Thursday, December 11, 2008

Book Review: The Celebrity Experience

Cover of Cover via AmazonNo matter what business you are in, you deal with customers. Some companies have reputations for good service, others have lousy reputations. Good customer service is not guaranteed, in fact, bad customer service is talked about more often. How can that be changed?

If you looked at the businesses that do good customer service, not just once or twice, but consistently, they might have something to share on what helps them deliver their great service. Donna Cutting started with that idea and did the leg work for all of us. She talked with many of the top customer service organizations to find out their secrets. Donna shares them in her book, “The Celebrity Experience; Insider Secrets to Delivering Red-Carpet Customer Service”.

Each chapter of “The Celebrity Experience” stars with an inspirational story of outstanding service. The process to provide that outstanding is summarized in 5 or 6 actions. Donna then develops the details for each of those actions over the remainder of the chapter.

Stanley Marcus, founder of Nieman Marcus which is well known for their excellent customer service said:
“There are only two things of importance. One is the customer, and the other is the product. If you take care of customers, they come back. If you take care of your product, it doesn't come back. It's just that simple. And it's just that difficult."

Read Donna’s book and you'll understand how delivering red-carpet customer service can be executed successfully! It's just that simple.

Donna blogs at The Celebrity Experience

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