Hardcover

ISBN 10: 0071592784 ISBN 13: 9780071592789

Publisher: McGraw-Hill Education, 2008

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.

From the Back Cover:

Executive Praise for

How You Do...What You Do

“How You Do. . .What You Do is a great read with immediate application! Bob's extensive experience validates how service wins in today's marketplace.”-Duncan Mac Naughton, Executive Vice President, SUPERVALU

“How You Do. . .What You Do showcases the full range of skills, strategies, and commitments that are required to become a top performing service organization. It is an inspirational book.”-John J. Lewis, President & CEO North America , The Nielsen Company

“I have experienced first hand the insights and reflections Bob has captured in How You Do. . .What You Do. If you will allow just a measure of Bob's passion and knowledge to impact your life you will be on your way to providing service clients truly appreciate.”-John Thompson COO, CROSSMARK

“How You Do. . .What You Do's messages are grounded in the reality of business. Anybody who wants to understand the competitive advantages that come from a service mentality must read this book.”-Art Drogue, Senior Vice President Customer Development, Unilever USA

“Bob Livingston provides a simple method for implementing world class service that will grow any business. Read this book and you will return your investment a thousand fold.”-Steve Schmidt, CEO, Office Depot Business Solutions

About the Author:

Bob Livingston is CEO of REL Communications, a consulting group specializing in company, team, and personal transformations. In writing this book, Bob has drawn upon his personal experiences, insightful observations, and esteemed career as a senior sales executive with Unilever and a respected consultant to the consumer products industry.