Customer Reviews

Best Practices: Building Your Business with Customer Focused Solutions

5 star:		(9)
4 star:		(3)
3 star:		(1)
2 star:		(1)
1 star:		(0)

 

 

No it doesn't take major working capital to build a successful marketing machine. It does require a focus on the details that are important to your customers. Before you squander working capital on fancy advertising campaigns, read this book. Then you will learn that spending your money on product formulation, service and support are the cornerstones to successful marketing. This book provides exceptional real world examples of how to grow a business by focusing on customer service solutions.

Having read several CS books, this one breaks no new ground. Had this book come out five years ago, it would have been more useful. As is, the book seems terribly dated and not especially enlightening. If you've read nothing about customer sat, then this book is a good read.

A useful text with numerous examples to motivate and encourage your team to get creative and innovative. Useful to owners of small businesses and entrepreneurs to understand how the big organisations succeed. It is little things that could be done for big returns. With the focus on simple things like benchmarking and audit, understanding markets, products and services, it brings all together on winning customers. I have often trawled this book for best practices from time to time and without fail, I have found often new insight and ideas each time I flipped through it. Its a kind of book you may want to read and dip into from time to time for ideas to spark your creativity! The best practice agenda & top ten diagnostic questions at the end of each chapter are useful tools to develop your own best practices.

An enthusiastic two thumbs up!

Unlike most businesss books that say in 300 pages what can be said in 3, this book delivers its message clearly and concisely.

It offers many "best practices" learned from direct client experience that can be used immediately in companies. Colored with examples, and punctuated throughout with tidbits of wisdom.

A must buy!

The books quotes numerous examples. That's what the book is all about.

Readers may use these as foundation point for implementing best practises in their own companies. Different companies have different situations.

These ideas motivate one to perform well, often to surge ahead of the competition. Gives you the adrenaline pump to come out with the best.

The importance of value-chain is emphasized by quoting examples of companies such as Lexus which managed continuity of service despite problems in plants of its suppliers.

Readers have to be cautioned that this book is not a panacea to customer-service problems.

Customer Service is not a mere toll-free number. A reader will realise this and much more by reading this book.

This is definitely a worthwhile book to read. It contains many interesting, memorable case studies. In addition, each chapter summarizes with an "agenda" and a list of "Diagnostic Questions." These diagnostic questions are targeted to help detect suboptimal situations and begin the process of extraction. If this book has a downside, it's primarily in the first few chapters, which tend to be thinly-veiled advertisments for Andersen. But, once beyond this, the advertisments are stripped away, and the real meat of the book is fully evident. If you're looking for Hiebeler's definition of "best practices," you won't find it in this book. But, you will see many examples of best practices, and how to become more customer-oriented in every level of business.

How delightful isn't it to have a pre-Enron Arthur Andersen "best practices" book?

Thanks to history, this book is packed with self-referencing, cryptic, and totally unintended irony and wit.

Arthur Andersen executives Robert Hiebeler, Thomas B. Kelly, and Charles Ketteman have brought the company's "Global Best Practices" program to book format. They tell you how to adapt any company's best practices to your business. They highlight dozens of examples from the thousands that they have collected for Andersen's popular database. The authors take a direct, no-frills approach to presenting their ideas and information, and concentrate on case histories that give you plenty of details. This makes the book highly useful, clear, and free of useless jargon, so we [...] recommend it to people at all levels in any business. You are bound to find some useful gems.

This book should have been titled "Best Practices,as Understood by AA". While there's good information on how others have focused on giving customers what they want, when they want it, where they want it and how they want; there's little new ground covered. Rather than looking inward to AA people for "Best Practices" the authors should have sought out cutting edge solutions and provided ways to implement. The promblem with corporate inbreeding is that you limit the intellectual gene pool.

After getting past the sales and marketing pitches, the book began to provide a number of interesting examples of Best Business Practices. I would have liked to have seen more Best Practices provided. I was extremely disappointed with the blatant sales and marketing that was thrown in.