{"id":2527,"date":"2010-11-01T07:48:31","date_gmt":"2010-11-01T11:48:31","guid":{"rendered":"https:\/\/meganstrange.com\/?p=2527"},"modified":"2010-11-01T07:48:31","modified_gmt":"2010-11-01T11:48:31","slug":"book-review-how-to-design-a-great-customer-experience","status":"publish","type":"post","link":"https:\/\/meganstrange.com\/?p=2527","title":{"rendered":"Book Review: How to Design a Great Customer Experience"},"content":{"rendered":"

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How do you define great customer service? \u00a0Chances are good that it is easier to describe situations where you have received less than great customer service. \u00a0That is a bit of a quandry for those that are dedicated to a culture of good customer service.<\/p>\n

The other day on Amazon, I picked up a free copy of the leadership book <\/em>How to Design a Great Customer Experience<\/em><\/a> by Fred Wiersema<\/a>. \u00a0I don’t really know much about Wiersema outside of his bio that says he is a business strategist and works with lots of companies to help them refine their customer service efforts. \u00a0However, I do think a lot of what he has to say in his book rings true, so I thought I’d share his thoughts with you.<\/p>\n

I am privileged to serve as the high school principal at North Cobb Christian School<\/a>. \u00a0In a private Christian school, we have a lot of different dynamics taking place because we are both a school and a business and neither are mutually-exclusive. \u00a0For instance, our families (customers) typically choose to return to our school year after year because of the great experiences they have had with our faculty and staff. \u00a0However, there are those isolated situations where people have not had the best “customer” experience and it has taken a good bit of effort to repair that relationship and restore that sense of belonging to our community.<\/p>\n

I read this book with the hope of picking up a few thoughts to share with our staff as we daily run hard after Christ and his challenge to us to serve others. \u00a0Our theme verse for this year is 1 Corinthians 11:1, “Follow my example as I follow the example of Christ.”<\/p>\n

Please see the list below of thoughts that I highlighted while reading How to Design a Great Customer Experience<\/a>. \u00a0I picked up up while Amazon was offering it for free on Kindle. \u00a0This week I think the cost is something closer to $3, but still definitely worth a quick read.<\/p>\n