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.
Showing 8 of 29 similar books
Alex Lieberman is the co-founder and executive chairman of Morning Brew, a media company that delivers engaging business news. Under his leadership, Morning Brew has grown to reach millions of subscribers, becoming a significant player in modern business journalism. Lieberman is also known for his insightful commentary on entrepreneurship and media trends. His work has significantly influenced the way business news is consumed by younger audiences. Beyond Morning Brew, Lieberman frequently writes and speaks about the intersection of media and technology, further cementing his role as a thought leader in the industry.
Jan Losert is a visionary author and digital design expert, renowned for his contributions to the intersection of technology and creativity. His most significant work includes co-authoring "Design Systems Handbook," which has become a seminal guide for creating cohesive and efficient design frameworks. Losert's expertise extends to his role as a speaker and educator, where he passionately shares his insights on user experience and interface design. In addition to his literary achievements, he co-founded several successful startups, leveraging his deep understanding of design to drive innovation. His work continues to influence and inspire both emerging and established designers worldwide.
Tom Peters is an American business management expert, author, and speaker, known for his groundbreaking work in the field of management and leadership. His book In Search of Excellence, co-authored with Robert Waterman, is widely considered one of the most influential business books of all time, highlighting the importance of innovation, customer service, and employee engagement in achieving business success. Peters is a fierce advocate for the human side of management, arguing that great businesses are built on strong relationships, a commitment to excellence, and a culture of innovation. He has written numerous books on leadership, management, and excellence, and his ideas have shaped the way many companies approach their business strategies. Peters is also a dynamic speaker, known for his energetic and provocative presentations that challenge conventional business thinking. His influence on modern management practices is profound, and he continues to be a leading voice in the business world, advocating for bold, human-centered leadership.
David Cancel is a prominent entrepreneur and author best known for his influential work in the tech and startup communities. As the CEO and co-founder of Drift, a leading conversational marketing platform, he has revolutionized how businesses engage with their customers online. Cancel has also authored insightful books such as "Hypergrowth," which offers valuable strategies for scaling startups rapidly. His contributions extend beyond literature as he frequently shares his expertise through speaking engagements and his popular podcast, "Seeking Wisdom." David Cancel's innovative ideas and practical advice continue to inspire and guide entrepreneurs worldwide.
Austin Rief is a prominent entrepreneur and writer, best known as the co-founder and COO of Morning Brew, a leading business newsletter that simplifies news for modern professionals. Under his leadership, Morning Brew grew its subscriber base to millions, becoming a staple in the daily routines of business enthusiasts. Rief's innovative approach to media and content delivery has earned him recognition in the entrepreneurial community. He frequently shares insights on business growth and digital media through various platforms. His contributions have significantly influenced how business news is consumed by younger audiences.
Aaron Rodgers is a renowned American football quarterback, widely recognized for his exceptional career with the Green Bay Packers in the NFL. Although his primary acclaim comes from sports, Rodgers has contributed to literature through insightful writings and interviews that offer a deep dive into the mindset of a professional athlete. His thoughtful perspectives on leadership, teamwork, and personal growth have resonated with readers beyond the sports community. Rodgers’ contributions have been featured in various sports and lifestyle publications, adding a unique voice to the literary world. His ability to articulate the nuances of his experiences has made him a respected figure in both athletic and literary circles.
David Kadavy is an author, podcast host, and creativity expert, best known for his books The Heart to Start and Design for Hackers, where he explores the intersection of creativity, productivity, and design. Kadavy's work focuses on helping creators overcome procrastination, build meaningful habits, and find motivation to pursue their creative projects. He is also the host of the Love Your Work podcast, where he interviews high-performing individuals across various fields about their creative processes and productivity techniques. Kadavy’s insights stem from his own experiences as a designer and entrepreneur, offering practical advice on how to break through mental blocks and create with intention. His work emphasizes the importance of self-discipline, creativity, and a minimalist approach to both design and life. Kadavy’s books and podcast have garnered a global audience, positioning him as a thought leader in the realms of personal development and creative success.
Hugh Jackman, better known for his illustrious acting career, has made significant contributions to literature through his co-authorship of the popular children's book series, "The School of Life." Born in Sydney, Australia, Jackman has seamlessly transitioned from stage and screen to the literary world, captivating young readers with his imaginative storytelling. His work in literature reflects his versatility and dedication to inspiring and educating children. Alongside his wife, Deborra-Lee Furness, Jackman has also been involved in various philanthropic efforts, promoting literacy and education globally. Despite his Hollywood fame, Jackman's contributions to literature highlight his commitment to nurturing young minds.
Showing 8 of 16 related collections
“"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.
Key information about the book.
Buy on Amazon
Buy via BookShopSupport local bookstores: BookShop gives a portion of each sale to independent bookshops!
In "The Thank You Economy," Gary Vaynerchuk explores the transformative power of gratitude in the age of social media. He argues that businesses thriving today are those that prioritize genuine connections and heartfelt appreciation for their customers. Through vivid anecdotes and real-world examples, Vaynerchuk stresses the importance of listening and engaging authentically with consumers. As technology reshapes customer expectations, the book reveals how a culture of gratitude can drive loyalty and success. Dive in to discover how to harness the power of thankfulness to elevate your brand in an increasingly connected world!
In 'The Way of the Superior Man,' David Deida challenges men to embrace their true purpose and authenticity in both love and life. The book intertwines spirituality with practical advice, urging men to balance strength with vulnerability. Through provocative insights, Deida teaches how to navigate intimate relationships with passion and depth. As he unpacks the dynamics between masculine and feminine energies, readers are invited to awaken their highest potential. This transformative guide is both a roadmap and a call to action for any man seeking to live a fulfilling and powerful life.
In 'Dreaming Yourself Awake,' B. Alan Wallace and Brian Hodel guide readers on an enlightening journey through the realms of dreaming and consciousness. They explore the transformative power of lucid dreaming and its profound implications for self-awareness and spiritual growth. With a blend of scientific insights and practical techniques, the authors challenge conventional perceptions of reality. You'll uncover the secrets of harnessing your dreams to awaken a deeper sense of purpose and connection. This thought-provoking exploration compels you to ask: what if your dreams hold the key to understanding your true self?
In 'Focus', Al Ries reveals the powerful strategy of narrowing attention to achieve success in business and branding. He argues that in a world overwhelmed by choices, clarity of purpose and simplicity are key to standing out. Through compelling examples and practical insights, Ries demonstrates how focusing on a singular idea can drive impactful results. This book is a masterclass in prioritizing what truly matters amidst the noise. Discover how to cut through the clutter and create a lasting impression with your brand.
In 'The New Gold Standard', Joseph Michelli unveils the secrets behind the legendary customer experience at the Ritz-Carlton. He distills five transformative leadership principles that not only enhance service but also create lasting loyalty. Readers are invited into a world where personalized care and employee empowerment turn ordinary interactions into extraordinary experiences. This book challenges leaders to redefine their approach to customer service while offering practical insights that can be applied across various industries. Prepare to be inspired to adopt a gold standard in hospitality that keeps customers coming back for more!
In '100 Tricks to Appear Smart in Meetings', Sarah Cooper reveals the clever art of navigating workplace gatherings with wit and humor. This satirical guide offers a treasure trove of quick, quirky tactics designed to give you the illusion of expertise. Learn how to nod thoughtfully, sprinkle jargon like confetti, and employ the power of strategic silence to captivate your audience. With each trick, readers are invited to laugh at the absurdity of corporate culture while also gaining a stealthy edge in their professional lives. Dive into this playful roadmap to success, where looking smart can be just as fun as knowing your stuff!
In 'Clearer, Closer, Better', Emily Balcetis uncovers the hidden power of our perceptions and how they shape our reality. Through captivating research and relatable anecdotes, she reveals techniques to enhance focus and alter the way we see obstacles in our lives. Balcetis demonstrates that the shifts in our perspective can lead to remarkable changes in our outcomes. This transformative read invites readers to challenge their assumptions and embrace new possibilities. Are you ready to see the world—and yourself—more clearly?
In 'Uplifting Service', Ron Kaufman reveals the secret to transforming customer service into an extraordinary experience. With captivating anecdotes and actionable strategies, Kaufman empowers readers to elevate their service culture to new heights. This book goes beyond mere satisfaction, encouraging businesses to create loyal advocates through exceptional service. Dive into the dynamic principles of service excellence that can revamp your organization and inspire your team. Discover how uplifting service can lead not just to customers, but to raving fans!
Download our mobile app to enjoy your favorite books on the go. Get access to exclusive features, offline listening, and personalized recommendations.
