Details

Listen Up!


Listen Up!

How to Tune In to Customers and Turn Down the Noise
1. Aufl.

von: Karen Mangia

16,99 €

Verlag: Wiley
Format: EPUB
Veröffentl.: 20.10.2020
ISBN/EAN: 9781119723875
Sprache: englisch
Anzahl Seiten: 192

DRM-geschütztes eBook, Sie benötigen z.B. Adobe Digital Editions und eine Adobe ID zum Lesen.

Beschreibungen

<p><b>There’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.</b> </p> <p><i>Listen Up!: How to Tune In to Customers and Turn Down the Noise </i>teaches 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.  </p> <p><i>Listen Up! </i>features discussions about:<br /><br />How to go beyond the survey: best practices associated with customer understanding, customer experience, and customer service</p> <ul> <li>How to move from deep listening to data-based insights into customer behavior</li> <li>The statistics and stories behind companies, organizations, and even city governments that have created a customer-centric culture</li> <li>How powerful new questions can offer a fresh perspective into any customer, anywhere: empowering your customer-facing teams, including sales teams, in the current market</li> <li>Winning greater mindshare, and market share, with a fresh look at the future of customer service, customer success, and customer satisfaction</li> </ul> <p>Perfect for anyone in a leadership or management role in a customer-facing organization, including sales teams, business development leaders and marketing professionals, <i>Listen Up!</i> 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.</p>
<p>Foreword xiii</p> <p><b>Chapter 1 The Breakdown Before the Breakthrough 1</b></p> <p>How Do I Manage This Crisis? 2</p> <p>Recovery and Resilience 3</p> <p>Serving at a Higher Level 4</p> <p>The Breakdown Leads to a Breakthrough 4</p> <p><b>Chapter 2 Don’t Bet on Your Blind Spots 9</b></p> <p>How “What If?” Became, “Why Not?” 9</p> <p>Would you be willing to bet your business—or your career—on a single number? 10</p> <p>The Challenge: We’re asking the wrong questions—and we’re asking the wrong questions of the wrong people 11</p> <p>The Greatest Nightmare Any CEO Can Face 12</p> <p><i>Never Again </i>14</p> <p>Are you willing to do what it takes to retain 100 percent of your customers? 15</p> <p>Decrease Distance Between Your Home Office and the C-Suite: First Steps 18</p> <p><i>Be Selective </i>18</p> <p><i>Why Stop at One? </i>18</p> <p><b>Chapter 3 The Beginner’s Mindset 21</b></p> <p>A False Sense of Security 23</p> <p>Listening is the First Step in Decision Making 25</p> <p><b>Chapter 4 Big Impact 27</b></p> <p><b>Chapter 5 When Organizations are Out of Alignment 37</b></p> <p>Action is Where Mantras and Missions Come to Life 39</p> <p>How often does your customer feedback tell you what you want to hear rather than what you need to know? 40</p> <p>If you consistently achieve your customer experience improvement targets, are you measuring what matters to your customers? 40</p> <p>Do perfect scores alert you to risks? Competitive threats? When a customer is about to leave you? New engagements or sales opportunities? 41</p> <p>How often are you interested in your customers’ feedback, rather than invested? 43</p> <p><b>Chapter 6 Defining the Digital Divide 47</b></p> <p>You are Not Alone 49</p> <p>People Before Process 50</p> <p>How Big is Tourism in Amsterdam? 51</p> <p>Transportation Considerations 52</p> <p>Redefining Crowdsourcing 52</p> <p>A Single Signal is Effectively False 53</p> <p><b>Chapter 7 Better Questions, Better Answers 59</b></p> <p>Out of the Mouths of Babes 62</p> <p><b>Chapter 8 Got Genius? 71</b></p> <p>Moving Day: Entering the Unknown 72</p> <p>Finding Genius 74</p> <p><b>Chapter 9 Genius, Revealed 83</b></p> <p>Myth #1: Customers Demand Quick Answers and Short Call Duration Times 87</p> <p>Myth #2: The Survey is the Solution 87</p> <p>Myth #3: “Ease of Doing Business” is an Operations Play, so Attacking It Like a Project is Best 88</p> <p><i>EODB is Not a Project, It’s a Purpose </i>88</p> <p><i>Go Beyond the Survey </i>89</p> <p>Myth #4: Customer Support is about Resolving Complaints 90</p> <p><i>Exec Listening Creates New Results </i>90</p> <p><i>From Black Hole to Above Goal in 88 Days </i>91</p> <p>Myth #5: We don’t Have the Resources to Transform Our Customer Experience/Customer Support Right Now 93</p> <p>Myth #6: Great Customer Support is about Agent Knowledge, Productivity, and Extensive Training 93</p> <p><i>Make It Easier on Yourself </i>94</p> <p>Myth #7: The Process is the Solution 96</p> <p><b>Chapter 10 The Secret Sauce 97</b></p> <p>What Happens When Ego Enters the Conversation 100</p> <p>What’s Necessary Isn’t Always Easy 100</p> <p><b>Chapter 11 Dealing with Disruption 111</b></p> <p>A New Destination 115</p> <p>The Right Players at the Right Time 117</p> <p><b>Chapter is How to Win 121</b></p> <p>The Customer Advisory Board 123</p> <p>Press Pause on PowerPoint 124</p> <p><b>Chapter 13 Moving at the Speed of the Customer 129</b></p> <p>The Value in Bias 130</p> <p><i>Lack of Knowledge </i>131</p> <p><i>Misinformation Endorsement </i>131</p> <p>Why You Have to Earn the Customer 135</p> <p>Owning the Journey 135</p> <p>New Value, New Solutions 136</p> <p>Human-Centered Design 139</p> <p><b>Chapter 14 Look Who’s Talking 141</b></p> <p>Finding Value 143</p> <p>A Match Made in Heaven 144</p> <p>The Customer Experience Assessment 144</p> <p>Building the Relationship 149</p> <p>Community Kills Competition 153</p> <p><b>Chapter 15 Moment of Signal 155</b></p> <p>Restoring Hope 156</p> <p>About the Author 161</p> <p>Acknowledgments 163</p> <p>Index 167</p>
<p><b>KAREN MANGIA</b> is Vice President, Customer and Market Insights at Salesforce, where she engages current and future customers around the world to discover new ways of creating success and growth together. She has been featured in <i>Forbes</i> and regularly writes for the over 42,000+ employees of Salesforce—an ecosystem that reaches over 3 million people worldwide. She is the author of <i>Working From Home: Making the New Normal Work for You</i> and<i> Success With Less: Releasing Obligations & Discovering Joy.</i>
<p>Praise for <b>LISTEN UP!</b> <p>"Great leaders know that strong relationships and meaningful connections begin with listening. This book provides the tools to turn down the noise and listen to your customers in ways that will help move your business forward."</br> <b>—Arianna Huffington,</b> founder and CEO of Thrive Global, cofounder of <i>The Huffington Post</i> <p>"Listening is where it all begins. The same thing that makes a great song can make a great company. What makes the music meaningful is listening to it. Read this book, and you will hear how you can help your customer to create something powerful and unforgettable."</br> <b>—Michael Feinstein,</b> five-time Grammy Award nominated musician and founder of the Great American Songbook Foundation <p>"Powerful and insightful: this book will teach you how to stop thinking about your customers, and through deep listening, start thinking like your customers."</br> <b>—Tony Rodoni,</b> Executive Vice President, Customer Experience, Salesforce <p>"I always say, 'Simple is the new sexy' and simply put, if you want to make your business better, it's time to <i>Listen Up!</i> You can lead your audience to want and desire your offering when you understand exactly what they want and need. That is the strongest possible structure for connecting to your clients and your audience."</br> <b>—Brant Pinvidic,</b> Producer of <i>Pawn Stars, Bar Rescue,</i> and <i>The Biggest Loser,</i> author of the bestselling book, <i>The Three-Minute Rule</i> <p>"Powerful ideas for turning customer service into customer success. Karen fills the pages with powerful personal stories and unflinching corporate examples of companies that aren't afraid to push the envelope when it comes to customer loyalty, service, and success."</br> <b>—Nick Mehta,</b> CEO of Gainsight, coauthor of <i>The Customer Success Economy</i> <p>"If you're an executive looking to grow your relationships with customers, <i>Listen Up!</i> must be on your bookshelf. Karen's philosophy on the pillars of customer success translates into a powerful playbook, offering business leaders practical tools to engage customers in a meaningful way."</br> <b>—Carmen Simon, P<small>H</small>D,</b> Chief Science Officer at Corporate Visions and author of <i>Impossible to Ignore</i>

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