Hug Your Customers

The Proven Way to Personalize Sales and Achieve Astounding Results

By Jack Mitchell
(Hachette Books, Hardcover, 9781401300340, 302pp.)

Publication Date: June 2003

Other Editions of This Title: Compact Disc

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The 200,000-copy staple, praised by Warren Buffett as "a gem... I wish everyone at Berkshire would follow [Jack Mitchell's] advice--we would own the world."

A master of customer service, Jack Mitchell, reveals his secrets for developing long-lasting business relationships and customer loyalty in HUG YOUR CUSTOMERS.

The only way to stay in business is with customers and Jack Mitchell knows ow to attract them, and how to keep them. He has a deceptively simplebut winning approach to customer service--that a relationship is at the heart of every transaction. Jack's business philosophy is based on "hugs"--personal touches that impress and satisfy the customer, such as:

  • Remembering the name of your customers' dogs
  • Calling a customer to make sure he/she is satisfied after a purchase.
  • Having a "kids' corner" with TV, books and treats in retail spaces.
  • Introducing customers to business contacts.
  • And so much more.
This is a proven theory--hugging works! Mitchells/Richards/Marshs/Wilkes Bashford acheives among the highest margins in its industry, as well as amazing customer loyalty. Complete with anecdotes that exemplify outstanding customer service, HUG YOUR CUSTOMERS shows how any business can adapt this hugging philosohpy to attrached great staff, lower marketing costs, and maintain higher gross margins and long-term revenues. At a time when customer service has become the difference between success and failure, HUG YOUR CUSTOMERS shows how Jack's one-of-a-kind philosophy brings the results for which you are working!

About the Author

Jack Mitchell is the Chairman of Mitchells Family of Stores (Mitchells, Richards, Marshs, and two Wilkes Bashford stores), five of the most successful clothing stores in the business. He and his wife, Linda, live in Wilton, Connecticut, where they raised four sons.

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