Best Practices: Building Your Business with Customer Focused Solutions

by Robert Hiebeler, Charles Ketteman, Thomas B. Kelly, et al.

Book Overview

What makes the world's top companies so adept at providing stellar customer service? How do they meet the needs of every customer and still turn healthy profits? And, most important, how can you adapt... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0684834537
• ISBN13: 9780684834535
• Release Date: January 1998
• Publisher: Simon & Schuster
• Length: 240 Pages
• Weight: 1.20 lbs.
• Dimensions: 1.0" x 6.4" x 9.6"

Customer Reviews

A Book of Ideas for Creativity & Innovation

A useful text with numerous examples to motivate and encourage your team to get creative and innovative. Useful to owners of small businesses and entrepreneurs to understand how the big organisations succeed. It is little things that could be done for big returns. With the focus on simple things like benchmarking and audit, understanding markets, products and services, it brings all together on winning customers. I have often trawled this book for best practices from time to time and without fail, I have found often new insight and ideas each time I flipped through it. Its a kind of book you may want to read and dip into from time to time for ideas to spark your creativity! The best practice agenda & top ten diagnostic questions at the end of each chapter are useful tools to develop your own best practices.

The book is pregnant with motivating examples

The books quotes numerous examples. That's what the book is all about. Readers may use these as foundation point for implementing best practises in their own companies. Different companies have different situations. These ideas motivate one to perform well, often to surge ahead of the competition. Gives you the adrenaline pump to come out with the best. The importance of value-chain is emphasized by quoting examples of companies such as Lexus which managed continuity of service despite problems in plants of its suppliers. Readers have to be cautioned that this book is not a panacea to customer-service problems. Customer Service is not a mere toll-free number. A reader will realise this and much more by reading this book.

Excellent insight into winning company formulas

No it doesn't take major working capital to build a successful marketing machine. It does require a focus on the details that are important to your customers. Before you squander working capital on fancy advertising campaigns, read this book. Then you will learn that spending your money on product formulation, service and support are the cornerstones to successful marketing. This book provides exceptional real world examples of how to grow a business by focusing on customer service solutions.

Great Lessons from Arthur Andersen's years of experience

An enthusiastic two thumbs up! Unlike most businesss books that say in 300 pages what can be said in 3, this book delivers its message clearly and concisely. It offers many "best practices" learned from direct client experience that can be used immediately in companies. Colored with examples, and punctuated throughout with tidbits of wisdom. A must buy!

Real direction for customer satisfaction

This book truly explains how best practices can be applied to any organization that wants to increase customer satisfaction and revenues. It does this with case studies of some of the leading companies in the world. Enjoyable reading and easy to follow.