Summary of The Customer Rules

Looking for the book?
We have the summary! Get the key insights in just 10 minutes.

The Customer Rules book summary
Start getting smarter:
or see our plans


7 Overall

8 Applicability

5 Innovation

6 Style


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.

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

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.



How to Provide Unbeatable Service
Delivering excellent customer service improves profitability, builds consumer loyalty and reduces buyer turnover. Many businesses readily acknowledge the importance of their clients, but few actually offer them great service. Firms trying to reach out ...

Get the key points from this book in 10 minutes.

For you

Find the right subscription plan for you.

For your company

We help you build a culture of continuous learning.

 or log in

Comment on this summary

More on this topic

By the same authors

Customers who read this summary also read

  • Book

    Michael J. Silverstein et al.

    McGraw-Hill, 2015


  • Book

    Brian Solis

    Wiley, 2015


  • Report

    Olivier Abtan et al.

    Boston Consulting Group, 2016


  • Book

    Thomas A. Stewart and Patricia O’Connell

    HarperBusiness, 2016


More by category