This is a proven blueprint for raising customer scores in the on-demand economy. The breakthrough method does NOT focus on WOWing customers but rather eliminating the POW moments in every transaction. As a customer coach Ross Shafer has developed a systematic approach to raising customer engagement scores that works with CES, CSAT, CX, VOC, and NPS metrics. Any organization can learn this within minutes because the language is simple and the program works every time. The core principles of this method is understanding the goal of this system is to eliminate disappointments and failures. Customers interpret less disappointments as less friction and more convenience. A friction-free experience for the customer is what generates loyalty...NOT delighting the customers with imaginative discounts or gifts. Get this book for every employee and you'll see your customer culture change within days.

About the Author

Ross Shafer flipped cars at 13. He flipped houses at 17. He started flipping businesses at 24. Ross has been a lifelong entrepreneur who is fascinated by who succeed, who fails, and why? Ross believes there is a science for being successful at anything. He proved that when he studied the metric of success at stand-up comedy. Using a system, he won an international comedy competition. That success led to a career as a concert entertainer and an Emmy winning local and network TV host for NBC, CBS, ABC, and USA network. Today, Ross is a popular keynote speaker and consultant. He has written (9) books on his experiences in leadership, motivation, and customer care, written and produced (14) HR Training films, and he hosts a weekly YouTube video blog (the Relevant Leaders Club) to offer advice and encouragement to small, medium, and Fortune 500 business leaders.

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