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501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers, and Make a Lasting Impression Paperback – October 26, 2015
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"This is more than a book, it is a continuous resource for anyone who wants to take their customer service to the highest level possible. Donna draws on her extensive experience working with companies to create red carpet service. This book belongs on the desk of every leader and in the mind of anyone who impacts customer loyalty."
--Barry Banther, best-selling author of A Leader's Gift
"Customer service is everyone's job. It's not a department. It's a philosophy. This outstanding book provides anyone, in any job, in any size company ideas to help you deliver first rate customer service, build customer confidence and keep your customers AMAZED!"
--Shep Hyken, New York Times best-selling author of Amaze Every Customer Every Time
"I LOVE this book! If your organization needs a new burst of energy to re-ignite everyone's commitment to service, this is the book for you. Donna has shared myriads of simple, practical, immediately actionable ideas from nearly every possible industry to delight both customers and employees. So, my advice--buy a copy for everyone and let the new show (Act Two!) begin!"
--Barbara A. Glanz, Hall of Fame Speaker and author of The Simple Truths of Service
About the Author
Donna Cutting is the founder and CEO of Red-Carpet Learning Systems, Inc., a consulting firm that provides tools and training to help leaders engage their teams to deliver world-class customer service. She's a popular keynote speaker, and her experience as an actress clearly informs her high-energy, theatrical, and comedic speaking style. She is the author of The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service (Wiley, 2008). As a speaker and consultant she works with a wide variety of clients, including those in healthcare, senior living, entertainment, retail, financial services, pharmaceuticals, and others. Donna happily lives in Asheville, North Carolina, with her husband, Jim, and their two dogs, Moxie and Tonks.
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My favorite part of the book was the chapter that focused on using the same tactics to create a positive team culture (e.g., building an "apprentice" program, having themed meeting rooms, celebrating wins, and even having a staff ball pit). This is one of those books where you can read it cover to cover for the entire "framework" or open it up to pretty much any page and find a creative idea that will help you to optimize the experience that your customers (and staff) have with your product or service. Highly recommend!
-Rich Gallagher, author of the #1 customer service bestsellers What to Say to a Porcupine and The Customer Service Survival Kit
Great stories. Many a great idea has been planted into my mind. Be prepared though, some of the stories are quite emotional.
This book is a great resource for anyone who wants to improve customer satisfaction as well as those who are looking to strengthen their company culture. It is packed with many practical ideas that will help you "roll out the red carpet for your customers."
And who would have said that one of my takeaways from reading this book would be an ice-cream brand that is sure to become a favourite with my children?
My team is benefiting from the ideas in the book but most importantly MY CUSTOMERS keep coming back to our store and love us. We have gone from a customer score of 66 to an 83 using Donna's techniques in her book.
If you want to REALLY take special care of you customers- then buy and read his book. It can change everything for your team and your customers.
customers, clients or colleagues. Beyond that, it's a fun read, full of anecdotes about people that I wish I could actually meet. I enjoyed reading it and it triggered a New Year's Resolution about serving my clients.