andreweverett360 Book Review, Marketing

The Kindness Revolution

the-kindness-revolution


The Kindness Revolution: The Company-Wide Culture Shift that Inspires Phenomenal Customer Service
by Ed Horrell

Ed Horrell writes about poor customer service in American business. “What is really surprising, however, is the number of companies that view service as the item to cut in order to make more money. They decide to focus on getting new customers at the expense of keeping existing customers loyal… They lose sight of the fact that it usually costs around five times as much to acquire a new customer as it does to keep an existing one. ”

Continue reading “The Kindness Revolution” →
andreweverett360 Book Review, Marketing

Treat Your Customers

treat-your-customers-2


Treat Your Customers: Thirty Lessons on Service and Sales That I Learned at my Family’s Dairy Queen Store
by Bob Miglani

Miglani uses situations from his parents’ Dairy Queen store as the basis for customer service lessons applicable to business in general–including Fortune 500 companies like the one where he works as a sales executive. Thirty bite-size chapters in plain English make this a quick read.

The common thread throughout this book is a mindset focused on pleasing customers and earning their repeat business.  Topics include customer service, up-selling, work ethic, leadership, and supplier relationships.

Continue reading “Treat Your Customers” →
andreweverett360 Book Review, Marketing

The Experience Economy


The Experience Economy: Work is Theatre & Every Business is a Stage
by B. Joseph Pine II and James H. Gilmore

The Experience Economy is about the progression of economic value:

  • Commodities – coffee beans
  • Goods – ground coffee
  • Services – a cup of coffee at a diner
  • Experiences – cup of coffee at a fine restaurant or trendy café

“Commodities are fungible, goods are tangible, services intangible, and experiences memorable… The easiest way to turn a service into an experience is to provide poor service.”

Continue reading “The Experience Economy” →
andreweverett360 Book Review, Marketing

The Thank You Economy


The Thank You Economy
by Gary Vaynerchuk

The Thank You Economy is about connecting with customers through social media, but it is not a book about Facebook, Twitter, or any other specific technology.  It’s about creating a culture of caring relationships, like when your great-grandmother shopped with local merchants. Those relationships disappeared as the economy evolved from mom-and-pop shopkeepers to big box stores, but social media offers a means of restoring that human touch in a scalable way.

Continue reading “The Thank You Economy” →
andreweverett360 Book Review, Marketing

Uncommon Service


Uncommon Service: How to Win by Putting Customers at the Core of Your Business
by Frances Frei and Anne Morriss

Customer service is not an afterthought. In order to provide consistently excellent service, it must be baked in to the business model. In Uncommon Service, authors Frances Frei and Anne Morriss explain that great service is “made possible—profitable, sustainable, scalable—by designing a system that sets everyone up to excel.”

Continue reading “Uncommon Service” →