What they are saying…
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WOW. Just read the book and Carol Buehrens ‘gets it’. The statement that Customer Experience is a strategy, not a project is spot on. Any Company who really knows that Customer Experience drives profit must read this book.
And if you know a Company who doesn’t get it, then they really need to read and embrace the R.A.V.I.N.G. approach.”
– Teresa Laraba, Senior Vice President Customers
Southwest Airlines
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‘Happy R.A.V.I.N.G. Customers!’ resonated with me, as it outlines very similar strategies that we use at Safelite AutoGlass to build a customer-driven culture. Carol provides practical advice that will help businesses, and their people, provide a memorable customer experience… and grow their bottom line. Since following similar tactics, we’ve doubled our business! Carol’s toolkit breaks down what can feel like an overwhelming effort into actionable, real-world steps.”
– Tom Feeney, President & CEO
Safelite AutoGlass®
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‘Happy R.A.V.I.N.G. Customers!’ is a hands-on, user friendly book about delighting your customers. It provides a simple process for anyone to get started with this important work, with great real time examples, tools, templates, and checklists that can be used easily. The book explains the importance of employees in delivering a great customer experience, as well as ways to foster a culture of continuous improvement and innovation. A ‘must-read’ for anyone interested in building a customer experience strategy as a competitive differentiator.”
– Karyn Furstman, VP Agent & Customer Experience
Safeco Insurance
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Businesses can no longer rely on simply building products – they must cultivate thoughtful and engaging experiences. In her 6-step process, Carol Buehrens deftly outlines a clear framework that, when followed, will transform ranting customers into raving fans.”
– Rob Scruggs, Director, Customer Experience
E*TRADE Financial
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Carol gets that it takes building a bond with customers to grow your business. Use her book to get handy tools and techniques for advancing yours with your customers.”
– Jeanne Bliss, President, CustomerBLISS
Author of Chief Customer Officer and Cofounder, Customer Experience Professionals Association
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‘Happy R.A.V.I.N.G. Customers!’ is a great pragmatic approach to help elevate the way your organization approaches their customer-centric initiatives. In this easy to consume guide, you will come away with a new sense of drive to improve your customer experience processes. It highlights the need to focus every project, meeting, discussion, etc. on your customer experience strategy.”
– Tom Wolfe, Customer Experience ASM,
Oracle
Board Member and Local CXPA Planning Committee Member
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Join customer expert Carol Buehrens as she leads you through the customer experience journey in the excellent ‘Happy R.A.V.I.N.G. Customers!’. Today, customers are much more than just the buyers of the stuff you market and sell; they demand exceptional experiences from their brands of choice. To deliver, you must deeply connect and understand them like never before. Carol lays out a simple six-step formula for every business that wants to serve…and thrive…by truly loving their customers.”
– Chuck Wall, Speaker, Entrepreneur and Author of Customer CEO: How to Profit from the Power of Your Customers
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‘Happy R.A.V.I.N.G. Customers!’ is a book that everyone who wants to succeed in business must read. We all know that organizations that delight their customers outperform their peers. ‘Happy R.A.V.I.N.G. Customers!’ is for everyone building a customer-focused business or refocusing an existing business on the experience of the customer. This is a book for the true Experience Makers who drive great customer experiences.”
– Sean Van Tyne, Director, User Experience
FICO
Speaker and Coauthor of The Customer Experience Revolution
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‘Happy R.A.V.I.N.G. Customers!’ is a great read for anyone in business today. The book is divided into easy to consume chapters that explain practical steps to creating a customer-centric culture. Best of all, the book is like your own personal cheerleader to help you stay focused on innovating around great customer experiences.”
– Sharon Carmichael, Manager, Customer Insights & Analytics,
Sony Electronics
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‘Happy R.A.V.I.N.G. Customers!’ is an insightful resource for those creating business strategy, as well as implementation, from Customer Experience Innovation Award winner Carol Buehrens. This guidebook is part of ‘the new marketing leadership’, that begins with personas and customer experience journey maps, and delivers invaluable customer experiences.
Customer experience leaders are recognized by people as better and different, while being more sustainable and profitable than most businesses. The expertise Carol shares in this book helps businesses effectively begin the transition, from inside-out and outside-in, to become a customer experience leader. The toolkit, by itself, is an invaluable facilitator for many of the steps critical to transitioning into a real customer experience leader. ‘Happy R.A.V.I.N.G. Customers!’ is an essential addition to your go-to customer experience resources!”
– Jeofrey Bean, Principal
Del Mar Research
Speaker and Coauthor of The Customer Experience Revolution
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The 6 steps presented in ‘Happy R.A.V.I.N.G. Customers!’ go well beyond the textbook customer experience recipe, to represent what it takes in everyday business to achieve for customer experience excellence. Readers will benefit from Carol’s personal experience in getting organizations to see things the way customers do – and to get engaged throughout the company in managing their impact on customers. This pleasant and easy read is chock-full of practical ideas and templates you can adopt.
One of the biggest challenges companies have is integrating customer experience management within their culture, strategy, and daily activities – and involving all levels of employees, both front-line and ‘far-line’, as Carol puts it. This book shows you how to do that. I’d love it if every company I buy from would adopt the 6 R.A.V.I.N.G. steps!”
– Lynn Hunsaker, Customer Experience Optimization Strategist
ClearAction LLC
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I use ‘Happy R.A.V.I.N.G. Customers!’ in the course I teach on ‘Selling Customer Experience and User-Centered Design to Management’ at California State University at Fullerton. It is the best resource I’ve seen on the subject! As part of a graduate-level certificate program, the students are experienced professionals who want practical guidance they can use tomorrow to create change on their jobs. They love this book. You will too.”
– Joely Gardner, PhD, President
Human Factors Research, Inc.
Adjunct Professor, California State University Fullerton
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Want a thriving business? Then happy customers are not enough. You need customers that stand up and rave about you. Carol Buehrens uncovers the six vital steps on the journey to winning R.A.V.I.N.G. customers. Packed with both insights and tools, ‘Happy R.A.V.I.N.G. Customers!’ is a must read.”
– Stan Phelps, Chief Experience Architect
9 INCH Marketing
Author of What’s Your Purple Goldfish? and What’s Your Green Goldfish?
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The message in ‘Happy R.A.V.I.N.G. Customers!’ speaks to everyone. Carol has done a wonderful job of creating tools and message that can enable everyone in the organization to get on the same page.”
– Jim Rembach, Principal
Beyond Morale