Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience

by Micah Solomon

Overview

The ultimate 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. This book gives a step-by-step plan 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 and 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.

In Ignore Your Customers (and They'll Go Away), you will find:

• Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company.
• A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture.
• Case studies and anecdotes from the great customer-centric companies of our time.

Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable.

Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty.

Product Details

ISBN-13:	9781400214952
Publisher:	HarperCollins Leadership
Publication date:	08/24/2021
Pages:	240
Sales rank:	112,826
Product dimensions:	5.50(w) x 8.35(h) x 0.70(d)

About the Author

Micah Solomon is one of the world’s leading authorities on customer service, company culture, and the customer experience. He’s a bestselling author, customer service consultant, and popular keynote speaker. Additionally, he’s a frequent contributor to Forbes and has been featured in The Washington Post, The New York Times, Harvard Business Review, as well as on ABC and CBS.

Solomon is a business leader and entrepreneur, and he was an early investor in the technology behind Apple’s Siri. His broad expertise includes the hospitality industry, healthcare (patient experience), AI (artificial intelligence), retail, automotive, manufacturing, technology, banking, finance, nonprofit, and government.

Table of Contents

Foreword Tom Feeney Safelite AutoGlass President and CEO xi

Preface Frankie Littleford, JetBlue Vice President of Customer Support, Experience, Operations, and Recovery xiii

Author's Note: The Best Job in the World (Mine!) xv

Introduction: Shoot for the Moon: Why the Highest Level of Customer Service is the Only One Worth Aiming For xvii

Chapter by Chapter: What You'll Learn in This Book xix

Getting the Most from This Book xxi

A Glimpse of the Payoff xxiii

1 Automatic Positivity 1

Reader's Cheatsheet for Chapter 1 9

Reading Group Guide for Chapter 1 11

2 The Secrets of Building the World's Best Customer Service Culture-Yours 13

Reader's Cheatsheet for Chapter 2 33

Reading Group Guide for Chapter 2 37

3 Talent Management: Recruiting, Selecting, and Nurturing the Team Who Will Power Your Success 39

Reader's Cheatsheet for Chapter 3 53

Reading Group Guide for Chapter 3 57

Diversity and Inclusion Notes for Chapter 3 from Michael Hyter, Managing Partner at Korn Ferry and Author of The Power of Inclusion 59

4 The Power of "Wow": Creating Stories that Customers Will Remember-and Spread 61

Reader's Cheatsheet for Chapter 4 79

Reading Group Guide for Chapter 4 81

5 The Experience Means Everything 83

Reader's Cheatsheet for Chapter 5 105

Reading Group Guide for Chapter 5 107

Diversity and Inclusion Notes for Chapter 5 from Jan Jones Blackhurst, Caesars International Board of Directors, former Caesars Vice President for Public Policy and Corporate Responsibility (and the First Female Mayor of Las Vegas) 109

6 Building a Backbone to Support the Smiles 111

Reader's Cheatsheet for Chapter 6 129

Reading Group Guide for Chapter 6 131

7 Stepford Customer Service: Avoiding the Deadly Stigma of Inauthenticity 133

Reader's Cheatsheet for Chapter 7 143

Reading Group Guide for Chapter 7 145

8 It's a Wild, Wild Tech-Driven World (And There's No Turning Back) 147

Reader's Cheatsheet for Chapter 8 165

Reading Group Guide for Chapter 8 169

9 Going Social: How "Word of Thumb" is Changing Your World 171

Reader's Cheatsheet for Chapter 9 179

Reading Group Guide for Chapter 9 181

10 The Cliff of Dissatisfaction 183

Reader's Cheatsheet for Chapter 10 195

Reading Group Guide for Chapter 10 197

II Do You Read Books Backward? (If So, You'll Be Starting Here.) 199

Acknowledgments 201

Notes 203

Index 205

About the Author 213

Editorial Reviews

'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

From the Publisher