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Hug Your Customer: The Proven Way to Personalize Sales and Achieve Astounding Results (精装)
by Jack Mitchell
| Category:
Sales, Customer service, Corporate excellence, Entrepreneurship |
| Market price: ¥ 228.00
MSL price:
¥ 208.00
[ Shop incentives ]
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| Stock:
Pre-order item, lead time 3-7 weeks upon payment [ COD term does not apply to pre-order items ] |
MSL rating:
 Good for Gifts |
| MSL Pointer Review:
An excellent guide to consistently winning business by differentiating in the customer service. |
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AllReviews |
  1 2 Total 2 pages 14 items |
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Karl Miller, USA
<2006-12-22 00:00>
In an era of cookie cutter department stores, and specialty shops that require sales staff to complete "Attitude 101", it is incredibly refreshing to learn the story of Jack Mitchell, and his vastly successful enterprise Mitchells/Richards, which is the subject of Hug Your Customers. Mitchell, the second generation to run the family clothier, stresses time and time again in this history/marketing/advice tome that the key to retailing success is going the extra mile to please a customer, thereby developing loyalty (as well as increased sales).
Mitchell is not only a shrewd business, but also a great storyteller, and has mastered the art of remembering his customers - the stories he tells in this book about exceeding customer expectations through fairly simple means (creating customer profiles, involving family in business...) are lessons that anyone in business has heard ten times over, and has probably discarded for the latest marketing trend. Mitchell's simple storytelling style works great when discussing the importance of old fashioned customer service principles (selling merchandise displayed on mannequins, charting birthdays, phone calls to customers to remind them of special events...) - his business philosophy makes great (common) sense.
Mitchell's ideas of service translate extremely well into any sales environment, and this book is a great resource (and reminder) for anyone in sales, marketing, or public relations work. He is great at capturing the larger picture of the value of relationships in the sales environment - as well as valuing the sales staff.
In an era where quality customer service seems to be a forgotten skill, its great to read of someone who has had great success because he practices the very simple rules of successful sales - know your customer - greet them and treat them with respect - go to the extra mile to satisfy their needs. Unfortunately, we have come to expect less of salespeople these days because such simple courtesies are rarely extended in today's retailing marketplace. I found a number of strategies laid out by Mitchell to be great starting points for customer interaction in my own work, and that is the best recommendation a reader can give a book of this type. |
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An American reader, USA
<2006-12-22 00:00>
I have read over 50 books on Customer Service. This is by far the best of all of them. It goes into great detail on what things you need to do, not just the fact that you need to do them. I have sent them two emails, and they responded in less than a day-That's better than 90% of the companies out there...If you are going to read a book this year, this should be the one. It is inspirational and motivational for anyone dealing with the public, even Governmental agencies could learn a thing or two, or three or... |
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An American reader, USA
<2006-12-22 00:00>
Highly recommend to any businessperson as a "how-to" guide to differentiating yourself through service and overall attention to the customer. Much of what is written here seems like common sense (the Golden Rule: "Do unto others...") yet is rarely practiced by businesses. Although the book may be somewhat redundant (the reason I gave it 4 starts rather than 5), this weakness is offset by the fact that it remains a quick read, largely due to the numerous great anecdotes illustrating Mitchell's business principles. I will have all my employees read it and intend to make it one of the books that I try to re-read annually. |
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An American reader, USA
<2006-12-22 00:00>
I've always been irked by rude customer transactions and the apathetic, useless people that facilitate in the transaction. Why is bad service the new norm and why are we all fine with that? Jack Mitchell added "hug" to my vocabulary. This book has helped me to identify the obvious "hug less" transactions, but more importantly, he helped me to identify the "hugging" ones, so I can reward them with my patronage and loyalty. I give this book as a gift to my fashion and garment industry friends as "hugs". This book should be mandatory reading for all consumers. Customer service people, all sales people, all managers, all new hires, all employees in every company should read this book. If read, this book may very well reduce malevolent business practices and unpleasant consumer transactions and could make "hugs" contagious. This book has opened my eyes for it made me appreciate every good transaction and even the bad ones, for relativity. |
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1 2 Total 2 pages 14 items |
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