• Skip to content
  • Skip to secondary menu
  • Skip to primary sidebar
  • Skip to footer

Munni of all Trades

Award winning Lifestyle and Travel Blog by Khushboo Motihar

  • Home
  • About
  • Travel
  • Lifestyle
    • Beauty
  • Finance
  • Social Work
  • Contact Me
  • Privacy Policy

The Last Ten Percent: Book Review

March 16, 2015 by Khushboo Leave a Comment

Share
Tweet
Pin
Share
0 Shares
Marketing was one of the important components of my graduate studies and from day one Philip Kotler was our guru. We would pore away his case studies, mug up the theories and carry the big fat book with great pride. When I got an opportunity to review TGC Prasad’s book, The last ten percent, I was intrigued and the minute I got my hands on it, I started reading it. Before I tell you my thoughts about the book, let’s have a look at the synopsis of the book.

About the book
The Last Ten Percent by  author TGC Prasad throws light on how to convert every customer engagement into a unique opportunity. This book provides an analysis on customer service and management. A knowhow on how to sell and service customers, take care of the employees and thus improve customer centricity. This is a book for all companies who want to improve customer service thus translating into great customer experience. In this book he has given example of few well known brands like Starbucks, Nestle etc. All in all a meaningful and suggestive book on how to provide a fab customer experience, why are a few companies better than the others and what sets them apart.
My review
The Last Ten Percent believes that many companies fail to give the perfect experience to a consumer by not taking into consideration the last ten percent. The author gives two case studies from his life to illustrate the same. Once the concept has been established, one is taken through case studies of Wal Mart, Rent a Car, Nestle and many others and tries to focus on things they have gotten right. For example Rent A Car just asks two simple questions to their consumer to know whether his or her experience has been smooth; they have to answer
 How would you rate your last Enterprise experience? 2. Would you rent from Enterprise again?
Two simple questions that help this enterprise get genuine feedback and understand the problems a person may have faced or the things that might have pleased them.
All these demonstrate how exactly they have delivered the “Last 10 per cent” of excellent customer service. After all, they believe in creating a loyal customer base.
This book also details on various steps companies can take to ensure that they go that extra mile to keep their customers happy.  
The best part about this book is that it is a very light and easy read. It summarizes maximum points in very few words and it is suitable for professionals as well as students. So if you are looking to know learn how to go that extra mile to make your customers happy, you should definitely pick this book up.

Share this:

  • Facebook
  • Twitter
  • Google
  • Pinterest
  • LinkedIn
  • Reddit
  • Print
  • WhatsApp
Share
Tweet
Pin
Share
0 Shares

Filed Under: Review, Uncategorized

Reader Interactions

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Primary Sidebar

Search

Subscribe

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

Let’s Connect

  • Facebook
  • Google+
  • Instagram
  • Twitter

Like Us on Facebook

Munniofalltrades

Most Popular

  • A secret farm getaway that’s only 60 minutes from Mumbai: The Roots Farm Review A secret farm getaway that’s only 60 minutes from Mumbai: The Roots Farm Review
  • Your complete guide to Jatayu Earth's Centre 2020: Everything you need to know Your complete guide to Jatayu Earth’s Centre 2020: Everything you need to know
  • The Magical Experience of Staying in a House Boat in Kerala The Magical Experience of Staying in a House Boat in Kerala
  • Slimsonic/ Rejuv and Instant Wow Kit by VLCC: Review Slimsonic/ Rejuv and Instant Wow Kit by VLCC: Review
  • Clean & Clear Morning Energy Face Wash Reviews Clean & Clear Morning Energy Face Wash Reviews
  • 27 Badass Autorickshaws from Mumbai 27 Badass Autorickshaws from Mumbai
  • The Mom’s Co Natural Body Butter: Review The Mom’s Co Natural Body Butter: Review
  • Detailed guide to trekking at Karnala Bird Sanctuary Detailed guide to trekking at Karnala Bird Sanctuary
  • My 3 step summer skin care routine with Biotique My 3 step summer skin care routine with Biotique
  • My Winter Skincare Routine with Biotique My Winter Skincare Routine with Biotique
Winner of The Indian Blogger Awards 2017 - Regions

Footer

About Munni of all Trades

We remember the day seven years back when were travelling in a Mumbai local trying hard to come up with a name for our blog when struck us; Khushboo was always called a Jack of all Trades. The name stuck (with a slight modification, of course) and Munni was born. Six years, over 100 collaborations, lakhs of readers and several awards later; our love for blogging continues to grow. We continue to write on an eclectic range of topics from the funniest autorickshaw signs that we have spotted in Mumbai to how to bathe an elephant. We are true blue Munni of all Trades and we hope to continue on this joyride with our fellow Munnis and Munnas. Read More

Instagram

Instagram did not return a 200.

Search

Copyright © 2021 · MUNNI OF ALL TRADES | Blog Set Up By KAUSHIK

This site uses cookies: Find out more.