23 Jul, 2010
Delivering Happiness by Tony Hsieh
Tony chronicles his journey of getting Zappos to a billion dollars in retail sales while creating the brand to mean extreme customer service. He’s candid about making many mistakes along the way. Through it, he found that making customers (and employees) happy was the way for him to take the company to new heights.
I talk with Tony about critical decisions, the reasoning behind allowing customer service an open mic on Twitter, and more.
More about the book at DeliveringHappinessBook.com. And if you happen to need a pair of shoes, how about Zappos?
7 Jul, 2010
The Referral Engine by John Jantsch
Getting a referral is one big huge complement for your business and we want them. Although rather than just wanting it, we have to go after it by making the business referable. A rote transaction, while better than a nightmare, won’t go far in having others talk about and recommend you to others. You’ve got to give them something to talk about. John writes about how to do that, and then how to harness your customers to refer business to you.
I talk with John about discovering who is likely to refer, local vs. online networking, how the book is divided up and more.
John is at DuctTapeMarketing.com. More about the book at ReferralEngineBook.com
