Read Online Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience DOC
The ultimate, practical guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field. Great customer service may be today's most essential competitive advantage. Yet when it comes to delivering great customer service and a great customer experience, most companies tragically continue to miss the mark. But you can succeed where so many have failed: Ignore Your Customers (and They'll Go Away) spells out, step by step, how to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational, often hilarious, tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. (Ever wonder what it's like to mystery shop, for instance, a luxury spa, where you get paid for your opinions while receiving a massage and a manicure-for research purposes, of course?) You'll spend time behind the scenes with Zappos CEO Tony Hsieh and discover how Zappos delivers "wow" customer service. You'll visit personally with Richard Branson to learn how Virgin brands deliver authentic customer service (avoiding what Branson calls "Stepford Customer Service") and learn Branson's secrets for turning social media attackers into brand promoters. Drawing on a wealth of stories personally assembled from today's most innovative and successful companies-including Amazon, Cleveland Clinic, Drybar, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more-Solomon reveals what it takes to turn a ho-hum customer interaction into one that drives customer engagement and lifelong loyalty.What you'll find inside: * Exclusive customer service secrets and proven turnaround methodologies from author Micah Solomon (today's best-known customer service and customer experience consultant) showing the reader how to perform effective and lasting customer service transformation at their own companies. * A dive into one of the hottest topics in business today: company culture, specifically how to build and sustaining a customer-centric company culture.* Case studies and anecdotes from the great customer-centric companies of our time.ALSO INCLUDED: . * Special material throughout on diversity and inclusion from Jan Jones Blackhurst, EVP at Caesars International (and the first female mayor of Las Vegas) and Michael Hyter, renowned author of The Power of Inclusion. * Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize reader memory retention and make every insight actionable.
