Overall WINNER - CMI Management Book of the Year 2014
WINNER - Innovation & Entrpreneurship Category at the CMI Awards 2014
Create a great customer experience whoever you are.
Customers are powerful. They have a loud voice, a wealth of choice and their expectations are higher than ever.
This book covers ten principles you can use to make real world improvements to your customers’ experiences, whatever your business does and whoever you are.
For managers, leaders and those starting a new business, the book shows that making improvements customers will appreciate doesn’t need to be complicated or cost a fortune.
Matt Watkinson is a designer and consultant who helps businesses get their customer experience right. He has worked with household names, design agencies and management consultancies at home in the UK, in Europe and America. Learn more about Matt at www.mattwatkinson.co.uk .
Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example:
Rule #1: Customer Service Is Not a Department
Rule #3: Great Service Follows the Laws of Gravity
Rule #5: Ask Yourself "What Would Mom Do?"
Rule #19: Be a Copycat
Rule #25. Treat Every Customer like a Regular
Rule #39: Don’t Try Too Hard
As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers
Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
Five Star Service 2nd edition is an easy read, high impact title from the bestselling author of How to Be Brilliant, Michael Heppell. In this book he gives you over 100 instant tips, 50 examples of the best practices, over a dozen brand new techniques and multiple strategies to equip you with a winning edge to knockout your customers and help you
· Delight your customers every time
· Deliver remarkable results that will keep them coming back for more
· Win more customers without spending a fortune
· Get repeat orders and referrals from everyone you encounter
Whether it’s studying the Disney parking system or enrolling students at college; going behind the scenes in the world’s top hotels or becoming the office hero, Five Star Service will show you how to wow your customers, colleagues and cohorts.
· Evaluate and refine product and service ideas
· Reduce risk by considering the broader impact of strategic decisions
· Identify the root causes of business challenges
· Anticipate the impact of changes in the market and turn them to your advantage
· Collaborate more effectively across teams
Combining practical guidance with real-world examples, The Grid will bring clarity and confidence to your business decision-making.
'The Grid provides you with a simple way to look at the complex system which is your business. With the possible exception of Warren Buffett, everyone needs to read this book.' RORY SUTHERLAND, VICE CHAIRMAN, OGILVY GROUP
'The Grid provides a systematic framework for looking at virtually all the critical aspects of your business, and maybe more valuable, at how each affects the others. It'll be a rare reader who doesn't come away with fresh, useful insights into his or her enterprise.' WALTER KEICHEL III, author of The Lords of Strategy
'Matt Watkinson distils strategic know-how into nine ingenious perspectives and, with the use of clever examples, shows us how to apply this technique of thinking to any business problem or market opportunity. An extraordinarily powerful book.' DR JULES GODDARD, author of Uncommon Sense, Common Nonsense
'The Grid presents a unique, joined up approach to decision-making, revealing both the holistic nature of business and all the key elements a business must consider. I can safely say that if you only read one business book in your life it should be The Grid.' PHILIP ROWLEY, Chief Finance Officer, Sony Pictures Entertainment
It can be read as a whole or you can dip into the easy-to-read, bite-size sections as and when you need to deal with a particular issue. The structure has been specially designed to make sections quick and easy to use – you’ll find yourself referring back to them again and again.