Book Buzz

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Tony Hsieh“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. Today, we take most of the money we would have spent on paid marketing or advertising and invest it into the customer experience instead.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


Don Peppers & Martha Rogers PHD“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



Paul Greenburg“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. You won’t regret it. Seriously.”

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


Rohit Bhargava“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



Michael BritoThis book is a must read for every business that wants to unleash the true value of their customers. Becky Carroll is explicit in articulating the business value of customer advocacy and how it will drive business results for every organization regardless of the size, industry and vertical.” Michael Brito, Vice President, Edelman Digital, Author of Smart Business, Social Business


John Bernier“You’ll learn how to re-focus your energy towards boosting sales by taking care of the people you need to impress the most, your current customers. The principles found in ‘Customers ROCK’ are sound, and I highly recommend this book for anyone who wants a fresh take on one of the oldest problems around.” John Bernier, Social Media Steward, Best Buy



Emily YellinAfter you read this book once, you won’t just put it back on your shelf. You’ll keep coming back to it for inspiration, explanation, and as a practical guide any time you want to be reminded exactly how to design an amazing customer experience.“ Emily Yellin, Journalist, Author of Your Call Is (Not That) Important to Us — Customer Service and What it Reveals About Our World and Our Lives


Ekaterina Walter“This is the book that shows you how to R.O.C.K your customers’ world. Read it, watch your mind-set change, unlock the hidden power of your customers, and grow your business!” Ekaterina Walter, Social Media Strategist, Intel



Shashi Bellamkonda“Readers of Becky Carroll’s blog have long enjoyed the posts on creating a customer strategy through conversations with the objective to retain existing customers and grow their customer base. Now they have the chance to buy the book and read and implement it without booting up their computer. eBooks exempted.” – Shashi Bellamkonda, Director – Marketing Network Solutions (aka Social Media Swami)


Dr. Natalie L. Petouhoff“You can’t sell something to someone who is mad, right? Yet companies expect to do this every day. They upset customers with poor customer service, and turn around and then market them with some brand promise customers know they can’t keep. Becky’s book is a gold mine of for businesses that are interested in learning how to truly become customer-centric, reduce costs and increase revenue profits!” – Dr. Natalie L. Petouhoff, Chief Strategist, Social Media, Digital Communications and Measurement, Weber Shandwick



Jay BaerBecky Carroll has redefined what customer centrism can be, and better yet she gives you a clear and concise playbook for making it work in your company. If you wisely want to make more money from the customers you’ve already worked hard to get, read this book immediately and often.” Jay Baer, Co-author of The NOW Revolution: 7 Shifts to Make Your Business Faster, Smart, and More Social


Amber Naslund“Customers are the lifeblood of our businesses, and we spend lots of time and money chasing more of them. But with The Hidden Power of Your Customers, Becky Carroll rightfully reminds us that the most compelling way to grow our business is to put our existing customers at the center of it. Becky’s accessible examples and insightful perspective deliver far beyond a customer service how-to, and serve as the playbook for a customer-focused culture, approach, and mindset that today’s businesses absolutely need.” – Amber Naslund, VP Social Strategy, Radian6 and Co-author, The NOW Revolution


Connie Reece“The first axiom I learned as a young marketer was that it costs more to acquire a new customer than to retain an existing one. Why, then, do so many companies exhibit an indifference to their customers, especially in light of the current social media melee? Customers are talking back, whether anyone at headquarters is listening or not. Becky Carroll is an authority on customer-centric marketing, and she writes with clarity and passion. If you want to grow your company, buy this book and read it twice.” – Connie Reece, marketing and communications consultant, founder of Every Dot Connects


John F. Moore“The need to listen to your customers, both to what they are saying and what they are not saying, is critical to organizations across the world, across the public and private sectors. The Hidden Power of Your Customers provides an excellent guide for novice and experts seeking to grow their business by properly engaging with their customers. The insights complete with clear explanations and solid case studies ensure this is a book you will want to read.” – John F Moore, Founder and CEO, Government in The Lab


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