Hug Your Customers: STILL The Proven Way to Personalize Sales and Achieve Astounding Results

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Revised and updated for the first time since original publication!

Here is the 200,000-copy staple, praised by Warren Buffett as "a gem ... I wish everyone at Berkshire would follow [Jack Mitchell's] advice--we would own the world."

If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business bestseller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits by providing exceptional customer service. It's that simple says Jack Mitchell. Hug Your Customers shares the hands-on practical philosophy that has allowed Mitchell and his Family of Stores to thrive and excel in today's challenging retail marketplace. Filled with accessible advice, personal case studies and tips any businessperson can use, Hug Your Customers is an energizing blueprint for customer and employee retention, increased per capita spending, and groundbreaking success.
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Additional Information

Publisher
Hachette Books
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Published on
Jun 11, 2003
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Pages
302
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ISBN
9781401398040
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Features
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Language
English
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Genres
Business & Economics / Customer Relations
Business & Economics / Sales & Selling / General
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Content Protection
This content is DRM protected.
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Read Aloud
Available on Android devices
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Eligible for Family Library

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Jack Mitchell
On a wintry evening in 1917, university professor Earle Terry listened with guests as the popular music of the day filtered from a physics laboratory in Science Hall into a receiving set in his living room. Little did they know that one hundred years of public service broadcasting had just begun. Terry’s radio experiment blossomed into a pioneering endeavor to carry out the "Wisconsin Idea," a promise to make the university’s knowledge accessible to all Wisconsinites, in their homes, statewide, a Progressive-era principle that still guides public broadcasting in Wisconsin and throughout the nation. In 1947, television was added to this public service model with Channel 21 in Madison, produced, like radio, from the University of Wisconsin campus. By 1967, when the Public Broadcasting Act created the Public Broadcasting System (PBS) and National Public Radio (NPR), the Wisconsin stations had been broadcasting for fifty years. A history one hundred years in the making, Wisconsin on the Air introduces readers to the personalities and philosophies, the funding challenges and legislation, the original Wisconsin programming and pioneering technology that gave us public radio and television. Author Jack Mitchell, who developed All Things Considered for NPR before becoming the head of Wisconsin Public Radio, deftly maps public broadcasting’s hundred-year journey by charting Wisconsin’s transition from the early days of radio and television to educational broadcasting to the news, information, and music of Wisconsin Public Radio and Wisconsin Public Television.
Matthew Dixon
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?

 


In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. 


The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: 

Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service.


If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees?


The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. 

The rewards are there for the taking, and the pathway to achieving them is now clearly marked.




From the Hardcover edition.
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