Tab Article

Ratings: ★★★★☆ (4/5)
Genre: Business, Management, Customer Service, Marketing, Human Resources, Leadership, Self-Help

Book Review :
''In 'What Customers Like About You,' David Freemantle moves beyond traditional customer satisfaction metrics to a more powerful concept: customer affection. His central thesis is that in a crowded market, being liked is a stronger competitive advantage than merely being efficient. The book is rich with case studies and practical insights, particularly shining in its chapters on hiring people with the right empathetic disposition and training them in the subtle psychology of service. Freemantle successfully demolishes the myth that customer service is just about solving problems; instead, he frames it as an ongoing opportunity to create positive emotional experiences. While some concepts may feel intuitive, the structured approach and evidence from real companies give it substantial weight. This book is highly recommended for managers, HR professionals, and business owners who understand that their most valuable asset is not just their product, but the emotional connection they forge with their customers.''