"I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad

by Jeanne Bliss

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—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.

Product Details

ISBN-13:	9781101148792
Publisher:	Penguin Publishing Group
Publication date:	10/15/2009
Sold by:	Penguin Group
Format:	eBook
Pages:	224
File size:	1 MB
Age Range:	18 Years

About the Author

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.

What People are Saying About This

Bruce D. Temkin

"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, Inc.)

Tony Hsieh

"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)

Kip Tindell

"Now more than ever, successful companies must have a deep-rooted passion for and commitment to delivering the utmost in customer service-there's no other option if you want to stay afloat in this day and age. 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)