Customer Loyalty Guaranteed: Create, Lead, and Sustain Remarkable Customer Service

Great little book - a true pocket book that you can carry around while you savour the great ideas and clear simple examples given. Pearls of wisdom that I gleaned: * Measures of satisfaction are not equal to predictors of return visits nor of customer loyalty * There are many types of customer heroes,; how do you recognize, support and guide them? * How does a leader treat the workers . Ie. in construction how does he treat carpenters and operators? * What happens with a error? A rebuke or an opportunity to learn? * No ...buts. You did an amazing job , but * What do you want to be famous for? * The dash boarding ideas in Chap 19. I suggest this is a good leadership and hr book. Lots to learn from it and it gives you how tos not do nots.

Dr. Bell and John Patterson provide an easy read with powerful insight. If you know you want to provide great customer service but can't seem to get your arms around how, this is a great book to understand what the role models look like and how to inspire it when necessary. I filled the margins with lots of notes as it made for great brainstorming.