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Editorial Reviews
Amazon.com Review
Customer Service: Extraordinary Results at Southwest Airlines, Charles Schwab, Lands' End, American Express, Staples, and USAA begins with the obvious (but nonetheless truthful) observation that businesses today cannot survive without loyal customers, and then shows how these six firms are masterfully going about the process of obtaining and retaining them. Each is the subject of a chapter that opens with a brief profile and concludes with expert analysis by business strategist and lecturer Fred Wiersema. "At a time when it often seems harder than ever to find a company that truly connects with its customers as individuals, these organizations are dramatic exceptions to the rule," he writes of the selections overall. "We chose them for inclusion here because their practices transcend platitudes and lip service. Simply put, service defines their business and sets them apart from competitors." The heart of each chapter, however, is first-person reports from one or more officials in each company--such as David S. Pottruck, president and co-CEO of Schwab; Colleen Barrett, executive vice president of Southwest; and Bill Clooney, president of the United Services Automobile Association's property and casualty insurance group--that detail the specifics of their customer-service philosophies and show them in action. --Howard Rothman
Review
"Customer Service puts six masters of the art of customer care in a much-deserved spotlight." -- --Ron Zemke, author of Tales of Knock Your Socks Off Service
See all Editorial Reviews
Customer Service: Extraordinary Results at Southwest Airlines, Charles Schwab, Lands' End, American Express, Staples, and USAA begins with the obvious (but nonetheless truthful) observation that businesses today cannot survive without loyal customers, and then shows how these six firms are masterfully going about the process of obtaining and retaining them. Each is the subject of a chapter that opens with a brief profile and concludes with expert analysis by business strategist and lecturer Fred Wiersema. "At a time when it often seems harder than ever to find a company that truly connects with its customers as individuals, these organizations are dramatic exceptions to the rule," he writes of the selections overall. "We chose them for inclusion here because their practices transcend platitudes and lip service. Simply put, service defines their business and sets them apart from competitors." The heart of each chapter, however, is first-person reports from one or more officials in each company--such as David S. Pottruck, president and co-CEO of Schwab; Colleen Barrett, executive vice president of Southwest; and Bill Clooney, president of the United Services Automobile Association's property and casualty insurance group--that detail the specifics of their customer-service philosophies and show them in action. --Howard Rothman
Review
"Customer Service puts six masters of the art of customer care in a much-deserved spotlight." -- --Ron Zemke, author of Tales of Knock Your Socks Off Service
See all Editorial Reviews
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