Customer Service DNA: Building Blocks that Drive Customer Loyalty
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- List price
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Three seasoned business leaders make the case that great customer service isn't about tweaking old processes—it's about evolution. Using stories from hotels, airlines, tech support, and iconic brands like Texaco, Holiday Inn, and Amazon, they lay out three building blocks: the Right Vision, the Right People, and the Right Organization. Practical and story-driven, the book teaches leaders to favor relationships over transactions, principles over rigid processes, and learning over repair to build genuine customer loyalty.
- Reframes customer service as organizational 'DNA'—a survival trait, not a department
- Packed with real brand case studies: Texaco, Holiday Inn, Amazon, Johnson & Johnson, Apple, Cisco, HSBC
- Simple, memorable frameworks (the three 'Rights,' MITE, the four C's of trust) leaders can act on immediately
- Story-driven and relatable—hotel, drive-through, and warranty horror stories readers instantly recognize
Perfect for a manager, business owner, or customer-service team leader who wants practical, story-driven ideas for building customer loyalty and improving their service culture.
Product Details
- Author
- Curtis Hill, Erik Alberts, Richard Godfrey
- Format
- Paperback
- Pages
- 196
- Dimensions
- 6x9 in
- Interior
- Black and White
- Weight
- 12.2 oz
- ISBN
- 9781462116287
- SKU
- 16287
- Imprint
- Plain Sight Publishing
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About Us
Since 1986, Cedar Fort Publishing has produced uplifting fiction and non-fiction books that are known across the globe. Our diverse catalog includes over 3,000 books. We are proud to publish Latter-day Saint non-fiction, general non-fiction, cookbooks, children's books, and customizable books. In the past we've published clean fiction.
