Batteries Included! - Creating Legendary Customer Service
Nigel Barlow is the author of Batteries Included! – Creating Legendary Customer Service (Random House), a book about creativity, change, and customers. Tom Peters says about it, “Nigel Barlow’s book is simply brilliant! Is there anything left to say about superior customer service? The answer is obviously a resounding ‘yes’. This book proves it!”
What the book is about:
- New millennium, new needs
The six I's of legendary service - Learning from the future
Create your own destiny - Change the box!
Dare to be different - Develop beginner's mind
To see your customers anew - The power of attention
Making your customers feel really cared for - How to create service 'players'
And root out the walking dead, cynics, and spectators - The human and spiritual laws of service
Batteries Included! Creating Legendary Service is a "why-to" as well as a "how-to" book, using creativity and imagination to anticipate the customer's unspoken needs. The Batteries in the title are the inspiration, passion, and energy which need recharging to create fabulous service for your customers.
explores how a deeper understanding of the customer's human needs is necessary to inspire their loyalty. He tackles provocatively and with insight such vital but under-exploited topics as the deeper psychological, creative, and spiritual approaches that are necessary to build a service legend.
Readers' Comments
"After ten years studying best practice, what a joy to find a book that exposes customer service as it really should be, with wonderful vignettes from real organisations to help us appreciate what can be done. A 'must read' for all SOCAP members.'
"This is one of the most thought-provoking and stimulating books I've red on customer service in a long while. Not only is it an incredibly good read, but it does offer some profound and new insights into that elusive subject – how to create legendary service. I know at least one thousand companies which could benefit from the lessons in this book."
author of 'What Customers Like About You'
"As ever, Nigel’s thinking is insightful and thought provoking – particularly if you manage a business with ‘Premier’ in the title."
"Customer 'pull' has replaced supplier 'push' as the engine of economic growth, and customers now expect more from you than ever before. Nigel Barlow's inspiring book shows you how to stand out from the crowd by delivering legendary service experiences; the kind of experiences that turn customers into walking 'advocates' for your organisation.
"This is new territory for most organisations: customer service, but not as you know it! Barlow brings fresh thinking and inspiration to a discipline that has long been in need of an overhaul to match its new-found central importance. You need to be customer-centred to survive in the 21st century, the Customer Century as it has been dubbed. Nigel Barlow provides you with your essential route map."
"Batteries Included! made me want to cheer – as a professional responsible for customer contact but more importantly, as a customer.
If you care about customers and want to do something about it, Batteries Included! provides the right balance between passion and pragmatism and humanness and profitability.
It ought to be required reading for everyone that has customers (before they go near one) from the boardroom (especially the boardroom) to the frontline. In the tradition of story telling, I hope there’s a sequel!"
"Nigel Barlow is a master in understanding customer requirements. He truly knows how to get under the skin of the customer to unlock what is key to creating the required service culture in any business. Read this book and ensure that you don’t let the ‘post honeymoon slump’ happen to your business."
"Batteries Included! will challenge any business’s notion of Customer Service. It dares you to be human; to risk acting on your customer’s suggestions and being passionate about it. Now that’s different. It is not only a great read, but an experience that steps you into a world of heartfelt empathy with your customers that is synonymous with memorable brands and lasting relationships – Legendary indeed."
Re-Think: How to think differently (Capstone Ideas) is Nigel Barlow's new book on everyday creativity that can be applied equally to personal or business life. It comes out on March 31, 2006, and is accompanied by new conference presentations and creative team sessions.
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