with dozens of beloved companies, Bliss has identified five key decisions that lead to customer devotion: ? Decide to believe ? Decide with clarity of purpose ? Decide to be real ? Decide to be there ? Decide to say ?sorry? Her examples and advice will help readers sustain growth and profit even in a tough economy. E ""If you are dedicated to a cause that you feel could make the world or a town or an organization or even yourself a better place/person and want some commonsense, practical approaches as to what causes people to believe in you and to want to tell your story, then ""I Love You More Than My Dog"" is a MUST READ!"" - Colleen Barrett, president emeritus, Southwest Airlines (from the Foreword) ""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, Zappos.com ""Jeanne Bliss has written the right book at the right time. She identifies the key decisions that lead to great customer experiences. I recommend that all executives interested in customer experience read this book, and pass it on inside their company."" -Bruce D. Temkin, VP & principal analyst, Customer Experience, Forrester Research"

Author Information

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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