Top positive review
3 people found this helpful
About Darn Time
on April 12, 2012
Frank's book covers an important concept for any business today. @YourService gives you solid advice and examples of why it is important that our next market disruption needs to be around the "Customer." Watching businesses turn over their profits to competitors because their Customer has a new voice they can wield freely and be heard by the majority, has flipped the script on companies.
We keep hearing businesses need to adapt, yet many are still standing there asking junior high questions - "What do we do?" Seriously, if Frank can take one of the most hated companies from a customer service perspective, and find a simple way to redirect that anger the Customer feels, then REALLY solve the issue... is it people are unreasonable as Customers OR is it customer service departments have lost their soul?
When will companies get out of their own way? Reading @YourService reinforces a message to any business - Is your company Culture - Customer oriented? There is a human element in everything we do, Frank shows you how to capture that "life" back and gives great stories/examples to help you wrap your brain around creating customer service experiences you want to be tweeted.
Read the chapter on "Scalable Intimacy" one of my favorites, which will be your favorite chapter?