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Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience

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4.82  ·  Rating details ·  22 ratings  ·  18 reviews
Discover how to create exceptional customer service and a superior customer experience, learning from the greatest companies of our time.

When it comes to delivering great customer service and customer experience, many companies miss the mark. But there’s no reason this should include you and your company. Ignore Your Customers (and They’ll Go Away) spells out, step by
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Hardcover, 240 pages
Published January 14th 2020 by HarperCollins Leadership
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Sarah Gilstrap
Jan 25, 2020 rated it it was amazing
As a Certified Patient Experience Professional (CPXP), I'm always looking for new books to recommend to colleagues working to improve the patient, family, provider and employee experience in care settings. Micah is a thought leader in the customer experience (CX) space so I knew this would be a great read, and my expectations were exceeded by his attention to delivering practical tactics to use TODAY.

A few highlights I especially appreciated:

1. He spent a surprising amount of time discussing the
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Scott McCormick
Jan 15, 2020 rated it it was amazing
Micah Solomon is such a breezy and engaging writer that I’ll often sit down with every intention of reading for just a few minutes only to suddenly realize I’m halfway through the book and I should really put it down to get to the rest of my work, but oh what the hell, I’m already halfway done, I might as well keep reading. And then I spend the next several days silently critiquing every customer interaction I have with … well, with everyone (sorry family). It’s like when I used to play Tetris ...more
Yana Fayer
Jan 14, 2020 rated it it was amazing
Micah Solomon’s “Ignore your customers (and They’ll Go Away) offers a simple and easy to read answer to the challenging question “how do I keep my customers?” It is much more cost effective to keep a customer than it is to have a sales representative find a new customer, or a marketer to come up with a strong marketing campaign to entice people to buy from you.

That being said, many organizations do not hold customer facing roles with such esteem as they do sales roles. Therefore, they invest
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Kimberly Rotter
Jan 22, 2020 rated it it was amazing
I received this book as a gift and I'm so glad I read it. The book really hits its target. My business is based on contracts that generally do not last more than two years. Keeping customers longer and gaining referrals are two primary goals of mine. This has given me quite a few keys to unlock those possibilities.

The author establishes high credibility right up front with a forward and a preface written by leaders of large, competitive companies (Safelite AutoGlass and JetBlue).

Then, it's
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Ila Atkins
Jan 15, 2020 rated it it was amazing
I have to confess, Micah Solomon is on my personal Mount Rushmore – his approach and delivery make the Customer Service and Company Culture genre both approachable and something to strive toward daily… In fact, it’s a perfect example of how he practices what he preaches through his writing --- see Chapter 7 on Eye-Level Customer Service.

The funny part is, after reading so many of Micah’s previous books and even though I am an avid fan – I was curious how he was going to bring me something new
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Steve Bullington
Jan 02, 2020 rated it it was amazing
Everyone talks about the Experience Economy but how do you move your organization successfully into this new world? @Micah Solomon's new book "Ignore Your Customers and They'll Go Away" is the perfect primer for you and your team to define what Customer Experience is for your customers, your employees and your organization.

Micah has created a roadmap and a guidebook for you and your team to play out how your organization can define and execute your transformation. Each chapter is filled with
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SETH GOLDMAN
Jan 24, 2020 rated it it was amazing
Ignore Your Customers is informative, helpful, and like all of Solomon's books, easy to read and digest. He has an easy conversational style in his writing that makes it feel like he is sharing stories with you over a drink. The book never gets dry or didactic. An excellent feature is the suggestion to read it in groups at work, and there are chapter recaps and even questions to discuss among the team that is reading it together. I've read all of his books, and they are all very worthwhile, as a ...more
Marilyn Suttle
Jan 08, 2020 rated it it was amazing
If you want to keep your customers coming back, you must read this book. Micah Solomon covers much more than the basics we come to expect in a customer service book. He gives you insider secrets on topics like talent management, diversity and inclusion, the realities of our tech-driven world, and so much more. Filled with compelling stories from successful companies (and Micah's own brand of humor) this book also gives you end-of-chapter cheat sheets for quick reference. Plus a reading guide to ...more
Cary Wheeland
Jan 15, 2020 rated it it was amazing
Micah Solomon follows up his other wonderful books, Exceptional Service, Exceptional Profit, Your Customer is the Star and The Heart of Hospitality, with another great book that is a culturally current, A-Z Guide to providing simply exceptional, authentic customer service: Ignore Your Customers And They'll Go Away.
Micah's personal insights, and the principles he outlines that every staffer should be trained in, along with his sharing of insights from people like Tony Hsieh and Richard Branson
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Katherine Kalthoff
Jan 15, 2020 rated it it was amazing
Once again, Micah Solomon has written a comprehensive, easy to understand playbook on how to deliver exceptional customer service. As a patient experience professional, I eat, sleep, and breathe this every day and always look forward to what Micah has to say. I’d love to see this as required reading in hospitals across the country. Humorous, practical, and spot-on, Micah has written a must-have for any industry.
Sofia Goya Outeiriño
Jan 19, 2020 rated it it was amazing
Since I read The Heart of Hospitaly I’m a huge fan of Micah Solomon.

This book hasn’t disappoint me at all, there’s great advice inside. The way Micah explains the concepts is accesible and fun for everybody. I loved that at the end of each chapter you have a recap section with key learning from that chapter. He also includes a section with ideas, questions and tips to share if your reading it in a group, which is a great idea if you want to read it with your team.

I love that he always puts the
...more
Stewart A. Zelman, Ph.D.
Jan 21, 2020 rated it it was amazing
A how-to playbook for getting customer service right Ignore Your Customers (and they'll go away) is a great guide for improving your customer service. In an age where there is more reliance on technology than personal contact, Micah Solomon shows you the importance of the latter, but also how to integrate the latest in tech (including AI) without losing your human focus. Micah uses his experience with small businesses, mid-sized firms, and even Fortune 500 companies in a wide variety of ...more
Colin Taylor
Jan 10, 2020 rated it it was amazing
The title of the book is a truism that we all know and acknowledge, but somehow ignoring customers still takes place in many organizations. Micah Solomon's new book "Ignore Your Customers (and They'll Go Away), takes on this dichotomy directly and offers accessible guidance and instructions that can benefit every customer service organization.
Each chapter is filled with helpful tips, entertaining anecdotes, and a big bonus is the reading guide in each chapter and the Group reading guide is ideal
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Richard Shapiro
Jan 10, 2020 rated it it was amazing
Beginning with the title of Micah Solomon's newest book, Ignore Your Customers.....And They'll Go Away, the reader is provided with stand-alone gems in every chapter on how to provide service that will keep the customer coming back for more. It's truly simple, as Micah spells out, just what to do from how to say yes, instead of no, to appreciating staff (those who deliver the good service) to creating authenticity in your organization. Success stories from companies we all know and love support ...more
Paul Reisler
Jan 26, 2020 rated it it was amazing
I’ve been reading Micah Solomon’s new book, “Ignore Your Customers and They’ll Go Away.” It rings with authenticity. Micah does so much more than walk the walk. He embodies the art of listening to and responding to his customers in a genuine, caring way.

I’m a composer, performer and record producer. I was more than just a loyal customer of his Oasis CD company. I recommended it to all the musicians I knew. Why? Because while all the other companies manufacturing CD’s at the time pretended that
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Teresa Dullaghan
Jan 26, 2020 rated it it was amazing
I stumbled upon an article written by Micah Solomon a few years back, and it was an instant following. His clear and concise logic when speaking about customer service brings a new, fresh simple perspective to customer service that some businesses overlook and continue to miss the mark.

If you are looking for a “simple playbook for delivering the ultimate customer service experience”, his new book, “Ignore Your Customers and They’ll Go Away” is a must have. It is organized, in such a way that,
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Frank Philpot
Jan 21, 2020 rated it it was amazing
It’s long been accepted as an article of faith in the business community that exceptional customer service can be a way for a company to distinguish itself from competitors. But implementing a strategy based on exceptional customer service is not at all clear. Strategies based on pricing, product or promotion are easy to explain and simple to implement. Not easy, but understandable.
It’s easy to point to examples of exceptional customer service but a strategy based on customer service is
...more
Joel
Feb 15, 2020 rated it it was amazing
Shelves: nonfiction
Great Advice and things to think about.
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MICAH SOLOMON (Seattle, WA) has been named by the Financial Post as “a new guru of customer service excellence.” He is a top keynote speaker and consultant on customer service issues, the customer experience, and company culture. A successful entrepreneur, he coauthored the bestselling Exceptional Service, Exceptional Profit. His expertise has been featured in FastCompany, Inc. Magazine, Bloomberg ...more