Listen Up!: How to Tune In to Customers and Turn Down the Noise
Organizations and business leader are looking for guidance in uncertain times. There’s one voice that matters more than any other, right now: the voice of the customer. The key to personal and professional success is simple: tune in to customers, and turn down the noise.
Hoboken, NJ (October 20, 2020) – Savvy leaders know that the one voice that matters most is the voice of the customer. But are we really listening? In these uncertain times, businesses are trying to survive and thrive. People want to know: what will the future look like? In her new book, Listen Up!, Author and Vice President of Customer and Market Insights at Salesforce, Karen Mangia reminds us of the words of Eleanor Roosevelt: “The future belongs to those who create it.” Or, more precisely, those who co-create that future with their customers. Because the path forward depends on one vital, sustainable, renewable resource: the voice of the customer.
Karen Mangia shares access strategies for growth, renewal and reinvention with an innovative look at customer experience. There’s a powerful conversation happening, with internal and external customers – and the future belongs to those who can hear it. It’s time to take engagement to the next level – and leave behind the outdated ideas that don’t work anymore. That’s the premise – and the promise – of Listen Up!: How to Tune In to Customers and Turn Down the Noise.
Published today, Listen Up! is a practical and comprehensive guide that offers business leaders a playbook for building a culture grounded in creating customer experiences that deliver customer success.
Customer experience is the journey – the way that clients engage with a business, either online or in person (let’s face it, though – these days, it’s mostly online). Today, top companies are leveraging tech tools in new ways, putting people ahead of the process. These world-class companies are driving a culture where “customer first” isn’t just a slogan, it’s a solution.
The book is filled with the proven best practices, strategies, and techniques to move leaders from deep listening to deep understanding, from powerful statistics to powerful stories. Mangia shares actionable insights to help businesses to better connect with customers and gain a lead over their competition. Listen Up! explores:
- Why the Net Promoter Score (NPS) is a bad bet – and how to stop gambling with customer loyalty
- The Seven Myths of Customer Experience
- Defining the Digital Divide: do you have the right tools?
- The Genius Question: the one thing your customers want you to know
- The Future of Work: How AI and digital transformation are shaping the customer conversation, with insights from global leaders and futurists
- Take Ego Out of the Conversation: finding courageous ways to help C-Suite leaders access the untold story – even when it’s hard to hear
- Question Everything: powerful new perspectives into any customer, anywhere empowering your customer-facing teams, including sales teams, in the current market
- The Journey is the Destination: connecting customer service, customer success and customer satisfaction to drive new results
With a foreword by Geoffrey Moore (Crossing the Chasm, Zone to Win), Listen Up! Is the story that every business – and every business leader – needs, right now.
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Advance praise for Listen Up!
"Great leaders know that strong relationships and meaningful connections begin with listening. This book provides the tools to turn down the noise and listen to your customers in ways that will help move your business forward."
—Arianna Huffington, founder and CEO of Thrive Global, cofounder of The Huffington Post
"Listening is where it all begins. The same thing that makes a great song can make a great company. What makes the music meaningful is listening to it. Read this book, and you will hear how you can help your customer to create something powerful and unforgettable."
—Michael Feinstein, five-time Grammy Award nominated musician and founder of the Great American Songbook Foundation
"Powerful and insightful: this book will teach you how to stop thinking about your customers, and through deep listening, start thinking like your customers."
—Tony Rodoni, Executive Vice President, Customer Experience, Salesforce
"I always say, 'Simple is the new sexy' and simply put, if you want to make your business better, it's time to Listen Up! You can lead your audience to want and desire your offering when you understand exactly what they want and need. That is the strongest possible structure for connecting to your clients and your audience."
—Brant Pinvidic, Producer of Pawn Stars, Bar Rescue, and The Biggest Loser, author of the bestselling book, The Three-Minute Rule
"Powerful ideas for turning customer service into customer success. Karen fills the pages with powerful personal stories and unflinching corporate examples of companies that aren't afraid to push the envelope when it comes to customer loyalty, service, and success."
—Nick Mehta, CEO of Gainsight, coauthor of The Customer Success Economy
"If you're an executive looking to grow your relationships with customers, Listen Up! must be on your bookshelf. Karen's philosophy on the pillars of customer success translates into a powerful playbook, offering business leaders practical tools to engage customers in a meaningful way."
—Carmen Simon, PHD, Chief Science Officer at Corporate Visions and author of Impossible to Ignore
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About the Book: Listen Up! How to Tune In to Customer and Turn Down the Noise by Karen Mangia (ISBN: 9781119723851, October 2020, $25.00, 192 pages)
About the Author: Karen Mangia is Vice President, Customer and Market Insights at Salesforce. Her work focuses on strategies for personal and professional success, and she regularly works with executives, managers and future leaders at companies all around the globe. Listen Up! is her third book, joining her recent best-seller which launched in August of 2020: Working from Home: Making the New Normal Work for You (Wiley). She has been featured in Forbes and regularly writes for Thrive Global and ZDNet. Committed to diversity and inclusion, she serves on her company’s Work from Home Taskforce and the Racial Equality and Justice Task Force. She is a TEDx speaker and the author of Success With Less, a book that chronicles her own personal journey through a life-threatening health crisis. Her high-impact keynotes help organizations to access the future of work via innovative insights around the voice of the customer. Find her online at http://karenmangia.com or connect via twitter @karenmangia.
Media Contact: For review copies, interviews with the author, excerpt requests or any more information, please contact Amy Laudicano, Wiley, alaudicano@wiley.com.
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