{"product_id":"pay-attention-how-to-listen-respond-and-profit-from-customer-feedback-hardback-9780470563557","title":"Pay Attention!; How to Listen, Respond, and Profit from Customer Feedback (Hardback) 9780470563557","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003ePay Attention!\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003eHow to Listen, Respond, and Profit from Customer Feedback\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eAnn Thomas (Author), Jill Applegate (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9780470563557, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eHardback, published 25 June 2010\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e224 pages\u003cbr\u003e23.1 x 15.8 x 2.3 cm, 0.386 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\u003eMake customer feedback work for your business.\u003c\/p\u003e \u003cp\u003eCustomers 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.\u003c\/p\u003e \u003cp\u003e\u003ci\u003ePay Attention!\u003c\/i\u003e paves the way. Your company wins when you:\u003c\/p\u003e \u003cul\u003e \u003cli\u003eUnderstand Customer Expectations\u003c\/li\u003e \u003cli\u003eEmbrace and implement The RATER Factors\u003c\/li\u003e \u003cli\u003eDefine who you are and what you offer\u003c\/li\u003e \u003cli\u003eBecome E.T.D.B.W. (Easy To Do Business With)\u003c\/li\u003e \u003cli\u003eConnect with your audience in all mediums\u003c\/li\u003e \u003cli\u003eReact appropriately and respond immediately to customer feedback\u003c\/li\u003e \u003cli\u003eRecover sincerely when things go wrong\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eAll you need is to \u003ci\u003ePay Attention!\u003c\/i\u003e\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eAcknowledgments xi\u003c\/p\u003e \u003cp\u003eIntroduction xiii\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 Pay Attention to Today’s Customers 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Power of Online Megaphones 3\u003c\/p\u003e \u003cp\u003eA More Skeptical and Distrustful Customer 5\u003c\/p\u003e \u003cp\u003eWhat Does This All Mean for Your Own Customer Service Strategy? 6\u003c\/p\u003e \u003cp\u003eRising Global Service Expectations 7\u003c\/p\u003e \u003cp\u003eThe Customer Experience Grid 11\u003c\/p\u003e \u003cp\u003eSpeed as a Competitive Advantage 14\u003c\/p\u003e \u003cp\u003eE-Mail Versus Phone: Which Is Speedier? 15\u003c\/p\u003e \u003cp\u003eMore Educated Global Customers 16\u003c\/p\u003e \u003cp\u003eFive Building Blocks of Service\u003c\/p\u003e \u003cp\u003eQuality 18\u003c\/p\u003e \u003cp\u003eReliability 18\u003c\/p\u003e \u003cp\u003eAssurance 19\u003c\/p\u003e \u003cp\u003eTangibles 20\u003c\/p\u003e \u003cp\u003eEmpathy 21\u003c\/p\u003e \u003cp\u003eResponsiveness 22\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Pay Attention to Your Marketing Message 25\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eParticipating versus Observing 26\u003c\/p\u003e \u003cp\u003eFundamentals Are Still Key 27\u003c\/p\u003e \u003cp\u003ePay Attention to Who You Are 27\u003c\/p\u003e \u003cp\u003ePay Attention to Who Your Audience Is 30\u003c\/p\u003e \u003cp\u003eThe Power of Customer Stories 33\u003c\/p\u003e \u003cp\u003ePay Attention to Engaging Your Customers 37\u003c\/p\u003e \u003cp\u003ePay Attention to Walking Your Marketing Talk 44\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 Pay Attention to Preparation 49\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Power of Vision and Purpose 50\u003c\/p\u003e \u003cp\u003eTheory to Action: Creating Standards and Norms 53\u003c\/p\u003e \u003cp\u003eHiring Tactics: Select for Attitude, Train for Skill 55\u003c\/p\u003e \u003cp\u003eModeling Star Performers 56\u003c\/p\u003e \u003cp\u003eTraining and Coaching 58\u003c\/p\u003e \u003cp\u003eInternal Social Networks: Cost-Effective Learning Tools 61\u003c\/p\u003e \u003cp\u003ePay Attention to What’s Rewarded and Measured 62\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 Pay Attention to the Customer Experience 65\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eMake It Personal 66\u003c\/p\u003e \u003cp\u003eSocial Media Plays a Role at Comcast 70\u003c\/p\u003e \u003cp\u003eTaking Problems Seriously 72\u003c\/p\u003e \u003cp\u003eBe ETDBW: Easy to Do Business With 73\u003c\/p\u003e \u003cp\u003eBeing ETDBW Means Considering All Audiences 77\u003c\/p\u003e \u003cp\u003ePayoffs of Being ETDBW 78\u003c\/p\u003e \u003cp\u003eResponsiveness and Reliability: Keys to the Customer Experience 79\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 Pay Attention to New Feedback Channels 85\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eEleven Ways to Listen to Customers 86\u003c\/p\u003e \u003cp\u003ePay Attention to the Ways Customers Speak 93\u003c\/p\u003e \u003cp\u003eEvaluating Feedback 103\u003c\/p\u003e \u003cp\u003eTaking a Closer Look: Glossary of Terms 107\u003c\/p\u003e \u003cp\u003eBusiness Analytics Are Vital 109\u003c\/p\u003e \u003cp\u003eManaging the Moments of Truth 112\u003c\/p\u003e \u003cp\u003eTen Action Steps 114\u003c\/p\u003e \u003cp\u003eMake Your Web Site ETDBW 116\u003c\/p\u003e \u003cp\u003eWeighing the Pros and Cons 119\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Pay Attention to Your Reaction 121\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIgnore at Your Peril 122\u003c\/p\u003e \u003cp\u003eTracking What They’re Saying 124\u003c\/p\u003e \u003cp\u003eTo Engage or Not to Engage? 125\u003c\/p\u003e \u003cp\u003eCreating Integrated Response Systems 130\u003c\/p\u003e \u003cp\u003eTraditional Listening Posts 131\u003c\/p\u003e \u003cp\u003eThree Types of Listening 133\u003c\/p\u003e \u003cp\u003eReacting to Product vs. Service Feedback 135\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Pay Attention to Your Response 137\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAll Eyes on You 138\u003c\/p\u003e \u003cp\u003eCreating Digital Embassies 139\u003c\/p\u003e \u003cp\u003eDell Computer: Engaging via Social Media Is “Everyone’s Job” 141\u003c\/p\u003e \u003cp\u003eRules of Engagement 143\u003c\/p\u003e \u003cp\u003eResponding to Customer Reviews 146\u003c\/p\u003e \u003cp\u003eResponding to Negative Reviews 148\u003c\/p\u003e \u003cp\u003eResponding to Positive Reviews 152\u003c\/p\u003e \u003cp\u003eResponding in Public versus Private 153\u003c\/p\u003e \u003cp\u003eResponding to Customer Suggestions and Ideas 154\u003c\/p\u003e \u003cp\u003eCustomers Helping Other Customers 155\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8 Pay Attention to Recovery 157\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Dollar Impact of Service Breakdown 158\u003c\/p\u003e \u003cp\u003eAn Implied Covenant 159\u003c\/p\u003e \u003cp\u003eWhat Is Service Recovery? 160\u003c\/p\u003e \u003cp\u003eFive Axioms of Effective Service Recovery 161\u003c\/p\u003e \u003cp\u003eAxiom 1: Customers Have Recovery Expectations 162\u003c\/p\u003e \u003cp\u003eAxiom 2: Successful Recovery Is Psychological as Well as Physical: Fix the Person, Then the Problem 162\u003c\/p\u003e \u003cp\u003eAxiom 3: Work in a Spirit of Partnership 166\u003c\/p\u003e \u003cp\u003eAxiom 4: Customers React More Strongly to “Fairness” Failures Than to “Honest Mistakes” 169\u003c\/p\u003e \u003cp\u003eAxiom 5: Effective Recovery Is a Planned Process 170\u003c\/p\u003e \u003cp\u003eSeeing Complaints as a Gift 173\u003c\/p\u003e \u003cp\u003eFix the Process to Reduce Recovery Needs 174\u003c\/p\u003e \u003cp\u003eService Recovery Process 176\u003c\/p\u003e \u003cp\u003eAcknowledge That the Customer Has Been Inconvenienced and Apologize for It 178\u003c\/p\u003e \u003cp\u003eListen, Empathize, and Ask Open-Ended Questions 178\u003c\/p\u003e \u003cp\u003eOffer a Fair Fix to the Problem 178\u003c\/p\u003e \u003cp\u003eOffer Some Value-Added Atonement for the Inconvenience or Injury 179\u003c\/p\u003e \u003cp\u003eKeep Your Promises 180\u003c\/p\u003e \u003cp\u003eFollow-Up 180\u003c\/p\u003e \u003cp\u003eKey Service Recovery Skills 181\u003c\/p\u003e \u003cp\u003eNotes 189\u003c\/p\u003e \u003cp\u003eAbout the Authors 191\u003c\/p\u003e \u003cp\u003eIndex 193\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":52276363919640,"sku":"9780470563557","price":16.29,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9780470563557_239467.jpg?v=1781367449","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/pay-attention-how-to-listen-respond-and-profit-from-customer-feedback-hardback-9780470563557","provider":"Freshly Printed Books","version":"1.0","type":"link"}