It's Not Rocket Service: Managing, Meeting and Exceeding Customer Expectations

Providing great customer experiences should be simple; companies and people make it harder than it needs to be. In "It's Not Rocket Service," Steve Cohn simplifies a seemingly complex process (customer support) into an entertaining and illuminating series of stories and frameworks. His persuasive premise: we need to connect with our customers, our co-workers, and each other; connect in a meaningful, listening way. When we do that, then “it’s not rocket service” and companies, their staff, and most importantly their customers benefit.