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Title: Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force by Ben McConnell, Jackie Huba, Seth Godin ISBN: 0-9726852-1-9 Publisher: North & Clark Press Pub. Date: 25 September, 2003 Format: Audio CD List Price(USD): $29.95

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Average Customer Rating: 4.9 (21 reviews)

Rating: 5
Summary: Brother McConnell & Huba's Customer Service Revival
Comment: McConnell and Huba have compiled fascinating information, facts, stats and interviews with some the country's best customer service based businesses and compiled them all in one place for perusal. With ideas and motivation that can improve customer service for micro-business to mega-business, Creating Customer Evangelists shows how to bring back and implement the "corner store" feel in a global economy. From simply answering emails to purchasing millions of dollars worth of customer and employee incentives there is an idea that will work - or will spawn an idea that will work - for you.

Additionally, an interesting read for anyone interested in the development of the companies featured within the book (Krispy Kreme, Southwest Airlines, The Dallas Mavericks, Build-A-Bear Workshop, IBM, O'Reilly and Associates, and SolutionPeople).

Finally, the appendix with its condensed "how-to" questionnaire is a great resource for really examining a business's level of customer and employee service, satisfaction, and commitment.

Here is an easy-to-read marketing guide explaining how to create customer and employee satisfaction on a grand scale. That alone should justify the five stars.

Rating: 5
Summary: Best Business Book of the Year
Comment: I love this book! The information in this book is helping me more than getting my MBA. I have purchased nine copies to give to everyone I work with.
This book puts together pieces of information that we know as customers and individuals who network with many others. This book helped me realize how much I have turned to others for information for all the important decisions I have been making whether it is for a purchase, a job, a healthcare decision or a place to eat. This book is a serious compilation of research that deserves reading by everyone interested in how humans have reacted to the information age, not just marketers. Some of the book is overstated, but it is easier to digest than all the other dozen or so books in this field I have read.

Rating: 5
Summary: Read this book and fire half your sales force
Comment: Do you have a great product or service? Do your customers rave about you? Do you wish you could get more people to recommend you to their associates? Want your revenue to go through the roof without breaking the bank?

This is a great book on how to boost sales without making major investments in sales, advertising or marketing. Just develop passionate customers and make it easy for them to recommend your company to others.

The book is loaded with practical examples of companies who have built armies of fans who spread the word about their products. The strategy is unique and fresh, but not difficult. It's definitely worth a read, and should be in every marketer's personal library.

Of course, if you don't have a great product or service, you must address that issue, or you'll have a very difficult time generating customer evangelists.

Good luck.

Dan Limbach...

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