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"I Love You More Than My Dog"

"I Love You More Than My Dog"

Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad

By Jeanne Bliss

Portfolio Hardcover, Hardcover, 9781591842958, 224pp.

Publication Date: October 15, 2009

Description
Hundreds of businesses have customers who admire them, but only an elite few have true advocates passionate, loyal, vocal fans who rave about them to anyone who will listen.
Jeanne Bliss, who served as a senior customer executive at five major companies, says there's no shortcut to becoming beloved you can t hire a fancy marketing firm to get there. You earn it by how you decide to run your business as Wegman's and Harley-Davidson have for decades and as relatively new companies like Zipcar and Zappos are doing right now.
After studying and working with dozens of beloved companies, Bliss has identified five key decisions that lead to customer devotion:
Decide to believe
Decide with clarity of purpose
Decide to be real
Decide to be there
Decide to say sorry
Her examples and advice will help readers sustain growth and profit even in a tough economy.


About the Author
Jeanne Bliss began her career at Lands' End as a customer service pioneer and went on to serve as the chief customer executive at Allstate, Microsoft, and other companies. She is now the president of CustomerBliss, with clients such as AAA, Johnson & Johnson, and Symantec.