Jeanne Bliss, who served as a senior customer executive at five major companies, says thereâs no shortcut to becoming belovedâyou canât hire a fancy marketing firm to get there. You earn it by how you decide to run your businessâas Wegmanâs and Harley-Davidson have for decades and as relatively new companies like Zipcar and Zappos are doing right now.
After studying and working with dozens of beloved companies, Bliss has identified five key decisions that lead to customer devotion:
â¢ Decide to believe
â¢ Decide with clarity of purpose
â¢ Decide to be real
â¢ Decide to be there
â¢ Decide to say âsorryâ
Her examples and advice will help readers sustain growth and profit even in a tough economy.
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