The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World

I am a fan of Robert Shook and I always find his books insightful and informative. This book is no exception and I congratulate him and his co-author Britt Beemer on a well researched and thoughtful presentation on how to win customer loyalty. In these difficult economic times, THE CUSTOMER RULES offers invaluable advice on how to win market share. At the end of the day, those companies that follow the principles that Shook and Beemer advise will survive and thrive. Those companies that do not will fall by the wayside.

This book has changed the way I perceive all of my customers. A very well written book with great ideas and concepts related to the customer.

I was intrigued by the title of this book, since I am a small business owner. I figured it might have some interesting insights to help me navigate through today's unstable economy, but I cannot believe the wealth of information that is in this gem of a book! I highly recommend it to everyone who wants their business to succeed! You will really be inspired as to get and keep valued customers. The timing could not be better for a book like this.

I always thought that my customers received outstanding customer service, but Beemer and Shook described in detail levels of customer service that go beyond "outstanding." The Customer Rules was a fun, fast read, that gave actual experiences from corporations that I already admired. Now I understand what makes them special. I hope that Beemer and Shook do a sequel. Bernie Bornstein

The Customer Rules is an informative, entertaining and critical look at the methods by which the best companies attract, keep and please their customers. The sucessful strategies are illustrated by anecdotal accounts which make them come alive. There's a lot here to be learned - especially in today's increasingly competitive markets.