CFS recently moved locations and we had the chance to decorate our own office, so here’s my chance to show off one of my new floating bookshelves. This one holds some of the most valuable business reading we have ever encountered at CFS. Yes, I did an awful job applying the stone wall photo mural.
I recently read the following statement: “Customer service is the new marketing.” Thanks to immediate tools and information at consumers’ fingertips and social media platforms, we can no longer effectively push our marketing messages down the throats of customers. The entire customer experience is the great equalizer that will separate the good from the bad – not marketing budgets. Customer service is the most hands on part of the customer experience that you and your employees have the most control over.
While being good at responding to your customers’ needs is a necessity, without creating awesome customer service moments that exceed their expectations, your service will most likely get little notice.
The picture to the right is just a handful of books that we have read and taken to heart as part of our company culture that has fostered a customer-centric attitude at CFS to allow us to offer what we have called unparalleled customer service. There are a couple of my most recommended books missing though: The Thank You Economy by Gary Vaynerchuk, UnMarketing by Scott Stratten (both loaned out to friends) and The Book Of Business Awesome by Scott Stratten (on my Kindle).
Got any great business books that have changed the way you think about your customers? Share them in the comments below.