Customer Service

The customer is your boss – or at least he or she pays your salary. Better to listen to clients, then, identify and anticipate their needs, and always give a little bit more than expected. They'll pay back your attention.

Summaries

The most memorable experiences are suffused with emotion – not extra features or value for money.

Stefan Thomke

MIT Sloan Management Review, 2019

7
The words service agents use to engage customers often end up backfiring.

Brent McFerran et al.

MIT Sloan Management Review, 2018

9
A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

Jeff Toister

Jeff Toister, 2017

8
How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

Nick Mehta et al.

Wiley, 2016

8
Service Design, Strategy, and the Art of Customer Delight

Thomas A. Stewart and Patricia O’Connell

HarperBusiness, 2016

9
A Practical Guide to Optimizing the Customer Experience

Ben Reason et al.

Wiley, 2015

8

Dag Fredrik Bjørnland et al.

Boston Consulting Group, 2016

8
How the Patagonia Model of Loyalty Can Save Your Business, and Might Just Save the Planet

Craig Wilson

Rare Bird Books, 2015

8
How to Embrace Complaints and Keep Your Customers

Jay Baer

Portfolio, 2016

8
The Transformation of Customer Relationships

Steven Van Belleghem

Kogan Page, 2015

7