Pay Attention

The ability to learn from customer feedback seems increasingly essential and is also facilitated by modern technology. The authors explore the opportunities created by online media in particular. But they don't stop there; they also invite companies to listen carefully - listen and put themselves in the customer's shoes. How can you be more attentive to the customer's signals? How can you decipher the customer's objections and impatience? How can you be more attentive to the customer's moods? All these essential components of the experience perceived by the customer determine that customer's level of satisfaction. This practical book is full of common sense.