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Pay Attention!: How to Listen, Respond, and Profit from Customer Feedback
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 All you need is to Pay Attention!
- GenresNonfiction
224 pages, Hardcover
First published April 15, 2010
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Displaying 1 - 3 of 3 reviews
August 19, 2012
For the most part, this is a great customer service reference.
Pros:
-customer response tactics presented in a understandable, helpful way (the RATER system, etc)
-references to actual market research studies
-tips on hiring quality reps
-examples of solutions from real companies with superior CS ratings
Cons:
-some "duh" statements like "check Facebook and Twitter" (yes, thank you.)
-repetitious advice (okay, okay! I'll look for feedback online!)
-seemed to be geared towards small, physical businesses, e.g. discussed the value of free, fast shipping/returns, checking your reviews on Yelp, etc. It didn't provide as many actionable tips for monitoring feedback at larger companies.
Pros:
-customer response tactics presented in a understandable, helpful way (the RATER system, etc)
-references to actual market research studies
-tips on hiring quality reps
-examples of solutions from real companies with superior CS ratings
Cons:
-some "duh" statements like "check Facebook and Twitter" (yes, thank you.)
-repetitious advice (okay, okay! I'll look for feedback online!)
-seemed to be geared towards small, physical businesses, e.g. discussed the value of free, fast shipping/returns, checking your reviews on Yelp, etc. It didn't provide as many actionable tips for monitoring feedback at larger companies.
December 26, 2010
I think that there are a few companies out there that I've done business with in the last few months who would really benefit from reading this book (Adobe and Alloy.com). To me, it seems like common sense, but it really isn't. Why would a company only offer email contacting? Or make you pay for shipping for an item that you are returning? Because they haven't thought it through and haven't read this book.
November 22, 2013
For the most part, this is a great customer service reference.
Pros:
-customer response tactics presented in a understandable, helpful way (the RATER system, etc)
-references to actual market research studies
-tips on hiring quality reps
-examples of solutions from real companies with superior CS ratings
Cons:
-some "duh" statements like "check Facebook and Twitter" (yes, thank you.)
-repetitious advice (okay, okay! I'll look for feedback online!)
-seemed to be geared towards small, physical businesses, e.g. discussed the value of free, fast shipping/returns, checking your reviews on Yelp, etc. It didn't provide as many actionable tips for monitoring feedback at larger companies.
Pros:
-customer response tactics presented in a understandable, helpful way (the RATER system, etc)
-references to actual market research studies
-tips on hiring quality reps
-examples of solutions from real companies with superior CS ratings
Cons:
-some "duh" statements like "check Facebook and Twitter" (yes, thank you.)
-repetitious advice (okay, okay! I'll look for feedback online!)
-seemed to be geared towards small, physical businesses, e.g. discussed the value of free, fast shipping/returns, checking your reviews on Yelp, etc. It didn't provide as many actionable tips for monitoring feedback at larger companies.
Displaying 1 - 3 of 3 reviews