"I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad |  | Author: Jeanne Bliss
Publisher: Portfolio Hardcover
Category: Book
List Price: $22.95
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Rating:  16 reviews
Sales Rank: 286964
Media: Hardcover
Edition: First Ed.
Pages: 224
Number Of Items: 1
Shipping Weight (lbs): 0.8
Dimensions (in): 8.4 x 5.7 x 1
ISBN: 1591842956
Dewey Decimal Number: 658.8343
EAN: 9781591842958
ASIN: 1591842956
Publication Date: October 15, 2009
Availability: Usually ships in 1-2 business days
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Product Description
"believe in this book!"-from the Foreword by Colleen Barrett, president emeritus, Southwest Airlines
What makes the difference between having customers who like you and customers who love you?
Lots of businesses are respected, but only an elite few have passionate, loyal, vocal fans. The kind of customers who not only come back time and time again, but rave to friends, family, and even strangers. The kind who can drive explosive growth via e-mail, blogs, Facebook and Twitter.
Jeanne Bliss is an expert on what it takes to earn that kind of customer. The bad news, she says, is that there's no shortcut; the world's biggest marketing budget can't make people love you. But the good news is that a company can become beloved-if you commit to five essential decisions about how to run your business.
Bliss has studied and worked with dozens of beloved companies, ranging in size from large to small, from longtime successes like Wegman's and Harley-Davidson, to relatively new companies like Zappos, The Container Store, and Zane's Cycles. Despite their diversity, they all make the same five fundamental choices. For example:
* Griffin Hospital, a regional hospital in Connecticut decided to believe in their patients and give them full access to their medical records; ending secrecy led to a sharp decrease in lawsuits.
* Apple decided with clarity of purpose to make their stores easy to hang out in, despite the extra cost.
* Amy's Ice Cream of Austin, Texas decided to be real by expecting potential employees to be fearless and creative, starting with a white paper bag application.
* Zane's Cycles, a Connecticut bike shop that sells 13 million dollars' worth of bikes and supplies a year, decided to be there for riders by giving away parts that cost less than a dollar.
* Netflix decided to say "sorry" before most customers even realized there was a delay in shipping dvds.
The common denominator, explains Bliss, is that beloved companies consistently find ways to weave their humanity into their business decisions. They never lose sight of the people affected by everything they do. Their reward: an army of cheerleaders and volunteer publicists who tell everyone they know over the internet and urge friends and colleagues to try these companies, with statements such as, "I'd marry them if I could," and "I love you more than my dog!"
If you're ready to join this elite group, Bliss's advice and case studies can help you drive growth and profit in any economy.
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| Customer Reviews:
Showing reviews 1-5 of 16
A game changing book for anyone who wants to have customers tell their story and stay with them for life. October 15, 2009
Karyn C. Furstman (Seattle, WA USA)
3 out of 3 found this review helpful
This is a one-of-a-kind book who's title "I Love You More Than My Dog" tells you how to create emotional bonds for life with your customers...the type of faithful relationships dog lovers have with their dogs. The 5 decisions Jeanne discusses that drive extreme, 'for life' customer loyalty in good times and bad are right on. The book provides every day tools that you can use to understand how you make decisions -- not only for your business, but for you personally - to become a beloved company with devoted customers.
Jeanne's book builds on her equally strong first book, "Chief Customer Officer", which provides specific methodologies for building customer centric organizations. Her new book builds on her already strong credibility as a customer zealot and provides real life examples of companies that demonstrate the 5 decisions every day, and have the business results to prove it.
"I Love You More Than My Dog" is a must read for anyone who wants to understand and act on the difference between having customers 'like' you and really 'love you' for life. More than your dog.
I'd give it 10 stars if I could.
Karyn F. Seattle, Washington
The essential guide for growing your business with loyal customers October 16, 2009
Lenard Reid
3 out of 3 found this review helpful
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.
Real service for real people October 19, 2009
Andrea L. Driessen (Seattle, WA)
3 out of 3 found this review helpful
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!
Turns "business as usual" on its head November 5, 2009
Lora Canary (Denver, CO USA)
2 out of 2 found this review helpful
When I saw the title I knew this was a book I wanted to read. I have read so, so many books on this subject in the past few years but none come close to this insightful book. This is a really easy read and very understandable. I finished it in one sitting and it was immediately borrowed by a fellow business owner who saw it on my desk. A truly innovative way of looking at your business whether you just work there or own it. Breaking this down into the 5 decisions was simply brilliant! Because that is exactly what you have to do - make a decision to not just say you value your customers but to actually SHOW you value your customers in all that you think and say and do. And not just YOU but every department in your company. It turns business as usual on its head and THAT is a really good thing! This book reminded me of two great books that think outside the box on a similar subject - management 2 Book Set: Now, Discover Your Strengths/First, Break All the Rules.
Sustaining Success Through Personal Relationships November 14, 2009
Larry Underwood (Scottsdale, AZ)
2 out of 2 found this review helpful
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.
Showing reviews 1-5 of 16
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