{"product_id":"listen-up-how-to-tune-in-to-customers-and-turn-down-the-noise-hardback-9781119723851","title":"Listen Up!; How to Tune In to Customers and Turn Down the Noise (Hardback) 9781119723851","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eListen Up!\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003eHow to Tune In to Customers and Turn Down the Noise\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eKaren Mangia (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9781119723851, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eHardback, published 26 November 2020\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e192 pages\u003cbr\u003e23.1 x 15.8 x 2 cm, 0.363 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003e\u003cp\u003e\u003cb\u003eThere’s one voice that matters more than any other: the voice of the customer.  Learn how to fully understand the number one source of your organization’s prosperity, profits, and productivity.  These actionable insights will help you to better connect with your customers and gain an undeniable lead over your competition.\u003c\/b\u003e \u003c\/p\u003e \u003cp\u003e\u003ci\u003eListen Up!: How to Tune In to Customers and Turn Down the Noise \u003c\/i\u003eteaches readers how to create a customer experience that’s built on listening and designed for engagement. Author and Salesforce executive Karen Mangia has created a practical and comprehensive examination of how best-of-breed companies listen and respond to customer demands—creating a foundation of customer success, loyalty, and brand evolution.  \u003c\/p\u003e \u003cp\u003e\u003ci\u003eListen Up! \u003c\/i\u003efeatures discussions about:\u003cbr\u003e\u003cbr\u003eHow to go beyond the survey: best practices associated with customer understanding, customer experience, and customer service\u003c\/p\u003e \u003cul\u003e \u003cli\u003eHow to move from deep listening to data-based insights into customer behavior\u003c\/li\u003e \u003cli\u003eThe statistics and stories behind companies, organizations, and even city governments that have created a customer-centric culture\u003c\/li\u003e \u003cli\u003eHow powerful new questions can offer a fresh perspective into any customer, anywhere: empowering your customer-facing teams, including sales teams, in the current market\u003c\/li\u003e \u003cli\u003eWinning greater mindshare, and market share, with a fresh look at the future of customer service, customer success, and customer satisfaction\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003ePerfect for anyone in a leadership or management role in a customer-facing organization, including sales teams, business development leaders and marketing professionals, \u003ci\u003eListen Up!\u003c\/i\u003e belongs on the bookshelves of executives, customer service and success employees, and leaders who want to better engage with the one voice that matters most: the voice of the customer.\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eForeword xiii\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 The Breakdown Before the Breakthrough 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHow Do I Manage This Crisis? 2\u003c\/p\u003e \u003cp\u003eRecovery and Resilience 3\u003c\/p\u003e \u003cp\u003eServing at a Higher Level 4\u003c\/p\u003e \u003cp\u003eThe Breakdown Leads to a Breakthrough 4\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Don’t Bet on Your Blind Spots 9\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHow “What If?” Became, “Why Not?” 9\u003c\/p\u003e \u003cp\u003eWould you be willing to bet your business—or your career—on a single number? 10\u003c\/p\u003e \u003cp\u003eThe Challenge: We’re asking the wrong questions—and we’re asking the wrong questions of the wrong people 11\u003c\/p\u003e \u003cp\u003eThe Greatest Nightmare Any CEO Can Face 12\u003c\/p\u003e \u003cp\u003e\u003ci\u003eNever Again \u003c\/i\u003e14\u003c\/p\u003e \u003cp\u003eAre you willing to do what it takes to retain 100 percent of your customers? 15\u003c\/p\u003e \u003cp\u003eDecrease Distance Between Your Home Office and the C-Suite: First Steps 18\u003c\/p\u003e \u003cp\u003e\u003ci\u003eBe Selective \u003c\/i\u003e18\u003c\/p\u003e \u003cp\u003e\u003ci\u003eWhy Stop at One? \u003c\/i\u003e18\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 The Beginner’s Mindset 21\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eA False Sense of Security 23\u003c\/p\u003e \u003cp\u003eListening is the First Step in Decision Making 25\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 Big Impact 27\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 When Organizations are Out of Alignment 37\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAction is Where Mantras and Missions Come to Life 39\u003c\/p\u003e \u003cp\u003eHow often does your customer feedback tell you what you want to hear rather than what you need to know? 40\u003c\/p\u003e \u003cp\u003eIf you consistently achieve your customer experience improvement targets, are you measuring what matters to your customers? 40\u003c\/p\u003e \u003cp\u003eDo perfect scores alert you to risks? Competitive threats? When a customer is about to leave you? New engagements or sales opportunities? 41\u003c\/p\u003e \u003cp\u003eHow often are you interested in your customers’ feedback, rather than invested? 43\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Defining the Digital Divide 47\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eYou are Not Alone 49\u003c\/p\u003e \u003cp\u003ePeople Before Process 50\u003c\/p\u003e \u003cp\u003eHow Big is Tourism in Amsterdam? 51\u003c\/p\u003e \u003cp\u003eTransportation Considerations 52\u003c\/p\u003e \u003cp\u003eRedefining Crowdsourcing 52\u003c\/p\u003e \u003cp\u003eA Single Signal is Effectively False 53\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Better Questions, Better Answers 59\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eOut of the Mouths of Babes 62\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8 Got Genius? 71\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eMoving Day: Entering the Unknown 72\u003c\/p\u003e \u003cp\u003eFinding Genius 74\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9 Genius, Revealed 83\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eMyth #1: Customers Demand Quick Answers and Short Call Duration Times 87\u003c\/p\u003e \u003cp\u003eMyth #2: The Survey is the Solution 87\u003c\/p\u003e \u003cp\u003eMyth #3: “Ease of Doing Business” is an Operations Play, so Attacking It Like a Project is Best 88\u003c\/p\u003e \u003cp\u003e\u003ci\u003eEODB is Not a Project, It’s a Purpose \u003c\/i\u003e88\u003c\/p\u003e \u003cp\u003e\u003ci\u003eGo Beyond the Survey \u003c\/i\u003e89\u003c\/p\u003e \u003cp\u003eMyth #4: Customer Support is about Resolving Complaints 90\u003c\/p\u003e \u003cp\u003e\u003ci\u003eExec Listening Creates New Results \u003c\/i\u003e90\u003c\/p\u003e \u003cp\u003e\u003ci\u003eFrom Black Hole to Above Goal in 88 Days \u003c\/i\u003e91\u003c\/p\u003e \u003cp\u003eMyth #5: We don’t Have the Resources to Transform Our Customer Experience\/Customer Support Right Now 93\u003c\/p\u003e \u003cp\u003eMyth #6: Great Customer Support is about Agent Knowledge, Productivity, and Extensive Training 93\u003c\/p\u003e \u003cp\u003e\u003ci\u003eMake It Easier on Yourself \u003c\/i\u003e94\u003c\/p\u003e \u003cp\u003eMyth #7: The Process is the Solution 96\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 10 The Secret Sauce 97\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWhat Happens When Ego Enters the Conversation 100\u003c\/p\u003e \u003cp\u003eWhat’s Necessary Isn’t Always Easy 100\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 11 Dealing with Disruption 111\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eA New Destination 115\u003c\/p\u003e \u003cp\u003eThe Right Players at the Right Time 117\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter is How to Win 121\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Customer Advisory Board 123\u003c\/p\u003e \u003cp\u003ePress Pause on PowerPoint 124\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 13 Moving at the Speed of the Customer 129\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Value in Bias 130\u003c\/p\u003e \u003cp\u003e\u003ci\u003eLack of Knowledge \u003c\/i\u003e131\u003c\/p\u003e \u003cp\u003e\u003ci\u003eMisinformation Endorsement \u003c\/i\u003e131\u003c\/p\u003e \u003cp\u003eWhy You Have to Earn the Customer 135\u003c\/p\u003e \u003cp\u003eOwning the Journey 135\u003c\/p\u003e \u003cp\u003eNew Value, New Solutions 136\u003c\/p\u003e \u003cp\u003eHuman-Centered Design 139\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 14 Look Who’s Talking 141\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFinding Value 143\u003c\/p\u003e \u003cp\u003eA Match Made in Heaven 144\u003c\/p\u003e \u003cp\u003eThe Customer Experience Assessment 144\u003c\/p\u003e \u003cp\u003eBuilding the Relationship 149\u003c\/p\u003e \u003cp\u003eCommunity Kills Competition 153\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 15 Moment of Signal 155\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eRestoring Hope 156\u003c\/p\u003e \u003cp\u003eAbout the Author 161\u003c\/p\u003e \u003cp\u003eAcknowledgments 163\u003c\/p\u003e \u003cp\u003eIndex 167\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Business \u0026amp; management [\u003ca title=\"See our other books on Business \u0026amp; management\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Business%20\u0026amp;%20management%20%5BKJ%5D%22\"\u003eKJ\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley","offers":[{"title":"Brand New","offer_id":52430901575960,"sku":"9781119723851","price":16.36,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9781119723851_327548.jpg?v=1784765149","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/listen-up-how-to-tune-in-to-customers-and-turn-down-the-noise-hardback-9781119723851","provider":"Freshly Printed Books","version":"1.0","type":"link"}