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

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John Wiley & Sons, Apr 15, 2010 - Business & Economics - 240 pages
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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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User Review  - Anietzerck - LibraryThing

I think that there are a few companies out there that I've done business with in the last few months who would really benefit from reading this book (Adobe and To me, it seems like common ... Read full review


Pay Attention to Todays Customers 1
Pay Attention to Preparation 49
Pay Attention to the Customer Experience 65
Pay Attention to New Feedback Channels 85
Pay Attention to Your Reaction 121
Pay Attention to Your Response 137
Pay Attention to Recovery 157

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About the author (2010)

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.

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