The Last Ten Per Cent

by T.G.C. Prasad

Of the many things that companies and people take-up, the last ten percent never gets completed resulting in a negative customer experience. But then some companies are far ahead of the curve and they have customers at the heart of whatever they do.


Sam Walton, founder of Walmart propounded that, ‘there is only boss, the customer…’. Jack Taylor of Enterprise-Rent-A-Car said, ‘Take care of your people and they they will take care of your customers’. Nestle developed products by studying customer’s cognitive patterns. Starbucks focused on ‘customer experience’. Southwest evolved a new model in the airline industry and Zappos focused on customer service to become a billion dollar company in less than ten years since inception.
So, what did these companies do differently?
They differentiated by creating customer and people-centric service excellence models, which focused on values, people processes and people development. Importantly they defined ‘service excellence’ by managing customer expectations and by delivering on the promise.

About the Author

T. G. C. Prasad the bestselling author of several management and fiction books. Besides writing, he consults and advises CEOs, HR heads and senior leaders of various companies on people strategy. He also manages TGC consulting, a human resources consulting firm that offers three core services, viz. executive search, senior management coaching and strategic people advisory to global MNCs, Indian conglomerates and PE / VC funded entrepreneurial ventures across various domains such as information technology, e-commerce, health-care, pharmaceuticals, retail, manufacturing, BFSI, media and entertainment.

280 pages, Paperback

First published November 1, 2014

Reviews

[Srilakshmi Indrasenan · Rating 4 out of 5]

The book talks more of management and consumer benefits. In this competitive world, every other person wants to become an entrepreneur, but how many can actually manage to do it? Even if they do become an entrepreneur, are they gaining blind customer trust? If not, then how should it be done? These are the points discussed in the book.

Read more:
https://iamstri.wordpress.com/2015/03...

[Jinto · Rating 5 out of 5]

The best ever management book that I have ever read. The book really tells you how to deal with your customers in a positive way and why customer service is really important. The case studies of Starbucks, Zappos, Nestle and others were totally amazing. A must read book by TGC Prasad.

[Ravikiran Jigajinni · Rating 5 out of 5]

I have become fan of TGC Prasad after reading The Last Ten Per Cent book written by him. In today's competition we do need to understand customer and not let go easily. Very well written by TGC with case studies and examples, just loved it!!!

[ALOP - A Lot of Pages · Rating 4 out of 5]

In the words of Nimue... "I liked this book and even if it was a little difficult to follow and will take me practice, i rate this book 3.5/5"

http://www.a-lotofpages.com/2015/04/t...

[Chetan · Rating 5 out of 5]

Superb book on how to take care of your customers… nicely explained by the author! Good one TGC Prasad.

[Uday Harihar · Rating 5 out of 5]

Awesome book, most recommended one.