Customer service Engagement Marketing

“The Rock and Roll Guide to Customer Loyalty”

Seriously, it’s an e-book about customer service with a rock & roll twist written by Joe Heuer, the Rock and Roll Guru.

I fell in love with The Rock and Roll Guide to Customer Loyalty because it’s a fun read that carries a meaningful message about customer service. As a baby-boomer, I enjoy classic ‘60s music. As an advocate of internal marketing, I also love that Joe gets the value of engaging employees in generating customer loyalty.

Some of the groovy gems from this complimentary e-book (yes, it’s free!) include:

  • “Lip-synching: The rock & roll equivalent of the fake customer service smile.”
  • Concerts = encounters with customers, aka moments of truth wherein “your challenge is to create a memorable moment that makes your customer say, ‘WOW!’”
  • Band = employees who are your internal customers and coworkers. “Customer loyalty begins with internal loyalty. … What are you currently doing to make your workplace one that attracts and retains radically happy and loyal band members?”
  • A standing ovation = appreciation. “Be outrageous in demonstrating your love and appreciation for your customers … [and] internal customers.”

And my favorite quote: “Treating your internal customers like rock stars goes beyond providing red M&M’s and Dom Perignon. But that’s a good start.”

Pass around those M&Ms and champagne, and rock on!

[Note: Special thanks to Phil Gerbyshak for introducing me to Joe.]

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