Here’s a quick update on two resources to help improve customer service and retention. First, Frances Frei and Anne Morriss were kind enough to send me a copy of their latest book: UNCOMMON SERVICE. In it they discuss a new model organizations can use to improve customer service and improve loyalty. I will be reading and reviewing this book in the next few weeks so stop by soon to catch that post. In the meantime you can learn more at their website: Uncommon Service. The second resource you should look at is a customer service blog called: Service Untitled. [...]
Customer Service Books & Blogs
This section has customer service blogs and books to help you and your organization improve customer delivery and skills. Look here often for reviews and links to the newest and best books and blogs on customer service, customer loyalty, customer feedback and or course training guides, manuals and related publications.
Improve customer service and you’ll have more loyal customers No matter what the economy is like you can have more customers coming back and increase customer referrals without spending a fortune. And you can get started right away with this book. More Loyal Customers contains 21 real world proven tools to help you increase customer retention by improving customer service. These tips, tools, ideas and rules have been used by hundreds of companies to grow revenue and profits by creating more loyal customers. If you want to grow your company, the best way to start is by increasing customer loyalty. [...]
My friend Jim Logan called me the other day. He was excited about a book he had just finished. It’s the latest book by Gary Vaynerchuck and it’s called: The Thank You Economy. Some people think this book is about social media. And it is. But the reason Jim was so excited, and the reason he called me, was because this book is about much more. It’s about how any of us can use social media to increase customer loyalty. This book is really about finding better ways to connect with, understand and care for our customers. It’s also about [...]
This is the March 2010 edition in my series of Top 10 Customer Service lists. Every month I’ll present my top 10 list of resources that can help you improve customer service and increase customer loyalty. To keep the lists readable I won’t go into a lot of detail on each item. But each resource listed will have a link to more information. ** Keep in mind these are just my opinions – no crowd-sourcing or other survey techniques have been used here. And, as always, I welcome your opinions in the form of comments, questions and additions to the [...]
Here’s a web resource that has useful customer service information, and a whole lot more. Actually it has over 6,000 articles and other resources for small businesses. It’s called WBSOnline.com and it’s a free service of Winmark Business Solutions. Winmark is a Minnesota company that offers franchise, leasing and other services to their small business clients. They’ve been doing it for many years and they’ve developed a solid reputation. So they decided to move some of their expertise online, giving them the ability to help more businesses than ever before. The result is a handy web resource that combines articles, [...]
About 15 years ago a bright guy from Minnesota started building a website to help people manage their organizations better. Carter McNamara, of Authenticity Consulting, LLC, had the idea long before most of us even knew what the Internet was. Even better, he stuck with it and built a popular and useful resource that is completely free. It’s called: ManagementHelp.org Today this website gets over 1 million visitors every month. It has an Alexa ranking of 26,392. I’d say he found a need and filled it very well. When you go to ManagementHelp.org, make sure you have some time to [...]
Here are ten of the best customer service books available. If you are looking to improve customer service, handle complaints better or go the extra mile for customers, these books can help get you going in the right direction. Keep in mind these are just my opinions – no crowd-sourcing or other survey techniques have been used here. And, as always, I welcome your opinions in the form of comments, questions and additions to the list (hey I’m not perfect!). The Amazing Service Guy’s Top 10 Customer Service Books 1. Unleashing Excellence by Dennis Snow & Teri Yanovitch Why listed: [...]
This week’s Amazing Customer Service Resource is as useful as it is fun. It’s the brainchild of Guy Kawsaki and it keeps getting better: Alltop – Customer Service Alltop’s reason for being is best explained by this quote: “It’s not information overload. It’s filter failure.” – Clay Shirky We all have too much information coming at us. We need better ways to manage it. Filters like Alltop are a way to do that. They manually select certain websites (blog and other media/information sites) to be displayed by their pages. Then they show headlines from the five most recent articles from [...]
Customer Service Book Review: Customer Service For Dummies (For Dummies (Business & Personal Finance)) by Karen Leland and Keith Bailey This is a useful nuts and bolts type book. It’s not sexy or shocking in any way. It does what it should: It offers practical, proven ideas and guidance to help any organization improve customer service. This hefty (408 pages) tome covers a lot of topics. From service selling to help desks, call centers and IT departments. The authors provide help for management to create a customer focused organization. And they offer tactical tips and advice for customer facing employees [...]
