The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.
Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you. For example:
As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand-new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to frontline staff who deal directly with clients and customers.
Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
©2013 Lee Cockerell (P)2013 Random House Audio
"At Zappos, many of our business decisions revolve around the customer. Lee Cockerell understands the importance of a great customer experience and shows you how to deliver happiness to your customers." (Tony Hsieh, New York Times best-selling author of Delivering Happiness and CEO of Zappos.com, Inc.)
"These Rules rule. If you play by these rules you will win." (Carl Sewell, Chairman of Sewell Automotive Companies and author of the million-copy best seller Customers for Life)
"The Customer Rules is easy to read and understand, but profound in so many ways! If companies and leaders would follow this advice their customers and business would be significantly better." (Al Weiss, Former President, Disney Parks and Resorts, Worldwide)
Apart from this book being short and precise, this is the kind of stuff every business person should listen to daily... This book reminds me of the great secrets of the ancients!
The narrator delivers this book like it was the most important thing on his mind. And yes I could gobble this book up thrice a month!
Complete, very god examples, totally recommend it. Lee states many tips for understanding customer satisfaction. Very well done.
I've read and/or listened to Lee's (2) other books before listening to this and "The Customer Rules" did not disappoint. Great listen for anyone regardless of where you are in your organization!
Follow Lee's advice and you will win at customer service and when that happens everybody wins.
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