Advance Praise for YOUR CUSTOMER RULES!
"In Your Customer Rules!, Price and Jaffe have captured some really important insights into how companies can build lasting customer relationships, including focusing on making products that are engaging, easy to use, and entertaining. They also discuss the importance of corporate culture and how values can guide a company as it grows—valuable for its employees and for its customers."
—Michael Morhaime, cofounder, CEO, and president, Blizzard Entertainment
"Price and Jaffe have made it clear that all companies need to respond to a customer-driven Me2B world. The seven needs they define represent great building blocks for a customer-oriented business. Your Customer Rules! provides a great guide for all companies to develop their strategy."
—Stephen C. Lundin, coauthor, FISH! series
"Price and Jaffe are shrewd observers of the customer experience scene, and in Your Customer Rules!they outline their findings on what may be the most profound transformation of commerce since the advent of markets. If you want your own business to survive even the next decade, you need to understand these concepts, and the sooner the better!"
—Don Peppers, founding partner, Peppers & Rogers Group, coauthor, Extreme Trust
"In Your Customer Rules!, Price and Jaffe adroitly capture how the digital revolution has changed consumer behavior. Vente-privee chose to bet on the human, placing customer service at the heart of its strategy. As Price and Jaffe cover so clearly, it is necessary that brands consider the customer as an essential investment and not a cost, helping to build and maintain close ties with their customers and to create trust. In a world where information spreads at the speed of light and social networks give consumers a voice, customer relationship should embody the values of the company and turn a dissatisfied customer into a brand ambassador. Read Your Customer Rules! to find out how!"
—Jacques-Antoine Granjon, CEO and cofounder, vente-privee
"In theory, it's a great time to be a customer, with an endless array of brands, choices, and deals. In reality, it's a frustrating time to be a customer, with a long list of hassles, headaches, and disappointments. In this important and engaging book, Price and Jaffe offer a set of messages and a collection of case studies that show business leaders how to thrive in an age when customers have more power—and higher expectations—than ever. Your Customer Rules! will help you deliver for your customers."
—William C. Taylor, cofounder and founding editor, Fast Company, and author, Practically Radical
"One of the best features of Price and Jaffe's new book is the simple and straightforward recommendations for how to determine and address core customer needs. Building on their first book, The Best Service Is No Service, readers this time will come away with powerful new insights and a big list of effective actions they will need to implement. If you are truly motivated to deliver exceptional customer experience and drive loyalty, don't put down Your Customer Rules! until you reach the last page."
—Gudrun Scharler, CEO, E-Plus Customer Support
