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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Very disappointing. Please don't buy this book
I would not.
The book is a collection of vaguely defined 'real life' examples of where businesses have had successes and failures with customer feedback predominantly based around social media. What frustrated me most was the extremely basic and repetitive nature in which these cases were presented. There is a prevailing attitude of 'this is so obvious' advice throughout the title which all the while is at odds with the severe lack of genuine content which would entitle the authors to dispense such an opinion.
The narrator (although not to be blamed for the books content) reads each passage from what should probably have been titled as the 'customer feedback social media bloopers' section with irritating glee. Incidentally these bloopers make up the majority of the material so strap yourselves in.
I was overwhelmed by the image of two middle aged women crowing (probably over a few glasses of wine) to one another about how modern and techy savvy they are regarding modern forms of customer feedback. Imagine these women lecturing you using jargon ridden language and a literary style similar to newsagents cheap gossip magazines.
My overriding ambition is that no one accidentally purchase this book on the false premise that there may be some content of value within it. This false bounty will instead lead the reader to discover this couldn't be further from the truth. I hope for them to avoid how I felt, duty bound to find a scrap of worth somewhere to make the journey worthwhile.