Back to Category Sales

The Customer Rules

The 14 Indespensible, Irrefutable, and Indisputable Qualities of the Greatest Companies in the World

by C. Britt Beemer and Robert L. Shook

		Publisher: McGraw-Hill Companies Pub. Date: 2008 ISBN: 9780071603652 No. pages: 352 Category: Sales & Marketing

In this summary you will learn

What 14 qualities distinguish the way that leading companies provide great service
How to increase brand awareness and market share
How to develop a customer-oriented corporate culture

Why you should read The Customer Rules

C. Britt Beemer and Robert L. Shook explain in this book that companies which deliver great service to their consumers exhibit common qualities. For example, firms that tackle customer service as a collective imperative tend to outperform their competitors who consider it just a departmental activity. Emphasizing client support in training programs, not just in written policies, is another way to develop a solid base of returning customers. Each chapter of this guide is devoted to one of the 14 traits of great service providers. The authors drew from $300,000 of consumer research conducted exclusively for this project and enriched their findings by including many case studies of U.S. enterprises. getAbstract recommends this manual to readers who want to adopt the mutual practices of top client-service firms in order to build their own clienteles.

About the Authors

Trend forecaster C. Britt Beemer is founder and CEO of America’s Research Group, a national firm that conducted the studies used exclusively for this book. Robert L. Shook is the author of many business books, five of which have appeared on The New York Times bestseller list. His recent books include Longaberger and The Pep Talk.

Rating (what is this?)

Overall		(7)
Applicability		(8)
Innovation		(5)
Style		(6)

Level of Expertise (what is this?)

Level

(1)

Buy the Book

Click here to buy the book "The Customer Rules". If you wish to purchase 20 or more copies of the same title (not the summary, but the "real" book), please contact us at bulkorders@getAbstract.com. Make sure you include the title of the book and your phone number.

getAbstract makes it easy for you to access the summary of The Customer Rules any time or any place. Once registered, you can choose from a variety of download formats: PDF for your computer, BlackBerry, iPhone, Kindle, PDA or other handheld devices. You can even obtain the audio version of many of our summaries.
Subscribe today to gain access to this summary as well as many other compelling titles!