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"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
Buy New: $4.00
as of 9/9/2010 05:08 CDT details
You Save: $18.95 (83%)
New (31) Used (21) from $1.44
Seller: BookHouseUSA
Rating:  16 reviews
Sales Rank: 48716
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
Publication Date: October 15, 2009
Availability: Usually ships in 1-2 business days
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| • | ISBN13: 9781591842958 | | • | Condition: New | | • | Notes: BUY WITH CONFIDENCE, Over one million books sold! 98% Positive feedback. Compare our books, prices and service to the competition. 100% Satisfaction Guaranteed |
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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 must read for any company or organization March 2, 2010
C. DeSantis (NYC)
1 out of 1 found this review helpful
It isn't often that a book like this one comes along. Immediately accessible and spot-on in relevance, "I Love You More Than My Dog" is a brilliant read for any C-suite-level individual who wants to ensure his or her company is #1 with its customers. What's amazing about the book is this: Many authors who are "expert" on subjects such as this one find it difficult to translate the information into prose that works. Not so for this author! Jeanne does a remarkable job at making often complex information easy to understand and, importantly, immediately actionable. It's a must read!
A must-read guide for growing trust and loyalty among customers and employees February 24, 2010
Vivian Hairston Blade
1 out of 1 found this review helpful
A must read if you're serious about customer experience at your company's core. This book will help you to test what your company is made of! Jeanne provides a series of questions that will require deep thought for a serious assessment of the values in your company. These questions also become a guide in how to move your company to a customer centric culture.
This book is different than most. The examples are practical and provide insight into how these companies integrate key customer values into their company value system. You'll find these values also have a direct impact on employee satisfaction, loyalty and retention. The book is an easy read with huge value.
 Thought provoking case studies December 15, 2009
Holly (Fleetwood, PA USA)
4 out of 4 found this review helpful
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.
Get one for your all employees! December 1, 2009
Michael J. Smith (Seattle, WA)
1 out of 1 found this review helpful
During a time when garnering sales and finding and keeping customers is so critical, Jeanne Bliss' new book[[ASIN:1591842956 "I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad]) is a real gem. She boils down great customer service to a few simple decisions that can help you get and stay on track to building a stronger and more satisfied (read; more productive and profitable) customer base. Every employee should have Jeanne's book in their office.
Highly Recommended! November 22, 2009
R. Raye (Seattle, WA)
2 out of 2 found this review helpful
Jeanne is the expert when it comes to understanding what customers want and how they want to be treated. I've owned my business for 23 years and I still find there is plenty to learn from Ms. Bliss. I especially enjoyed the "challenge" questions: easy to digest, compelling and fun. I also like her paired down writing style as she gets to the point quickly without the fluff. How many books about business relations can you say that about?
Showing reviews 1-5 of 16
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