iyc_book

Ignore Your Customers
(and They'll Go Away)

The Simple Playbook for Delivering The Ultimate Customer Service Experience

New from HarperCollins Leadership

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About the Author

Customer Service Expert Micah Solomon

Micah Solomon is a bestselling author, consultant, and keynote speaker. A thought leader and expert on customer service, company culture, customer experience, innovation, entrepreneurship, and intrapreneurship, Micah is a regular contributor to Forbes.com and Inc.com and his expertise has been featured in Bloomberg BusinessWeek, Harvard Business Review, ABC, CBS, and NBC.

Micah's broad expertise touches on hospitality, retail, automotive, business to business (B2B), internal customer service, the patient experience in healthcare, manufacturing, technology, banking, financial services, and government.

Discover how to create exceptional customer service and a superior customer experience, learning from the greatest companies of our time.

When it comes to delivering great customer service and customer experience, many companies miss the mark. But there’s no reason this should include you and your company. Ignore Your Customers (and They’ll Go Away) spells out, step by step, how to craft a customer service culture and customer experience so powerful that they’ll transform your organization and boost your company’s bottom line.

You’ll enjoy inspirational, often hilarious, tales from the trenches as author Micah Solomon, one of the world’s best-known customer service consultants, relates hands-on adventures about assessing and improving customer service in various industries.

You’ll spend time behind the scenes with Zappos CEO Tony Hsieh and discover how the company delivers “wow” customer service. From Richard Branson, you’ll learn how Virgin brands deliver authentic customer service (avoiding what Branson calls “Stepford Customer Service”) and Branson’s secrets for turning social media attackers into brand promoters.

Drawing on a wealth of stories personally assembled from today’s most innovative and successful companies, including Amazon, Cleveland Clinic, Drybar, USAA Insurance, and The Ritz-Carlton Hotel Company, Solomon reveals what it takes to turn a ho-hum customer interaction into one that drives customer engagement and lifelong loyalty.

What People Are Saying

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"Micah Solomon has cracked the code of world-class customer service. Ignore Your Customers (And They'll Go Away) will guide your transformation in putting the customer first."

Daniel H. Pink

Author of When and Drive
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"A great guide to turning your customer service around."

Tony Hseih

CEO of Zappos, New York Times bestselling author of Delivering Happiness
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"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."

Danny Meyer

CEO, Union Square Hospitality Group
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"Micah Solomon is my go-to expert on exceptional customer service and 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 trademark humor, business sense, and clear eyesight."

Herve Humler

Co-founder and Emeritus Chairman, The Ritz-Carlton Hotel Company
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"At a time when customer service seems like a dying art, Micah Solomon delivers the perfect book for anyone who cares about the work."

Seth Godin

Author, This is Marketing
Tom Feeney - Safelite Auto Glass

"It's been our experience at Safelite AutoGlass, year after year, that following the game plan Micah lays out in these pages can lead to doubling, even tripling, of our financial success metrics, even in the face of challenging economic times and factors."

Tom Feeney

President and CEO, Safelite AutoGlass
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"This unique book distills Micah Solomon's long-tenured customer service consulting career through the lens of some of the greatest companies of our time. You will benefit greatly, as we have here at JetBlue."

Frankie Littleford

JetBlue Airways' Vice President, Customer Support Experience, Operations and Recovery
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