There was a unique challenge when I sat down to write my latest book.
It's called The Service Culture Handbook, a book about customer-focused cultures (due out Spring, 2017). My challenge was to avoid referencing the usual lineup of companies known for outstanding service.
I made a vow not to write about these organizations:
- The Ritz-Carlton
- Southwest Airlines
- The Apple Store
It's not that these companies don't have a reputation for amazing service. They absolutely do. The issue is they've all been written about a million times.
It was time for some new blood.
So, here are just a few of the organizations that you'll see profiled in The Service Culture Handbook. These are the next wave of customer service super-star companies.
Rackspace. Most consumers won't know them because this company is behind the scenes, managing some of the biggest clouds out there (think: websites, etc.) But, their customers know them for their Fanatical Support Promise that they truly live up to. You can preview their amazing service by downloading Chapter One right now.
REI. If you love the outdoors, you probably love REI. This company is as mission-focused as it gets, even deciding to close all of its stores last Black Friday so employees and customers could spend more time outside. Their friendly, knowledgeable associates and hassle-free return policy make it easy to shop there.
Shake Shack. There's nothing new about burgers and fries, but Shake Shack somehow manages to feel like a breath of fresh air. The company has built a cult-like following with outstanding food and friendly, engaging employees.
Publix. This Florida-based supermarket has some of the highest customer service ratings of any company in any industry. Their focus is making shopping a pleasure, and their stores are full of small touches to make that happen. Wider aisles, an excellent selection, helpful signage, and of course, friendly and outgoing employees.
Cars.com. Shopping for a new car, truck, or SUV can be a daunting task, but Cars.com makes it easy for consumers to research the vehicle they want and then find a dealer selling it at a fair price. This is one of the few companies that actually reviews customer feedback on a daily basis and uses it to continuously make their service better.
These are just a few of the companies that will be profiled in the book. Visit the book's website to learn more and sign-up to receive updates and exclusive offers.