Accelerate Your Knowledge: 10 Essential Books on Customer Service
Offering high quality customer service is essential to your business’s success. Even if you offer the best prices, if you have poor customer service, they will find somewhere else to shop.
You don’t have to go to college or pay a fortune to learn how to offer high quality customer service. There are a lot of informative, helpful books that you can check out. Read the list of books below to find one that suits your business.
The Thank You Economy, by Gary Vaynerchuk
This book focuses on making your relationships with your customers stronger. Vaynerchuk focuses on not taking your customers for granted. He stresses the importance of spending time with your customers, claiming that the things that are crucial to your business’s success don’t happen in board meetings. He also finds that the businesses that are the most successful use social media to form relationships with their customers. So, it’s necessary to embrace social media.
The Starbucks Experience, by Joseph A. Michelli
Michelli focuses on creating an innovative customer experience. If you offer this experience, your customers will be raving about more than just your products or services. Starbucks is presented as an example throughout the book. Readers take a look at the five principles the company has used for success. Michelli also gives facts about Starbucks that illustrate its success, such as their low turnover rate.
Your Call Is (not that) Important to Us, by Emily Yellin
Yellin gives readers an insight of how customers feel when they experience low quality customer service. It’s nice to read about this experience, because a lot of aspects of customer service are easy to overlook. Then, she goes over ways in which some businesses are trying to improve their customer service. You can get ideas from this book for your business.
I Love You More Than My Dog, by Jeanne Bliss
This book is all about maintaining customer loyalty, even if the economy is at its worst. It presents five decisions that businesses can make to motivate employees and maintain loyal customers. Some of these decisions include deciding to trust customers and employees, deciding to be honest with employees, and deciding to apologize when necessary. Bliss has worked with many major, successful companies, like AAA and Costco, so she clearly knows a lot about how to make a business succeed.
The Loyalty Effect, by Frederick Reichheld
Reichheld wrote this book entirely about customer loyalty. He gives some fascinating statistics, such as how every five years, businesses lose half of their customers, on average. If you could find a way to fight this loss, you could be highly successful. He also points out four important things to know about loyal customers, such as how they are typically willing to pay more for products and services.
Secret Service, by John R. Dijulius III
The nice thing about this book is that a real business owner wrote it. This makes it easier for readers to trust the content. Dijulius presents a lot of case studies, along with his own personal experience. He emphasizes how important it is to satisfy your customers. If your customers are satisfied, they are more likely to perceive your business in a positive light.
Anything You Want, by Derek Silvers
Silvers is an entrepreneur who gave a lot of proceeds away to charity. He walks you through how his business started and why he did what he did. He teaches readers how to make customers happy. Some examples include thrilling your customers, being useful to them, and working in a niche. If you apply the principles of this book, you may find both you and your customers happier. Overall, this book is a quick, inspirational read.
Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless, by Jeffrey Gitomer
In this book, Gitomer stresses the importance of maintaining customers rather than just wooing them. He mainly teaches that your interactions with your customers need to be memorable. This can keep them coming back. He gives examples that are helpful and easy to remember, such as how a hotel worker should greet a guest. The things that keep customers coming back are subtle, and Gitomer helps readers identify them.
Delivering Happiness, by Tony Hsieh
If you order a lot of shoes online, you likely know what Zappos is. It’s a popular online shoe store, created by Tony Hsieh. In this book, Hsieh explains why he thinks Zappos was so successful, both as a team and a company. Some customers think that Zappos customer service is unmatched, even though Hsieh has views that are controversial. You can find out how to structure your business like Zappos from this book and hopefully wind up more successful.
Customer Loyalty: How to Earn It, How to Keep It, by Jill Griffin
This is a great book for small or new business owners. It presents a thorough account of how to create and maintain loyal customers. Griffin distinguishes between customer loyalty and customer satisfaction, which is a necessary distinction for business owners to know.
All business owners need to know how to offer high quality customer service. It may sound intimidating to restructure your current customer service plan, however, the payoff can be immense. Any of the books above can provide invaluable insight for your business.