Ignore Your Customers (And They'll Go Away)

The Simple Playbook for Delivering the Ultimate Customer Service Experience

By: Micah Solomon

Narrated by: Jakob Lewis, Gabe Wicks - foreword, John Behrens - preface

Discover how to create exceptional customer service and a superior customer experience, learning from the greatest companies of our time.

When it comes to delivering great customer service and customer experience, many companies miss the mark. But there’s no reason this should include you and your company. Ignore Your Customers (And They’ll Go Away) spells out, step-by-step, how to craft a customer service culture and customer experience so powerful that they’ll transform your organization and boost your company’s bottom line.

You’ll enjoy inspirational, often hilarious, tales from the trenches as author Micah Solomon, one of the world’s best-known customer service consultants, relates hands-on adventures about assessing and improving customer service in various industries.

You’ll spend time behind the scenes with Zappos CEO Tony Hsieh and discover how the company delivers “wow” customer service. From Richard Branson, you’ll learn how Virgin brands deliver authentic customer service (avoiding what Branson calls “Stepford Customer Service”) and Branson’s secrets for turning social media attackers into brand promoters.

Drawing on a wealth of stories personally assembled from today’s most innovative and successful companies, including Amazon, Cleveland Clinic, Drybar, USAA Insurance, and the Ritz-Carlton Hotel Company, Solomon reveals what it takes to turn a ho-hum customer interaction into one that drives customer engagement and lifelong loyalty.

Charts, "cheat sheets", and discussion questions are available in the audiobook companion PDF download.

PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.

©2020 Micah Solomon (P)2020 HarperCollins Leadership

Critic reviews

"Micah Solomon shares some of the most instructive customer service adventures of notable business leaders at Amazon, USAA Insurance and Ritz-Carlton, among other big brands. These funny and inspiring tales promise to provide a great guide for getting your customer experience where it needs to be." (Rhett Power, Forbes)

"... a supremely useful book... actionable advice ...straight-forward language anyone can understand. You feel like he's sitting down with you over a cup of coffee talking. Yet it's backed with the authority and insights of years of experience. Read Ignore Your Customers if you do NOT want your hard-won customers to go away." (Small Biz Trends)

Awesome read!!!

Great read for any business in any industry! Micah does a phenomenal job in making the customer service principles in this book fun, easy to follow, and applicable to any industry or function! Our company is reworking our CS philosophy based on this book. Get a copy!

Micah Solomon's best book yet!

I found myself doing extra chores around the house so I could have an excuse to keep listening to this book. I love all of Micah Solomon's books but this one is my favorite, and narrator Jakob Lewis shines, perfectly capturing the author's voice. Great tips, hilarious anecdotes, and insightful interviews abound. A word of caution, though. Such is the reality-distorting effect of reading Micah’s wonderful book that it will absolutely change the way you interact with almost everyone. You'll find yourself silently critiquing every customer service interaction you have. "Oh dear me," you'll find yourself thinking at the grocery store. "Micah would not approve." Highly recommended! Another triumph from Micah Solomon!

Great Customer Service Book

IGNORE YOUR CUSTOMERS (AND THEY'LL GO AWAY) is well written, fun to listen to (even though it’s a business book), and totally real-life/actionable throughout. It is really “the” book if you’re looking to transform your company’s customer service and customer experience.

All the examples come straight from the author’s work (Micah Solomon is a customer service consultant who goes onsite with companies to help them turn around and polish up their customer service), and he’s shared a lot of his secrets here in an organized and practical format, with “Cliffs Notes” type summaries at the end of each chapter and a separate Reading Group Guide at the end of every chapter as well.

As an added bonus, Micah extends an invitation to listeners to reach out to him (by email, with his address provided) if you have any specific questions not answered by the text. That kind of attitude is pretty rare in this day and age, and is a great example of why he is the go-to for all things customer service related.

You'd think that a book on business and customer service might be dry, but the narrators do a great job of presenting the material, which is itself immensely approachable. If you're looking to up your customer service game, I highly recommend this book.

The best practical customer service book is...

...also the most inspiring.

I’m a serial entrepreneur and have always considered myself pretty good at customer service. So I was thinking this book would be more or less “common sense.” It is sensible, for sure. But It has so much in it that I would never have put together on my own, and it’s arranged in such a usable fashion, with end-of-chapter summaries and book group prompts for each chapter as well.

The material in here is clearly not stuff that you’ll find from other people who say they’re experts in this field, as they’re taken from the companies that the author has directly worked with, for the most part. As well as some legends in the field like Zappos (a very cool example that puts you “right inside” their legendary contact center). And the author also is able to draw in the best from amazing hospitality professionals at the Ritz-Carlton, Four Seasons, and more. I know most of us aren’t in that field, but I always find it a source of inspiration regardless of what industry I’m working in.

“Ignore Your Customers (and they’ll go away) is not only practical. It’s inspiring as well. The author is clearly a force of nature when it comes to customer service turnaround, and his energy is palpable. There’s so much life in his words that it keeps you humming along in agreement and inspiration as the book progresses.

P.S. His MAMA Method for Customer Service Recovery (working with upset customers) is worth the price of the book all by itself.