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The Experience: How to Wow Your Customers and Create a Passionate Workplace Hardcover – 10 Jan 2002

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Product details

  • Hardcover: 128 pages
  • Publisher: CRC Press; 1 edition (10 Jan 2002)
  • Language: English
  • ISBN-10: 1578203066
  • ISBN-13: 978-1578203062
  • Product Dimensions: 15.2 x 1.1 x 22.9 cm
  • Average Customer Review: 4.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Bestsellers Rank: 1,427,575 in Books (See Top 100 in Books)

More About the Author

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Product Description


..".turn your cost-based 'call centers' into profit-building 'contact centers.' A must-read for customer service professionals and their bosses."

From the Publisher

The author is a frequent speaker at conferences focused on customer experience management throughout the US and overseas.
The author has written on customer experience management for Harvard Business Review and Inc. Magazine, and has been featured as a thought leader on ABC TV, The Wall Street Journal, Financial Times, and many other publications.

Inside This Book (Learn More)
First Sentence
Joe hung up the phone and noticed that his familiar headache was crawling up his neck and intensifying. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Back Cover
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Most Helpful Customer Reviews

2 of 2 people found the following review helpful By "helenridgway" on 27 Aug 2003
Format: Hardcover
Mr Arussy has written a book that takes us right back to basics and reminds us what customer support is all about. Its strength lies in its simplicity – you won’t find any business school jargon in here or complicated theories. Instead you find yourself drawn into a tale about people that re-lights your passion for, well, doing your best and helping others to do their best. On the face of it the book is aimed at those who work in customer service but anyone who has customers, clients, business partners or colleagues will find it a useful.
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Most Helpful Customer Reviews on (beta) 8 reviews
4 of 4 people found the following review helpful
It's actually not bad... 29 Dec 2002
By Amazon Customer - Published on
Format: Hardcover
I HATE fable format books usually. But actually, this one has some serious points that are made, and show realistic ways in which the entire company can get involved in producing a better product, and create excellent customer relationships.
Among the things that a lot of companies should really consider are: showing company loyalty to your employees, and give them the authority to really solve the customers' problems. Having worked in customer service and retail for several years, I found that both of these are things that are usually missing from the typical environment a CSR encounters. Often, you'd love to help the customer out more, but you really don't have the authority to do anything, which is frustrating, both for you as a CSR, and for the customer even more.
I had to mark it down a star for the fable format, which really is annoying, as are the stereotypically dense and unrealistic workers. Plus the stupid napkin diagrams of the principles expressed are really insulting. But there's a lot of good information in the 120 or so pages that really needs to be looked at by a LOT of organizations, and the CSRs working for them.
As those fable books go, not too shabby!
4 of 5 people found the following review helpful
Excellent Guidance 10 Feb 2003
By "csveep" - Published on
Format: Hardcover
The author has selected the fable format, which works very well for me. I spend my days dealing with issues brought by senior executives of large corporate customers, and after a long day of negotiating against hard facts, it's nice to come home to a book that will teach through simple story line, with no pontificating lists of commandments and no autobiographical flag-waving. I have not found a customer relationship book with a better connect rate: over 95% of the material applies directly to my day-to-day dealings with eight- and nine-figure customers. The one issue for Mr Arussy, I think, will be to get other corporate executives to acknowledge that they MUST take the time to get involved with their customers, especially when the money supply is tight. From years of personal experience, I can tell you unequivocally that nothing -- let me repeat -- NOTHING takes the place of direct involvement with customers by all parts of the organization. Mr. Arussy's organic approach to the problem is exactly what it needed in most organizations. The one bit of advice I would offer to the author is that he may want to either (1) produce a second book which shows how these changes can be made from the top down, or (2) offer executive consulting to get these ideas into the hands of decision-makers within the organization.
2 of 2 people found the following review helpful
If you deal with people - Read this book 13 Jan 2003
By A Customer - Published on
Format: Hardcover
After I read this book we invited Mr. Arussy to speak at our annual client conference. He was such an inspiration our clients purchased in excess of 200 copies of this outstanding book. We are a client service based company and have distributed this book to each of our help desk, sales and consulting associates. Many of them balked at reading a "story" but they all thanked us and gave rave reviews once completed. They were quite taken with how effective and pertinent to their positions that this story was. Mr. Arussy tells it like it is in today's client service industry. We have seen a new passion in our associates and it spills over to the client service we provide. This is a must read if you deal with people in any type of business!
Incisive money-maker 12 Oct 2002
By A Customer - Published on
Format: Hardcover
After reading "The Experience" you have to ask yourself: why hasn't anyone approached this subject with such clarity before?
The book crystallizes the key problems surrounding customer interaction. It causes one to think, and think hard, about your own business and, as a result, you come away from this quick read with ideas that you can immediately implement to help build your brand and make money.
At first, the concept of the fable as a device seems simplistic. But the author unearths truisms that will resonate with a wide variety of businesspeople. You will come away with ways to build your brand and profits -- as well as motivate your people.
a perfect encapsulation 17 Oct 2002
By A Customer - Published on
Format: Hardcover
The Experience is a perfect encapsulation of what is going wrong with customer experience management. Why are so many big, supposedly savvy companies doing so much -- and so wrong? This fable spells it all out, entertainingly. All types of businesspeople will come away from this quick read with ideas that will save money, win new customers and enhance brand equity. Buy it.
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