The Experience: How to Wow Your Customers and Create a Passionate Workplace

By Lior Arussy

Book Overview

'A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop.' -- Jerry Vass, author of Soft Selling in the Hard World 'Lior Arussy spins a cautionary tale for the transition companies m

• Format: Hardcover
• Language: English
• ISBN: 1578203066
• ISBN13: 9781578203062
• Release Date: November 2002
• Publisher: CRC Press
• Length: 128 Pages
• Weight: 0.65 lbs.
• Dimensions: 0.8" x 6.3" x 9.1"

Customer Reviews

Excellent Guidance

The author has selected the fable format, which works very well for me. I spend my days dealing with issues brought by senior executives of large corporate customers, and after a long day of negotiating against hard facts, it's nice to come home to a book that will teach through simple story line, with no pontificating lists of commandments and no autobiographical flag-waving. I have not found a customer relationship book with a better connect rate: over 95% of the material applies directly to my day-to-day dealings with eight- and nine-figure customers. The one issue for Mr Arussy, I think, will be to get other corporate executives to acknowledge that they MUST take the time to get involved with their customers, especially when the money supply is tight. From years of personal experience, I can tell you unequivocally that nothing -- let me repeat -- NOTHING takes the place of direct involvement with customers by all parts of the organization. Mr. Arussy's organic approach to the problem is exactly what it needed in most organizations. The one bit of advice I would offer to the author is that he may want to either (1) produce a second book which shows how these changes can be made from the top down, or (2) offer executive consulting to get these ideas into the hands of decision-makers within the organization.

If you deal with people - Read this book

After I read this book we invited Mr. Arussy to speak at our annual client conference. He was such an inspiration our clients purchased in excess of 200 copies of this outstanding book. We are a client service based company and have distributed this book to each of our help desk, sales and consulting associates. Many of them balked at reading a "story" but they all thanked us and gave rave reviews once completed. They were quite taken with how effective and pertinent to their positions that this story was. Mr. Arussy tells it like it is in today's client service industry. We have seen a new passion in our associates and it spills over to the client service we provide. This is a must read if you deal with people in any type of business!

This is the greatest marketing book i have ever read

By using the techniques I acquired from the book, I was able to gain much faster advancement in positions of management that allowed me to buy a new boat! Any investment of the price of a book with a return of a boat is a smart investment.This book is a must buy!

It's actually not bad...

I HATE fable format books usually. But actually, this one has some serious points that are made, and show realistic ways in which the entire company can get involved in producing a better product, and create excellent customer relationships.Among the things that a lot of companies should really consider are: showing company loyalty to your employees, and give them the authority to really solve the customers' problems. Having worked in customer service and retail for several years, I found that both of these are things that are usually missing from the typical environment a CSR encounters. Often, you'd love to help the customer out more, but you really don't have the authority to do anything, which is frustrating, both for you as a CSR, and for the customer even more.I had to mark it down a star for the fable format, which really is annoying, as are the stereotypically dense and unrealistic workers. Plus the stupid napkin diagrams of the principles expressed are really insulting. But there's a lot of good information in the 120 or so pages that really needs to be looked at by a LOT of organizations, and the CSRs working for them.As those fable books go, not too shabby!

if only

As a customer that is fed up with these so called "customer service" centers, it is nice to hear something that just might work. I have left some companies because of the wait and run around I got. A company that would actualy listen to my problems and fix them without me having to get rude would have me as a customer for a long time.