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. Listen
Up!: How to Tune In to Customers and Turn Down the Noise 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. Listen Up! features discussions
about: How to go beyond the survey: best practices associated with
customer understanding, customer experience, and customer service
How to move from deep listening to data-based insights into
customer behavior The statistics and stories behind companies,
organizations, and even city governments that have created a
customer-centric culture 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
Winning greater mindshare, and market share, with a fresh look at
the future of customer service, customer success, and customer
satisfaction Perfect for anyone in a leadership or management role
in a customer-facing organization, including sales teams, business
development leaders and marketing professionals, Listen Up! 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.
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