RISMEDIA, March 3, 2009-Customer service practices of the global real estate network, RE/MAX, have been held up as an example of best practices in a recently released book, “The Customer Rules: The 14 Indispensable, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World.”
The book’s authors, C. Britt Beemer, a leading consumer research and marketing consultant, and best selling business author Robert Shook, document the practices of 14 companies that have built their corporate culture on the concept of unsurpassed customer service. In their book, the authors also rely upon extensive market research they say is unprecedented in scope.
“We’re very honored to be in the company of these highly respected organizations, and to have our customer service practices recognized as some of the best,” said Dave Liniger, chairman and co-founder of RE/MAX International, Inc.. “From the very beginning, RE/MAX has worked hard to create customer service policies that respect both our Sales Associates and the consumer.”
Other companies described in the book include; Four Seasons Hotels and Resorts, Johnson & Johnson, Lexus, and Harrah’s. Through a description of the qualities that make these companies successful, the authors offer insights into the creation of unshakeable customer loyalty, even in these difficult economic times.
“While many organizations are eliminating jobs and services, these companies do what they need to do to make customers keep returning in a difficult environment,” says Beemer. “Everybody benefits; the company, employees, and consumers.”
In the case of RE/MAX, the book describes how the company’s founders inspired extensive customer service practices throughout its history. As a franchise organization, RE/MAX considers its customers to be franchisees, Sales Associates and the public.
RE/MAX has also been recognized as the leading real estate franchise by the oldest and most respected ranking, “The Franchise 500 Survey,” published in the January edition of Entrepreneur Magazine. RE/MAX has held this top honor for 9 out of the last 10 years.
“The Customer Rules” is published by McGraw/Hill and is currently available in book stores and online. It can be purchased from retailers like amazon.com, Barnes and Noble and Borders.
For more information, visit www.remax.com
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