Batteries Included – Creating Legendary Customer Service
Random House - 2000
Batteries Included is a book about creativity, change, and customers. Tom Peters comments, “Nigel Barlow’s book is simply brilliant! Is there anything left to say about superior customer service? The answer is obviously a resounding ‘yes’. This book proves it!”
What the book is about:
New millennium, new needs
The six I's of legendary service
Learning from the future
Create your own destiny
Change the box!
Dare to be different
Develop beginner's mind
To see your customers anew
The power of attention
Making your customers feel really cared for
How to create service 'players'
And root out the walking dead, cynics, and spectators
The human and spiritual laws of service
Finding your service heart
Batteries Included! is a ‘why-to’ as well as a ‘how-to’ book, using creativity and imagination to anticipate the customer's unspoken needs. The batteries in the title are the inspiration, passion, and energy that need recharging to create fabulous service for your customers.
Nigel explores how a deeper understanding of the customer's human needs is necessary to inspire their loyalty. He tackles provocatively and with insight such vital but under-exploited topics as the deeper psychological, creative, and spiritual approaches that are necessary to build a service legend.
Legendary service means far more than excellence. It’s a concept that replaces customer satisfaction as the goal to strive for in competitive markets, and encapsulates demand for a stunning and memorable service experience.
Legendary service means:
• Becoming famous for service – your customers do your marketing for you
• Setting stunning new standards of Service Legends
• Creating a positive emotional connection with your customers
• Providing service with a big ‘S’ – legendary service for the community and the environment
Re-think – How To Think Differently
Capstone Publishing Limited (a Wiley Company) - 2006
Available in Turkish as Yeniden Dusan (Alteo Yayincilik Ticaret Ltd) and Spanish as Piensa diferente (Alienta Editorial).
What is a re-think? It’s thinking as unusual. Seeing a fresh, different, or better solution to any problem, whether you want to reorganize your life’s priorities, become closer to your partner, or dream up a new idea at work.
A re-think can apply to pretty much anything in your life . . .
Re-think explains how Bob Dylan, a siesta, a parrot, children, and many other things can help you to creatively re-think.
We can all sleepwalk our way through life and find after a short time in a job or a relationship that we’ve simply gone blind to the possibilities around us. Opening our minds and developing a childlike sense of curiosity is what Re-think is all about. It will help you break out of blinkered, habitual patterns of thought to become the creator of a richer life for yourself. It will also help you unlearn what you have learnt, which will sometimes mean breaking the habit of a lifetime.
Being creative is not just the reserve of the Einsteins, da Vincis and Richard Bransons of the world. You, too, can be just as inspired.
What do you need to re-think in your life? Re-think inspires you to see fresh and innovative approaches to your personal and professional life. It guides you to a more creative and fulfilled future. Having successfully used the ideas with people all over the world, Nigel explains how to apply creative thinking to your everyday life.
This practical and accessible book has twenty major re-thinks and scores of topics, experiences, and activities that can be instantly applied to your unique situation: individual, family, team, or organization.
Should you re-think everything? No – you’d go crazy. But when you need to be a re-thinker, here’s how.