The Book

The Hidden Power of Your Customers

A business’s current customer base needs to be considered among its most valuable assets. Discover the practical tools to grow this asset—and learn how to strengthen your business using social entrepreneur Becky Carroll’s four keys to unleash The Hidden Power of Your Customers.

This easy-to-read guide features useful steps, inspirational stories, and real-world examples so you can create a customer strategy that keeps customers coming back (and telling their friends and colleagues).


Table of Contents (PDF)   Chapter One (PDF)   Becky’s Book Interview (Video)


“At Zappos, we found that the more we invested in the customer, the more loyal they were, and the more we grew from word of mouth. The Hidden Power of Your Customers explains why this works and why all companies should think this way.”

– Tony Hsieh, CEO,, Inc., New York Times best-selling author of Delivering Happiness

“Your customers do have power, and here’s a great primer full of practical advice and ‘how to’ tips for unlocking that power and using it to grow your business, from Becky Carroll, a practitioner who’s always worked on the leading edge of customer service!”

– Don Peppers and Martha Rogers, Ph.D., Co-authors of Rules to Break & Laws to Follow

“For anyone who has ever wanted to focus less on sales, get better customers, and make more money in the process – this book gives you a roadmap to make it all happen.”

– Rohit Bhargava, EVP at Ogilvy, Author of Personality Not Included

“The 21st century customer has changed, they are communicating using more channels than ever, thus customer service has to change to meet this new, more involved, more demanding customer’s requirements about how they want to interact with you. So take heed, don’t waste time, stop reading this blurb and buy the book.”

– Paul Greenberg, author of CRM at the Speed of Light, 4th Edition

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