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"I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad
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"I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad

3.74  ·  Rating Details ·  90 Ratings  ·  15 Reviews
Hundreds of businesses have customers who admire them, but only an elite few have true advocates— passionate, loyal, vocal fans—who rave about them to anyone who will listen.

Jeanne Bliss, who served as a senior customer executive at five major companies, says there’s no shortcut to becoming beloved—you can’t hire a fancy marketing firm to get there. You earn it by how you
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Hardcover, 256 pages
Published October 15th 2009 by Portfolio (first published 2009)
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Erik Johannessen
I wanted to like I Love You More Than My Dog, I really did. I love the premise of the book, and I think that Jeanne Bliss has some very good ideas about how to orient a company towards customer satisfaction, earning their love and loyalty along the way. However, actually reading this book left me rather disappointed.

First, the good. Jeanne's message about how decisions company make reveal what and how they think about their customers is a powerful one, and she gives plenty of examples of how tho
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Omar Halabieh
Dec 14, 2013 Omar Halabieh rated it really liked it
Below are key excerpts summarizing the main concepts advanced by the book:

1- "Your decisions reveal who you are and what you value...When you make a decision, it results in an action. And the accumulation of those decisions and actions become how people describe you and think of you. It becomes your "story.''"

2- "The Five Decisions Made by Beloved Companies: DECISION 1: Beloved Companies Decide to Believe. DECISION 2: Beloved Companies Decide with Clarity of Purpose. DECISION 3: Beloved Companie
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Lauren Head
Mar 13, 2015 Lauren Head rated it really liked it
I reported in my BetterBookClub.com report for cj Advertising that anyone who is in a client-facing job position can really learn from this book.Rather it is a Sales Clerk to a Brand Manager to PR and Social Media Mangers. I would also recommend this book for anyone who is wanting to start their own business-rather it be a full-time venture or a small job on the side because without customers, without customers no business will succeed.

I enjoyed this book from a business stand point, but I also
...more
Camille
Jul 24, 2016 Camille rated it liked it
Shelves: business-reads
As others have mentioned this book is less of a how-to and more a series of brief case studies on what others have done. That said, if you read it with your current processes in mind, you can start to look at places where your approach might be more fine-tuned or personalized. I am responsible for Customer Success at a small startup (read more from me here - https://medium.com/@kavbojka) and am acutely aware of how important interactions with our support desk are for customer retention and overa ...more
Suzanne
Jun 01, 2016 Suzanne rated it really liked it
Good, concise case studies of how "great" customer service looks across different business models. The intros to each chapter could feel a little preachy, but the book is laid out to be a discussion tool with the final chapter summarizing the challenge questions from the rest of the book, and so the pulpit-style messages leading into the case studies wasn't a huge surprise. Overall it posed some thought-provoking questions and would be a great tool to help any business examine how they approach ...more
Andrea
Dec 12, 2010 Andrea rated it really liked it
Shelves: 2010
I really liked this book because it showed great customer services driven responses to increasing loyalty of both employees and customers. Reading detailed plans of how iconic companies like Trader Joe's and The Container Store have made their businesses thrive through good decisions that prove customers are the main concern of the business. I would recommend his book to anyone who wants to make a greater impact in their organizations and believes that this only will be achieved when they learn ...more
Sheri Trapp-Cordova
Jun 12, 2016 Sheri Trapp-Cordova rated it it was amazing
Shelves: general-business
I rated this book highly because I think it lends itself well to starting conversations within the workplace / organization. The format is easy to read. The questions she asks organizations to think about are challenging. Do business' really put their customers first? Good stories and great for discussion.
Elisha (lishie)
Feb 19, 2010 Elisha (lishie) rated it it was amazing
It all seems to come down to the Golden Rule, "Do onto others as you'd have done unto you." And I think all companies should read this book. It's a refreshing view on how to keep customers. Loyalty is earned!
Sarah
Mar 17, 2014 Sarah rated it liked it
I picked the book from the library only because the cover and the name sounded funny. And I thought "Why not?" Turned out to be a good read. I enjoyed reading the examples; they supported the idea quite well!
Kerrilee
Apr 28, 2011 Kerrilee rated it really liked it  ·  review of another edition
Great customer service book for managers and employees alike. Just reminds you what really good customer service looks like and has some really creative ideas.
Geoff Souser
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Viramunindra
Apr 25, 2012 Viramunindra rated it really liked it
I was never interested in Customer Relationship before I read this book. Insightful, really.
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