How do you keep your team energized to proactively focus on the customer? Go Ahead!: Unleash a Contagious Customer Success Culture provides a road map to unleash a customer success culture that is self-perpetuating. It is contagious because it rewards inventive approaches and it grants real authority to solve problems. Fueled by purpose not rules, these concepts protect your business from disruption and the tools provided build a mindset that deepens customer loyalty. Your company’s value will increase, when the entire organization is inspired to listen to the customer with vigor.
In Barry's book, The Magic Wand, the protagonist, Brad Anderson, used to have the Midas touch. Those days are long gone when he discovers that he has one week to save his job and pull the company’s largest client out of a tailspin. With the help of a mysterious new mentor, Brad is taken on a whirlwind journey and absorbs the five Secrets to Exceptional Customer Experience. And he learns how to use the Magic Wand Question. With the Secrets in hand, he must find a way to fix a client relationship from imploding in on itself.
Barry guides his business ventures around the vision articulated in his book Customer Success (Baron Books, 1998). The book distinguishes between the reactionary tendencies of customer service and the proactive superiority of customer success.