Sign-In
Cart
The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World
Hardcover
Business GeneralManagementMarketing
ISBN13: 9780071603652
Publisher: McGraw-Hill Companies
Published: Oct 1 2008
Pages: 352
Weight: 1.45
Height: 1.18 Width: 6.30 Depth: 9.26
Language: English
Whether you run your own company or work for a large corporation, establishing customer loyalty is a prerequisite for business growth. In The Customer Rules, C. Britt Beemer, a leading consumer research and marketing consultant, and bestselling business author Robert Shook offer practical advice on how to build a robust company culture based on the concept of unsurpassed customer-service designed to increase your market share.
A combination of extensive market research unprecedented in scope, as well as close studies of fourteen companies that excel in the area of customer service, The Customer Rules distills profitable lessons on how to achieve strong customer loyalty. Referencing specific research findings, Beemer and Shook examine the obstacles that too often distract a company's focus from its most important task--providing preeminent service and creating a unique customer experience. The authors then supply fourteen workable solutions to ensure the return of customers time and time again, including:
- Instill the importance of customer service in every employee
- Use a small-town approach to meeting customers' needs no matter how big your company is
- Develop a unique identity your customers will seek out
- Maintain a focus on the customer before, during, and after the sale
Success in retail, service, manufacturing, or any other business always boils down to the customer experience. Beemer and Shook use in-depth interviews with high-level managers from such companies as Chubb, NetJets, Edward Jones, Lexus, Johnson & Johnson, and Four Seasons Hotels to illustrate the best ways for creating exceptional customer service. The Customer Rules gives you the tools you'll need to become the undisputed leader in your industry.
Also in
Management
Crucial Conversations Tools for Talking When Stakes Are High, Second Edition
Patterson, Kerry
Switzler, Al
Grenny, Joseph
Paperback
Quiet Girls Can Run the World: Owning Your Power When You're Not the Alpha in the Room
Holman, Rebecca
Paperback
Inclusive Conversations: Fostering Equity, Empathy, and Belonging Across Differences
Winters, Mary-Frances
Paperback
The Art of Communication: How to Be Authentic, Lead Others, and Create Strong Connections
Apps, Judy
Hardcover
Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect
Guidara, Will
Hardcover
Hbr's 10 Must Reads on Managing Yourself, Updated and Expanded (Featuring How Will You Measure Your Life? by Clayton M. Christensen)
Drucker, Peter F.
Gallo, Amy
Review, Harvard Business
Paperback
Hbr's 10 Must Reads 2027: The Definitive Management Ideas of the Year from Harvard Business Review (Featuring the Hidden Beliefs That Hold Leaders Bac
Wilkins, Muriel M.
Review, Harvard Business
Edmondson, Amy C.
Paperback
Focused & Fearless Leadership: Preventing the Crisis Before It Starts
Overton, Melissa Godwin
Paperback
Hbr's 10 Must Reads on Mental Toughness, Updated and Expanded (Featuring How to Stop Worrying about What Other People Think of You by Michael Gervais)
Gervais, Michael
Duckworth, Angela L.
Review, Harvard Business
Paperback
Take Breaks, Work Better: Measure Impact, Not Hours, and Transform Your Profitability
Briggs, John
Paperback
What Could Possibly Go Right?: The Essential Journey to Scale an Enduring Culture
Meyer, Danny
Hardcover
How We Could: The Framework to Lead Without Drama, Build Alignment, and Call Teams to Greatness
Dorr, Alex
Hardcover
Hbr's 10 Must Reads on Leadership, Updated and Expanded (Featuring Begin with Trust by Frances X. Frei and Anne Morriss)
Edmondson, Amy C.
Ibarra, Herminia
Review, Harvard Business
Paperback
The 21 Irrefutable Laws of Leadership Workbook 25th Anniversary Edition: Follow Them and People Will Follow You
Maxwell, John C.
Paperback
The Year in Tech, 2027: The Insights You Need from Harvard Business Review
Chamorro-Premuzic, Tomas
Review, Harvard Business
Davenport, Thomas H.
Paperback
Surrender to Lead: The Counterintuitive Approach to Driving Extraordinary Results
Kriegel, Jessica
Terry, Joe
Hardcover
Strong Ground: The Lessons of Daring Leadership, the Tenacity of Paradox, and the Wisdom of the Human Spirit
Brown, Brené
Hardcover
The Mom Test: How to talk to customers & learn if your business is a good idea when everyone is lying to you
Fitzpatrick, Rob
Paperback
Bookkeeping - Accounting for Small Business: A Quickstudy Laminated Reference Guide
Epstein, Lita
Other
Get Scalable: The Operating System Your Business Needs To Run and Scale Without You
Deiss, Ryan
Paperback
The Coaching Habit: Say Less, Ask More, and Change the Way You Lead Forever
Stanier, Michael Bungay
Paperback
What the Heck Is Eos?: A Complete Guide for Employees in Companies Running on EOS
Wickman, Gino
Bouwer, Tom
Hardcover
Never Split the Difference: Negotiating as If Your Life Depended on It
Voss, Chris
Raz, Tahl
Hardcover
The First 90 Days, Updated and Expanded: Proven Strategies for Getting Up to Speed Faster and Smarter
Watkins, Michael D.
Hardcover
Stop Asking for Referrals: Build a Magnetic Business Through Intentional Care & Real Relationships
McNally, Flor de Maria
Paperback
Influence and Persuasion (HBR Emotional Intelligence Series)
Cialdini, Robert B.
Review, Harvard Business
Morgan, Nick
Paperback
Unreliable Boyfriend: An Insider's View of Dealing with a Chaotic Superpower, Plutocrats, and Other Complicated People
Freeland, Chrystia
Hardcover
Building Great Businesses: Create Momentum, Overcome Setbacks, and Scale with Confidence
Becker, Scott
Hardcover
Getting to Yes: Negotiating Agreement Without Giving in
Fisher, Roger
Ury, William
Patton, Bruce
Paperback
The Algorithm: The Hypergrowth Formula That Transformed Tesla, Lululemon, General Motors, and Spacex
McNeill, Jon
Hardcover
Anchored, Aligned, Accountable: A Framework for Transcending Bullsh*t and Transforming Our Lives and Work
Bethea, Aiko
Hardcover
How to Work with Complicated People: Strategies for Effective Collaboration with (Nearly) Anyone
Leak, Ryan
Hardcover
The Year in Tech, 2026: The Insights You Need from Harvard Business Review
Anthony, Scott D.
Webb, Amy
Review, Harvard Business
Paperback
From Operator to Owner: The Entrepreneur's Guide to Running a Business That Doesn't Run You
Landry, Liz
Hardcover
Hbr's 10 Must Reads on Strategy, Updated and Expanded (Featuring the Five Competitive Forces That Shape Strategy by Michael E. Porter)
Porter, Michael E.
Kim, W. Chan
Review, Harvard Business
Paperback
Feedback That Works: How to Build and Deliver Your Message, Second Edition
Center for Creative Leadership
Paperback
Take It Personal: How to Succeed by Building Relationships and Playing the Long Game
Grutman, David
Hardcover
The Phoenix Project: A Novel about It, Devops, and Helping Your Business Win
Behr, Kevin
Spafford, George
Kim, Gene
Paperback
Hbr's 10 Must Reads on High Performance, Updated and Expanded (Featuring Nine Things Successful People Do Differently by Heidi Grant)
Grant, Heidi
Goleman, Daniel
Review, Harvard Business
Paperback
Hbr's 10 Must Reads on Managing People, Updated and Expanded (Featuring Are You a Good Boss--Or a Great One? by Linda A. Hill and Kent Lineback)
Goleman, Daniel
Hill, Linda A.
Review, Harvard Business
Paperback
Competing in the Age of AI: Strategy and Leadership When Algorithms and Networks Run the World
Iansiti, Marco
Lakhani, Karim R.
Hardcover
Inside the Owner's Box: Conversations on Power and Leadership in Sports
Rubenstein, David M.
Hardcover
Generative Ai: The Insights You Need from Harvard Business Review
Review, Harvard Business
Mollick, Ethan
Cremer, David De
Paperback
The Way of the Shepherd: Seven Secrets to Managing Productive People
Pentak, William
Leman, Kevin
Hardcover
The Hard Thing about Hard Things: Building a Business When There Are No Easy Answers
Horowitz, Ben
Hardcover
Hbr's 10 Must Reads 2026: The Definitive Management Ideas of the Year from Harvard Business Review (Featuring the Strategic Genius of Taylor Swift by
Meyer, Erin
Flyvbjerg, Bent
Review, Harvard Business
Paperback
False Solutions: A Leadership Parable of Strategies That Feel Right But Fall Short
Syquia, Nenuca
Hardcover
Playing to Win, Expanded with Bonus HBR Articles: How Strategy Really Works
Lafley, A. G.
Martin, Roger L.
Hardcover
Genius at Scale: How Great Leaders Drive Innovation
Tedards, Emily
Wild, Jason
Hill, Linda A.
Hardcover
The Oz Principle: Getting Results Through Individual and Organizational Accountability
Connors, Roger
Smith, Tom
Hickman, Craig
Paperback
The 6 Types of Working Genius: A Better Way to Understand Your Gifts, Your Frustrations, and Your Team
Lencioni, Patrick M.
Hardcover
Getting You Ready for Power: A Woman's Guide to Building Confidence, Community, and Career Success
Meruelo, Alexis
Paperback
The 360 Degree Leader Workbook: Developing Your Influence from Anywhere in the Organization
Maxwell, John C.
Paperback
Demand-Side Sales 101: Stop Selling and Help Your Customers Make Progress
Moesta, Bob
Engle, Greg
Hardcover
Hbr's 10 Must Reads on Emotional Intelligence, Updated and Expanded (Featuring What Makes a Leader by Daniel Goleman)
Goleman, Daniel
Ibarra, Hermina
Review, Harvard Business
Paperback
Difficult Conversations: How to Discuss What Matters Most
Heen, Sheila
Patton, Bruce
Stone, Douglas
Paperback
The One Thing: The Surprisingly Simple Truth about Extraordinary Results
Keller, Gary
Papasan, Jay
Hardcover
Dirtbag Billionaire: How Yvon Chouinard Built Patagonia, Made a Fortune, and Gave It All Away
Gelles, David
Hardcover
How to Win Friends and Influence People: Updated for the Next Generation of Leaders
Carnegie, Dale
Hardcover
Psychological Safety (HBR Emotional Intelligence Series)
Review, Harvard Business
Edmondson, Amy C.
Auger-Dominguez, Daisy
Paperback
Indispensable: How to Become the Company That Your Customers Can't Live Without
Calloway, Joe
Hardcover
Inner Excellence: Train Your Mind for Extraordinary Performance and the Best Possible Life
Murphy, Jim
Paperback
The 5 Languages of Appreciation in the Workplace: Empowering Organizations by Encouraging People
Chapman, Gary
White, Paul
Paperback
Biblia del Vendedor: Tecnicas Efectivas Para El Vendedor Competitivo
Dey, Alejandro
Dey, Alex
Paperback
Team Topologies, 2nd Edition: Organizing Business and Technology for Fast Flow of Value
Pais, Manuel
Skelton, Matthew
Paperback
The Trusted Advisor: 20th Anniversary Edition
Galford, Robert
Green, Charles
Maister, David H.
Paperback
You Don't Need a Title to Be a Leader: How Anyone, Anywhere, Can Make a Positive Difference
Sanborn, Mark
Hardcover
Who Not How: The Formula to Achieve Bigger Goals Through Accelerating Teamwork
Hardy, Benjamin
Sullivan, Dan
Hardcover
Covert Cows and Chick-Fil-A: How Faith, Cows, and Chicken Built an Iconic Brand
Robinson, Steve
Paperback
Say This, Not That: How to Master 7 Dreaded Conversations As a Leader in the Modern Workplace
Flickinger, Chris
Paperback
The Founder's Mentality: How to Overcome the Predictable Crises of Growth
Allen, James
Zook, Chris
Hardcover
The Asshole Survival Guide: How to Deal with People Who Treat You Like Dirt
Sutton, Robert I.
Paperback
The Octopus Organization: A Guide to Thriving in a World of Continuous Transformation
Le-Brun, Phil
Werner, Jana
Hardcover
The Heart Work of Modern Leadership: 6 Differentiators of Exceptional Leaders
Grossman, David
Paperback
Be Our Guest-Revised and Updated Edition: Perfecting the Art of Customer Service
The Disney Institute
Hardcover
Never Settle: Persuasion and Negotiation Skills to Get What You Want
Qureshi, Attia
Richardson, John
Hardcover
Rewired: McKinsey's Playbook on How Leading Companies Win with Technology and AI
Smaje, Kate
Levin, Robert
Lamarre, Eric
Hardcover
The Adaptability Quotient: Rewiring Your Mind for Success in the Next Human Era
Litowitz, Alec
Hardcover
The Things We Hide: A Guide to Identifying Hidden Barriers and Leading with Authenticity
Dickerhoof, Tyler
Hardcover
The Lean Six SIGMA Pocket Toolbook: A Quick Reference Guide to Nearly 100 Tools for Improving Quality and Speed
Rowlands, David T.
Price, Mark
George, Michael L.
Paperback
Positive Intelligence: Why Only 20% of Teams and Individuals Achieve Their True Potential and How You Can Achieve Yours
Chamine, Shirzad
Hardcover
The Effective Executive: The Definitive Guide to Getting the Right Things Done
Drucker, Peter F.
Paperback
$100m Lost Chapters: Lost Treasures from $100M Offers, $100M Leads, and $100M Money Models
Hormozi, Alex
Hardcover
Rollout: Get Your Entire Team Running on EOS to Achieve Your Vision
Fahey, Beth
Smith, Marisa
Hardcover
The Outsiders: Eight Unconventional CEOs and Their Radically Rational Blueprint for Success
Thorndike, William N.
Hardcover
The Practice of Adaptive Leadership: Tools and Tactics for Changing Your Organization and the World
Linsky, Marty
Heifetz, Ronald A.
Grashow, Alexander
Hardcover
Hbr's 10 Must Reads on Artificial Intelligence, Updated and Expanded (Featuring How AI Can Help Managers Think Through Problems by Elisa Farri and Gab
Agrawal, Ajay
Review, Harvard Business
Davenport, Thomas H.
Paperback
The Advantage: Why Organizational Health Trumps Everything Else in Business
Lencioni, Patrick M.
Hardcover
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
Michelli, Joseph A.
Hardcover
Leadership and Self-Deception, Fourth Edition: The Secret to Transforming Relationships and Unleashing Results
Arbinger Institute
Paperback
Our Iceberg Is Melting: Changing and Succeeding Under Any Conditions
Kotter, John
Rathgeber, Holger
Hardcover
The Leading the Unleadable: How to Manage Mavericks, Cynics, Divas, and Other Difficult People
Willett, Alan
Paperback