The Customer Service Revolution - Horn, Bryan
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The way we do business has changed. Customers are no longer driven by products and services alone. They are experience driven customers who seek meaningful and genuine interactions with the companies they do business with. Many companies have adapted a "too big to fail" mindset and have implemented policies that favor themselves instead of the customers who keep them in business. Employees are treated as money-making machines instead of valued teammates. This has to change. The Customer Service Revolution is packed full of innovating and inspiring stories, and is changing the way companies…mehr

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Produktbeschreibung
The way we do business has changed. Customers are no longer driven by products and services alone. They are experience driven customers who seek meaningful and genuine interactions with the companies they do business with. Many companies have adapted a "too big to fail" mindset and have implemented policies that favor themselves instead of the customers who keep them in business. Employees are treated as money-making machines instead of valued teammates. This has to change. The Customer Service Revolution is packed full of innovating and inspiring stories, and is changing the way companies think about their customers and the employees who make it all happen.
Autorenporträt
Bryan has been a successful financial services manager for the past 16 years within the retail banking and automotive industries. He is a graduate of the world's foremost customer service development programs, including the Ritz Carlton Institute and the Disney Institute. This means Bryan has learned from the best of the best, and has taken those strategies to revolutionize customer experience and corporate culture. Bryan began his career in 2003 as a manager for a local religious bookstore. From there, he has directed organizations large and small, being an advocate for both the customer and the employee. As a financial services manager, Bryan changed the local banking industry with a "relationship first" approach to increasing sales. He has won several prestigious corporate customer service awards from leading financial institutions. Bryan believes it is the perceived failures of life that lead to profound reinvention. Despite being college-educated and graduating at the top of his class, Bryan had some very difficult hands dealt him. He was terminated from a Utah banking institution shortly before Christmas on the grounds of being homeless, believing he could not be trusted around money. Addicted to alcohol and on the verge of suicide, it was this experience that drove Bryan to completely redefine his purpose in life, finding the motivation to rise out of some very dark times. While at this lowest point, desperate and with little money, he took a leap of faith and wrote The Customer Service Revolution: 8 Principles That Will Change the Way Companies Think About the Customer Experience and the Employees Who Work For Them and now has authored Get Your Stuff and Get Out! Why Customer Service Sucks and How We Can Make It Great Again! He founded CX Solutions, a customer experience consulting firm which passionately teaches the level of service given to customers is a reflection of the service rendered upon employees.