Top positive review
Good Read but Cumbersome
Reviewed in the United States on April 30, 2019
The author puts forward some great concepts in this book about responding to customers in a world where customer service is much more public than it was even 5 years ago. If you are in a B2C industry dealing with end users, this book could be very helpful. The text does tend to be repetitive, which is a useful tool in emphasizing a point but can make it difficult to plow through at times. I would like to see more cases shared from origination through resolution to emphasize the points. So many examples in the text include the customer's post (usually complaint) and the company's response with the author's feedback on whether it was good or bad. Fewer examples but seeing how the final resolution played out, and especially seeing how that affected the company's reputation and profit, would be a great addition/alteration to this book.