Between the challenges of escalating competition, well-informed clients, and dismal
customer service, today's marketplace is becoming more and more crowded. The result
is that your clients have more influence and choices than ever before. If you or your
organization do not consistently satisfy and surpass their expectations, your clients
will take their buying power elsewhere. It's that simple. But by establishing service
excellence as your top strategic and cultural priority, you will foster the strong
relationships needed to win--and retain--loyal clients.
In this breakthrough book, customer service expert Bob Livingston gives you practical
tools for transforming your approach to serving clients by strengthening .how you do
what you do.. Whether you're a business leader, a client service executive, a sales
manager, or an individual, you can differentiate yourself from competition by adopting
Livingston's simple yet proven roadmap for achieving Service Excellence.
In How You Do . . . What You Do, Livingston imparts a clear, step-by-step blueprint
for transforming your culture, attitudes, and behaviors by illustrating how to:
Develop and live your Purpose and Values
Understand your clients' soft needs, and create plans to satisfy them
Seek continuous improvement by stimulating creativity and innovation
Keep your service-oriented culture growing
Create a passion for Service Excellence
Livingston draws upon a lifetime of experience in which he has achieved measurable
success helping many companies shape their service cultures--most notably CROSSMARK,
an international consumer products sales and marketing agency, whose remarkable
transformation stands out as one of the strongest proof statements for this methodology.
Throughout, Livingston benchmarks other great companies renowned for their service
excellence, including Accenture, Henry & Horne, ECRM, The Nielsen Company, TBWA\Worldwide,
Four Seasons, and many others.
Properly executed, this compelling and inspirational approach to service virtually
guarantees the client loyalty that will set you apart from competition, and distinguish
you by How You Do . . . What You Do.
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