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Discover how to create exceptional customer service and a superior customer experience, learning from the greatest companies of our time.
When it comes to delivering great customer service and customer experience, many companies miss the mark. But there’s no reason this should include you and your company. 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, relates hands-on adventures about assessing and improving customer service in various industries.
You’ll spend time behind the scenes with Zappos CEO Tony Hsieh and discover how the company delivers “wow” customer service. From Richard Branson, you’ll learn how Virgin brands deliver authentic customer service (avoiding what Branson calls “Stepford Customer Service”) and 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 Insurance, and the Ritz-Carlton Hotel Company, Solomon reveals what it takes to turn a ho-hum customer interaction into one that drives customer engagement and lifelong loyalty.
Charts, "cheat sheets", and discussion questions are available in the audiobook companion PDF download.
PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.
"Micah Solomon shares some of the most instructive customer service adventures of notable business leaders at Amazon, USAA Insurance and Ritz-Carlton, among other big brands. These funny and inspiring tales promise to provide a great guide for getting your customer experience where it needs to be." (Rhett Power, Forbes)
"... a supremely useful book... actionable advice ...straight-forward language anyone can understand. You feel like he's sitting down with you over a cup of coffee talking. Yet it's backed with the authority and insights of years of experience. Read Ignore Your Customers if you do NOT want your hard-won customers to go away." (Small Biz Trends)