Treat Your Customers

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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”

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”

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”

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”