Taking Your Customer Care™ to the Next Level

About the Book

Companies spend big money and significant resources to acquire new customers, but they tend to give little thought on how to keep their business. That’s a big mistake! Nadji Tehrani and Steve Brubaker, both Customer Care™ experts, explore how to go the extra mile in keeping customers happy. Whether you work at a startup or an established organization, you’ll find proven strategies that will help you: • define and deliver extraordinary Customer Care™; • duplicate the practices of companies that provide great customer service; • avoid practices of companies that have failed to deliver on their promises; • devote more resources to keeping current customers happy. • develop incentives, policies, and training to encourage staff to solve problems. Examples from companies such as Ace Hardware, Amazon, American Express, Apple, Disney, The Ritz-Carlton, Starbucks, Southwest Airlines, Wine Enthusiast, and Zappos make this an essential guide for any professional who wants to forge stronger relationships with customers. Everyone knows that it’s far less expensive to keep existing customers than it is to win and onboard new ones. That’s just one of the many reasons to learn the lessons in Taking Your Customer Care™ to the Next Level.

About the Author

Nadji Tehrani is credited with making teleservices and call centers America's biggest growth business. He founded Technology Marketing Corp. in 1972, and a decade later, he launched Telemarketing magazine-considered the bible in helping companies around the globe increase their sales, deliver superior customer care, and build market share. In the years since, the magazine evolved to become Customer Interaction Solutions and now CUSTOMER magazine in a move to reflect the expanding role customer experience plays not just in the call center but across all interaction channels and business disciplines, including product design, marketing, and sales. Tehrani remains the executive group publisher and editor-in-chief of CUSTOMER magazine to this day. Tehrani is also the recipient of numerous awards. In 2003 he was inducted into the American Teleservices Association Hall of Fame. He was presented with the National Leadership Award from the National Republican Congressional Committee. And he was selected by then congressman Tom DeLay as the honorary cochairman of the Business Advisory Council.

Steve Brubaker began his career at leading contact center solutions provider InfoCision in 1985, where he currently serves as chief of staff. He's also a member of the Direct Marketing Association, the Professional Association for Customer Engagement, and the Society of Consumer Affairs Professionals. Brubaker is the recipient of numerous industry and other awards. In 2007 he was honored with the prestigious Fulcrum Award from the American Teleservices Association (now known as PACE) in recognition of his extraordinary contributions to the call center industry. In 2012 he was selected by the University of Akron to receive the Simonetti Distinguished Business Alumni Award. And just last year he accepted the University of Akron Honors College Distinguished Alumni Award. The InfoCision executive is also known for his popular blog, The-Right-Call, in which he offers tips on such topics as how to create a personalized customer care experience, how to ensure all employees deliver a consistent face for the brand, and how to keep workers motivated so they can deliver the best possible customer experience.