Richard Hanks, former EVP at Marriott and current President of Mindshare Technologies, has written an incredible book that addresses the current state of customer service, and how companies can ride out a looming recession by enhancing the customer experience. Full disclosure: Rich Hanks is a client of mine, and launching this book has been an amazing experience.
Stephen Covey calls Delivering and Measuring Customer Service: This isn’t Rocket Surgery, “The finest book on customer service I’ve ever read.”
You can see Rich on Fox Business discussing the book here:
Fox Business – Is Customer Service Dead?
The book outlines what companies have continuously gotten wrong with their customers, as well as the steps they should be taking to build relationships and drive revenue, including actually listening and reacting to customers. It’s already been endorsed by some of the biggest executive names in the world including: Clayton M. Christensen, Harvard professor and bestselling author, William R. Tiefel, chairman of CarMax and chairman emeritus of The Ritz Carlton Hotel Company, David Neeleman, founder and chairman of Jet Blue, Nolan D. Archibald, chairman and CEO of Black & Decker, and many others.
More information can be found at www.duffroad.com