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"I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad Hardcover – October 15, 2009

ISBN-13: 978-1591842958 ISBN-10: 9781591842958 Edition: 0th

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Product Details

  • Hardcover: 224 pages
  • Publisher: Portfolio Hardcover (October 15, 2009)
  • Language: English
  • ISBN-10: 9781591842958
  • ISBN-13: 978-1591842958
  • ASIN: 1591842956
  • Product Dimensions: 5.5 x 0.8 x 8.3 inches
  • Shipping Weight: 12.8 ounces
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (28 customer reviews)
  • Amazon Best Sellers Rank: #762,421 in Books (See Top 100 in Books)

Editorial Reviews

Review

"If you are dedicated to a cause that you feel could make the world or a town or an organization or even yourself a better place/person and want some commonsense, practical approaches as to what causes people to believe in you and to want to tell your story, then I Love You More Than My Dog is a MUST READ!"
- Colleen Barrett, president emeritus, Southwest Airlines (from the Foreword)

"If you want to be a business that is defined by not only how many new customers you acquire, but also the number you keep and how passionately they help spread the word, then I highly recommend reading this book!"
-Tony Hsieh, CEO, Zappos.com

"Jeanne Bliss has written the right book at the right time. She identifies the key decisions that lead to great customer experiences. I recommend that all executives interested in customer experience read this book, and pass it on inside their company."
-Bruce D. Temkin , VP & principal analyst, Customer Experience, Forrester Research, Inc.

"Now more than ever, successful companies must have a deep-rooted passion for and commitment to delivering the utmost in customer service-there's no other option if you want to stay afloat in this day and age. Adopting Jeanne's five decisions will ensure your customers 'do a little dance' every time they interact with your brand."
-Kip Tindell, chairman and CEO, The Container Store

"I simply love Jeanne Bliss' book. You must read it if you have made business decisions to 'hug' or 'love' your people and customers. Her five simple, insightful steps will ensure you and your team extraordinary, superior customer service. She skillfully writes a fun, easy-to-read book that should become a new bible in this field."
-Jack Mitchell, CEO Mitchells / Richards / Marshs and author of Hug Your Customers and Hug Your People.

"I know you're reading these endorsements to see if you should buy this book. I say buy it! But most importantly, apply this book, and you too can become what Jeanne calls 'a beloved company,' one in which employees and customers alike love."
-John Christensen, co-author of Fish! & CEO, ChartHouse Learning, Home of the Fish! Philosophy --This text refers to an out of print or unavailable edition of this title.

Review

"If you are dedicated to a cause that you feel could make the world or a town or an organization or even yourself a better place/person and want some commonsense, practical approaches as to what causes people to believe in you and to want to tell your story, then I Love You More Than My Dog is a MUST READ!"
- Colleen Barrett, president emeritus, Southwest Airlines (from the Foreword)

"If you want to be a business that is defined by not only how many new customers you acquire, but also the number you keep and how passionately they help spread the word, then I highly recommend reading this book!"
-Tony Hsieh, CEO, Zappos.com

"Jeanne Bliss has written the right book at the right time. She identifies the key decisions that lead to great customer experiences. I recommend that all executives interested in customer experience read this book, and pass it on inside their company."
-Bruce D. Temkin , VP & principal analyst, Customer Experience, Forrester Research, Inc.

"Now more than ever, successful companies must have a deep-rooted passion for and commitment to delivering the utmost in customer service-there's no other option if you want to stay afloat in this day and age. Adopting Jeanne's five decisions will ensure your customers 'do a little dance' every time they interact with your brand."
-Kip Tindell, chairman and CEO, The Container Store

"I simply love Jeanne Bliss' book. You must read it if you have made business decisions to 'hug' or 'love' your people and customers. Her five simple, insightful steps will ensure you and your team extraordinary, superior customer service. She skillfully writes a fun, easy-to-read book that should become a new bible in this field."
-Jack Mitchell, CEO Mitchells / Richards / Marshs and author of Hug Your Customers and Hug Your People.

"I know you're reading these endorsements to see if you should buy this book. I say buy it! But most importantly, apply this book, and you too can become what Jeanne calls 'a beloved company,' one in which employees and customers alike love."
-John Christensen, co-author of Fish! & CEO, ChartHouse Learning, Home of the Fish! Philosophy --This text refers to an out of print or unavailable edition of this title.

More About the Author

Who ELSE led customer experience for 5 major US Corporations?

Jeanne Bliss began her career at Lands' End where she reported to founder Gary Comer and the company's executive committee, ensuring that in the formative years of the organization, the company stayed focused on its core principles of customer and employee focus. She was the first leader of the Lands' End Customer Experience. In addition to Lands' End, she has served Allstate, Microsoft, Coldwell Banker Corporation and Mazda Corporations as its executive leading customer focus and customer experience. Jeanne has helped achieve 95% retention rates across 50,000 person organizations, harnessing businesses to work across their silos to deliver a united and deliberate experience customers (and employees) want to repeat.

Jeanne now runs CustomerBliss http://www.customerbliss.com an international consulting business where she coaches executive leadership teams and customer leadership executives on how to put customer profitability at the center of their business, by getting past lip service; to operationally relevant, operationally executable plans and processes. Her clients include Johnson & Johnson, TD Ameritrade, St. Jude's Children's Hospitals, Bombardier Aircraft and many others.

Her two best-selling books are Chief Customer Officer: Getting Past Lip Service to Passionate Action and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad. Her blog is http://www.ccocoach.com

She is Co-founder of the Customer Experience Professionals Association. www.cxpa.org

Customer Reviews

4.6 out of 5 stars
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See all 28 customer reviews
The examples make the book an easy and enjoyable read.
A. Hassell
Jeanne has created a book that not only provides concepts on how to create a great customer centric company, but provides great examples to back them up.
Lenard Reid
This book is a must-read for anyone and everyone in business!
Tish Whitcraft

Most Helpful Customer Reviews

6 of 6 people found the following review helpful By Holly on December 15, 2009
Format: Hardcover
I recommend this book to anyone who is dealing with the "But we can't because" syndrome. "I Love You More Than My Dog" is a collection of easy-to-read and understand case studies that provides thought provoking ideas on delivering customer service. She shows how companies overcame legal and regulatory barriers, fear of legal issues and "we've always done it this way" barriers to take customer service to new heights.

Read the entire book or just a few pages and you'll immediately begin the process of self-reflection and focus on the parellel between the case studies and your work.

It's not Pollyanna, it's not an instruction book--but it is the first step to identifying problems and getting your plan in place. It forces you to think--and then act.
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6 of 6 people found the following review helpful By Andrea L. Driessen on October 19, 2009
Format: Hardcover Verified Purchase
In this digitized world, the need for authentic, humane, heart-felt connection and service has never been greater. That's why Jeanne Bliss's book is so important: via her compelling stories from the corporate trenches and her hard-won expertise, she shows us how to bring more purposeful, sincere, relevant experiences to customers. In short, how to deliver real service to real people. I loved it!
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5 of 5 people found the following review helpful By Lenard Reid on October 16, 2009
Format: Hardcover
This book is for anyone who is trying to create a company of people that inspire loyal customers. When is the last time you remember that someone said WOW, I had a great purchase experience!You should go and buy from X.

Those companies that create the extraordinary customer experience are those companies that flourish and grow, especially in these challenging times.

Jeanne has created a book that not only provides concepts on how to create a great customer centric company, but provides great examples to back them up. Unlike some books, you can begin implementing some of these examples right away. A great guide for doing it right.
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3 of 3 people found the following review helpful By R. Raye on November 22, 2009
Format: Hardcover
Jeanne is the expert when it comes to understanding what customers want and how they want to be treated. I've owned my business for 23 years and I still find there is plenty to learn from Ms. Bliss. I especially enjoyed the "challenge" questions: easy to digest, compelling and fun. I also like her paired down writing style as she gets to the point quickly without the fluff. How many books about business relations can you say that about?
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Format: Hardcover
It seems that every news cycle is filled with stories of companies that are executing a business plan based on the premise that their customers are nothing more than a faceless and emotionless source of revenue. Into this mix, there is also the occasional story of a company in this category suffering dramatic and extremely steep losses due to lack of customer loyalty. In this environment, it seems clear that there is a great deal of room at the top for companies and organizations that do the extra things that will generate and maintain customer loyalty. That is the point, and it is a very valid one, of this book.
Bliss puts forward five basic principles, called decisions that companies can make that will put them on the road to having customers care about the status of the company they deal with. Many organizations declare these principles but very few of them live them because it requires courage and willingness to go outside the common practice and accept what will be lower profits in the short term. Those decisions are:

*) Decide to believe - this is a suspension of a cynical view of customers and employees. The strategy is to believe in the basic decency of both.
*) Decide with clarity of purpose - declaring and implementing the belief that the primary purpose of the company is to serve customers and that profits are a consequence of that.
*) Decide to be real - a decision to forgo hype and deception and exchange it with honesty and integrity, even when the company is in the wrong.
*) Decide to be there - the decision to never take a day or a play off; always be in a position and willing to do something extra for the customers and employees.
Read more ›
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3 of 3 people found the following review helpful By Larry Underwood on November 13, 2009
Format: Hardcover
Why do once successful companies, known for providing terrific customer service as well as being loyal to its employees, gradually morph into humorless corporate bureaucracies? Sometimes, they just get too big for their own good. Often, the original CEO---the founding father---ages, and is forced to step aside from the daily rigors of running the business; a new CEO is brought in, and the company seems more concerned with profits over the people who matter---its customers and employees.

That is an all too common state of affairs in the disturbing landscape of corporate America; the companies that choose to have a passion for customer service, as well as provide a positive environment in the workplace, are the companies that will succeed in the long haul. These are the companies that Jeanne Bliss has written about in this wonderfully engaging book. These are the companies you'll love more than your dog; or even your cat.

Jeanne mentions five decisions that successful companies make that enhance customer loyalty, but really, it all boils down to a commitment of not only providing the best service humanly possible for its customers, but engaging its employees with an undying devotion to treating them with respect and dignity. That's simply good old-fashioned honesty and integrity; a trait that seems to be sorely lacking in this day and age; nobody seems to care anymore, and that's a shame.

It doesn't have to be that way; for the businesses that went astray in recent years, or were never on track to begin with, this would be a very helpful guide to change things for the better; but hurry, before it's too late.
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