Ignore Your Customers
(and They'll Go Away)
A Playbook for Building The Ultimate Customer Service Experience
New from HarperCollins Leadership
Discover how to create exceptional customer service and a superior customer experience, learning from the greatest companies of our time.
When it comes to delivering great customer service and customer experience, many companies miss the mark. But there’s no reason this should include you and your company. Ignore Your Customers (and They’ll Go Away) spells out, step by step, how to craft a customer service culture and customer experience so powerful that they’ll transform your organization and boost your company’s bottom line.
You’ll enjoy inspirational, often hilarious, tales from the trenches as author Micah Solomon, one of the world’s best-known customer service consultants, relates hands-on adventures about assessing and improving customer service in various industries.
You’ll spend time behind the scenes with Zappos CEO Tony Hsieh and discover how the company delivers “wow” customer service. From Richard Branson, you’ll learn how Virgin brands deliver authentic customer service (avoiding what Branson calls “Stepford Customer Service”) and Branson’s secrets for turning social media attackers into brand promoters.
Drawing on a wealth of stories personally assembled from today’s most innovative and successful companies, including Amazon, Cleveland Clinic, Drybar, USAA Insurance, and The Ritz-Carlton Hotel Company, Solomon reveals what it takes to turn a ho-hum customer interaction into one that drives customer engagement and lifelong loyalty.
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About the Author
Customer Service Expert Micah Solomon
Micah Solomon is one of the world's leading authorities and hands-on consultants specializing exclusively in customer service, company culture, and the customer experience. He’s been named by The Financial Post “The New Guru of Customer Service Excellence,” and he specializes in creating five-star customer service with an eye toward bottom line results. Micah is a bestselling author, consultant, and keynote speaker, and his books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah is a frequent and prominent contributor to Forbes.com and Inc.com on the subjects of customer service, the customer experience, and company culture, and his expertise has been featured in Bloomberg BusinessWeek, ABC, CBS, NBC, CNBC, and the Harvard Business Review.