business management

Amidst a wealth of products and services, customers are hearing one message more consistently than ever before: "Buy from us…or not…your business isn't that important." How are companies sending the message? By giving their customers boring, apathetic, impatient, and uninspired service. An organization's commercial success is incumbent upon making customers feel valued. In their new book, Customer Loyalty Guaranteed bestselling author and customer service expert Chip R. Bell and leading customer service consultant John R. Patterson present a revolutionary, new approach to customer service that can teach leaders at all levels how to awaken
the "spirit to serve" in any company. Customer Loyalty Guaranteed is designed to help companies make the employee-customer connection a force for competitive advantage.           

         As the authors attest, the more that employees give passion and spirit, the more
customers will reward that organization with their loyalty. But Bell and Patterson present more than just organizational strategy—they outline a new way of life and a philosophy that enables companies and individuals to elevate their relationships and strike a balance between heart and head in pursuit of business excellence (Adams Media Corporation, $12.95). HBM

Previously published in the February 2008 issue of HOME BUSINESS® Magazine, an international publication for the growing and dynamic home-based market. Available on newsstands, in bookstores and chain stores, and via subscriptions ($15.00 for 1 year, six issues). Visit www.homebusinessmag.com