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From the Publisher
The focus and attentiveness that are common when a business has only a few customers tends to slide when the customer roster begins to multiply. Employees stop signing their thank-you notes by hand. Managers busy themselves with paperwork rather than coming out to greet even longtime customers and are certainly nowhere to be found if a customer conflict erupts and needs smoothing over. Is such lowering of standards inevitable? In Ignore Your Customers (and They’ll Go Away), Solomon spells out, step by step, how to craft a customer culture and customer experience so powerful that they’ll transform your organization and boost your company’s bottom line. Clever, witty, and oftentimes laugh-out-loud funny, this superbly enjoyable read will help you avoid the missteps that lead to alienated customers and show you the positive steps that will put you on track to surpass your competition.
AUTHOR BIO
Micah Solomon is a leading authority on the customer experience and company culture, entrepreneurship, leadership, and innovation. He’s an author, consultant, and constantly-on-the-road keynote speaker domestically and abroad. His books have been translated into more than a half-dozen languages and are the recipients of multiple awards. Micah is a regular contributor to Forbes.com and Inc.com and his expertise has been featured in ABC, CBS, CNBC, the Washington Post, the New York Times, Harvard Business Review, and Bloomberg BusinessWeek.
Learn how to create an ideal state at your company where the answer to any customer question is expected to be yes.
Understand how the customer experience is evolving through emerging technology and how to meet the new expectations.
Learn how customer bellwether brands like Virgin and Drybar have maintained a customer-centric culture despite experiencing rapid growth.
Use proven turnaround methodologies to make effective and lasting customer transformation at your own company.
Daniel H. Pink, author of When and Drive
“Micah Solomon has cracked the code of world-class service. Ignore Your Customers (And They’ll Go Away) will guide your transformation in putting the customer first.”
Herve Humler, Co-founder and Emeritus Chairman, The Ritz-Carlton Hotel Company
“Micah Solomon is my go-to expert on exceptional building a customer-focused culture. In Ignore Your Customers (And They’ll Go Away), he reveals the secrets of how anyone, in any industry, can get a leg up on creating both-and he does so with his humor, business sense, and clear eyesight.”
Frankie Littleford, JetBlue Airways Vice President, Customer Support Experience, Operations and Recovery
“This unique book distills Micah Solomon’s long-tenured customer consulting career through the lens of some of the greatest companies of our time. You will benefit greatly, as we have here at JetBlue.”
Danny Meyer, CEO, Union Square Hospitality Group; Founder, Shake Shack; Author, Setting the Table
“Customer experience can make or break your success. Ignore Your Customers (And They’ll Go Away) is an invaluable playbook for how to prioritize what matters: your employees, your customers, and the virtuous cycle that keeps them both coming back for more.”
Publisher : HarperCollins Leadership (August 24, 2021)
Language : English
Paperback : 240 pages
ISBN-10 : 1400214955
ISBN-13 : 978-1400214952
Item Weight : 6.4 ounces
Dimensions : 5.52 x 0.66 x 8.4 inches
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