Recommendations for Delivering and Measuring Customer Service
"As a student and teacher of the subject, this is the finest book on customer service I\'ve ever read. Why? It\'s so practical, so down to earth - beautifully bridging theory and principles with techniques and practices. A literal treasure trove of doable ideas!”
- Stephen R Covey
Author, The 7 Habits of Highly Effective People, and The 8th Habit: From Effectiveness to Greatness
"If you are interested in customer service this is must reading. If you are not, this will convert you now. Useful, applicable, and fun. I learned a lot.”
- William R. Tiefel
Chairman, CarMax, Inc.
Chairman Emeritus, The Ritz-Carlton Hotel Company, LLC
'“A commitment to delivering and measuring customer service is the hallmark of truly great companies. Rich Hanks has captured the heart of that commitment with his down-to-earth writing style. This book is full of actionable insights that can be put into practice today.”
- Nolan D. Archibald
Chairman and CEO, Black & Decker
'“JetBlue isn't in the aviation business; we're in the customer service business. People ask us where we get our innovative service ideas and the answer is simple, our customers tell us what they want, and we deliver. That is what Hanks' book is all about.”
- David Neeleman
Founder and Chairman, JetBlue Airways
''“Fulfilling the expectations of customers - past, present, and future - is the key to profitable innovation. This book coaches corporate leaders, not only on ‘why,’ but ‘how’ to do that.”
- Clayton M. Christensen
Professor of Business Administration, Harvard Business School
Author, The Innovator's Dilemma
"It's refreshing to read a business book that is both relevant and entertaining. The techniques you share have been proven to not only build sales, but also create loyal followers that are faithful to a brand. The days of actually listening, learning and responding to customers are back!”
- John D. Barr
CEO, Papa Murphy's International
"This book is the standard for every executive dedicated to continuously improving their operations, and a must read for everyone in the organization. Hanks provides the reader with a little bit of theory, a large amount of relevant, real world solutions, and a dose of humor.”
- Robert H. Garff
Chairman and CEO, Garff Enterprise
Chair, Salt Lake Olympic Organizing Committee
"It's easy to talk about superior customer service - it is another thing to consistently deliver it. This book hits the nail on the head when it positions measurement of the actual customer experience as the driving force behind operations improvement. We've seen it work in our company.”
- Ken Cole
President and CEO, Sizzler USA
"A tremendously valuable tool for any executive who is clearly devoted to raising the quality of the customer experience and enhancing customer delight. We've seen the positive results of utilizing the principles taught in this exciting book and recommend them highly.”
- Larry J. Magee
Chairman and CEO, Bridgestone Firestone Retail and Commercial Operations
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Rich has been a senior executive of several Fortune 500 companies as well as several start-up ventures. He was a corporate officer at Marriott, an executive with PepsiCo and Price Waterhouse, and CEO of Blue Step, a software start-up. Rich was named "The Leading Sales Innovator in the Lodging Industry," and Marriott's sales team was rated one of the top 25 among all companies in the U.S. for four years under his leadership. Rich also led Marriott onto the Internet, prompting Bill Gates to refer to him as an "important Internet champion" in his book Business @ the Speed of Thought. Earlier in his career, Rich was called the "Leader of Hotel Revenue Management and Strategy" for his leadership in hotel pricing and yield management. He is also a CPA. Rich was nominated as Utah Entrepreneur of the Year in 2001 and 2007.

He is an author and frequent teacher/speaker at trade, academic, and professional gatherings. Rich was an adjunct professor, and taught at Cornell University for 10 years. He obtained his bachelor's degree from BYU and his MBA from Northwestern University. Rich and his wife, Liz, raised their family in Texas, Maryland, and Utah. They have three grown children, and reside in Salt Lake City. He is active in his faith, serving at various times as a missionary, youth leader, and Bishop (lay minister) of a congregation. Rich loves being with his family, and in his spare time enjoys basketball and woodworking. He is currently president of Mindshare Technologies.

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Volume Discounts
(Prices are for books shipped in same order)
# of Copies Price Per Book Shipping and Handling
1-10 $21.95 $3.50 each order, plus $1.00 per book
11-20 $20.00
21-50 $18.00 $0.75 per book
51-200 $17.00
201-400 $16.00
401-500 $15.00 Free shipping
For orders more than 500 please contact
Duff Road Endeavors at:
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Delivering and measuring customer service:
This isn't Rocket Surgery
about the author
Richard D. Hanks is the Chairman and President of Mindshare Technologies.
Mindshare's proprietary survey and analysis technology captures customer and employee feedback in real-time and immediately transforms it into actionable intelligence. The company serves major clients in over 25 industries, amassing over a quarter of a billion customer insights per year. Mindshare's objective is to help its clients achieve "operations improvement through customer involvement," leading to increased customer loyalty, revenues, and profits.

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  By Richard D Hanks


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“The finest book on customer service
I've ever read.”
- Stephen R Covey
Author, The 7 Habits of Highly Effective People, and
The 8th Habit: From Effectiveness to Greatness

This is a book about the tactics and execution of customer service, rather than strategy and academics.

Why? Because significantly more companies are under-performing due to poor execution, than are failing due to poor strategy. Too many executives over-think the simple until it becomes complicated. This book makes it basic.

You will discover:

  • Customer retention is as important, if not more important, than customer acquisition.

  • Why the "boring everyday" will make you stand out.

  • Delivering exceptional customer service and measuring customer satisfaction are no longer optional.

  • Dissatisfied customers used to tell 8-10 other people about their negative service exprience, now they tell 8-10 million!

  • What 95% of most CRM systems are missing? (Hint: The actual customer experience.)

  • Gathering service feedback should be real-time, continuous, and provided by actual customers.

  • Trendy, one or two-question surveys may have predictive value, but provide very little actionable information.

  • Recovering customers who have had a bad experience may be your highest possible ROI activity. Are you doing it?
This book focuses on the practicalities and common sense of taking care of customers and then letting them tell you how you are performing.





 
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