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Book Description

ISBN-0471716758

In today’s hyper-competitive economy, customer service is how you separate yourself from the pack.

But many business leaders don’t truly understand what great customer service is.

Great customer service doesn’t just happen at the point of sale, and it doesn’t end when the warranty expires.

It requires an organization-wide dedication to giving customers what they want, what they need, and what they value.

That kind of customer service starts at the top—with great leadership.

Combining the team-building strategies of sports franchises with the principles of Servant-Leadership, It’s All About Service shows business leaders how to build an organization singularly dedicated to customer care—and reap the benefits of long-term customer loyalty.

Bringing these powerful forces together, author Ray Pelletier offers a comprehensive plan that leaders can use to make customer service the heart, soul, and profit center of their business.

Based on his in-depth, ten-year study of 300 companies, and more than thirty sports teams, Pelletier discovered what makes great customer service companies and great teams so successful: great leadership.

You might not think that Servant-Leadership traits—such as vision, character, belief, ethics, collaboration, and enthusiasm—have anything to do with customer service. But when leaders display those traits, they inspire them in their people. As a result, those people take better care of customers.

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Book Description

ISBN-0470139099

The subject of price fairness is one that affects us all, whether we’re consumers or merchants.

And while concerns about fair pricing are constantly being voiced, this topic has not been explored as thoroughly as you might think.

Author Sarah Maxwell is a pioneer in the field of fair pricing. Throughout her career, she has seen how pricing practices—across a variety of different areas, from mobile phones and airline tickets to prescription drugs and gasoline—impact our everyday lives.

Now, with The Price Is Wrong, Maxwell shares her deepest insights on this issue and examines both the psychological and sociological basis of fair pricing.

Written in a straightforward and accessible style, this book puts fair pricing into perspective by integrating the author’s own research with examples of right and wrong pricing, reports from reliable resources, and the contributions of those who have experienced the true cost of unfair pricing firsthand.

Divided into three comprehensive parts, The Price Is Wrong opens with a brief background discussion of this important issue. It quickly moves on to outline a model that explains how personal and social fairness can lead to escalating emotions within consumers.

Each element of this model is skillfully illustrated, so you’ll become familiar with how judgments of price fairness can increase consumer trust, as well as destroy it—if sellers decide to abuse their power. In the final section, Maxwell reveals how you can effectively apply this model to real-world situations of price fairness such as tipping, negotiations, price discrimination, taxes, and much more.