Building Customer Loyalty from the Inside Out [Paperback]

Debra J. Schmidt (Author)

Book Description

Publication Date: January 1, 2009

Customer loyalty is the responsibility of every employee within an organization. Customer loyalty is earned by developing positive relationships, one customer and co-worker at a time. Full of interesting tips, quizzes and compelling true stories of good, bad and ugly customer service, Building Customer Loyalty from the Inside Out illustrates why exceptional service must start within an organization in order to build loyalty with external customers. From building a loyalty-focused culture to dealing with angry customers, to boosting the bottom line, expert Debra Schmidt gives you powerful guidelines for retaining your valuable, existing customers. You'll find practical, proven advice on how to: Build a positive spirit of teamwork and collaboration inside your organization. Stop committing service sins that drive customers away. Communicate more effectively to build customer rapport and trust. Deliver old-fashioned, caring service that will delight your customers. Increase customer retention and generate positive word-of-mouth to increase sales.

Editorial Reviews

About the Author

Debra J. Schmidt, also known as the Loyalty Leader, is an author, consultant, corporate trainer and professional speaker. She helps companies boost their profits by leading the way to greater customer, employee and brand loyalty. Debra is in demand as one of the nation s top customer loyalty experts -- helping clients keep more customers, retain more employees, get more referrals and sell more products. As the owner of Loyalty Leader Inc., Debra provides training, consulting and keynote addresses for Fortune 500 companies, small businesses, professional organizations and trade associations throughout the United States. She has developed customer service standards and delivered training for companies such as Northwestern Mutual, Miller Brewing Company, Wells Fargo, Roundy s, American Family Insurance, Kohler Co, Lucent Technologies and the Green Bay Packers. She has a master s degree and over 28 years of customer service management and sales experience in a wide range of industries. Debra was nominated for an Emmy award in 1991 and has won six national marketing awards. In addition to her monthly television appearances on Fox News in Milwaukee, Wisconsin, Debra has been a featured guest on radio shows throughout the United States. Her articles have appeared in hundreds of magazines and on-line publications.

Product Details

• Paperback: 250 pages
• Publisher: Loyalty Leader Publishing; First edition (January 1, 2009)
• Language: English
• ISBN-10: 097071274X
• ISBN-13: 978-0970712745
• Product Dimensions: 8.9 x 6 x 0.7 inches
• Shipping Weight: 14.4 ounces (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (5 customer reviews)
• Amazon Best Sellers Rank: #2,054,463 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

5.0 out of 5 stars Customer Service Matters in Every Job, June 25, 2009

By 

Judy Jackson (Santa Barbara, CA USA) - See all my reviews

This review is from: Building Customer Loyalty from the Inside Out (Paperback)

Great book! Clear quips, tips and stories point out that even those of us who aren't on the front line have to build loyalty -- with our co-workers, vendors, investors and anyone who is in contact with our business. Glad I read it!

5.0 out of 5 stars Essays for Everyone, June 21, 2009

By 

P. Katz "P. Katz" (North Chicago, IL) - See all my reviews
(REAL NAME)   

This review is from: Building Customer Loyalty from the Inside Out (Paperback)

Although written for people in the business world, this book helps those of us who are merely customers understand what constitues good customer service. The essays describe both the best of customer service and the worst with clarity and humor. The author affords us insight into consumer's rights and how we may expect to be appropriately treated.

5.0 out of 5 stars How to Stand Out in a Crowd, June 19, 2009

By 

Lori Syverson (Milwaukee, WI) - See all my reviews
(REAL NAME)   

This review is from: Building Customer Loyalty from the Inside Out (Paperback)

Today's economic environment is more competitive than ever before and businesses of all sizes are searching for ways to stand out in the crowd.

Building Customer Loyalty is the tool businesses need to help them stand out in the crowd through increased customer loyalty. Schmidt provides practical suggestions and examples that are easy to apply to real life, day-to-day business situations. Building Customer Loyalty is valuable for any business and provides suggestions on how building customer loyalty benefits everyone in the value chain from external customers through internal employees, suppliers, distributors, shareholders, board members and supporters. Managers should make Building Customer Loyalty suggested reading for all of their direct reports.