Pay Attention How to Listen, Respond, and Profit from Customer Feedback [Hardcover]

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!

Acknowledgments xi

Introduction xiii

Chapter 1 Pay Attention to Today’s Customers 1

The Power of Online Megaphones 3

A More Skeptical and Distrustful Customer 5

What Does This All Mean for Your Own Customer Service Strategy? 6

Rising Global Service Expectations 7

The Customer Experience Grid 11

Speed as a Competitive Advantage 14

E-Mail Versus Phone: Which Is Speedier? 15

More Educated Global Customers 16

Five Building Blocks of Service

Quality 18

Reliability 18

Assurance 19

Tangibles 20

Empathy 21