As we are focussing on customer service as our theme for October I was delighted to read about a new book due to be published in the UK in November.
‘I love you more than my dog’ by Jeanne Bliss is all about the decisions companies make that lead to extremely loyal customers. It is about the companies that as customers we just love – they are beloved. (I think in the UK we’d call them national treasures!!)
It’s only currently available on pre-order at Amazon but you can download the first chapter for free from the author’s website here..
Just reading the first page rang so true for me in terms of how we aim to do business at Leaps and Bounds.
This extract sums it up:
“Customers admire the beloved companies for how they are treated, not for how they are handled. And they love these companies because of how they feel when they come into contact with them. The language on the packing slip seems as if an old friend wrote it, not a computer. The voice on the other end of the line asks about your mom for whom you’re buying a sweater. And there’s no “corporate” pomp when you walk in the door. How beloved companies make decisions inspires acts that transcend normal business practices to create an emotional connection with their customers.”
Jeanne then goes on to discuss the 5 decisions that beloved companies make:
Decision 1: Beloved Companies Decide to Believe.
“We trust our customers. We trust those who serve them.”
Decision 2: Beloved Companies Decide with Clarity of Purpose.
“Our iron-clad integrity and clarity guides the direction of our decisions.”
Decision 3: Beloved Companies Decide to Be Real.
“We have a spirited soul, humanity in our touch, and personality that’s all ours.”Decision 4: Beloved Companies Decide to Be There.
“We must earn the right to our continued relationship with customers.”Decision 5: Beloved Companies Decide to Say Sorry.
“We act with humility when things go wrong. We will make it right.”
Simple but powerful decisions and I’m looking forward to finding out more about the companies that have implemented these successfully.
So enjoy the read – great to have access to the chapter and I’m planning on pre-ordering my copy already.
Gill
