Wednesday, August 21, 2013
Book Review - The 9 ½ Principles of Innovative Service
About the Book
The 9 ½ Principles of Innovative Service is your instruction manual and inspirational guide to making service an experience that causes your customers to swoon, smile, and sing your praises! It is your spark plug for bringing energy and igniting your customers’ experiences. It is built around 9½ principles to guide your practice—think of them as lenses crafted to reveal special strategies and techniques you can use to become the subject of glowing remarks! And what’s a half of a principle? You’ll have to wait and find out. Remember, this book is all about the unexpected!
About the Author
Chip R. Bell is a senior partner with the Chip Bell Group and has worked as consultant, trainer, and speaker to a number of major organizations. As a highly decorated infantry unit commander with the elite 82nd Airborne during the Vietnam war, Chip went on to join the faculty of the Instructional Methods Division of the Army Infantry School, and served as an adjunct instructor at Cornell University, Manchester University (UK), and Penn State University. Chip is the author or co-author of nineteen books, many of them national best-sellers. Some of his previous books include Wired and Dangerous (with John Patterson and a winner of a 2011 Axiom Award as well as a 2012 Independent Publishers IPPY Award), Take Their Breath Away (also with John Patterson), Managers as Mentors (with Marshall Goldsmith) Magnetic Service (with Bilijack Bell and winner of the 2001 Benjamin Franklin Award), Managing Knock Your Socks Off Service (with Ron Zemke), Service Magic (also with Ron Zemke) and Customers as Partners. He has appeared live on CNBC, CNN, Fox Business Network and ABC and his work has been featured in Fortune, Business Week, Forbes, The Wall Street Journal, USA Today, Inc. Magazine and Fast Company.
My Take on the Book
No matter what industry you are in serving your customers is of utmost importance and the companies that serve this with grace and surprise are the ones that truly move from mediocre to great. This book brings forth some amazing ideas that can help any company from any industry to create instances to make their service even better. The book is written in a way that was easy to understand and comes with ideas that are practical to implement. I loved the concepts and the names that the author gives to these ideas and I for one am looking forward to trying some of these in my own workplace. If you are looking to transform your service delivery, this book will definitely give you some great ideas to implement for yourself!
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