Customer service has been turned upside down by the self-sufficiency and immediacy of shopping and buying products and services on the web. Our self-help culture has been transformed into a self-service culture with customers able and willing to do much more for themselves. We are becoming accustomed to the benefits and good feelings that we experience online through automated buying experiences that can be customized and personalized to our schedules, locations, buying patterns, and desires. More than ever before, the transactional relationship between the seller of products and the buyer of those products is critical to companies' overall profitability. In this increasingly transparent world where so many products and services are viewed by consumers as commodities, providing exceptional customer service becomes the only sustainable competitive advantage for creating customer loyalty. The harsh economic realities that every business faces today and for the foreseeable future make this even truer. BAM Is a no nonsense book that teaches companies why they want to deliver effective customer service in this self-service world and how to do it The book debunks the 20 common myths of customer service-from "The customer is always right" to "Customer service means the same thing to everyone," to "Companies achieve customer service by under-promising and over-delivering"-myths that too many companies use automatically to run their customer service practices and policies without ever questioning them. BAM replaces myths with a tactical approach that shows companies how to make more money through attitudes and actions that will help their customers feel satisfied in good times or bad. Creating satisfied customers is the only enduring competitive advantage left in a world market where virtually everything is a commodity. Forget the customer service platitudes. The only reason a company should offer excellent customer service is because it will make money for the business.

The best way to debunk myths about start-up business is to tell the truth: You have to be crazy to start a business. Entrepreneurs live at the complex intersection of business, financial health, physical well-being, spiritual wholeness, and family life. Tidbits of insight will vaporize isolation, encourage self-reflection, and refresh the spirit of anyone running their own business.

Praise for "Bounce!"

"Bounce ! will transform fears into confidence and define your own brand of success. Brilliant!"
--DR. JOE VITALE, author of The Attractor Factor

"Moltz shows us that when we recognize failure as simply part of any business experience and approach it with humility and endurance, we can all have the true confidence we need for future success."
--MICKEY KONSON, Vice President, Small Business Solutions, Capital One

"Bounce! is about how to build long-term business confidence through success and failure. Moltz captures the essence of resiliency by helping businesspeople learn from all of the business outcomes they experience over their career."
--ALAN A. BROWN, Executive Vice President, Nuveen Investments

"Thank you, Barry Moltz, for getting past the 'you can turn it around' cheerleading and the 'failure is your teacher' balms that are supposed to somehow ease our pain when we hit bottom in spite of our best efforts. Thank you for taking a hard, honest, and often humorous look at failure for what it really is, and most of all for providing some real practical advice for getting through it."
--SCOTT ALLEN, About.com, A New York Times Company

"Read this book--twice. Then give it away. Because you will forever know how to bounce with any challenge, crisis, or failure. In fact, this book really is about your next great success."
--MICHAEL PORT, author of Book Yourself Solid

"Can you Bounce? This is the book about the inevitable failures we all will experience and how we can best survive them. Moltz offers no false hope . . . just real tools for developing the resilience needed for sustained success."
--STEVEN S. LITTLE, authorof the bestseller The 7 Irrefutable Rules of Small Business Growth

"Afraid of failure? Just Bounce!"
--DANIEL H. PINK, author of A Whole New Mind