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"I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad Paperback – October 25, 2011

4.6 out of 5 stars 31 customer reviews

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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.
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Product Details

  • Paperback: 224 pages
  • Publisher: Portfolio; Reprint edition (October 25, 2011)
  • Language: English
  • ISBN-10: 159184441X
  • ISBN-13: 978-1591844419
  • Product Dimensions: 5.5 x 0.6 x 8.4 inches
  • Shipping Weight: 7 ounces (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (31 customer reviews)
  • Amazon Best Sellers Rank: #308,758 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

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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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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Format: Paperback Verified Purchase
(Review Update, Sept 2012): The author of this book responded to my review (below) via email. She explained in detail what she intended this book to accomplish, and provided me with some complimentary material. I very much admire her commitment to customer satisfaction. She not only talks the talk, she walks the walk.

This book is intended to show what can and should be done in large corporate settings. As such, I believe this book, in it's entirety, is both valid and valuable. I originally read this book with an eye towards starting a small business. My review below summarizes the value of this excellent book in a small business setting.
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(Original Review)
The ideas described in this book are priceless. I learned valuable lessons, which is high praise for any business book.

This is a short book: about 75 pages of narrative, and 125 pages of case studies. Still, I found it tedious due to incessant repetition of simple ideas. A few of the case studies were inspiring, but the vast majority were breathless exhortations to throw all reasonable caution to the wind.

SYNOPSIS OF THE BOOK
The central idea presented is that our decisions express who we are, so for a business to succeed every decision has to be an expression of our commitment to our customers. We are then presented with five categories of decisions:
1)Decide to Believe
2)Decide with Clarity of Purpose
3)Decide to be Real
4)Decide to Be There
5)Decide to Say Sorry.
Each decision is explained, then a series of 1 page case studies illustrate how successful businesses made their decisions.
Read more ›
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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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Format: Paperback Verified Purchase
Below are key excerpts summarizing the main concepts advanced by the book:

1- "Your decisions reveal who you are and what you value...When you make a decision, it results in an action. And the accumulation of those decisions and actions become how people describe you and think of you. It becomes your "story.''"

2- "The Five Decisions Made by Beloved Companies: DECISION 1: Beloved Companies Decide to Believe. DECISION 2: Beloved Companies Decide with Clarity of Purpose. DECISION 3: Beloved Companies Decide to Be Real. DECISION 4: Beloved Companies Decide to Be There. DECISION 5: Beloved Companies Decide to Say Sorry."

3- "Companies have been able to suspend the cynicism. They have diminished the rules. And instead, they have decided to believe: in the good judgment of the people they hire. that trust is reciprocated between companies and their customers. in the honesty and integrity of their customers. that honoring the intelligence of employees grows their business."

4- "Decide with clarity of purpose...Beloved companies take the time to be clear about what their unique promise is for their customers' lives. They use this clarity hen they make decisions so they align to this purpose, to this promise. Clarity of purpose guides choices and unites the organization. It elevates people's work from executing tasks to delivering experiences customers will want to repeat and tell others about."

5- "Decide to be real...Beloved companies establish lasting bonds with customers--by deciding to blend their personalities with their business decisions. In the beloved companies: Leaders blend who they are as people with how they lead. Business decisions combine purpose and passion. Leaders give employees behaviors to model and permission to be 'real.
Read more ›
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