"I Love You More Than My Dog"

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Hundreds of businesses have customers who admire them, but only an elite few have true advocatesa€” passionate, loyal, vocal fansa€”who rave about them to anyone who will listen. Jeanne Bliss, who served as a senior customer executive at five major companies, says therea€™s no shortcut to becoming beloveda€”you cana€™t hire a fancy marketing firm to get there. You earn it by how you decide to run your businessa€”as Wegmana€™s and Harley-Davidson have for decades and as relatively new companies like Zipcar and Zappos are doing right now. After studying and working with dozens of beloved companies, Bliss has identified five key decisions that lead to customer devotion: a€c Decide to believe a€c Decide with clarity of purpose a€c Decide to be real a€c Decide to be there a€c Decide to say a€œsorrya€ Her examples and advice will help readers sustain growth and profit even in a tough economy.... Steve Jobs extended an apology and a $100 store credit toward the purchase of any product at an Apple store or the Apple Online Store. ... Robert Wright, in his book, Nonzero: The Logic of Human Destiny, explains that we would all be better served by looking at solutions from a ... The manner in which these companies decide to acknowledge and repair the mistake is done in a non-zero-sum manner .

Title:"I Love You More Than My Dog"
Author: Jeanne Bliss
Publisher:Penguin - 2009-10-15

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