Listen Up!
Karen Mangia
- 26 november 2020
- 9781119723851
Samenvatting:
Praise for LISTEN UP!
"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." Arianna Huffington, founder and CEO of Thrive Global, cofounder of The Huffington Post
"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." Michael Feinstein, five-time Grammy Award nominated musician and founder of the Great American Songbook Foundation
"Powerful and insightful: this book will teach you how to stop thinking about your customers, and through deep listening, start thinking like your customers." Tony Rodoni, Executive Vice President, Customer Experience, Salesforce
"I always say, 'Simple is the new sexy' and simply put, if you want to make your business better, it's time to Listen Up! 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." Brant Pinvidic, Producer of Pawn Stars, Bar Rescue, and The Biggest Loser, author of the bestselling book, The Three-Minute Rule
"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." Nick Mehta, CEO of Gainsight, coauthor of The Customer Success Economy
"If you're an executive looking to grow your relationships with customers, Listen Up! 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." Carmen Simon, PHD, Chief Science Officer at Corporate Visions and author of Impossible to Ignore
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.