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2.0 Service Included: the book that can change your life

Service Included 2.0 -the-book released today, 25 years to the day after the release of "Service Included", which sold half a million copies. The new book of Philip Bloch is available in paper format, pursuant to smartphone, on subscription via email, e-book (go to the website dedicated ): a way of being at the forefront of publishing For this new edition.
Philippe Bloch, who just answered the questionnaire of the sense of client (read his interview here ), we proposed a quarter century after the release of his first book, a new book on customer service.
In the manner of the book teeming with Tom Peters "The Little Big Things " or a book iconoclastic Seth Godin, Philippe Bloch shares his personal vision of service that companies should set aside in reserve or customer.
Nine Chapters, 360 ideas.
Far from opus theoretical, esoteric and complex and curvaceous spreadsheets, Philippe Bloch brings "360 ideas for improving the quality of service to the Internet age" .
His ideas are combined into 9 chapters: Background, Strategy, Values, Differentiation, Newtech, Consulting, Recruitment, Management and Exemplary.
is this last part that I personally enjoyed (judging by the number of post-it stuck to the pages of my copy), because for me the biggest benefit that an experienced man like Philip Bloch can offer the reader. The lead, inspire colleagues, to bring the values: as when he suggests business leaders to be addressed customer complaints, or view a boomerang in his office to serve as resources to retain Customers are more important than those assigned to recruiting (quoting the passage the book "Crowning The Customer ). As part of what I call a big trend for years to come (in my post "employees first" ), he campaigned for the respect of teams in contact with the customer and also for the fact to the Expression of the customer to the agenda of all meetings of management by example.
In his book, Philip Bloch alternates sensible recommendations and examples from Japan and he loves the United States (where it resides). He will be happy to learn that his recommendation on the organization of queues inspired by the United States (in a single line to better manage the customer) who are interested in Carrefour is testing in Spain and soon in France.
The author does not fail to mention two of my two favorite companies: Zappos the U.S. and Leroy Merlin the French several times in his book.
In this collection of examples, anecdotes and quotes that Philip Bloch excels. the "fish philosophy" describing the mood that prevails on the fish market in the city of Seattle (see the book Fish - A remarkable approach to optimize the development work at all by taking taste-), to open days and Augustin Michel in France, through the kind of tasty quotes "a sweeping staircase is always from the top step" , Customer Service 2.0, you offers panorama illustrated customer service that reads with relish. You want to send some pages to friends or to support their efforts, either to remind them that certain behaviors are now standard they would do well to adopt.
In good marketer, Philippe Bloch also takes a step back to give us reasoned reflections like "All your clients do not deserve necessarily the same attention "and" One does not become low cost. "It also addresses all aspects of customer-oriented management with many tips.
Win a copy
At the risk of losing my reputation as a blogger to appear objective and naive, I add the blog sense of client is quoted in the Council # 156 "identify the best websites to help you think".
I also love the recognition, and I'm just proud to find my generation in this book, 25 years after reading the previous one. In 1986 the book had changed my life, I hope that will change 2.0 Service Included those readers who have twenty years now and who intend to wonderful art of customer relations.
Ironically I did not know Philip Bloch before publication of this book and we met a few weeks ago. You will appreciate the gift he provided to readers of this blog: a copy of the book will be offered the six players who will testify u No comment (not anonymous) on this ticket and we will tell a great story of customer service .
Tell us a story that unusual you witnessed, from the smallest attention to you or that you have reserved implementation yourself.
Philippe and I denote the top six stories on March 3.

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ticket written by Thierry Spencer's sense of client, the blog of professional customer relationship marketing and customer .

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