PDF Ebook , by David Avrin
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, by David Avrin
PDF Ebook , by David Avrin
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Product details
File Size: 1682 KB
Print Length: 221 pages
Page Numbers Source ISBN: 1632651513
Publisher: Career Press (April 1, 2019)
Publication Date: April 1, 2019
Sold by: Amazon Digital Services LLC
Language: English
ASIN: B07JCMQ4MD
Text-to-Speech:
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Amazon Best Sellers Rank:
#52,575 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
I am a David Avrin fan. Always have been. Love his work on PR and marketing. And now I'm a bigger fan as he's crossed over into what I'm most passionate about; customer service. So many books in the customer service world teach us how to give a level of service that helps us keep out customers (my books included). This comes from the opposite approach and teaches us why customers are leaving - and then tells us what to do about it. Lots of great ideas here. Something for anyone in any type of business; B2B and B2C.
In our business, we have a saying, "Your customer doesn't care what score you got on your internal scorecard."Avrin's "Why Customer's Leave (and How to Win Them Back)" is a hard-hitting, real look that doesn't pull punches (peppered with Avrin's signature "dad humor". You get fair warning in the Preface that "you are not going to like everything I have to say in this book" - and you probably won't. But if you're in business and care about your best customer - the one you already have, you'll want to read this book.As a customer, you will certainly resonate with many of the 24 reasons people leave... eg: You're wasting my time, you're a creepy stalker, you make me do your work, or my favorite: Your call is not very important to us. The real gold as a business leader, however, is in the third section of each chapter. (Each chapter is divided into three sections: Why you do it, Why we hate it, and A better approach.) It's this third section that I find so valuable.If you don't improve your customer retention numbers after reading this book, it's because you didn't take action on what you read.David Dye, author of Winning Well: A Manager's Guide to Getting Results Without Losing Your Soul
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