Ignore Your Customers And They’ll Go Away
I just finished a great new book by Customer Experience expert Micah Solomon called Ignore Your Customers (And They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience. It’s been available for a few months now, and I am way overdue in writing this review. Its available in traditional, Kindle and Audiobook versions.
It really is written like a playbook, a true tactical guide that alternates between case studies and specific actions that the CX practitioner can take. Micah digs into “why” do a certain thing a certain way. It’s not enough to say “Zappos throws AHT (Average Handle Time) out the window and their agents can yammer on for hours.” Implementing that without context could be disastrous for your own operation. Zappos does it for a very specific reason and Micah explans why it works for them and how it fits with their brand.
He also goes beyond the contact center. Drybar, a chain of beauty salons has a well defined customer experience strategy delivered in person. Unlike a lot of customer experience discussions, Ignore Your Customers is as useful outside of the contact center as in.
To summarize, the book is a great guide on how to create exceptional customer service consistent with your own brand, go-to-market strategy, and corporate values. Whether you are Amazon.com or Nordstrom’s all of these need to be in-sync and what works for one may not be appropriate for another. Ignore Your Customers is a great, concise guide and a quick read at only 240 pages, print edition.