dimanche 8 janvier 2012
"I Love You More Than My Dog" by Jeanne Bliss - Book review
"I Love You More Than My Dog"
Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad
By: Jeanne Bliss
Published: October 25, 2011
Format: Paperback: 224 pages
Publisher: Portfolio Trade/Penguin
"Beloved companies decide differently than everybody else. Acutely aware of how their every action impacts how customers feel and respond to them, they take the time to make purposeful decisions about the contacts they have with customers", writes customer service pioneer and expert, and President of CustomerBliss, Jeanne Bliss, in her transformational and passionate book "I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad. The author describes how simply being respected as a company is not as critical as being loved as an organization, and shares the strategies for creating long term customer loyalty and customer evangelism.
Jeanne Bliss understands deeply the real value of customer loyalty to any company. She points out how making the decisions that commit the company to the goals of excellence in customer service and customer experience, create and enhance those objectives. Becoming a beloved company is not an easy task, and the author warns decision makers that that there are no shortcuts or quick fixes to achieving beloved status. The good news, writes Jeanne Bliss, is that organizations blending their humanity with business, in every one of their decisions, and always keeping the customers in mind, is possible for any company. For Jeanne Bliss, making the commitment to excellence through always making the customer focused decision, will create that long term bond with customers.
Jeanne Bliss (photo left) recognizes that it is very possible for a company can become a beloved organization. The essential requirement is that the company leadership make the commitment to base their conduct and behavior on five active and purposeful decisions. By changing the way people live their lives, and through understanding how their products, services and actions improve people's lives, a company can become a beloved company.
The five important decisions are as follows:
* Decide to believe the employees and customers
* Decide with clarity of purpose about the unique promise to customers
* Decide to be real and break down barriers to become authentic
* Decide to be there for when customers need the company
* Decide to say "sorry" and be accountable for mistakes
For me, the power of the book is how Jeanne Bliss demonstrates how companies can become beloved through a change in their decision making, and through a transformation that alters the entire outlook and culture of the organization. Very importantly, the author emphasizes that there are no shortcuts to becoming a beloved company. This is not a book for those looking for magic bullets, as each of the five decisions demands a complete reappraisal and evaluation of how the company approaches its business, how it treats and handles customers and their overall experience, and the company's need to become authentic and accountable. Those changes to company culture don't happen overnight, and they require focus and and clarity of action.
Jeanne Bliss shows businesses how to build a loved company through dedication to living and internalizing the five key decisions. The author provides additional background through the positive experience of beloved companies through insights and cases studies. Huge marketing and promotional budgets are not the solution, but instead becoming purposeful and focused on the employees and customers will transform the company.
I highly recommend the insightful and game changing book "I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad by Jeanne Bliss, to any company decision makers and business owners and leaders who are prepared to dedicate their organization to that of a beloved company. Should that competition beating, employee engaging, and customer loving company be your goal and vision, then this is the must read book for you and your organization.