Resources At Your Fingertips
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by Mikki Shenkenberg
t Customer Care News, it is our goal to provide companies with information and
resources on providing top-notch customer service. To that end, we want to highlight some of the top books and periodicals available. Below is a list of the top 10 best-selling books on
customer satisfaction.
1. Thank God It’s Monday! by Roxanne Emmerich (FT Press, 2009), Full of inspiring ideas and engaging stories to create passion in your organization
2. Exceptional Service, Exceptional Profit: The Secrets of Building a Customer
Service Organization, by Leonardo Inghilleri, Micah Solomo and Horst
Schulze (AMACOM, 2010), Emphasizes the importance of building true customer loyalty, one customer at a time, and how to keep them coming back for more.
3. Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to
Make Them Love You, Keep You Coming Back, and Tell Everyone They Know by Jeffrey H. Gitomer (Bard Press, 1998), Describes a game plan that any customer-serving employee, salesperson, manager, executive or entrepreneur can enact to ensure loyal customers.
4. The Ultimate Question: Driving Good Profits and True Growth by Frederick F. Reichheld (HBS Press, 2006), Promotes golden-rule behavior that generates profits.
5. The Balanced Scorecard: Translating Strategy into Action by Robert S. Kaplan and David P. Norton (HBS Press, 1996), Uses observations
reported to help you in launching and implementing a “Balanced
Photo by Mikki J. Shenkenberg www.worldartfoundation.org/mikki_shenkenberg.html
Scorecard” program in your organizations with many ideas on communicating vision and executing strategies to success.
6. Results That Last: Hardwiring Behaviors That Will Take Your Company to the Top by Quint Studer (Wiley, 2008), Helps you develop standardized leadership practices resulting in better strategy and better customer relations.
“Top Ten” Books to Read
7. Secret Service: Hidden Systems That Deliver Unforgettable Customer Service by John R. DiJulius III (AMACOM, 2003), Reveals how to develop behind-the-scenes systems to enable your business to “go deeper” with your customers and have them feel welcome, comfortable, important and understood.
8. Perfect Phrases for Setting Performance Goals: Hundreds of Ready-to-Use Goals for Any Performance Plan or Review
by Douglas Max and Robert Bacal (McGraw-Hill, 2004), A practical job aid that makes it easy for your company to raise performance and focus your people on the organization’s top priorities.
9. What’s the Secret: To Providing a World-Class Customer Experience by John R. DiJulius III (Wiley, 2008), Contains the solutions, systems and answers by telling you how the top customer service companies in the world execute world-class service consistently.
10. Customer Service: Career Success Through Customer Loyalty (5th Edition) by Paul R. Timm (Prentice Hall,
2010), Describes the keys to customer satisfaction by empowering all organization members to participate
Fall 2010
fully in the ongoing process of winning customer loyalty. CCN
Books are available at Amazon.com, Borders, and Barnes & Noble
www.customercarenews.com
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