Authors & Events
Gifts & Deals
Oct 25, 2011
| ISBN 9781591844419
Oct 15, 2009
| ISBN 9781101148792
Also available from:
Oct 25, 2011 | ISBN 9781591844419
Oct 15, 2009 | ISBN 9781101148792
"I highly recommend reading this book!" -Tony Hsieh, CEO, Zappos.com
Lots of businesses are respected, but only an elite few have passionate, loyal, vocal fans. The kind of customers who not only come back time and time again, but rave to friends, family, and even strangers. The kind who can drive explosive growth via e-mail, blogs, Facebook, and Twitter. Jeanne Bliss is an expert on what it takes to earn that kind of customer.
Bliss has studied and worked with many beloved companies, from longtime successes like Wegmans and Harley-Davidson to relatively new companies like Zappos and The Container Store. They all make the same five fundamental choices. Their reward: an army of fans who say things like, "I’d marry them if I could," and "I love you more than my dog!"
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.
Jeanne Bliss is one of the foremost experts on customer-centric leadership and the role of the chief customer officer. For over 20 years, she led customer experience executive at Lands’ End, Coldwell Banker, Allstate, Mazda, and Microsoft. Since 2002 she… More about Jeanne Bliss
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