Brain Trust Members and frequent guests of The Small Business Advocate Show John Patterson and Chip Bell explains why sometimes the customer does know best.
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John Patterson 
John R. Patterson is founder and President of Progressive Insights a member of the Chip Bell Group. He is co-author of Customer Loyalty Guaranteed, and he has over 20 years of executive leadership experience in the hospitality, business services, real estate and financial services industries.
Category: Customer Care
Web Sites:
www.johnrpatterson.com
www.johnrpatterson.com
Interviews with John Patterson»See all
John Patterson joins Jim Blasingame to reveal the steps you have to take in hiring and training to guarantee delivery of an excellent customer experience.
John Patterson joins Jim Blasingame to talk about why every small business should be providing a guaranteed warranty of excellent customer experience for life.
John Patterson joins Jim Blasingame to talk about why establishing a high level of trust with customers is not just the right thing to do, it’s a profit generating best practice.
Articles by John Patterson»See all
Brain Trust members John Patterson and Chip Bell how the recent recession forever changed how customers interacted with businesses.
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Books by John Patterson
In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain – they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a company’s customer service doesn’t adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation.
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A powerful and inventive guide to creating irrationally loyal customers There are a mountain of books about customer service, but very few as provocative and innovative as Take Their Breath Away. This practical book shows how to create and implement cutting-edge, inspiring concepts that raise the bar for the customer experience and help make the customer the central focus of the organization. This ingenious, real-world guide explores a variety of exciting, creative customer experience ideas using examples from remarkable customer-centric organizations. The key to a successful enterprise is value-added service, but the secret to great customer service is surprising customers with a value-unique experience. Take Their Breath Away provides ideas and insights for all who want to create a stunning, mind-blowing customer experience. This is not about "wow;" it's about "whoa!"
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Amid a wealth of products and services, customers hear one message again and again: "Your business isn't that important." How do companies send that message? By giving customers boring and uninspired service. An organization's commercial success is incumbent upon making customers feel valued. Customer Loyalty Guaranteed shows companies how to awaken the "spirit to serve" in every employee with: Seven customer service personalities that build unbreakable customer loyalty, Leadership practices your organization must embrace to be a service superstar, and Ideas for maintaining remarkable service to retain customers over the long-term. Customer service gurus Chip R. Bell and John R. Patterson provide fresh ways to infuse your company with the passion that customers will connect to.
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