Description

In this book, Mitchell draws on decades of experience running his family’s retail business to show that exceptional customer service isn’t just a nicety—it’s a business imperative. He argues that building deep, genuine relationships with customers—what he terms “hugging” them—through personalized attention, knowing their names and preferences, going the extra mile, and treating them like individuals rather than transactions leads to loyalty, repeat business, and long-term success. Beyond just front-line service, he explores how a company’s culture, hiring, systems and technology must all align with this “hugging” mindset to make it sustainable, even under economic pressure.