• A plan for how a company will communicate and interact with its customers.
• For example, a contact strategy might include defining the channels through which customers can reach out for support (e.g. email, phone, live chat), the response times expected for each channel, and the process for escalating complex issues to higher-level support.

How, What, and Where:

• A framework for understanding the key elements of a customer’s experience with a company.
• The “How” refers to the process or journey the customer goes through, the “What” refers to the products or services the customer receives, and the “Where” refers to the physical or virtual location where the customer interacts with the company.

The Effortless Experience: Conquering the New Battleground for Customer Loyalty:

• A book that explores the idea that customers are increasingly seeking effortless experiences with companies, and that companies that can deliver such experiences will have a competitive advantage in terms of customer loyalty.
• The book provides guidance and examples for companies looking to create more effortless experiences for their customers.

Hug Your Haters: How to Embrace Complaints and Keep Your Customers:

• A book that argues that companies should embrace customer complaints as opportunities to build deeper relationships with their customers and improve their overall customer experience.
• The book provides strategies and tactics for companies looking to turn negative customer experiences into positive ones.

The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World:

• A book that argues that a revolution is underway in the way companies provide customer service, and that companies that adopt a more customer-centric approach will be more successful in the long term.
• The book provides guidance and examples for companies looking to transform their approach to customer service.

Delivering Happiness: A Path to Profits, Passion, and Purpose:

• A book that explores the idea that companies can achieve success by focusing on creating happiness for their customers, employees, and stakeholders.
• The book provides insights and practical advice for companies looking to create a culture of happiness and deliver a better customer experience.

The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations:

• A book that provides a collection of scripts and techniques for customer service representatives to use when handling difficult or challenging customer interactions.
• The book is designed to help customer service teams effectively handle and resolve customer complaints, regardless of their complexity or severity.