Customer Reviews

Achieving Customer Delight in Your Organization - Field Book

5 star:		(2)
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2 star:		(1)
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I ordered this book, hoping that it would provide a simple but substantive approach to identifying customers and developing strategies to reach them. Instead, I was disappointed to discover that it was merely a compilation of worksheets with no explanation as to how to use them. Many of the questions were open-ended with no real structure that would lead to a coherent strategy.

The "One-to-One Fieldbook" by Don Peppers and Martha Rogers is a much more useful handbook, and at $15.95 is a much more worthwhile investment. I'm returning my copy of this book and keeping the Peppers and Rogers tome.

I have too many "500 tips" books about customers and not enough like this one! Achieving Customer Delight gives an individual or a group a disciplined process for really transforming the way they do business, and it is in very plain English. I would recommend it for executive directors, fund raisers and staff or volunteer teams. It would be an interesting tool for a new ED to use in diagnosing an organization, too. The worksheets are easy to use, and you could go through the whole thing in a retreat or do sections as staff development (probably 1-4 hours) in the office. It's a great discussion starter. How many organizations could say "yes" to the first item on the first worksheet:"This organization is focused externally?" Way too few, and this book could help turn that focus away from internal wrangling to a focus on the mission. Tom Peters tells great stories about other peoples' organizations. Achieving Customer Delight could help you make your own great stories.

This is an excellent resource to help an organization think through attitudes about and relationships with customers.

We all work in a fast paced world where how we treat our customers/clients/stakeholders can make or break a relationship. This workbook stimlates ideas about how we can get and keep customers and it inspires us to to do that in an outstanding way.

We have used it to discuss how we treat donors, staff, volunteers, clients and everyone who contacts our organization and is a potential member of one of those groups. The fieldbook asks the right questions and helped lead us to answers that work for us.