Bogus...
This book's title suggests that its about winning "NEW" customers. However, more than half the book is about maintaining relationships with existing customers and how to "win" back lost customers. Review the table of contents by clicking on "Look Inside This Book." Only 1/3 of the book (30-45 pages, tops) is about winning "New" customers. Even the material actually devoted to new customer acquisition is remedial. I suspect that the other reviewers are friends of the author. Overall grade: F-.
Straight forward common sense ideas...easy to implement
This book is a very easy read...easily read in one setting, but it has some very powerful ideas that are sometimes forgotten.I especially liked his "POE", your company's points of encounter...are you giving the very best service that you can in every aspect of your business that touches your customers? If you're not what areas can you improve in? I think this book is a great stepping stone to more brainstorming to help you get new customers, as well as techniques to start implementing.
Two hours of reading=Successful ideas!
This book took me a quick two hours to read, but had many useful ideas and techniques. There were a lot of commonsense approaches to customer service, but this book but it black and white and very concise.This is definitely a book to buy if you can spare two hours to have a bounty of customer service techniques. Five Stars!
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