Reviews (18)

Realistic and Practical
This is one of the best "how to" books on management I have read in years. It captures the culture of hospitals (and health care facilities in general) very accurately and the realism lends credibility to the book. He gives authentic scenarios and tells how he and his managers dealt with them. Also, he is realistic in that he includes some tough remedies such as helping someone find opportunities outside the organization when she absolutely poisoned her departmental relationships and refused to change. If you are wanting to change the culture in your organization this book will certainly help you and give you a different perspective. And, although it will be most helpful to health care managers, it will also be applicable to managers in any setting that want to change their culture and become a better, more productive, and more satisfying place to work.

Especially useful for healthcare upper management
Quint's book was recommended by a fellow manager and I have been very pleased with his ideas.Although geared to upper management (some of his ideas work best with an organization-wide implementation) there are several things I plan to implement right away.It is difficult to find management titles so well tailored to the healthcare community; this one fits the bill nicely.

Must read for customer service businesses.
This is one of those books that can enlighten as well as develope those who are in the business of serving customers. It has been written for the healthcare field but many of the principles laid out in this book can be applied to many types of business. ... Read more

Subjects:  1. Administration    2. Business & Economics    3. Business / Economics / Finance    4. Business/Economics    5. Customer Service    6. Employment    7. Health services administration    8. Leadership    9. Management - General    10. Management Science    11. Medical care    12. Quality control   

Reviews (41)

Effect of The Distribution of Advocacy Scores
By definition, the net promoter score is the percentage of respondents falling into the 9-10 range minus the percentage falling into the 0-6 range.Consequently, very different distributions of advocacy scores can yield the same net promoter score; for example, all of the response distributions shown below yield net promoter scores of 40.
Good book.. Very interesting
Good book. I think it is important that the author comments that the ultimate question could be different depending on the industry or product/service. Worth the read!

An Easy Read With Great Content
I read the original Harvard Business Review article, and thought I understood the concept.However, reading the book was inspiring, and I applied the concepts to our business immediately.The NPS methodology is so simple, but so powerful.The original aim of the method is to evaluate customer satisfaction, but I also recently applied it to reference checking for a job candidate.By asking if the reference would recommend that their best friend go to work for this candidate, I was able to build a surprisingly helpful picture of the leadership qualities of the individual under consideration.
Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Consumer satisfaction    5. Corporate Finance    6. Customer Service    7. Customer loyalty    8. Customer relations    9. Development - Business Development    10. Employee Training And Development    11. Management - General    12. Management & management techniques   

Reviews (18)

Quick Read, excellent motivator!
I loved this book. I recommend purchasing it for anyone in sales. I gained some truly interesting tidbits. The website and newsletter for Jeff Gitomer really adds to the overall enjoyment of learning better sales techniques.

It Changed the way I thought about the selling process!
Gitomer's book helped me turn my slumping sales career into a blossoming cash cow.I found his ideas especially useful in the real estate profession.The relationships I was able to build with my potential customers solidified their trust in me and allowed the buying process to move forward, smoothly and efficiently.This is the second book of Jeffrey's that I have bought and each one gets better and better, chock full of new idea and strategies.

WARNING: If You Don't Want Stronger Business Relationships and More Sales, Don't Read This Book
Much like most small business owners, I wear many different hats in my business.This book simply took hold of my sales hat and my head and screwed them on properly!What an interesting view when you're looking at things the right way.
Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business networks    4. Business/Economics    5. Customer Service    6. Customer loyalty    7. Finance    8. Motivational    9. Sales    10. Sales & Selling - General    11. Sales & Selling - Techniques    12. Selling    13. Business & Economics / Sales & Selling    14. Sales & marketing   

Reviews (18)

Mrs. Mortgage Broker
I decided to review the library's copy before I bought it and I could not get enough info out of it!I found myself taking notes and almost writing in the library's copy!I rushed and bought the book.Now it's covered in pink and yellow highlighter.I feel like I'm back in college preparing for an exam -- except this time, my studying is going to directly contribute to my bank account!Truly valuable!

Get More Referrals Now
I found this book to be very educational to anyone in the sales industry.I used most of the techniques and found them beneficial to the growth of my business.I found the material easy to read and straight to the point.

Interesting Ideas
Overall an interesting read. Makes you think out of the box. This book gave me more ideas to make my business grow. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business referrals    4. Career/Job    5. Customer Service    6. Marketing - General    7. Sales    8. Sales & Selling - General    9. Sales & Selling - Techniques    10. Business & Economics / General    11. Sales & marketing   

Reviews (25)

Wow!So This is How Call Centers Work!
I've generally been an IT Director and Project Manager, so I read this book to get a better idea of my customers' needs.I was pretty excited to discover that there's at least one good summary of what call centers do and how they do it.For my own sake--and perhaps yours--here's my summary of Brad and Julia's summary: Call Center Management ~On Fast Forward
We were in the process of re-organizing our call center and based on the excellent reviews that I read, I choose this book.Well, the reviews were right.This book is excellent. It is very well written and explains all aspects of organizing and analyzing a Call Center. We have ordered a total of 6 copies and they are being utilized by the V.P. of Operations, Operations Manager, IT dept, and the Customer Service Dept.

Comprehensive handbook for management
The perfect book for the people that are managing the call centers. Especially when call center is just a part of your responsibility and you need a comprehensive and ehhaustive in-depth description of call center activities. Great book. Good for both excecutives to understand what the call center managers are doing (even in terms of languages they speak, very usefull, if you are not able to undestand sometimes the cc managers you need the book) and call centers managers in order to understand how to present their work to the executives. ... Read more

Subjects:  1. Business & Economics / Customer Service    2. Business / Economics / Finance    3. Business/Economics    4. Customer Service    5. Marketing - Telemarketing    6. Business management    7. Call Centers Management    8. Call centers    9. Management    10. Telecommunications   

Reviews (4)

Shippment
Book was in perfect condition with the exception of some small damage that occurred during shipping.The company packaged it well, I think the postoffice just used metal straps during shipping which damaged the book a little.But the company shipped it out immediately which is appreciated!
Strategic Marketing Problems... Not Solutions
I was disappointed. The book does contain some interesting thoughts, but 90% of the content is a description of companies facing marketing problems (case studies with a lot of facts). The author doesn't offer the solutions and best practises that would help solve these problems. While reading this book, i felt i was eating a burger without meat. Something is missing... Great and comprehensive
I am a MBA Candidate with a finance focus who had the pleasure to use this book. Never before had I imagined that marketing could have the amount of numerical focus that this book shows. There's a case for every type of industry and many world-famous companies in this book. What else is missing from an introduction to marketing text?! ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Case studies    5. Customer Service    6. Decision making    7. Management    8. Marketing    9. Marketing - General    10. Marketing Management    11. Business & Economics / Customer Service    12. Sales & marketing management   

Reviews (9)

Great book
As someone who writes about customer service, I found this book very interesting. It's an excellent read for a customer service representative and I'd recommend companies getting the book for each of their employees. It covers some customer service basics, how to handle certain situations, and is really a great overview of what great customer service is and how to deliver it.

Whoa! That's me in that book!
This is a great book for all customer sservice reps. Here is what I especially loved: I am not alone. Many people across America feel as I do. It makes me feel better about all the people I have to deal with!

Working with customers
Super Service is a great book for people who work on the front line like me. It is about not taking things personally and not being at the affect of the customer. When I give great customer service--I am the one who gets to feel good at the end of the day. The fact that the customer goes away feeling satisfied is just an added bonus. I've noticed that a lot of people in customer service positions act like they don't want to be there--like they are victims or something. Super Service reminds me that great service begins and ends with me. After all--if it's not about me--then who is it about? ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Customer Service    5. Customer relations    6. Customer services    7. Human Resources & Personnel Management    8. Business & Economics / General   

Reviews (6)

CS BOOK
Solid book on CS- long read!
The book that was missing
This book fills in the empty space of academic books in CRM. Most of the publications and articles I've read deal with research on the subject and companies selling their programs. In this book Peppers and Rogers compiled a comprehensive text with theory, research and contributions from other authors that are a valuable tool for the under and graduate level.

Highly Recommended!
This very extensive text on customer relationship management leaves nothing unsaid or unexplained. Authors and editors Don Peppers and Martha Rogers tackle the subject with admirable organization, clarity and depth. They define every important term and do not lose the reader in marketing jargon - a rare virtue in a book about marketing. The text, including contributions from other well-known experts in the field, propounds a well-developed theory of customer relationship management (CRM) and sets out numerous examples to illustrate, explain and clarify the theory. Useful as a handbook, textbook or reference manual, the book covers - among many other core subjects - customer identification and differentiation, customer feedback, an analysis of retailing and basic tools for CRM. We highly recommend this book to service-oriented managers and executives. To form profitable relationships with your customers, first get friendly with Peppers and Rogers. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Consumers' preferences    5. Customer Service    6. Customer relations    7. Decision Making & Problem Solving    8. Management    9. Marketing information systems    10. Relationship marketing    11. Business & Economics / Decision-Making & Problem Solving    12. Customer services    13. Management of specific areas   

Reviews (91)

Raving Fans: A revolutionary Approach To Customer Ser
I just read a few of the reviews for this book, Raving Fans that were less than satisfactory.I must say to those who thought after reading this book that it was pointless, simplistic to the point of insulting, disappointing, or over the top, that it's just that exact mentality the whole book is based on.I really hate to color one gender in this fashion but it unfortunately is true, usually it's a man who can't possibly see that the solutions to most customer service problems are just that simplistic.It may seem corny, over the top, or maybe simplistic but this book clearly addresses the problem with customer service today, in that no one cares or is brave enough to venture returning to true customer oriented values, or brave enough to be different.It's all about squeezing that dollar for more than what it's worth, instead of investing that dollar to develop long term loyal customers.Customers that will go out of their way to do business with a provider if the provider cares enough about them to listen to them and give above what they are expecting.I know what I am talking about, I am a customer, and at best I only occasionally see a flicker ofbarely satisfactory customer service actions with the business's I donate my dollars to, but for the most part my customer service experiences are definitely a "No-Customer-Service kinda Customer Service World". Not only am I a customer but I am a customer service provider as well.I have always performed my job with the Raving Fan mentality; I just didn't know what it was called.It's good to know that my work reputation is directly related to providing "Raving Fan" type Customer service.It's too bad that the majority of business's out there are managed by the mentality, that it's all about the dollar and the customer is privileged to have me as a provider.

To all the nay sayers.....
See ya, would hate to be your cio/ceo.It's just that simple.change is good, if you don't, bye.i extrapalated the simple concepts to help build the best suite of teams' of employees.Something like i have a vision for my team of managers, and part of that vision is what they need from me, they in turn need to develop their own vision of their team which includes what their team members need from them.By building that type of relationship/team, we can really provide an exceptional product.
raving fan
Raving fans is an excellent book for those that are trying to improve their businesses customer service and how the customer is viewed.Although at times it may seem over the top, from a cost analysis basis, even if a business cannot afford the costly improvements, focusing on low to little cost improvements can radically improve your business alone. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Customer Service    5. Customer services    6. Entrepreneurship    7. Finance    8. Management - General    9. Business & Economics / Management    10. Management & management techniques   

Editorial Review

Read more

Reviews (25)

Keep the Spirit Fishy!
Keep your experience of the Fish Philosophy fresh! This is a great companion to the original book. When you talk to folks about Playing and some of the other important parts of bringing a workplace alive, they often counter with, "What about the kind of job where you can't play. Like a hospital?" This little volume recounts tales of just such venues. Some stories are bite sized morsels, some are more substantial. They all provide nourishment!

Review of CD
The CD set is 3 hour
Insightful!
Things are going swimmingly in Fish! land. In the latest volume, Fish! Tales, authors Stephen C. Lundin, John Christensen, Harry Paul and Philip Strand build on the successful training program that evolved from their first Fish book. Tales shows how four companies - a long-distance call center; a hospital neural-renal unit, a car dealership and a roofing company - have applied Fish! theories effectively. They also provide short examples from other companies to show how well the Fish! function. The four main principles are familiar by now - keep the work fun, seek to serve others, stay focused on your customers and have an enthusiastic attitude - but the examples in the book bring them alive. Along the way, the authors heavily sell their Fish! courses and merchandise - that's just good salesmanship - but the real catch of the day is the final how-to section, showing ways to apply these principles in any organization. The lively writing style helps keep you hooked. We suggest that if you haven't yet caught any Fish!, start with this one. Its cheery, accessible methods should lure you in, hook, line and sinker. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Careers - General    5. Customer Service    6. Customer services    7. Employee motivation    8. Human Resources & Personnel Management    9. Leadership    10. Motivation (Psychology)    11. Motivational    12. Motivational & Inspirational    13. Business & Economics / Motivational   

Reviews (20)

Excellent !!
In order to complete any jigsaw puzzle, you normally need to refer to the picture on the box.
Excellent hands on service development model solutions for SOA!
Excellent hands on service development model solutions for SOA!
Explaining the Basic Concepts
A surprising amount of the spending for information technology in virtually all organizations is spent on supporting, updating, integrating, or otherwise maintaining legacy systems. SOA is an attempt to define a generalized group of services oriented 'objects' (for lack of a better term) that have a well defined interface and output that is oriented to provide a business orjective.
Read more

Subjects:  1. Accounting - General    2. Business & Economics    3. Business / Economics / Finance    4. Business enterprises    5. Business/Economics    6. Computer Architecture    7. Computer Architecture - General    8. Computer network architectures    9. Computer networks    10. Information Management    11. Information Processing (Information Science)    12. Information technology    13. Knowledge Capital    14. Management    15. Management Information Systems    16. Business & Economics / Accounting / General    17. Computer architecture & logic design    18. Customer services   

Reviews (6)

My View
Very good title, well structured and current.Assisted with our implementation process.

Great book with cool tips and tricks
This is a great book that puts you well on your way to success with understanding and working with MSCRM 3.0. The chapters on Callouts and workflow and the examples using the client side SDK and the server side SDK really helped me in making my MSCRM implementations very successful and gave me a complete picture of all the extensions points available in this version of MSCRM. I would highly recommend this book!

Not as one would hope...
This book is a fantastic resource for programmers and process engineers alike - however from the perspective of a manager assessing the capabilities of CRM 3.0 for their organization, I found this book to be commercially irrelevant.
Read more

Subjects:  1. Business & Economics    2. Business Software - General    3. Business/Economics    4. Computer Network Management    5. Computers - Other Applications    6. Customer Service    7. Customer relations    8. Data processing    9. Networking - General    10. Relationship marketing    11. Computer Software Packages    12. Computers / Programming / General   

Reviews (21)

Refreshing
This book is a refreshing comprehensive guide for you to understand and show your customer a solution that helps them satisfy their need.

Extremely Boring and Devoid of Stories or Examples
I'm surprised that someone so seemingly intelligent does not know that stories and specific examples are what make a book interesting. This book was totally devoid of them, but instead used vague generalizations from beginning to end. I read the whole book and was waiting for it to get good. It never did. Don't waste your time or your money. Any positive review must have been written by the author's friends. I would rather eat cardboard that read this book again.

A book you need
An inquisitive look at why people buy -- and when and from whom. This comprehensive guide will help you to create win/win situations with your customers.The steps offered can help you to narrow down the real objections and to close a deal.This book will help you rise to the next level. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Customer Service    5. Marketing    6. Sales    7. Sales & Selling - General    8. Sales & Selling - Techniques    9. Sales Management    10. Selling    11. Business & Economics / Sales & Selling    12. Sales & marketing   

Editorial Review

Reviews (33)

Good ideas, examples and results.
I bought this book being a newbie to bloging. Results after I've read it? I would call my self a bloging enthusiast now.
A bit too much in the typical management book mode
Blogging is all the rage these days and authors Scoble and Israel proclaim that "blogs are changing the way businesses talk with customers." The claim is vastly overblown in the sense that most businesses do not and will not talk "with" their customers, but rather talk "to" them.
An Insider's View
Fascinating book.Scoble practically invented blogging, and both authors are totally immersed in it. They know the bloggers, the technology, the history, and the culture. They don't know the future, but they make some pretty good predictions.
Read more

Subjects:  1. Blogs    2. Business & Economics    3. Business / Economics / Finance    4. Business Communication - General    5. Business communication    6. Business/Economics    7. Communication In Business    8. Customer Service    9. Internet    10. Internet - General    11. Social aspects    12. Business & Economics / Public Relations    13. Business & Management    14. Sales & marketing   

Reviews (6)

Required Reading For All Call Center Managers
James Abbott has produced a handbook that is required reading for all Call Center Managers. It provides a step-by-step method for metrics creation and why improvement is not possible unless you can measure Call Center activity.
Bringing Call Centers Into The 21st Century
From the introduction this book explains how metrics must be more than just numbers or report cards. They are proactive tools to get much more out of your call center. The book then sets out ways to create powerful metrics that lead to winningdecisions for your center.
Excellent Book
I purchased this book as I am a director of a Call Center Unit. This book was very informative and had a lot to offer. Great books for excutives in the call center business! The book is written in a easy to read format with lots of great examples!
Read more

Subjects:  1. Business & Economics / Customer Service    2. Business & Economics / Statistics    3. Customer Service    4. Industries - Service Industries    5. Technology & Industrial Arts    6. Telecommunications    7. Business & Economics    8. Call centers    9. Management    10. Statistics   

Reviews (28)

Classic Book
This book does a great job of giving useful and easy to implement information to anyone who wants to increase customer satisfaction and referrals.The author writes from his personal experience in the automotive industry.
Best Customer Service Book yet!
Sewell really practices what he preaches.
Great Book
Great Book. Very informative. Mr. Sewell is a very successful business man and you can learn a lot about what he does right. His practice will work not only in the automotive business but in any retail business. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Customer Service    5. Sales & Selling - General    6. Business & Economics / Sales & Selling   

Reviews (3)

The P&G Approach to Value Generalized
Delivering Profitable Value is an excellent look at ways to identify opportunities for making your products and services more valuable to customers.Unlike most books related to value which have little structureor focus to them, this one understands the importance of the ecosystem youuse and in which your customer exists for delivering and using yourofferings.One thing I liked was the series of steps the author proposesfor comparing offerings available to customers. DELIVERS A WEALTH OF PROFITABLE VALUE!
The author, originator of the "value proposition" concept, presents a new approach to strategy and performance. This system links the organization's capabilities and goal with the real needs of its customers.It replaces the conventional view of developing, producing and marketingproduct with choosing a complete value proposition, providing eachexperience in the chosen proposition, and communicating these experiences. This is a superb guide to defining a company strategy
The DPV process, and the text itself, are excellent tools. They guide a company away from excessive internal or customer compelled thinking. The book's contentents instead direct the company to understand the experiencethe customer has with the company's products and all other interactionswith the company. Our company is using this now. ... Read more

Subjects:  1. Business / Economics / Finance    2. Customer Service    3. Development - Business Development    4. Management - General   

Reviews (38)

Any in sales or marketing should consider the many tips herein.
The initial premise here is that customers have always behaved more like cats than Pavlov's dogs - and emerging media has undermined mass marketing efforts by using the wrong models. Return the opportunity where it belongs with WAITING FOR YOUR CAT TO BARK?, a guide which introduces the idea of 'Persuasian Architecture' as a model for retooling marketing approaches. This allows businesses to measure and optimize the return on investment, and to better anticipate and understand customer reactions and predicting. Any in sales or marketing should consider the many tips herein.
A great book with limitations.
This book basically brings forth two strong notions.The first one is, Become your own customer and go through your own company's buy process.Pretend that you're a prospect just at the beginning of a purchase, searching for information and solutions.You don't enough know enough to fully articulate the problem; you know only that you have a need.What search terms would you use?What stores would you visit?What questions would you ask the salesperson?Then, how does your business line up to this?
Great title, disappointing book
I found the book another rehash of the same theme: customers aren't all the same, so you can't just push advertising at them anymore. Okay, okay, we know that already.
Read more

Subjects:  1. Advertising    2. Business & Economics    3. Business / Economics / Finance    4. Business/Economics    5. Consumer Behavior - General    6. Consumer behavior    7. Marketing - General    8. Marketing - Research    9. Marketing Management    10. On-demand advertising    11. On-demand marketing    12. Business & Economics / General    13. Customer services   

Reviews (1)

Worst Marketing Book Ever Read
This is by far the worst marketing book, i have ever read. The wording is quite complex and not easy to understand. lacks clarity, layout and good examples. The only reason i gave it a 2 not a 1 cause of nice colourful ads Solomon has choosen.
Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Consumer Behavior    5. Consumer Behavior - General    6. Customer Service    7. Marketing - Research    8. Business & Economics / Customer Service    9. Sales & marketing   

Reviews (20)

Strategically brilliant.
In order to become a market leader you must choose what kind of customers you want to serve, and design your operating model to fulfill the chosen customer value, while maintaining appropriate standards in the other two customer values.