Listen Up!: How to Tune In to Customers and Turn Down the Noise
Karen Mangia
Nov 2020 · Gildan Media · Narrated by Rachel Perry
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Audiobook
7 hr 34 min
Unabridged
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About this audiobook
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.
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.
About the author
Karen Mangia is vice president of customer and market insights at Salesforce. Dedicated to employee success across all organizations, she serves on the company's Work from Home Taskforce and on the Racial Equality and Justice Taskforce. She is the author of Listen Up!, Working from Home, and Success With Less.
Rachel Perry narrates audiobooks from her home studio in Los Angeles, California. With a background in fine arts, she has been a TV host, performed comedy, acted in TV shows and commercials, and worked in radio.
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