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Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results Hardcover – June 11, 2003
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From Publishers Weekly
Copyright 2003 Reed Business Information, Inc.
"I have been a customer and a friend of the Mitchells for many years and from day one everyone has greeted my wife and me with a hug, a smile and often times a good joke! They have been a beacon--and a leader--in developing sincere and deep relationships with their clients."
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Top Customer Reviews
Mitchell owns a high end clothing store in Westport, Connecticut. Like most brick and mortar businesses, his business was hit hard by the recession. But by switching to a customer-based business model (rather than transaction-based), Mitchell’s not only survived, they thrived! Warren Buffett refers to Hug Your Customers as “a gem … I wish everyone at Berkshire would follow [Jack Mitchell’s] advice — we would own the world.”
In case you’re wondering whether this is all a bit too sentimental and touchy-feely, remember this: in Jack’s world, a hug isn’t literal — it’s a stand-in. Some of the ways Jack and his employees “hug” customers include offering someone a beverage or snack, sending a birthday or anniversary card, making reservations for a customer at a restaurant, getting tickets to a ball game or the theater, giving them a smile, lending an ear to listen…and always, always, providing exemplary customer service. They go above and beyond in ways that are truly memorable, not to mention inspiring.
In the nonprofit world, some ways you might hug your donors include:
Something as simple as sending out an anniversary email or card celebrating the date of their first gift
Rewriting your thank you email to make your donors feel wonderful about their gift
Maybe, just maybe, you might even send some of your favorite donors a small gift
You’re in the relationship business. Your job is to provide exemplary donor service. It’s as simple as that. Hug Your Customers just begins to name the many ways.
My Marketing professor in college had this same philosophy which he passed along to me. But in the world of business companies fail to hug the customer by thinking that the company is more important than the customer.
Jack Mitchell is the type of boss whom I would love to work for. Cudos to Mr Mitchell for sharing his philosophy.
I have since passed along this book to my employer.
Most Recent Customer Reviews
We use this as a basic training manual for all employees . This what we live by in our retail storePublished 1 month ago by Doug Hubka
I just hope my competition doesn't get their paws on this book. It really gives me that competitive edge I was looking for.Published 1 month ago by Mykle Beck
Hug your customer? Absolutely! More than a clever slogan, this brilliant, proven, business strategy stems from the warm, embracing personal style of Jack Mitchell. Read morePublished 8 months ago by Susan Purdy
I need a bath after this book. Never have I read a book that makes being nice to others and getting to know them feel icky. Read morePublished 9 months ago by Karen
Best customer relations book around. Every salesperson in our company is given a copy.Published 12 months ago by BMV