The Magic Wand Creating Exceptional Customer Experience A Leadership Fable (Audible Audio Edition) Barry Farah Baron Books Books
Download As PDF : The Magic Wand Creating Exceptional Customer Experience A Leadership Fable (Audible Audio Edition) Barry Farah Baron Books Books
Brad Anderson used to have the Midas touch. Those days are long gone when he discovers that he has one week to save his job and pull the company's largest client out of a tailspin. With the help of a mysterious new mentor, Brad is taken on a whirlwind journey and absorbs the five Secrets to Exceptional Customer Experience. And he learns how to use the Magic Wand Question. With the Secrets in hand, he must find a way to fix a client relationship imploding in on itself.
A lot has been written on customer experience. Sometimes the best way to help your team "get it" is with a story - and here is one that can benefit everyone, whether the sales floor to the boardroom. It can enable you to apply each principle and deepen your skills in providing your customers with an exceptional customer experience.
The Magic Wand Creating Exceptional Customer Experience A Leadership Fable (Audible Audio Edition) Barry Farah Baron Books Books
Easy read, very interesting book to read. We plan to use this at our company to be better with internal and external customers.Product details
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The Magic Wand Creating Exceptional Customer Experience A Leadership Fable (Audible Audio Edition) Barry Farah Baron Books Books Reviews
Barry Farah's book on CX strategy provides a clear and engaging road map to follow if your desired destination is to set your company, organization, or team apart from the pack. "The Magic Wand" is a refreshing approach to the much talked about subject of customer experience and is a necessary starting point (and bridge) when rolling out a successful NPS program . I believe the principles contained in the book, if properly applied, will give leaders at all levels a needed boost of encouragement on their journey toward building something truly great!
Recently, I read The Magic Wand by Colorado business executive Barry Farah. In this short and entertaining, but insightful business fable, Mr. Farah shines a light on five critical components (secrets, he playfully calls them) that underpin the customer experience.
In this short and entertaining, but insightful business fable, Mr. Farah shines a light on five critical components (secrets, he playfully calls them) that underpin the customer experience.Without giving too much of the story away, the book profiles a bright, talented mid-career executive who seems to have lost his mojo and stands to lose his job because of it. Enter the five secrets, powerfully delivered by an exceptionally good coach. I won't spoil the ending, but Farah pulls off a nice landing, with good style and relevant content.
Bill Catlette
co-author, Contented Cows STILL Give Better Milk
This allegory is an excellent read. Oftentimes, I have a hard time getting through business books without becoming frustrated or bored with the content. In this case, I picked up the book and didn't put it down until I was done. I could immediately empathize with the characters and the situation of the main character and found myself coming up with new ideas as I was reading the book.
Plot
Without divulging too much, the plot paints a picture that many people in business can relate to. Everyone at some point in their career has come to a pivotal point and felt stuck without knowing how to change their situation. In The plot very quickly captures you as the reader. You understand what the challenge is and I found myself eager to see how it played out.
Character development
The characters were developed very well for such a short book. Oftentimes in business books, it's difficult to gain empathy for the characters, however in this book, I could quickly associate parallels to my own professional relationships and even began associating the characters with people from my past.
Business value
The Magic Wand does an excellent job weaving actionable insights into a great story. It's not vertical-specific, so anyone, in any industry can glean and dream about ways they can implement the strategies put forth.
Summary
The Magic Wand tells a very engaging story while also giving the reader some real-world strategies for how they can improve their businesses by having a customer experience/success mindset. If companies could put the secrets into practice, they have an opportunity to make give their businesses a competitive edge and turn their customers into evangelists. I highly recommend this book, both from a story and business strategy standpoint.
Full-Disclosure I'm the Director of UX at Precocity, and the author is my CEO. But one of the things I love about working here is our ability to be honest and open, so this is my attempt at an honest, and open review of this book.
TL;DR
It got me incredibly excited about CX. It shed light on some problems I've had with my clients in the past. It gave me tangible tools to overcome past deficiencies. It was a crazy-fast read. It was a decently told story - which made the tools more memorable. But too many happy endings.
Full Review
The Good
The fable-story really did it for me. Firstly, it allowed Mr. Farah the opportunity to explore more what-if scenarios of his vision of the near-future of how customer-facing organizations _should_ be run, rather than be tied down to quickly-obsolete examples of the way things are done now by a limited number of real organizations. CX is a journey. CX is a vision - a goal, and Mr. Farah has let us peak into his dreams of a better world of CX-driven companies and it's GLORIOUS. Secondly, the fable format allowed us to learn "The Five Secrets to Exceptional Customer Experience" along with the hero, tying a memorable anecdote to each secret to improve memorability and recall.
I think the main characters are mostly honest (I've known a couple Owens) and believable, which makes me feel like although this is a fable, it's something I can actually accomplish in reality with real clients and customers.
The Five Secrets are great, if long. You probably won't be able to recite them all by heart by the end of the book (if ever), but you'll easily recall the setting in which they were couched and the spirit of the secret will remain in-tact in your mind. Brilliant approach and delivery on Mr. Farah's part.
This is a tip of the iceberg book, and that's okay. It's short and easy to read. It gets you excited, and motivated to learn and do more. If gives you the vocabulary and framework upon which to being Googling and researching and building. It also has shed light on some things we've started to do here at work as well - so I have a better understanding of Precocity's goals and vision. Mr. Farah is obviously practicing what he preaches.
The Bad
Too many happy endings. I know it's a fable, but I feel like Owen (the Gandalf/mentor) could've failed at least once and had a really effective learning experience from the failure that would've been just as memorable as a laundry list of his incredible wins. This would have couched the story in a slightly more concrete, less make-believe world, and IMHO added credence and authority to the stated views.
In short - I highly recommend this book. Read it on your next flight. Or a lazy Sunday afternoon. If you're like me, you'll be anxious to start finding ways to provide incredible CX to your clients and customers at the next possible opportunity. Better yet - make the next opportunity happen yourself.
PS I literally want to eat at Tiffany's, snowboard at Buckeye, take a trip with DaringDream, shop at Fyne's, and stay at an Encore property. Why don't these places exist yet!? Hopefully as more of us apply the Five Secrets, they will soon!
Great read! It makes you wanting to keep reading to know what happens next. Very motivating. Would highly reccomend this book.
The book gives a thoughtful prospective on a plan to offer great customer service. Great customer service can help a company be successful by focusing on the needs of the customer.
Easy read, very interesting book to read. We plan to use this at our company to be better with internal and external customers.
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