How You Do... What You Do: Create Service Excellence That Wins Clients for Life

By Bob Livingston

Between the challenges of escalating competition, well-informed clients, and dismal customer service, today's marketplace is becoming more and more crowded. The result is that your clients have more influence and choices than ever before. If you or your organization do not consistently satisfy and surpass their expectations, your clients will take their buying power elsewhere. It's that simple. But by establishing service excellence as your top strategic and cultural priority, you will foster the strong relationships needed to win--and retain--loyal clients.

In this breakthrough book, customer service expert Bob Livingston gives you practical tools for transforming your approach to serving clients by strengthening how you do what you do. Whether you're a business leader, a client service executive, a sales manager, or an individual, you can differentiate yourself from competition by adopting Livingston's simple yet proven roadmap for achieving Service Excellence.

In "How You Do . . . What You Do," Livingston imparts a clear, step-by-step blueprint for transforming your culture, attitudes, and behaviors by illustrating how to: Develop and live your Purpose and Values Understand your clients' "soft" needs, and create plans to satisfy them Seek continuous improvement by stimulating creativity and innovation Keep your service-oriented culture growing Create a passion for Service Excellence

Livingston draws upon a lifetime of experience in which he has achieved measurable success helping many companies shape their service cultures--most notably CROSSMARK, an international consumer products sales and marketing agency, whose remarkable transformation stands out as one of the strongest proof statements for this methodology. Throughout, Livingston benchmarks other great companies renowned for their service excellence, including Accenture, Henry & Horne, ECRM, The Nielsen Company, TBWA\Worldwide, Four Seasons, and many others.

Properly executed, this compelling and inspirational approach to service virtually guarantees the client loyalty that will set you apart from competition, and distinguish you by "How You Do . . . What You Do.""


NEWS & OPINION: ** June's Top 10 International Bestsellers **

Posted July 3, 2008, 2:17 PM with category of Management & Workplace Culture
You guessed it! It's that time again to find out what everyone is reading outside of the United States! We had quite a busy month internationally, and here's just a smattering of what was popular: India Mass Career Customization Cathleen Benko and Ann Weisberg Spain Rules to Break and Laws to Follow Don Peppers and Martha Rogers, Ph. Read more

NEWS & OPINION: Article from Bob Livingston, author of How you do...What you do

Posted May 16, 2008, 4:39 PM with category of Management & Workplace Culture
Thanks to Bob Livingston for offering this article to post on our blog. How Others Serve Internally By Bob Livingston author of How You Do. . Read more


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ISBN: 9780071592789

About the Hardcover

Publisher McGraw-Hill
Publish date 05/30/2008
Pages 296
ISBN-13 9780071592789
ISBN-10 0071592784
Language English