Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.

America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.

Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans.

This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.

Small business owners possess a unique advantage, one that Scott Grates has honed to perfection.

Forget trying to emulate corporate giants in your small business endeavors. Their conventional marketing tactics won't deliver the consistent results you crave.

Instead, leverage your strength-the power of genuine relationships. By fostering authentic connections that yield a continuous flow of referrals, you'll unlock your Infinite Referral Advantage.

With The Infinite Referral Advantage, you'll:

- Discover the five crucial types of relationships every small business owner needs.

- Ditch reliance on traditional marketing methods and avoid uncomfortable pitches.

- Forge a profitable business model rooted in your distinctive talents and value-centered relationships.

- Recognize how authentic connections pave the way for steady, sustainable growth opportunities.

Prepare for a transformative shift that includes referrals without solicitation; substantial savings in time, money, and energy; and amplified impact, investment, and influence in your local connection economy.

Join Scott on a journey as he challenges conventions, nurtures local communities, and unveils a sustainable path to small business success.

Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years.

Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His Ten Commandants provide the essential guidelines, including:

- Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge.

- No complaints? Something's wrong: If you never ask your customers what else they want, how are you going to give it to them?

- Measure everything: Telling your employees to do their best won't work if you don't know how they can improve.

Horst Schulze knows what it takes to win. In Excellence Wins, the cofounder and former president of the Ritz-Carlton Hotel Company lays out a blueprint for becoming the very best in a world of compromise. In his characteristic no-nonsense approach, Schulze shares the visionary and disruptive principles that have led to immense global success over the course of his still-prolific fifty-year career in the hospitality industry.

For over twenty years, Schulze fearlessly led the company to unprecedented multibillion dollar growth, setting the business vision and people-focused standards that made the Ritz-Carlton brand world renowned. In Excellence Wins, Schulze shares his approach to everything from providing the best customer service to creating a culture of excellence within your organization.

With his tried-and-true methods and inspiring, hard-earned wisdom, Schulze teaches you everything you need to know about:

• Why leading well is an acquired skill
• Serving your customers
• Engaging your employees
• Creating a culture of customer service
• Why vision statements make a difference
• What it really means to practice servant leadership

Schulze's principles are designed to be versatile and practical no matter where you are in your career. He'll remind you that you don't need a powerful title or dozens of direct reports to benefit from the advice he shares in Excellence Wins--you have everything you need to apply it to your life and career right now.

Let Schulze's incredible story help you unleash the disruptive power of your true potential, beat the competition, own your career trajectory, and experience the game-changing power of what happens when Excellence Wins.

• Travels with Figment: On the Road in Search of Disney Dreams (By Disney Legend Marty Sklar)
  
• One Little Spark! Mickey's Ten Commandments and The Road to Imagineering (By Disney Legend Marty Sklar)
  
• Magic Journey: My Fantastical Walt Disney Imagineering Career (By Kevin Rafferty)
  
• Travels with Walt Disney: A Photographic Voyage Around the World (By Jeff Kurtti)
  
• Eat Like Walt: The Wonderful World of Disney Food (By Marcy Carriker Smothers)
  
• Walt Disney: An American Original (By Bob Thomas)
  
• Disney A to Z: The Official Encyclopedia, Fifth Edition (By Disney Legend Dave Smith)
  
• Disney Facts Revealed: Answers to Fans' Curious Questions (By Disney Legend Dave Smith)
  
• Disney Trivia from the Vault: Secrets Revealed and Questions Answered (By Disney Legend Dave Smith)
  
• My Pride: Mastering Life's Daily Performance from Broadway's Record-Breaking Lion King (By Alton Fitzgerald White)
  

You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power.

In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld:

- Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success
- Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers
- Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business

Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.

Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days(R) after the sale and the interactions the customer experiences.

While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding.

In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship.

Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle.

In the Acclimate stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone.

In the Adopt stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display).

In the final stage, Advocate, loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals.

Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%.

Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries.

His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.

Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you'll always have the right words to defuse tense interactions.

Practical and insightful, this book ensures you'll never again be at a loss for what to say to customers.

In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you:

• how to assess circumstances,
• choose one of many appropriate responses,
• and confidently and consistently deliver customer satisfaction.

Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to deliver those words effectively.

By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service.

It's time to check in.

When's the last time you checked in? No, not at a hotel. When's the last time you checked in with your own goals, plans, and aspirations for the future?

In Checking In, Stephen J. Cloobeck-entrepreneur, investor, philanthropist, and the founder and former CEO and chairman of Diamond Resorts International-invites you to check in with yourself to take stock of where you are, where you want to go, and, most importantly, how to actually get there.

Drawing from the hotel, accommodation, and travel worlds in which he built his success, Cloobeck shares one-of-a-kind business experiences and life lessons, demonstrating how a radical customer service mindset-what he calls the Meaning of Yes-can substantively change both personal and professional outcomes.

Make no mistake-this is straight-talk from one of the best. Cloobeck may be known for being tough, opinionated, and unabashedly competitive, but he's also developed a philosophy of hospitality-driven thinking relevant to anyone looking to find success on their terms. Part strategy directive, part leadership coaching, part memoir, Checking In will change how you approach people, problems, and possibilities.

Written for everyone who wants more out of life, Checking In calls you to view the world through the lens of hospitality-driven thinking, to make the most out of opportunities others miss, to take well-placed bets on yourself, and to say yes to the right risks at the right time. These are the practical business insights and all-too-real anecdotes you didn't know you needed from a source you'd never expect.

Legendary Service

Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and athriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees.

Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. AlthoughFerguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined.

In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertainingread for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service iseveryone's job.

PRAISE FOR LEGENDARY SERVICE:

Read this book and establish a service culture in your organization. -- Horst Schulze, Chairman/CEO, Capella Hotel Group

Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontlinestaff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always. -- Mark King, CEO and President, TaylorMade Golf

Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. LegendaryService will teach the next generation how to deliver sensational service. Buy it, study it, implement it. -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules

Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller KenBlanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service. -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV

Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today! -- John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo

Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to acceptmediocrity. -- Leonardo Inghilleri, coauthor ofExceptional Service, Exceptional Profit

What is quality customer service, and how do you consistently deliver it for your customers? Discover the answers in this go-to guide for helping business professionals deliver outstanding customer service that keeps customers coming back.

In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: companies that emphasize customer service make more money and keep customers longer than those that don't.

For over two decades, this book has combined timeless wisdom with powerful tools, real-world examples, and the latest methods to provide customer service professionals an indispensable guide. With lighthearted examples and to-the-point solutions, Delivering Knock Your Socks Off Service provides you with:

proven tips and strategies for exceeding customer needs and expectations,

determining the right times to bend or break the rules,

becoming fantastic fixers and powerful problem-solvers, using the RATER factors to wow your customers,

understanding cultural and generational differences,

and coping effectively with your most challenging customers.

Delivering Knock Your Socks Off Service delivers new information on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.

All businesses have customers, but how many of them deliver unforgettably good customer service?

Customer experience expert and author John R. DiJulius reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results.

Packed with examples applicable to a wide range of industries, Secret Service provides practical, realistic ways to:

• Turn customer complaints into positive experiences,
• Use marketing to go deeper with existing customers,
• Increase customer and employee retention,
• and turn bland customer service into truly memorable customer experiences.

By quantifying and examining each phase of the Customer Experience Cycle, Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level.

Here is the 200,000-copy staple, praised by Warren Buffett as a gem ... I wish everyone at Berkshire would follow [Jack Mitchell's] advice--we would own the world.

If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business bestseller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits by providing exceptional customer service. It's that simple says Jack Mitchell. Hug Your Customers shares the hands-on practical philosophy that has allowed Mitchell and his Family of Stores to thrive and excel in today's challenging retail marketplace. Filled with accessible advice, personal case studies and tips any businessperson can use, Hug Your Customers is an energizing blueprint for customer and employee retention, increased per capita spending, and groundbreaking success.

It's easy to just look at the numbers. How many likes? How many purchases? How many email subscribers?

But as entrepreneurs, we have to remember that there are people behind all that data. People who are looking to us to be a leader, to give advice, and to care. In this dog-eat-dog world, these are the people who are looking for someone who they can trust, and who they know have their best interests in mind.

These are the people, if you connect with them in the right way, who will become Superfans.

Followers may like an Instagram post. Customers may buy a product. But Superfans will be your biggest supporters. They will promote you and your products because they know you have made a difference in their lives. They will tell their friends. They will send you encouraging emails.

Whether you're a shy YouTuber just starting out, or the leader of a Fortune 500 company, your superfans are out there waiting for you to connect with them.

You don't need to change the entire world to build a successful business; you just need to change someone's world.

People don't become superfans the moment they find you. They become superfans because of the magical moments you create for them over time.

Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot.

By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication.

In The?Customer Service Survival Kit, you'll find tangible tips and tricks to help you discover:

• how to lean into criticism,
• how to avoid trigger phrases that can make bad situations worse,
• the secret to helping people feel heard,
• how to safely deliver bad news,
• and how to become immune to intimidation--among many other skills.

The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.

Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.

In short, imagine a workplace culture where employees were absolutely obsessed with customer service.

The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.

Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service.

Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction.

Praise for The Service Culture Handbook:

The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent. -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles

Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read ) guide to developing a culture that really works. -Brad Cleveland, founding partner and former CEO, International Customer Management Institute

Publix Super Markets has been the top-ranked supermarket on Fortune Magazine's list of most admired companies, the highest-ranked retailer in the nation according to the American Customer Satisfaction Index, in Fortune Magazine's Hall of Fame as one of America's best places to work, and named America's favorite supermarket by a national consumer magazine. The company's customers and admirers have long wanted to know Publix's recipe for premier customer service. With the help of Publix's customers and associates, whose own stories are woven throuighout, this book explains what that service is and how the company's associates make it happen..

Welcome to The Customer Service Cookbook-a resource designed to help you solve the most pressing challenges within your business by using practical, real-world strategies for customer service, leadership, and culture development. Think of this book as more than just a collection of ideas-it's your field manual for building a business that thrives through exceptional experiences and empowered teams.

As a business owner, leader, or manager, you are the head chef of your organization's success. Just like a chef in a kitchen, you have access to key ingredients-the skills, tools, and strategies that create incredible experiences. Some of these ingredients are already within your reach, while others may need refinement or discovery. Your role is to decide how to use them and, more importantly, how to blend them to create a world-renowned dish that your customers and team members will savor and remember.

As you read, keep in mind that no two chefs have the exact same approach. You'll discover that your recipe for success may require adjustments based on your company's size, culture, and goals. What matters most is your commitment to continuous improvement and your willingness to refine your approach over time.

The Purpose of This Cookbook

Much like a cookbook in the kitchen, The Customer Service Cookbook breaks down complex challenges into simple, actionable steps. Whether you're addressing team member burnout, quiet quitting, or customer retention issues, this guide allows you to identify the problem, gather the necessary ingredients (resources, strategies, and systems), and execute a tailored solution that fits your company's unique culture.

You can be the fast-food burger-flipping chef who sticks to the basics, or you can strive to become a 3-Michelin-Star chef who meticulously crafts every detail of the experience. The choice is yours. The great chefs of the world have one thing in common: they take immense pride in each dish and dedicate themselves to mastering their craft. The same goes for business leaders like you. Your menu of experiences will define your reputation and your legacy.

How to Use This Cookbook

Browse the recipes based on the specific issue you're facing. Whether you need to improve your morning meetings, train your team on handling difficult conversations, or revamp your customer feedback process, you'll find a unique recipe.

Step 1 - Identify Your Challenge

Each recipe outlines the tools, strategies, and action steps you'll need to implement a solution. Some ingredients may already exist within your organization, while others may require refinement or new processes.

Step 2 - Gather Your Ingredients

Step-by-step, this cookbook will help you implement practical strategies that are easy to understand and, more importantly, replicate.

Step 3 - Follow the Recipe

Just as a chef adapts a recipe to suit their taste, you can modify these solutions to fit your company's culture, size, and vision.

Step 4 - Adjust Your Recipes as Needed

Why This Matters

Exceptional businesses don't become successful by chance. They succeed because they build systems that consistently deliver excellence. The goal of this cookbook is to show you that customer service and leadership are not abstract concepts but daily, actionable practices that can and should be fine-tuned over time.

By integrating these lessons, your team members won't just do their jobs, they'll become brand ambassadors who embody the mission and vision of your company. Your customers won't just do business with you, they'll become loyal advocates who share their positive experiences and return time and time again.