Description
No More Customer Friction: A Bold Blueprint for Raising Customer Scores
This book proves that WOWING the customer is NOT the way to raise your customer scores. Ross Shafer has developed a system whereby companies achieve higher scores (and sustained loyalty) by eliminating transactional POW MOMENTS. In this book, leaders and front liners will see exactly what they need to do – and how to behave – to retain customers for life. The book is backed by case studies and actionable ideas that will reinvent your customer culture. Does it work? One of Ross’s clients (700+ employees) raised their J D Power customer experience scores 21 points in just 90 days. Every team member should read this book cover to cover. Customer Service professionals need to start training this way.
