The title of this book says it all. Happy R.A.V.I.N.G. Customers! (MCH Press), the business leadership book authored by Carol Buehrens, is 200 pages packed full of strategic, tactical, and practical inspiration. You’re walked through a six-step process that’s key to differentiating your company’s brand. To remain profitable in business today, you need more than merely satisfied customers – you want customers who love you and RAVE about your company.
Use this book to differentiate your business
Having RAVING Customers is a powerful concept. They act as your marketing agents, impacting your brand charisma and positively directing new customers your way. By following the practical steps provided by Carol in Happy R.A.V.I.N.G. Customers!, you’ll learn how to refocus your strategy, goals, and your employee culture on what counts, your customers. You’ll also be provided a wealth of tools and templates, from interviewing techniques to journey mapping, to employee rewards and motivational posters, which you can put to use immediately.
“WOW! Just read Happy R.A.V.I.N.G. Customers! and Carol Buehrens ‘gets it’. The statement that Customer Experience is a strategy, not a project is spot on. Any Company who really knows that Customer Experience drives profit must read this book. And, if you know a Company who doesn’t get it, then they really need to read and embrace the R.A.V.I.N.G. approach.”
Teresa Laraba, Senior Vice President Customers, Southwest Airlines
“Happy R.A.V.I.N.G. Customers! resonated with me, as it outlines very similar strategies that we use at Safelite AutoGlass to build a customer-driven culture. Carol provides practical advice that will help businesses, and their people, provide a memorable customer experience… and grow their bottom line. Since following similar tactics, we’ve doubled our business! Carol’s toolkit breaks down what can feel like an overwhelming effort into actionable, real-world steps.”
Tom Feeney, President & CEO, Safelite AutoGlass
“Happy R.A.V.I.N.G. Customers! is a hands-on, user friendly book about delighting your customers. It provides a simple process for anyone to get started with this important work, with great real-time examples, tools, templates, and checklists that can be used easily. The book explains the importance of employees in delivering a great customer experience, as well as ways to foster a culture of continuous improvement and innovation. A must read for anyone interested in building a customer experience strategy as a competitive differentiator.”
Karyn Furstman, VP Agent & Customer Experience, Safeco Insurance
Happy R.A.V.I.N.G. Customers! is a book that everyone who wants to succeed in business must read. We all know that organizations that delight their customers outperform their peers. Happy R.A.V.I.N.G. Customers! is for everyone building a customer-focused business or refocusing an existing business on the experience of the customer. This is a book for the true Experience Makers who drive great customer experiences
Sean Van Tyne, Director, User Experience, FICO, Speaker and Coauthor of The Customer Experience Revolution
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