Ann Thomas, Jill Applegate

Pay Attention!

How to Listen, Respond, and Profit from Customer Feedback

• Gebundenes Buch

Produktbeschreibung

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!

Produktdetails

• Verlag: Wiley & Sons
• Artikelnr. des Verlages: 14556355000
• 1. Auflage
• Seitenzahl: 224
• Erscheinungstermin: 24. Mai 2010
• Englisch
• Abmessung: 235mm x 157mm x 17mm
• Gewicht: 405g
• ISBN-13: 9780470563557
• ISBN-10: 0470563559
• Artikelnr.: 28240989

Autorenporträt

ANN THOMAS is coauthor of 101 Activities for Delivering Knock Your Socks Off Service and the senior consultant and lead facilitator with Performance Research Associates (PRA) since 1999. Her work focuses on improving service quality, diversity awareness, generational differences, sales, performance management, and professional development. Ann brings nearly thirty years' experience in consulting and training to each of her clients, including Marriott ExecuStay, Accenture, the Securities and Exchange Commission, and many others. Ann is also a member of the faculty for the American Management Association and is a regular presenter for Progressive Business Conferences. JILL APPLEGATE is project manager and client coordinator with Performance Research Associates. She served as right hand to the late Ron Zemke for nearly fifteen years and takes seriously the responsibility of wowing customers. Jill works closely with PRA clients to ensure that their efforts hit the mark. She is also a coauthor of 101 Activities for Delivering Knock Your Socks Off Service.

Inhaltsangabe

Acknowledgments. Introduction. Chapter 1 Pay Attention to Today's
Customers. The Power of Online Megaphones. A More Skeptical and Distrustful
Customer. What Does This All Mean for Your Own Customer Service Strategy?
Rising Global Service Expectations. The Customer Experience Grid. Speed as
a Competitive Advantage. E-Mail Versus Phone: Which Is Speedier? More
Educated Global Customers. Five Building Blocks of Service Quality.
Reliability. Assurance. Tangibles. Empathy. Responsiveness. Chapter 2 Pay
Attention to Your Marketing Message. Participating versus Observing.
Fundamentals Are Still Key. Pay Attention to Who You Are. Pay Attention to
Who Your Audience Is. The Power of Customer Stories. Pay Attention to
Engaging Your Customers. Pay Attention to Walking Your Marketing Talk.
Chapter 3 Pay Attention to Preparation. The Power of Vision and Purpose.
Theory to Action: Creating Standards and Norms. Hiring Tactics: Select for
Attitude, Train for Skill. Modeling Star Performers. Training and Coaching.
Internal Social Networks: Cost-Effective Learning Tools. Pay Attention to
What's Rewarded and Measured. Chapter 4 Pay Attention to the Customer
Experience. Make It Personal. Social Media Plays a Role at Comcast. Taking
Problems Seriously. Be ETDBW: Easy to Do Business With. Being ETDBW Means
Considering All Audiences. Payoffs of Being ETDBW. Responsiveness and
Reliability: Keys to the Customer Experience. Chapter 5 Pay Attention to
New Feedback Channels. Eleven Ways to Listen to Customers. Pay Attention to
the Ways Customers Speak. Evaluating Feedback. Taking a Closer Look:
Glossary of Terms. Business Analytics Are Vital. Managing the Moments of
Truth. Ten Action Steps. Make Your Web Site ETDBW. Weighing the Pros and
Cons. Chapter 6 Pay Attention to Your Reaction. Ignore at Your Peril.
Tracking What They're Saying. To Engage or Not to Engage? Creating
Integrated Response Systems. Traditional Listening Posts. Three Types of
Listening. Reacting to Product vs. Service Feedback. Chapter 7 Pay
Attention to Your Response. All Eyes on You. Creating Digital Embassies.
Dell Computer: Engaging via Social Media Is "Everyone's Job". Rules of
Engagement. Responding to Customer Reviews. Responding to Negative Reviews.
Responding to Positive Reviews. Responding in Public versus Private.
Responding to Customer Suggestions and Ideas. Customers Helping Other
Customers. Chapter 8 Pay Attention to Recovery. The Dollar Impact of
Service Breakdown. An Implied Covenant. What Is Service Recovery? Five
Axioms of Effective Service Recovery. Axiom 1: Customers Have Recovery
Expectations. Axiom 2: Successful Recovery Is Psychological as Well as
Physical: Fix the Person, Then the Problem. Axiom 3: Work in a Spirit of
Partnership. Axiom 4: Customers React More Strongly to "Fairness" Failures
Than to "Honest Mistakes". Axiom 5: Effective Recovery Is a Planned
Process. Seeing Complaints as a Gift. Fix the Process to Reduce Recovery
Needs. Service Recovery Process. Acknowledge That the Customer Has Been
Inconvenienced and Apologize for It. Listen, Empathize, and Ask Open-Ended
Questions. Offer a Fair Fix to the Problem. Offer Some Value-Added
Atonement for the Inconvenience or Injury. Keep Your Promises. Follow-Up.
Key Service Recovery Skills. Notes. About the Authors. Index.