Create the Culture of Beloved and Prosperous Companies.
This book was written as a journey to help you understand and compare your performance with the decisions that have created cult companies. It gives you an immediate understanding of how the decisions of your company have created the impression of your company and the “story” being told by customers and employees.
Through 45 case studies, it illustrates the best practices customer service of how these companies decided to run their business. In hiring and selection, customer experience, policies, operations, delivery and support, the actions and impact of their choices are explained. Challenges and customer loyalty questions follow each case study, so you can review and evaluate if you are ready to make these same choices. Use what you learn to evaluate, redirect and course-correct the DNA and culture of your company.
- Learn the Five decisions that drive business prosperity and growth
- Receive 45 case studies to educate your organization
- Compare your business decisions to those made by beloved companies
- Use the challenge questions to change your culture
CustomerBliss has created a suite of products and services to assist you in creating a customer culture inside your business.
Show Me the Products Create the Culture of Beloved and Prosperous Companies
Create the Culture of beloved and Prosperous Companies
Is Your Company Beloved?
A Ten Question High Level Diagnostic of how close you are to being a “cult” company.
Click Here to Begin.
How Are You Performing In the Five Decisions?
An introduction to each of the five decisions and an online diagnostic to determine your performance in each.
Click Here to Begin.
This book is probably the best one on customer service to be published in a long time. And since customer service is the new marketing, this book is essential for entrepreneurs—and for anyone who is charged with keeping your clients satisfied. Click here for article.
CEO Refresher - Best Book of 2009
Guaranteed to "twist your head" and have you take a very good look in the mirror to consider your values and understand the five key decisions that lead to "beloved" customer devotion. It's brilliant, and the very best of the year! Click here for article.
Small Business Trends
EVERY small business owner should be doing this kind of thinking.
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Soundview Executive Book Summaries
An Unorthodox Book With Essential Customer Loyalty Insights Bliss's book delivers information in an inverted example of left-brain/right-brain that would make Daniel Pink, author of A Whole New Mind, smile with delight.
800CEO Read “Jack Covert Selects”
The highly functional way Bliss conveys her concepts in short, extremely focused sections are memorable and easily communicated to others within your organization.
An Unorthodox Book With Essential Customer Loyalty Insight
October 29, 2009
From: Andrew Clancy
Soundview Executive Book Summaries
One of the more perplexing phrases to enter the English language is the declaration that something has a "cult-like following." While people would generally consider the word "cult" to have negative connotations, marketing professionals and retail business owners are desperate to tap into the power of singular, unwavering devotion when it manifests itself in consumers. Everyone has his or her preferences, but there is a difference between enjoying a particular product or retailer and having a fanatical devotion to a company. Jeanne Bliss, who previously served in a consulting role with Coldwell Banker, Allstate and Microsoft, among others, is concerned with creating extreme customer loyalty. In her new book, I Love You More Than My Dog, she outlines five essential decisions a company must make to become beloved by its customers.
The difference between customers having a preference for one's product and a fanatical devotion for it is simple; with soft drinks, for example, a loyal customer will always choose one brand of cola over another when given the choice. A customer with extreme loyalty will refuse any other brand and will gladly drive long distances or pay exorbitant shipping costs to make sure that his home is continuously stocked with a supply of the preferred cola. He will also likely serve the cola to friends and guests and will personalize his social media pages with the cola's logo. This type of customer appears to defy logical conventions, but Bliss argues that fanatical customers are merely responding to a set of behaviors on the part of a willing company.
I Love You More Than My Dog features one of the boldest graphic designs of any business title reviewed in the history of Soundview Executive Book Alert. Bliss's book delivers information in an inverted example of left-brain/right-brain that would make Daniel Pink, author of A Whole New Mind, smile with delight. Business leaders who prefer rational thought presented in digestible, bulleted lists will keep their eyes glued to the left side of every two-page case study spread. The left page presents a company who does an exemplary job illustrating one of Bliss's five decisions. Readers are rewarded with insight into the decision's intent, the motivation for ex! executing it, and the impact the decision had on the company's ultimate success.
Executives with a creative flair, a characteristic that should be at the core of a Chief Marketing Officer's DNA, will appreciate Bliss's creative use of exaggerated font sizes and bold typefaces to emphasize the questions the reader should ask him- or herself. These questions appear on the right side of each case study's two-page spread. It may startle readers upon first opening the book, and there will be critics who will question whether or not the tactic wastes page space. A better way to view the radical design of I Love You More Than My Dog is to consider the thought behind making the questions as large as they appear. By showcasing these queries, Bliss makes it impossible for readers to gloss over the importance of self-reflection as a means to advancing one's business goals.
Each of Bliss's five decisions features eight or more case studies. The companies Bliss selected range from the obvious (Apple) to the unique, such as Austin, Tex., sweet shop Amy's Ice Creams, where "slingers" literally send scoops flying. An important benefit for readers is the scope of the companies profiled by Bliss. There are many instances where an executive of a small business quickly sets aside a book once he or she sees that the path of every case study inevitably leads to the doors of Apple, Southwest Airlines and Amazon.com. In the interest of full disclosure, all three of these firms make appearances in I Love You More Than My Dog, but small business owners and retailers will benefit from the dozens of examples from companies that don't currently grace the Fortune 500. This is just one of the reasons that Bliss may find a few fanatical followers of her own as this book continues to impress readers.