All companies agree: they have to serve customers well. In today's digital ecosystem, however, this has been raised to the umpteenth degree. If you ignore your customers on the many different channels they communicate on, they may disappear – forever.
Micah Solomon's book Ignore your customers (and they will go away) hammer this point home. A few weeks ago I reviewed his book and rated it 5 stars. (Read: Reviewing Ignore Your Customers)
And now we are pleased to bring you an exclusive 3-chapter excerpt from his book. Scroll down to the end of this article to get the download link – but let me tell you a little more first.
Solomon has been described by the Financial Post as a "new guru for excellent customer service" and explains what you need to do as a company. Nowadays, customers have a dizzying array of ways to reach you – personal, phone, live chat, email, and website forms. In addition, they can speak on social media channels, online review sites, and even on their own blogs.
How do you get involved with all the touchpoints that exist now? And convey an attitude that helps your company not hurt it?
Micah Solomon is a customer service advisor who has experience with leading brands to represent his case. From Richard Branson to Tony Hsieh, CEO of Zappos, to insights from companies like Amazon, Ritz-Carlton Hotel Company, Cleveland Clinic and others, you will learn how to get in touch with your customers and long-term experiences can collect. Maintaining the term.
In Ignore Your Customers Solomon presents an approach to customer service that he insists on delivering tremendous results. It is also immune to copying, he says:
"What I'm going to challenge you in this book is not easy: building an organization that focuses on your customers in a basic yet sophisticated way. But it will be an incredibly fruitful endeavor that will result in a multi-part payout:
If this last claim, "immune to counterfeiting", sounds far-fetched, let me explain and defend my reasoning. I make this claim because I strongly suspect that if you do the work suggested in this book, you can sleep well knowing that your competition is unlikely to go down and do the same. Although your competition may copy your prices, mimic your innovations, duplicate the look of your website, etc., they are unlikely to provide the vision, energy, and follow-up needed to replicate the customer-centric organization that I & # 39 ; I am here to help you build. "
Solomon advises organizations to develop an "automatically positive" approach – employees who want to automatically answer "yes". Not "no" or "I'm not sure we can do it."
You should convey the following general attitude: "The answer is yes! What was your question now? "
He recognizes that companies cannot always say yes. However, he explains that in such situations there is almost always a way to mitigate the blow and say "no".
Download your 3 free chapters here. (No registration required!)
If you want advice on what to do to build a world-class customer service approach, get it. And if you want advice on this, you will also receive it.
Many thanks to the author, who made this excerpt available with permission.
Photo credit: Micah Solomon
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