If the Customer's the Copilot, You're in the Wrong Seat: Innovative Yet Simple Strategies to Elevate Your Customer's Experience - Tapa blanda

"Brian Dennis has always gone the extra mile for his customers and his teams. His brilliant guidance is cleverly woven throughout the book. This is a must-read for any true customer experience leader's library. Here at Marriott, our 'Spirit to Serve' culture is all about our guests having a great experience. If the Customer's the Copilot, You're in the Wrong Seat provides the lessons that help us deliver upon that experience." Doug Ridge, General Manager, Gaylord National Resort & Convention Center "Brian's latest book delivers on the promise its title makes. It's 100% practical and 100% inspirational. Read it. Study it. Steal from it. Most importantly, do something with your teams using the wisdom and stories you'll find inside. At least one of them will become your new north star!" Mike Wittenstein, Managing Partner, Storyminers "At first I thought this might be just another customer service book. After reading the first chapter, it was clear that If the Customer's the Copilot, You're in the Wrong Seat was special. One thing I love about Brian's book is the simplicity in which he writes. Every employee, front-line associate or seasoned manager can benefit instantly by guidance he provides. Don't delay-start reading it now!" Toni Yacobian, Founder & CEO of The Yacobian Group "If the Customer's the Copilot, You're in the Wrong Seat is a must-read for Customer Experience professionals looking to stay ahead of the curve. The winning combination of engaging storytelling and practical tips makes Brian's book a pleasure to read. Hats off to Brian for reminding us, educating us, and inspiring us to block out the noise, embrace change, and ensure that our customers are driving our service strategies." Chad McDaniel, President of Execs In The Know "Of all the books I have read on the subject of The Customer, this book by far is the most enjoyable and eminently practical, as Brian is a great storyteller with a significant depth of experience. Brian draws from multiple industries and disciplines using examples-often humorous-to illustrate and teach us where to look next for inspiration. If we learn best by example and by doing, then this is the 'go to' book for your new strategic plan to improve customer loyalty. Highly recommended!" Mary Murcott, President of The Customer Experience Institute, Dialog Direct, and author of Driving Peak Sales Performance in Call Centers "We believe that happy employees = happy customers = more profitable business. With his years as a customer experience innovator, Brian's book will show you yet another way to create a culture of engaged employees to make that equation work." Jenn Lim, CEO and Chief Happiness Officer, Delivering Happiness "What I love about Brian's new book is how he makes the connection between employees and customers. Investing in having real people make real decisions with a customer-first lens, and providing the support system and training to essentially create a living culture of customer service-these are real solutions that benefit both the customer and the employee! From dragging Charlie on the golf course to the Packers Sweep, his use of stories makes the lessons easy to remember and recall, and creates a fun common language for keeping the lens! Unlike books with catchy slogans and one-hit wonders, this book provides a comprehensive philosophy based in our current customer-centric reality. An easy and delightful read with huge ROI, I highly recommend If the Customer's the Copilot, You're in the Wrong Seat!" Wayne Bennett, President, TeamWorx Team Building "Through his use of entertaining stories, Brian Dennis makes strong points that serve as tips, tactics and strategies any business must have to deliver amazing customer service." Shep Hyken, customer service expert and New York Times bestselling author of The Amazement Revolution

Do you wonder why some companies provide good customer service while others fail? Are you an associate that delivers consistently amazing service, but others around you could care less? Or are you a leader that is passionate about your customers and want to engage them in new and more innovative ways?

Well, this book is for you. In his new book, If the Customer’s the Copilot, You’re in the Wrong Seat., Brian Dennis shares his insights from more than 2 decades of studying, working alongside and learning from those that deliver exceptional customer experiences. It includes numerous strategies and techniques on how to deliver winning customer service. In fact, with the information Brian provides in this book, you will see how to easily transform your team into a customer service powerhouse. He strips what are sometimes viewed as perplexing ideas down to their essence, while providing real-world practical examples that make the points he outlines even more memorable. His book mirrors his keynote speeches which are high energy, filled with relevant stories that his readers will remember and include examples that turn the complicated into understandable customer service lessons.

In this book you will learn

·       How-to create a service culture that is engaged, energized and passionate about the customer experience.

·       Strategies that will guide your internal team to deliver amazing support to your external customers. 

·       How-to change unsatisfied or even satisfied customers into raving fans

·       From real world companies that deliver elevated levels of customer service and understand how they succeed at it.

·       And you will be given a listing of 101 tips, tricks and lessons that can be referenced over and over again.

By combining the advice contained in his book with a genuine willingness to learn, anyone from a cashier level associate to the CEO and everyone in-between can deliver a customer experience that is memorable and drives repeated loyalty --- and sales!

Brian learned early on what great customer service look’s like when he sold seed packets at the tender age of 6 and his first customer wanted their money back when they didn’t grow. He refunded the 10 cents and the following year that customer bought his entire catalog. Little has changed since those early days as he took that same customer passion and applied it to his career in Fortune 200 companies. Brian understands how to deliver a strategy to position an individual or business to succeed in the customer service arena as few others can.