By Jim Buchanan
Balboa Press, $12.99, 93 pages
In Winning Customer Love Jim Buchanan insists that focusing on the customer and the employee is a winning combination. Businesses and brands succeed when they are focused on the tenets of: beauty, generosity, empathy, gratitude and everlasting. Buchanan shares countless examples of organizations that focus on these five key ingredients and are therefore successful. For example, for beauty the business must concentrate on sights, sounds, smells and of course, have a great product and service. Generosity includes making sure the customer gets great value for their money. Gratitude encompasses being grateful for each and every customer while empathy understands that customers should be satisfied every single time. Finally, everlasting means business improvement needs to happen all the time with consistency rather than be a one-time event. The subsequent five chapters explore each tenet with more details and numerous corporate examples. Each chapter ends with a thought provoking list/questions called “Things to Consider.”
Although there is no startling new information in this little book, there is a vast number of examples to help spur ideas that can be used in any business. This reviewer appreciated the call to action with the list of questions at the end of each chapter. This is a straight forward, useful book that is definitely worth the read.
Reviewed by Seniye Groff