Likeable Business

Likeable Business

I read this book as the monthly selection for the 12 Books book club group.

How dare you settle for less when the world had made it so easy for you to be remarkable? – Seth Godin

As the author, Dave Kerpen, states in the book, there is not really anything all that new in the 11 principles in the book. What he does do is present them in an engaging and entertaining way so the material does not come across as “I’ve read about this in other books.”

As he states in the Introduction: “ It used to be that a customer shared a bad experience with a company privately, through a comment card. Now it’s shared publicly on FacebookTwitter or YouTube.

The eleven principles are:

  1. Listening
  2. Storytelling
  3. Authenticity
  4. Transparency
  5. Team Playing
  6. Responsiveness
  7. Adaptability
  8. Passion
  9. Surprise and Delight
  10. Simplicity
  11. Gratefulness

What I enjoyed most about this book was that the author was able to bring in examples of success and challenges from his own business along with examples from other companies. So often with these types of books, the author presents stories or examples from other businesses, but never personalizes it.

He also presents a series of other books for the readers consideration in the appendix categorized by each of the eleven principles.

I recommend this book for those who are looking for an entertaining read on what it takes to have outstanding customer service.


About caseywheeler

My interests include: Model trains, Reading, Genealogy, New York Yankees and helping organizations be successful.
This entry was posted in B2B, B2C, Business Strategy, Ecommerce, Leadership, Sales and tagged , , , , . Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s