How many of you have stopped buying from a brand because of poor customer service? How many of you have gone the extra yard to buy from a particular brand because you know that you will get complete support right till the end?
The Last Ten Percent by TGC Prasad talks about that last ten percent which is left out by companies and their employees when they service a customer. That last step that makes all the difference. The book is an interesting read. TGC Prasad talks about his real life experiences and case studies where he has seen both ends of the spectrum.
It is interesting to read through the stories of brands like Wal-Mart, Starbucks, Nestle - who have established themselves across the world as leaders not because they have something unique to offer but because they have the customer at the heart of everything they do. Their uniqueness actually lies in that extra mile that they are willing to go to ensure customer satisfaction.
Having a customer centric approach does not mean that the company is not focused on making profits. On the contrary, the more profit such companies make, the more happily they will share it by giving back to society in one way or the other. And customers across the globe are readily willing to engage with these brands for the extra care they get back. They are willing to pay more if required because they are dealing with trustworthy brands.
You can buy this book for Rs 249 - The Last Ten Percent
TGC Prasad is the author of five best selling books, Unusual people do things differently, Along the way, From the eye of my mind, Working hard is not good enough and the most recent, the Last Ten Per Cent.
The best thing about this book is that it talks about how companies need to focus on their employees while being customer centric. I think top management of all companies should give this one a read.
The Last Ten Percent by TGC Prasad talks about that last ten percent which is left out by companies and their employees when they service a customer. That last step that makes all the difference. The book is an interesting read. TGC Prasad talks about his real life experiences and case studies where he has seen both ends of the spectrum.
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| Book Review: The Last Ten Percent by TGC Prasad |
It is interesting to read through the stories of brands like Wal-Mart, Starbucks, Nestle - who have established themselves across the world as leaders not because they have something unique to offer but because they have the customer at the heart of everything they do. Their uniqueness actually lies in that extra mile that they are willing to go to ensure customer satisfaction.
Having a customer centric approach does not mean that the company is not focused on making profits. On the contrary, the more profit such companies make, the more happily they will share it by giving back to society in one way or the other. And customers across the globe are readily willing to engage with these brands for the extra care they get back. They are willing to pay more if required because they are dealing with trustworthy brands.
You can buy this book for Rs 249 - The Last Ten Percent
TGC Prasad is the author of five best selling books, Unusual people do things differently, Along the way, From the eye of my mind, Working hard is not good enough and the most recent, the Last Ten Per Cent.
The best thing about this book is that it talks about how companies need to focus on their employees while being customer centric. I think top management of all companies should give this one a read.
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