Achieving Customer Delight in Your Organization - Field Book (Paperback)

~ John J. Paul (Author), Sheryl R. Paul (Author)

Editorial Reviews

Product Description

Customer Delight is the process of ensuring that every customer interaction consistently demonstrates your commitment to exceeding customer expectations. Customer Delight goes well beyond customer satisfaction. When practiced at all levels, it will set your organization apart from the crowd and position you as the organization of choice for current and potential customers.

The purpose of the Customer Delight Field Book is to provide a series of useful exercises and practical tools that will help you to:

- Inventory your customers and identify their baseline service expectations

- Develop and implement effective strategies for achieving Customer Delight

- Engage others in meaningful dialogues about how to make Customer Delight the way of life throughout your organization

Originally developed to support facilitated retreats, the Field Book can be used by individuals who are seeking to improve the quality of their customer interactions. It is your journal of the transformational journey that is Customer Delight. Write in it. Tailor the exercises to fit your unique situation. Use the ample space that has been provided to capture your personal thoughts, ideas, flashes of insight and action plans.

Customer Delight will become a core value of the organization when those involved in every aspect of the business become active contributors to the process. It all begins with you and the standard for customer service excellence that you set for yourself and model for others.

Be prepared to stand out in the crowd!

From the Publisher

Achieving Customer Delight in Your Organization - Field Book is targeted to nonprofit organizations who are interested in standing out in the crowd. The Field Book has dozens of exercises and workssheets to assist organizations determine who their customers are and what it will take to delight them as volunteers, donors and program recipients.

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Product Details

• Paperback: 109 pages
• Publisher: Association Works; 1 edition (February 15, 1999)
• Language: English
• ISBN-10: 1893827003
• ISBN-13: 978-1893827004
• Product Dimensions: 10.6 x 8.3 x 0.4 inches
• Shipping Weight: 12 ounces (View shipping rates and policies)
• Average Customer Review: 4.0 out of 5 stars  See all reviews (3 customer reviews)
• Amazon.com Sales Rank: #3,013,222 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

5 of 6 people found the following review helpful:

2.0 out of 5 stars Other similar books provide much more for the money, April 5, 1999

By A Customer

I ordered this book, hoping that it would provide a simple but substantive approach to identifying customers and developing strategies to reach them. Instead, I was disappointed to discover that it was merely a compilation of worksheets with no explanation as to how to use them. Many of the questions were open-ended with no real structure that would lead to a coherent strategy.

The "One-to-One Fieldbook" by Don Peppers and Martha Rogers is a much more useful handbook, and at $15.95 is a much more worthwhile investment. I'm returning my copy of this book and keeping the Peppers and Rogers tome.

10 of 15 people found the following review helpful:

5.0 out of 5 stars I'd use this book to help empower an organization!, April 8, 1999

By	Diana K. Christopulos (Salem, VA) - See all my reviews (REAL NAME)

I have too many "500 tips" books about customers and not enough like this one! Achieving Customer Delight gives an individual or a group a disciplined process for really transforming the way they do business, and it is in very plain English. I would recommend it for executive directors, fund raisers and staff or volunteer teams. It would be an interesting tool for a new ED to use in diagnosing an organization, too. The worksheets are easy to use, and you could go through the whole thing in a retreat or do sections as staff development (probably 1-4 hours) in the office. It's a great discussion starter. How many organizations could say "yes" to the first item on the first worksheet:"This organization is focused externally?" Way too few, and this book could help turn that focus away from internal wrangling to a focus on the mission. Tom Peters tells great stories about other peoples' organizations. Achieving Customer Delight could help you make your own great stories.

1 of 4 people found the following review helpful:

5.0 out of 5 stars Stimulating resource to improve customer relationships., April 7, 1999

By A Customer

This is an excellent resource to help an organization think through attitudes about and relationships with customers.

We all work in a fast paced world where how we treat our customers/clients/stakeholders can make or break a relationship. This workbook stimlates ideas about how we can get and keep customers and it inspires us to to do that in an outstanding way.

We have used it to discuss how we treat donors, staff, volunteers, clients and everyone who contacts our organization and is a potential member of one of those groups. The fieldbook asks the right questions and helped lead us to answers that work for us.