Research Catalog

Title

Hug your customers : the proven way to personalize sales and achieve astounding results / Jack Mitchell.

Author

Mitchell, Jack.

Publication

New York : Hyperion, 2003.

Items in the Library & Off-site

Holdings

Details

Description

xvi, 283 pages; 22 cm

Summary

"A master of customer service reveals his proven secrets to developing long-standing relationships and customer loyalty by making business personal."--BOOK JACKET.

Subjects

• Success in business
• Customer relations
• Selling

Contents

Part 1. Hugging 101: The Principles of Passionate Customer Service -- Chapter 1. Creating a Hugging Culture -- Chapter 2. The New Business Landscape -- Chapter 3. The Customer-Centric Organization -- Chapter 4. The Golden Principle -- Chapter 5. Hugging Is a Mindset -- Chapter 6. Everyone in the Kitchen -- Chapter 7. Know the Dog's Name Too -- Chapter 8. Piling On the Hugs -- Chapter 9. Selling Underwear on Sunday -- Chapter 10. Tuxedos to Go -- Chapter 11. The Return Hug -- Part 2. From Three Suits to Three Thousand: Evolving a Hugging Organization -- Chapter 12. Caring about People Comes First -- Chapter 13. It's Not Location, Location, Location--It's Service, Service, Service -- Chapter 14. The Three Principles of Expansion -- Chapter 15. Get No. 1 and You'll Get Number 1,000 -- Chapter 16. Hug Your Way Over the Bumps -- Chapter 17. The Family Rules -- Chapter 18. Today Half the Closet, Tomorrow Every Hanger -- Part 3. The Big Secret: How to Hire and Retain Great Associates -- Chapter 19. People Come First -- Chapter 20. Hiring--The Elements of a Great Associate -- Chapter 21. Now Enable Them -- Chapter 22. Cooperation versus Competition -- Chapter 23. Training Is for Dogs, Education Is for People -- Chapter 24. Now Care for Them -- Part 4. Olive Doesn't Work Here Anymore: You Can't Compete without Technology -- Chapter 25. Technology Must Support Hugging -- Chapter 26. We Know You, Plus Your Favorite Necktie -- Chapter 27. It's How You Use It--Your Mindset -- Chapter 28. Having Just Enough Product -- Chapter 29. Climbing the Pyramid -- Chapter 30. One on One -- Chapter 31. We Like to Drop a Line -- Part 5. Game Day: It's about Playing to Win -- Chapter 32. Aim to Win -- Chapter 33. The Three P's = Profits -- Chapter 34. Everyone on the Field -- Chapter 35. Do Your Own Lights -- Chapter 36. Be a Mirror -- Chapter 37. Visit the Territory -- Chapter 38. Ten Great Plays Will Win -- Chapter 39. Consistency Counts -- Chapter 40. Get a Driver's License and a Suit -- Chapter 41. It's Two O'Clock, What's the Score? -- Part 6. The Formula: Have an Economic Model -- Chapter 42. Why Hugging Makes You Money -- Chapter 43. The Formula Is Born -- Chapter 44. Cash Is King -- Chapter 45. Flowers from the Bean Counter, Flowers to the Bill Collector -- Chapter 46. Integrity above All Else -- Part 7. We Love Mistakes: What to Do When You Mess Up -- Chapter 47. Challenges, Not Problems -- Chapter 48. The Five-Step Mistake Solver -- Chapter 49. Don't Punish, Just Pet It -- Chapter 50. Once Is Enough -- Chapter 51. Sometimes You Have to Shut Things Down -- Chapter 52. How Are We Doing? -- Part 8. The Power of New: Constantly Freshen Your Hugging Culture -- Chapter 53. Having an Alive Organization -- Chapter 54. Don't Be Handicapped by Experience -- Chapter 55. Share Your Best Ideas -- Chapter 56. What about 2015? -- Appendix. Enjoy Playing the Hugging Game.

ISBN

• 1401300340
• 9781401300340

LCCN

2004296876

OCLC

• ocm52366247
• 52366247
• SCSB-5356863

Owning Institutions

Columbia University Libraries