Customer service has been turned upside down by the self-sufficiency and immediacy of shopping and buying products and services on the web. Our self-help culture has been transformed into a self-service culture with customers able and willing to do much more for themselves. We are becoming accustomed to the benefits and good feelings that we experience online through automated buying experiences that can be customized and personalized to our schedules, locations, buying patterns, and desires. More than ever before, the transactional relationship between the seller of products and the buyer of those products is critical to companies' overall profitability. In this increasingly transparent world where so many products and services are viewed by consumers as commodities, providing exceptional customer service becomes the only sustainable competitive advantage for creating customer loyalty. The harsh economic realities that every business faces today and for the foreseeable future make this even truer. BAM! is a no nonsense book that teaches companies why they want to deliver effective customer service in this self-service world and how to do it The book debunks the 20 common myths of customer service-from "The customer is always right" to "Customer service means the same thing to everyone," to "Companies achieve customer service by under-promising and over-delivering"-myths that too many companies use automatically to run their customer service practices and policies without ever questioning them. BAM! replaces myths with a tactical approach that shows companies how to make more money through attitudes and actions that will help their customers feel satisfied in good times or bad. Creating satisfied customers is the only enduring competitive advantage left in a world market where virtually everything is a commodity. Forget the customer service platitudes. The only reason a company should offer excellent custom
Barry Moltz has founded and run small businesses with a great deal of success and failure for more than 15 years.
After successfully selling his last operating business, Barry has branched out into a number of entrepreneurship-related activities. He founded an angel investor group, an angel fund, and is a former advisory member of the board of the Angel Capital Education Foundation.
His first book, "You Need to Be A Little Crazy: The Truth about Starting and Growing Your Business" describes the ups and downs and emotional trials of running a business. It is in its fourth reprint and has been translated into Chinese, Russian, Korean and Thai. His second book, "Bounce! Failure, Resiliency and the Confidence to Achieve Your Next Great Success", shows what it takes to comeback and develop true business confidence. His third book is called, "BAM! Delivering Customer Service in a Self-Service World" which shows how social media and self service have changed customers service forever!
Barry is a nationally recognized expert on entrepreneurship who has given hundreds of presentations to audiences ranging from 20 to 20,000. He was appointed by the Illinois Governor in 2005 to serve as Chairman of the board of the Institute for Entrepreneurship Education (IIEE). As a member of the Entrepreneurship Hall of Fame, he also has taught entrepreneurship as an adjunct professor at the Illinois Institute of Technology. He has appeared on many TV and radio programs such as The Big Idea with Donny Deutsch, NPR and The Tavis Smiley Show.
