Pay Attention: How to Listen, Respond, and Profit from Customer Feedback Review

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(More customer reviews)Pay Attention!: How to Listen, Respond, and Profit from Customer Feedback"Over the weekend I read the "Pay Attention" book. It is excellent. The overriding message that I heard is that there is a "new way to navigate" when it comes to providing customer service in today's rapidly changing marketplace, and we all need to pay serious attention to it. This is a must-read.

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Make customer feedback work for your business.

Customers are speaking loud and clear through a miriad of mediums.Evidence shows that customers will no longer stand for the hurried and complacent service that has become the norm. They are looking for a positive, memorable experience. Organizations that provide that level of service will earn their loyalty. Customers base their decisions on nothing more than a positive or negative review of your product and/or service.
Pay Attention! paves the way.Your company wins when you:
Understand Customer Expectations
Embrace and implement The RATER Factors
Define who you are and what you offer
Become E.T.D.B.W. (Easy To Do Business With)
Connect with your audience in all mediums
React appropriately and respond immediately to customer feedback
Recover sincerely when things go wrong

All you need is to Pay Attention!

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50 Ways to Love Your Startup Review

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(More customer reviews)Bruce Mancinelli's new book 50 Ways to Love Your Startup is a great read with a tremendous amount of useful insight for anyone who is thinking of starting a company or who is already in the thick of it. His years of experience, warm wit and practical advice make this an easy read. I highly recommend this book for anyone who wants down-to-earth, practical advice from a proven manager and great motivator.50 Ways to Love Your Startup

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About the Author - Bruce Mancinelli has had a hand in seven startups; five that achieved various equity events, one that is still to be realized and one that went bust. That's like five good meals, one still cooking and a flat soufflé. Putting together a startup and managing its operations are much like preparing a gourmet meal. Even with a recipe and carefully following the instructions not every meal comes out looking like the picture in the cookbook. Great gourmet meals come from great chefs. Creating that successful startup company requires a plan (recipe) and a chef (entrepreneur) and a little help in the kitchen.Starting in high technology as a programmer, systems analyst, then sales and marketing and ultimately to assume CEO positions with software and Internet services companies, Bruce has experienced many lessons on what it takes to make a startup successful. While there are no silver bullets in the world of startups there are tried and proven techniques and guidelines that have come from lessons learned firsthand and from colleagues and business mentors along the way and Bruce shares them in this book. As Executive Director of INC.spire, a business incubator program and part of the Greater Reston Chamber of Commerce, Bruce has helped numerous startups achieve success. In fact INC.spire stands as one of the most successful incubator programs in the country having enjoyed a 96% graduation success with its clients. If to have 'been there and done that," make a difference, Bruce brings that knowledge to his 50 Ways to Love a Startup. Bruce delivers 50 important ways to embrace your big idea and make it a success. Bruce challenges the reader to seize that business idea you have always had and become the lover you have always wanted to be.Unlike a new automobile, a new startup does not come with a user' guide; how to make it work, overcome problems and issues and everything you have to do to make your startup, 'hum and purr" like a well tuned automobile. That comes from everyday experiences and the help you can get along the way from others along who have gone before you. Fifty Ways to Love Your Startup is designed to get you started and to be some of that help that will be needed along the way.About the book - What began as a news article for a local paper on the reasons why today's business climate is better for startups than it has ever been before, grew into a chapter and then two and then more until 50 chapters had been written on the various things to consider and to do to ensure business success for a startup company. When writing the book and naming each chapter, Bruce realized that a book on how to succeed in building and running a startup had no place for a Chapter 7 or a Chapter 11, whatever those chapters might describe. So 'chapters" became 'ways" and fifty of them became this book. With a bit of humor and serious topics the reader is led through step by step considerations about creating and running a start-up. Whether read chapter to chapter or way to way or as needed during the various stages of an emerging business, the book is organized in a way that provides a comprehensive reference guide and how to book on the challenges of startups. Whether there is only a single nugget that is drawn from the pages of this book or the gold that comes from every chapter and way, 50 Ways to Love Your Startup is a must read for anyone interested in the world of startups. You will read it once, and then read it again, and reference it often as you manage your startup. You will learn all the love lessons that will make you a passionate lover of your startup and a gourmet cook.Bon Appetite

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The AMA Handbook of Public Relations Review

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(More customer reviews)
I loved it. Impressive. I won't say it is a "detailed" handbook to use to actually become expert at PR in the 21st century. But it is a wonderful book that covers the following:
>>New media [Web sites, blogs, & mircoblogs]
>>Old media [Newspapers, magazines, etc.]
>>Public speaking
>>Market research
>>Tactics for keeping up digitally
I'm not sure why "market research" was included. But then the book is sponsored by the AMA. I found the text to be well written and outlined. It is comprised of four parts that are broken into 19 chapters and three appendices. I urge you to examine the Search Inside feature Amazon provides for this book so you can see the 19 chapter titles.
Back in May, 2009 I read and reviewed Putting the Public Back in Public Relations: How Social Media Is Reinventing the Aging Business of PR. In that review I commented that there should have been a chapter on Investor Relations. Well, the instant book has one. See Chapter 13 and the related chapter on The Annual Report (14). I like both books. And I think they compliment one another. I highly recommend any public relations professional who wants to be competent in their field and make things happen today read both as companion books. 5 stars!

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Public relations was among the first industries to harness the power of the Internet. But along with business and the rest of the world, PR has changed in the digital age. "The AMA Handbook of Public Relations" is written to help PR professionals merge their traditional and Web-based campaigns into a powerful multi-faceted public image machine while protecting their clients and themselves from negative attention and cyber-sabotage. Readers will learn how to work with trade and consumer media, leverage technology including blogs, podcasts and social networking sites, monitor the Web, manage rumors and crises and quantify online PR efforts and the results they create.

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Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World Review

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(More customer reviews)Credibility is the lifeblood of an organization, and Pete Blackshaw's six drivers of credibility should be indelibly etched onto the reverse of every CEO's business card. They are the essentials of brand and corporate trustworthiness and they are the foundation for Pete's new book, "Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000"--absolute must reading for every one of those CEOs, every front-line/online company spokesperson and, for that matter, anyone within an organization that truly cares about nurturing perhaps the most valuable yet often elusive organizational asset.

Public affairs professionals will want to keep a copy within easy reach. (Mine now sits in front of my "Roget's Thesaurus.") Customer Relations and Consumer Affairs personnel should read it at once, then again, and--likewise--keep this easy to digest textbook at the ready as you go about talking to, emailing or--more likely--instant messaging internet-savvy customers and consumers.
Pete Blackshaw writes with the common sense clarity of a consumer, yet as readers we benefit from his well-honed expertise in social media and interactive marketing as well as his own well-earned credibility in the vast and potent online marketplace. Pete has written a fine and timely how-to-book on the art of relationship building in a business world being powerfully influenced by consumer-generated media.


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Small Is the New Big: and 183 Other Riffs, Rants, and Remarkable Business Ideas Review

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(More customer reviews)Many say you shouldn't give away your work for free if you wish to sell it. Nonsense. Seth Godin has got a big idea with his new book Small is the New Big. This entire book of riffs already exists for free in places such as on Seth's blog or via his Squidoo lens. I've read most of the stories in the book already. Yet I pre-ordered the book on Amazon for overnight delivery because I wanted the content, again, in the new package. I want to take it to the beach. I want to have it on my desk and pick it up now and then.
"you're smarter than they think"
Yes, I'm a Seth Godin fan. Reading his stuff contributed to a life change for me. Back in the late 1990s, I had ideas about how content drives action on Web sites. As the VP Marketing of several reasonably large public companies, I realized that I had "power" and "a good job." In most people's eyes, I was successful. But I just didn't have the right platform to tell the world about my ideas. And I was not fulfilled.
Seth Godin's writing always focuses on getting people like me, those with a fire in the belly to take action. "I've been betting on the intelligence of my readers for almost a decade," Godin writes on the back cover of Small is the new Big, "and that bet keeps paying off. They just don't get it. Now you, you get it... And I'm, betting that once you're inspired you'll actually make something happen."
For me, the big moment was when my company was acquired by a huge organization and I was shown the door. I chose not to take the "safe" route and find another VP Marketing job, but instead to strike out on my own. The "I dare you" messages from Godin were an important part of my life changing decision.
Wow.
I work much harder than before, but fewer hours. I attend very few meetings. I choose the terrific companies I want to work with and tell the idiots to take a hike. I've never missed one of my daughter's swim meets because of work. I have dinner with my family most evenings. I'm helping people make a difference because of my ideas rather than saying "I wish I had..." or "I could, but...".
Read Small is the New Big.
It is an important book. And no matter what you want to do to make a difference, listen to Seth's advice. Just get out there and make it happen.

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The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social Review

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(More customer reviews)In case you've been living in a cave, Jay Baer and Amber Naslund have teamed up and published The NOW Revolution - 7 Shifts to Make Your Business Faster, Smarter, and More Social.
Their new book has been receiving rave reviews and I received a copy with the understanding that I would share my thoughts after reading it...
There is a high probability that this book will frustrate you.
Yes... frustrate you, but follow me here. Jay and Amber have decided to tackle the challenge businesses are facing to adjust to being social and not just doing social. For those of us in or around the "social" industry, we completely grasp this concept.
The NOW Revolution is organized into seven sections - the 7 shifts mentioned in the title. Each shift walks us through the process of becoming social, scalable and sustainable. There are action items, questions, summaries and plenty of additional documents linked via Microsoft Tag technology.
But, you're wondering why this book may frustrate you.
Most companies are not social.
Even the companies that do social.
Most companies have processes and organizational hierarchies that inhibit being social.
If you have a finger on the pulse of where you work... there is a good chance that reading an actionable guide of what you should or can do to infuse social into your business will lead you to the conclusion How the *$&^ am I going to make this happen?
Being a social company is not a fluffy thing. It isn't a trendy thing. It isn't creating cool content that is sharable. It is changing the entire culture of your organization and embracing the fact that there are TONS of things out of your control.
If this was an easy thing to do, we wouldn't need a book, guide, agency or consultant to help.
What will you get out of The NOW Revolution?
- Lots of ideas for things to do within the workplace
- A better understanding of scaling social
- What to look for and cultivate in employees to become more social
- How to handle real-time crises
- A more in-depth knowledge of what listening and monitoring really means
- Potentially frustrated, depressed or overwhelmed trying to make this happen
Again, I'd like to reinforce the fact that if this was easy... every company would be social. This book when read, understood and placed in the correct hands can be a catalyst to help you start the process of becoming social.
Who should read this?
- Ambitious, social savvy folks that don't mind overcoming adversity
- Executives who don't want to be years behind the curve (hint: you're already a few behind)
- Agencies and consultants that are tasked with improving or creating social strategies and business units
This book isn't a get rich quick scheme. It isn't a guide to monetize your blog. It isn't a direct aide to your personal brand. It isn't something one person can read and do themselves. However, this book is one that can be passed around to a few key folks and used as a guide to restructure, revamp, create or destroy business practices and processes.
The NOW Revolution is one of the better books I've seen to tackle the business and organizational challenges of social media and give you a roadmap to improve things.

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The social web has changed the way we do business forever
The future of your company is not in measured, considered responses and carefully planned initiatives. Business today is about near-instantaneous response. About doing the best you can with extremely limited information. About every customer being a reporter, and every reporter being a customer. About winning and losing customers in real-time, every second of every day. About a monumental increase in the findable commentary about our companies.

Having the time and information required to make a considered business decision is a luxury - a luxury that's quickly facing extinction. Yet business hasn't adapted to this evolution. And adapt you must.

This book isn't about how to "do" social media. Instead,The Now Revolutionoutlines how you must retool your organization to make real-time business workforyou rather than against you. Read about seven shifts that will help you make your company faster, smarter, and more social:

Engineer a New Bedrock

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The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More Review

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(More customer reviews)eBay marketing expert and author Marsha Collier returns to bookstores with "The Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More" (Wiley). In it, Collier, a long time internet user (can you say UseNet?) shows readers how the old adage "the customer is king" can be applied in the modern-day marketplace. We've all heard the stories of how certain companies aided their customer relationships by creating a robust online feedback loop (famously Comcast, Zappos, etc.) but Collier explains just how every business, large or small, can benefit from the new world of social communication. Collier explains how to build customer relationships, not just on your dedicated website, but how to interact with users on various platforms like Twitter, Facebook, Posterous and the latest geo-tagging sites like Foursquare and Whrrl. Maintenance and tone are important ingredients in Collier's customer service recipe and she even goes so far as to describe the habits of all the various demographic groups and sub-groups (GenMix) along with examples from companies that work well in this arena (Dell, JetBlue) to those who got stuck behind the curve (NASCAR). Read, learn, engage.

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Make your online customers happy—and create new ones—with this winning guide
Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities.
The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers.
Authentically use social media to connect with customers to boost your bottom line
Attract new customers through your online presence
Achieve higher GMS (Gross Merchandise Sales) with quality customer service

Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

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The New Community Rules: Marketing on the Social Web Review

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(More customer reviews)In "New Community Rules" the author has created a handbook that is not only an excellent read, but also an excellent primer for any organization or enterpreneur trying to answer the question, "So what can this social media stuff do for me?"
In a methodical approach, covering all the bases of social media as it exists today, the author will walk you through the various aspects of social media marketing and how to use each of them to strengthen your company or brand. She teaches you the do's and don'ts of the social mediasphere -- and as many marketing folks know, the don'ts are probably one of the most valuable lessons you can ever learn. For example, don't use social media to try and push your products on people who haven't engaged with you -- it simply will not work.
The book itself was written for folks who probably haven't had much experience in the social media sphere. It not only walks you through the various offerings out there (from Facebook to Flickr; from Digg to Twitter) but also how each one of them is used -- and who uses them. It's important to note, and the author does a good job of this, that not every social media site is meant for every type of person or brand. Just like a focus group, you have to find the right environment for your social media efforts.
Anyone who is involved in marketing will find this book invaluable. The only drawback to it is that references to sites and such are very much based on what we know now, in 2009, to be true. No doubt in a few years the sites will have changed, but the principles behind social media marketing and interacting with your customers will still be the same.


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Blogs, networking sites, and other examples of the social web provide businesses with a largely untapped marketing channel for products and services. But how do you take advantage of them? With The New Community Rules, you'll understand how social web technologies work, and learn the most practical and effective ways to reach people who frequent these sites. Written by an expert in social media and viral marketing, this book cuts through the hype and jargon to give you intelligent advice and strategies for positioning your business on the social web, with case studies that show how other companies have used this approach.The New Community Rules will help you:

Explore blogging and microblogging, and find out how to use applications such as Twitter to create brand awareness
Learn the art of conversation marketing, and how social media thrives on honesty and transparency
Manage and enhance your online reputation through the social web
Tap into the increasingly influential video and podcasting market
Discover which tactics work -- and which don't -- by learning about what other marketers have tried

Many consumers today use the Web as a voice. The New Community Rules demonstrates how you can join the conversation, contribute to the community, and bring people to your product or service.

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UnMarketing: Stop Marketing. Start Engaging. Review

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(More customer reviews)The new book UnMarketing from Canadian viral marketer and Twitter gadfly Scott Stratten takes the rules and purees them, Blendtec style.
Here's what makes UnMarketing an unusual, yet worthy use of your marketing education time:
UNpretentious
Unlike so many marketing books, Stratten doesn't overcomplicate the subject matter. He believes that common sense should prevail, and that UnMarketing success is rooted in the creation of everyday "wow" moments. His self-deprecation adds a hilarious, warm tone throughout.
UNstructured
Like Gary Vaynerchuk's Crush It, Stratten dictated some of the book, and it reads very conversationally. Also, there isn't a narrative or progression in the book, but rather a collection of 57 short observations, lessons, and anecdotes. For readers that consume material in bits and pieces, this format is ideal. You can easily read UnMarketing over time in 10 or 15-minute chunks.
UNafraid
Sacred cows are slaughtered in UnMarketing, both in the material and in the book's packaging. (The faux testimonials on the back of the book are priceless, including:
"This book is the greatest business book in the world, besides mine."
- Author who only gives testimonials for people who give him one in return
Stratten's rant against direct marketing - "People still teach courses on how to cold-call better! That's like finding a better way to punch people in the face" is one of the more memorable examples of his outlook.
UNderstandable
One of the most commendable aspects of this book is Stratten's gift for boiling down a marketing principle to its simplest form. His "Pull and Stay" advice; segmenting customers into barrels; platforming; social currency, and other concepts are instantly applicable to real world marketing challenges fitting a wide variety of circumstances. The examples and mini case studies he presents provide insights that leave you nodding your head and thinking you could adopt the same approaches.
UNsettling
Stratten has a knack for gaps. The two sections in the book on the Trust Gap and the Experience Gap are among the strongest in UnMarketing. Both are wake-up calls for marketers, and make the case that separating marketing from day-to-day customer experiences is an impossibility. Greg Verdino's excellent book MicroMarketing hits on similar themes. Stratten writes: "
The space between the best services, often what a new customer receives and the worst experience is what I call the Experience Gap. As a business owner your goal needs to be having no gap at all, optimizing every point of contact with your customer."
A tall order, to be certain.
UNdercover
The best parts of UnMarketing are when the author uses his own circumstances to make a point about the importance of people and customer experience. His tale of his switch of coffee loyalty from Tim Horton's to McDonald's is a documentary-style account of how real people perceive and are impacted by business details we all too often take for granted. Based on consistency of product, suitability of packaging, and convenience of location, Stratten shifted his daily coffee habit - to the tune of perhaps $30,000 in lifetime value, underscoring the ultimate importance of every customer acquisition or defection.
As you might expect, UnMarketing is not your typical marketing and business book. It's a boullabaise of advice and observations on social media, viral marketing, and customer experience, with a side order of social media how-to. There are a few sections devoted to the mechanics of Twitter, Facebook, Linkedin, and other social media operational specifics. Because they are relatively high level overviews, these aren't the strongest components of the book, and if you want details on Twitter or Facebook best practices, I recommend Kyle Lacy's Twitter for Dummies and Mari Smith and Chris Treadway's Facebook Marketing an Hour a Day.
But, if you're looking for an always-interesting, impactful, funny, practical book to get you excited about marketing again, you should pick up a copy of UnMarketing. Scott Stratten is a compelling character with panache and wit, and he puts these strengths to great use in his first book.

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Customer Service: New Rules for a Social Media World (Que Biz-Tech) Review

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(More customer reviews)Most people, despite playing in social media, have very little understanding of just how powerful this tool can be for an individual or business to market themselves.
What I like about Shankman is that he takes the current "cool" tools (social media and technology) and shows how they can be used to enhance the true important things, customer service and relationships. Without already having good customer skills, social media will not help a business.
Nice blending of tech and touch...

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Use Social and Viral Technologies to Supercharge your Customer Service!Using social media, you can deliver amazing customer service–and generate an army of fans who'll promote you in good times, and rescue you from disaster. Now, legendary online marketing expert Peter Shankman shows you exactly how to do all that–without spending a fortune! Shankman draws on his immense experience as founder of the online growth company HARO and marketing consultant to multiple Fortune 500 clients. He presents straight-to-the-point solutions for building customer loyalty, trust, and credibility online–and rebuilding it when catastrophe strikes. Companies around the world are driving enormous value from online customer service at remarkably low cost. You can, too. Peter Shankman will show you how–step-by-step, right now!You'll learn how to:• Organize a small, powerful social media team on a tight budget• Listen to what your customers, advisors, and markets are really saying• Make prospects feel like rock stars from the moment they find you• Choose online media that make the most sense for you• Avoid wasting time with platforms that won't help you• Earn your customer's loyalty, trust, and credibility • Learn from other companies' viral "disasters"• Rebuild your credibility after you've taken a public "hit" online • Make sure everyone hears your customers when they compliment you • Capture all your customer knowledge–and use it in real time • Keep people talking–and not just about you

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Marketing Without Advertising: Inspire Customers to Rave about Your Business & Create Lasting Success Review

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(More customer reviews)Having been involved with many small businesses for many years I picked up this book with some skepticism. Then I turned to the first chapter. It's called Advertising: The Last Choice in Marketing. And it was dead on right -- To be sure there is a place for advertising, Pepsi up against Coke has no choice (which isn't to say that they do it well). They have no choice because they can't do the kinds of things this book talks about. They can't produce a new product -- Remember New Coke?
In any case, this book isn't about Coke, it's about marketing a small business or service. That means you need to market locally. Effectively you can't advertise. I was recently involved in promoting a play for a local community theater. We had posters all over town, both supermarkets, half the business windows on main street, three articles in our local paper plus announcements every issue in their Community Calendar, there was a twenty minute interview program on the local radio station -- all the kinds of things this book talks about. The play was a great success, both performances sold out, standing ovations for the performers. Afterwards a great number of people came up and said, "I heard you put on a play, I didn't know anything about it, tell me about it when you do another." What possible good would advertising do?
If I had run a few thousand dollars of advertising do you think any of these people would have noticed? If they didn't read the articles, see the calendar or tune in the radio. What else could I have done?
Marketing now is a different matter. We marketed, it worked. We paid very little money out. Did we do everything the book said? No. We didn't do internet for instance. This was a local play to a local audience in the back room of a local restaurant. The book talks about the internet. And yes, I have to agree the internet is excellent for some kinds of marketing, not for every situation. A small business with a specialty product for which you couldn't possibly find enough customers in a local community couldn't do better than the net. Example -- crystal radio kit. You might could sell one in our little town. You could make a business of selling them world wide.
Great book. If you're just starting out or need to improve marketing the ideas expressed here can be agreat help.

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Make your business stand out without the cost of advertising!The best marketing you can do for your business is to concentrate on creating a high-quality operation that customers, employees and other businesspeople will trust, respect and recommend.Marketing Without Advertising teaches small business owners practical strategies to:# encourage customers to spread the good word about your business# attract new customers and gain their trust# turn dissatisfied customers into loyal supporters# list your products or services widely and inexpensively# plan marketing events that will keep customers involved# encourage the media to comment positively on your businessThe 6th edition is completely rewritten with and updated with real world examples and resources. It also discusses the latest marketing trends, such as international Internet marketing and blogs. --This text refers to the Paperback edition.--This text refers to the Kindle Edition edition.

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Customer Worthy: Why and how everyone in your organization must Think Like a Customer Review

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(More customer reviews)While everyone talks about a new marketing model, Hoffman defines what needs to be done to make that happen. Some marketing professionals will hate it, as it requires more effort, continual follow-through, and repeated and critical self-assessment to be successful. Customer Worthy defines the metrics to ensure that every "customer facing" group, from the internet, to order entry through shipping and service is proactively involved. Lastly, every customer interaction point owill be monitored, measured and qualified to ensure organizational alignment and ownership for the the customer relationship.

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Your company's internal measurements might look fine but customer and contact flow may reflect disengaged and indifferent customers. The result is revenue decline and business erosion. Companies that cannot monitor contact data are continually surprised by revenue shortfall, inventory outages, cost overruns, and diminished customer satisfaction. Traditional financial measures lag too far behind customer activities to be effective for timely decision-making. In this forward-thinking approach, Hoffman challenges companies to critique every business decision using one simple, inarguable criterion, Is it Customer Worthy? Customer Worthy shows marketers how to leverage new and future technologies and explains "marketing" to technologists and other management disciplines. Hoffman delves into customer experience as the most critical and under-used company asset. He shows how to thread persuasion and innovation through every customer contact across advertising, marketing, sales, operations and customer service. In this groundbreaking book, Michael Hoffman explains how to use what he calls the CxC Matrix to craft each customer experience, contact by contact, to script the best business outcome. The CxC Matrix exposes untapped marketing opportunities resident in every company in every medium. Hoffman delivers a process to visualize, analyze, monetize and optimize every customer opportunity. Hoffman is a software development and management consultant focused exclusively on technology, analytics, and services that deliver businesses optimum yield per customer.Recommended for chief information officers, chief operating officers, CMOs, marketing directors, brand managers, marketing operations managers, and customer experience managers.

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The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience Review

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(More customer reviews)Really didn't like the book. It's easy to say do all these great things, it's another matter to know how to implement the strategies. The author focused on the results (which are obvious) rather than the process (much harder). Also, the style of the book was really hard to follow. Overall, to me this was a waste of my money compared to other books I've read on the subject of delivering "Amazing" to the customer.

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From the New York Times and Wall Street Journal Bestseller...Customer service isn't a department--it's a philosophy that includes every person and aspect of the best and brightest companies.In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer, Shep Hyken delivers seven powerful strategies that any organization can implement to create greater customer and employee loyalty:
Membership: What if you treated the people you serve like members instead of customers?
Serious FUN: What if your employees felt a sense of fulfillment and enjoyment that made them loyal to you and your customers?
Partnership: What if your customers thought of you as a partner rather than just another vendor?
Hiring: What if you could implement innovative hiring processes to support your customer-service mission?
The After-Experience: What if you could create a memorable, positive experience after someone did business with you?
Community: What if you could create a community of evangelists--loyal customers who brag about you to their friends and associates?
Walking the Walk: What if every person in your company didn't just deliver, but lived and breathed your vision for amazing customer service?
Hyken shares more than one hundred insightful examples from fifty role-model companies that prove these strategies can and should be implemented immediately--by any organization, large or small.Corporate and industry clients from all over the world have tapped into the simple and direct strategies of Shep Hyken. Now you can use his advice to build a successful, customer-focused organization and start your own Amazement Revolution!#11 New York Times Bestseller#3 Wall Street Journal Bestseller#1 USA Today Bestseller

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