Pay Attention!: How to Listen, Respond, and Profit from Customer Feedback

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9780470563557: Pay Attention!: How to Listen, Respond, and Profit from Customer Feedback

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!

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From the Inside Flap:

Your customers are talking about you. Are you listening?

Whether they use social networks, online tools, or a myriad of other media, your customers are reviewing you, rating you, and ranting about you to friends, peers, and perfect strangers. Disappoint your customers with poor service, and they won't take it quietly. Give them a great experience, and they will become powerful and loyal advocates, pointing others your way. Customer interaction today is a whole new ballgame; are you prepared to play and win?

Pay Attention! enables you to successfully navigate today's customer feedback landscape and turn that feedback into your competitive edge. By outlining the complete Pay Attention system, this up-to-the-minute guide gives you a practical, step-by-step

toolbox you can use immediately to achieve top-notch customer interactions.

Get the keys to create winning customer experiences as you:

  • Learn the demands of today's customer

  • Connect with your audience by various online and social media

  • Shape your marketing messages and clearly identify your customer

  • Apply the RATER factors to your business (Reliability, Assurance, Tangibles, Empathy, and Responsiveness)

  • Hire and train excellent customer-contact people

  • Respond effectively to customer reviews and feedback

  • Explore ways to "make it right" when something goes wrong

The fundamental customer-business relationship is changing. The companies that understand and adapt to the new rules will beat the competition and gain market share. Pay Attention! offers a proven system you can use to revitalize the way you approach your customers and customer service while gaining major business insights in the process. The next level of customer interaction, acquisition, and retention awaits you; all you need is to Pay Attention!

From the Back Cover:

Praise for Pay Attention!

"Pay Attention! offers a comprehensive resource for businesses looking to utilize every aspect of customer feedback. A must-read!" -Patrick Leahy, Creative Director, International Marketing, Best Buy

"As believers in the Knock Your Socks Off Service concepts, Pay Attention! adds a dimension we have just begun to tap into. It's a great read with ideas that can be applied at all levels of an organization. Thomas and Applegate have hit another home run!" -Kathy Cohn, Vice President, Business Process, NuCompass Mobility Services Inc.

"Pay Attention! takes readers from start to finish in an easy-to-read, navigable format. This is a real hands-on tool for all types of businesses. Loads of tips, suggestions, and reminders enable organizations in all industries to get the most out of customer interaction and feedback." -Dan Jasper, Director of Public Relations, Mall of America

"Pay Attention! moves customer service well into the twenty-first century. From marketing to recovery, it's a complete read." -Michael Della Penna, Participative Marketing Network and Conversa Marketing

"As social media takes on an ever increasing role in customer service, it's important to listen, no matter what communications channel your customer uses. This new book is a terrific resource designed to enlighten organizations of the power and impact of the customer voice." -Frank Eliason, Senior Director, National Customer Service, Comcast

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