Customers for Life by Carl Sewell

Customers for Life by Carl Sewell

In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking "Ten Commandments of Customer Service" apply to today's world.

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.

Andrea Andy Coville is CEO of Brodeur Partners, one of the world's top mid-sized communications agencies. In a quest to bring more science and sensory-based insight to the creative process, she developed and refined the concept of relevance, a strategic platform for helping organizations and their brands go beyond the buzz and link communications to behavioral change.

For 30 years, she has executed high-performing relevance campaigns for organizations in the business-to-business, consumer products, and healthcare markets. Her agency's extensive client roster has included the American Cancer Society, IBM, Mastercard, Corning, Philips, BlackBerry, Bio, Vertex, 3M, Dartmouth College, Fidelity Investments, Hankook Tire, and AMOREPACIFIC. After joining Brodeur in 1986 and becoming CEO in 1999, Andy diversified Brodeur Partners from a public relations firm specializing in technology to a multidisciplinary communications agency focusing on full-service communications, digital strategies, social change, and business consulting. During that process, she oversaw the acquisition of companies that expanded the agency's portfolio in diversity and inclusion, social purpose, digital and video, paid social, and branding.

Andy has a bachelor's degree in journalism and English literature from the University of New Hampshire. She is married to John Brodeur (co-founder of Brodeur Partners), is a mother of four, and has a passion for nonprofits and social issues that advance the well-being of children. She serves on several nonprofit boards and is an avid running and outdoor sports enthusiast.

A long-time contributor to The New York Times, Paul B. Brown is a best-selling author who has written and co-written numerous best-sellers, including Customers for Life (with Carl Sewell).

A former writer and editor for Business Week, Financial World, Forbes and Inc., Paul is a graduate of Rutgers College and Rutgers University Law School and a member of both the New Jersey and Massachusetts bar, but he asked that you don't hold that against him.

SKU	Unavailable
ISBN 13	9780385504454
ISBN 10	0385504454
Title	Customers for Life
Author	Carl Sewell
Condition	Unavailable
Binding Type	Paperback
Publisher	Bantam Doubleday Dell Publishing Group Inc
Year published	2002-11-19
Number of pages	240
Cover note	Book picture is for illustrative purposes only, actual binding, cover or edition may vary.