- Hardcover: 256 pages
- Publisher: Nicholas Brealey Publishing; First Edition edition (15 Sep 1998)
- Language English
- ISBN-10: 1857882016
- ISBN-13: 978-1857882018
- Product Dimensions: 23.8 x 15.9 x 2.8 cm
- Amazon Bestsellers Rank: 477,898 in Books (See Top 100 in Books)
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More About the Author
Product Description
Product Description
Based on an in-depth study of companies across 19 countries, this is a guide to making customers like your company more by adding emotional value to your front-line employees, that is, by developing their emotional connection, integrity and creativity.
From the Publisher
Excellent response to Freemantle's new book:
Reviews and extracts in the press for What Customers Like about You have been appearing around the world, from the Kaleej Times in the Gulf to the Observer, the Times and the Guardian in the UK - and there have been many others... Customer service is such a crucial area for all kinds of organisations, from retailers to local government departments, and yet surveys show that customer satisfaction levels are actually falling. This is an immensely useful and very readable book, which encourages radical improvements through trusting front-line people to do a good job. Vital for anybody who has to deal with customers!
Reviews and extracts in the press for What Customers Like about You have been appearing around the world, from the Kaleej Times in the Gulf to the Observer, the Times and the Guardian in the UK - and there have been many others... Customer service is such a crucial area for all kinds of organisations, from retailers to local government departments, and yet surveys show that customer satisfaction levels are actually falling. This is an immensely useful and very readable book, which encourages radical improvements through trusting front-line people to do a good job. Vital for anybody who has to deal with customers!
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Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com:
4.5 out of 5 stars (2 customer reviews)
2 of 3 people found the following review helpful:
5.0 out of 5 stars
Making the most of potential through emotional attachment, 13 Sep 1998
By richard.brimble@mcmail.com - Published on Amazon.com
This review is from: What Customers Like About You: Adding Emotional Value for Service Excellence and Competitive Advantage (Hardcover)
Having just been sent a copy of David Freemantle's latest book I can totally recommend it. David uses live examples from many different companies across the world and it is one of those management books that you don't put down. Page after page of common sense combined with a real understanding of the problems that organisations are having as we approach this new age of opportunity. David explains has given many examples of organisations that can prove that by caring about people you can be incredibly successful. A great read for any leader that wants to unleash the potential of people across the business. We are all still learning and David's book leaves you with the feeling that with belief anything is possible.
4.0 out of 5 stars
One of the better books of this type, 27 May 2009
By D. Barker - Published on Amazon.com
This review is from: What Customers Like About You: Adding Emotional Value for Service Excellence and Competitive Advantage (Paperback)
Interesting book for those wishing to improve their sales/marketing skills. Mostly common sense but presented in a postive and sensible way. I reckon that even the most confident/accomplished sales person would gain from reading this.
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