C. Britt Beemer and Robert L. Shook’s The Customer Rules presents the argument that the world’s most successful companies are those with an unwavering commitment to customer satisfaction. According to a study conducted by America’s Research Group (ARG), 40 percent of employees feel their job has little or nothing to do with a customer. Successful companies, however, make it clear that customer satisfaction is everyone’s job. One way to do this is to make customer satisfaction part of all employees’ job description. Unless the concept is clearly spelled out, most employees will assume that serving the customer is the job of sales and marketing.
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