Listen Up!: How to Tune In to Customers, Turn Down the Noise

  • 7h 34m 57s
  • Karen Mangia
  • Gildan Media
  • 2020

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 reveals 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; and winning greater mindshare, and market share, with a fresh look at the future of customer service, customer success, and customer satisfaction.

In this Audiobook

  • Chapter 1 - The Breakdown Before the Breakthrough
  • Chapter 2 - Don't Bet on Your Blind Spots
  • Chapter 3 - The Beginner's Mindset
  • Chapter 4 - Big Impact
  • Chapter 5 - When Organizations are Out of Alignment
  • Chapter 6 - Defining the Digital Divide
  • Chapter 7 - Better Questions, Better Answers
  • Chapter 8 - Got Genius?
  • Chapter 9 - Genius, Revealed
  • Chapter 10 - The Secret Sauce
  • Chapter 11 - Dealing with Disruption
  • Chapter 12 - How to Win
  • Chapter 13 - Moving at the Speed of the Customer
  • Chapter 14 - Look Who's Talking
  • Chapter 15 - Moment of Signal