In 'The Customer Rules', former Disney executive Lee Cockerell unveils transformative principles that can elevate any business's customer service. With engaging anecdotes and actionable strategies, he emphasizes the importance of creating a memorable experience for every customer. Cockerell's insights challenge traditional notions of service and empower employees to take charge of their impact on customers. This book is a must-read for anyone looking to distinguish themselves in a competitive market. Discover how small changes in mindset and practice can lead to extraordinary results!
By Lee Cockerell
Published: 2013
""It's not just about creating a great experience; it's about creating a culture that values every customer encounter as an opportunity to build loyalty and trust.""
The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
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“"It's not just about creating a great experience; it's about creating a culture that values every customer encounter as an opportunity to build loyalty and trust."”
The Customer Rules
By Lee Cockerell
Discover a world of knowledge through our extensive collection of book summaries.
Lee Cockerell is a seasoned author and former executive vice president of Walt Disney World Resort, renowned for his leadership insights and business acumen. He is the author of several notable works, including "Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney," which reflects his expertise in organizational leadership and employee engagement. Cockerell's writing style is direct and approachable, combining storytelling with practical advice, making his insights accessible to a wide audience. His emphasis on effective leadership and personal development has inspired many professionals across various industries.
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