{"product_id":"9780470563557","title":"Pay Attention! How to Listen, Respond, and Profit from Customer Feedback","description":"\u003ch1\u003ePay Attention!\u003c\/h1\u003e\u003ch2\u003eHow to Listen, Respond, and Profit from Customer Feedback\u003c\/h2\u003e\u003ch3\u003eAnn Thomas | Jill Applegate\u003c\/h3\u003e\u003cdiv\u003e\u003cb\u003eBusiness \u0026amp; Economics \/ Small Business\u003c\/b\u003e\u003c\/div\u003e\u003cbr\u003e\u003cdiv\u003e\n\u003cp\u003eMake customer feedback work for your business.\u003c\/p\u003e \u003cp\u003eCustomers are speaking loud and clear through a miriad of mediums. Evidence shows that customers will no longer stand for the hurried and complacent service that has become the norm. They are looking for a positive, memorable experience. Organizations that provide that level of service will earn their loyalty. Customers base their decisions on nothing more than a positive or negative review of your product and\/or service.\u003c\/p\u003e \u003cp\u003e\u003ci\u003ePay Attention!\u003c\/i\u003e paves the way. Your company wins when you:\u003c\/p\u003e \u003cul\u003e \u003cli\u003eUnderstand Customer Expectations\u003c\/li\u003e \u003cli\u003eEmbrace and implement The RATER Factors\u003c\/li\u003e \u003cli\u003eDefine who you are and what you offer\u003c\/li\u003e \u003cli\u003eBecome E.T.D.B.W. (Easy To Do Business With)\u003c\/li\u003e \u003cli\u003eConnect with your audience in all mediums\u003c\/li\u003e \u003cli\u003eReact appropriately and respond immediately to customer feedback\u003c\/li\u003e \u003cli\u003eRecover sincerely when things go wrong\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eAll you need is to \u003ci\u003ePay Attention!\u003c\/i\u003e\u003c\/p\u003e\n\u003c\/div\u003e\u003cdiv\u003e   \u003cp\u003e\u003cb\u003eANN THOMAS\u003c\/b\u003e is coauthor of \u003ci\u003e101 Activities for Delivering Knock Your Socks Off Service\u003c\/i\u003e and the senior consultant and lead facilitator with Performance Research Associates (PRA) since 1999. Her work focuses on improving service quality, diversity awareness, generational differences, sales, performance management, and professional development. Ann brings nearly thirty years' experience in consulting and training to each of her clients, including Marriott ExecuStay, Accenture, the Securities and Exchange Commission, and many others. Ann is also a member of the faculty for the American Management Association and is a regular presenter for Progressive Business Conferences. \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eJILL APPLEGATE\u003c\/b\u003e is project manager and client coordinator with Performance Research Associates. She served as right hand to the late Ron Zemke for nearly fifteen years and takes seriously the responsibility of wowing customers. Jill works closely with PRA clients to ensure that their efforts hit the mark. She is also a coauthor of \u003ci\u003e101 Activities for Delivering Knock Your Socks Off Service\u003c\/i\u003e. \u003c\/p\u003e\n\u003c\/div\u003e\u003cbr\u003e\u003ctable\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublication Date: \u003c\/td\u003e\n\u003ctd\u003e24 May 2010\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublisher: \u003c\/td\u003e\n\u003ctd\u003eWiley\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eImprint: \u003c\/td\u003e\n\u003ctd\u003eWiley\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eISBN-13: \u003c\/td\u003e\n\u003ctd\u003e9780470563557\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eFormat: \u003c\/td\u003e\n\u003ctd\u003eHardback\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePage Count: \u003c\/td\u003e\n\u003ctd\u003e224\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eWeight (oz): \u003c\/td\u003e\n\u003ctd\u003e13.6\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/table\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":44378584973452,"sku":"9780470563557","price":22.46,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0710\/9545\/1788\/files\/9780470563557_2e11c94b-406c-43a9-8dd0-8012626fd8a3.jpg?v=1780158832","url":"https:\/\/lateknightbooks.com\/products\/9780470563557","provider":"Late Knight Books and Services, LLC","version":"1.0","type":"link"}