August 1, 2008 the 2nd edition of A Complaint Is a Gift hit the shelves. We've now got a free excerpt which you can download (PDF). The original sold more than 130,000 copies.
Thoroughly revised and updated with new material on handling Internet complaints, dealing with complaints directed at you, complaining effectively yourself, as well as new examples covering a wide range of industries.
The concept is more relevant than ever in today’s constantly connected world, when customers can complain instantly and broadcast their dissatisfaction around the world.
Download the excerpt.
Don't forget to enter our competition to win 1 of 5 copies signed by Claus.
If you would like to buy a copy of the book at the discounted launch price of $13.57 go to Amazon.com.
Friday, 8 August 2008
FREE excerpt from A Complaint Is a Gift
Monday, 7 July 2008
Thanks, Tony!
I just wanted to thank Tony Hsieh of Zappos.com publicly. Tony has, very kindly, written the foreword to the second edition of A Complaint Is a Gift, and is somebody who really "gets" that business is about the customers - rather than systems and policies making it easy to shift products. Tony passionately believes in what he is doing and Zappos is definitely one of the true shining beacons of customer service anywhere in the world today.
For those of you who haven't heard of Zappos yet, they're one of the fastest growing shoe retailers and last year generated revenues of more than $800 million. However, they're a very atypical company because their mission is not to become the world's largest shoe retailer, but rather "providing the best online experience possible".
Over the next couple of weeks I will tell you a bit more about Tony and his company and give you some insights into what makes them tick and what makes them exceptional in my opinion. For now, I don't want to dilute the message of the big thank you I would like to send to one of MY customer service heroes for writing the foreword to our book.
The second edition of A Complaint Is a Gift will be published by Berrett-Koehler on August 1st, 2008.
Find out more about Zappos.com
