Overview

Most companies view customer service as a necessary function, prioritizing speed and efficiency over real connection. But true loyalty isn't built through quick responses; it's built through thoughtful, intentional service that makes customers feel valued, heard, and cared for. In Secrets Behind the Customer Experience Shift, Charlie Stanley challenges the traditional, transactional approach to customer support and introduces a mindset that fosters lasting customer relationships. Through engaging storytelling and real-world insights, he reveals how a company can create experiences that go beyond solving problems to building trust and loyalty. This book explores what it truly means to serve customers in a way that turns them into lifelong advocates. It highlights how businesses can shift from reactive support to proactive, relationship-driven service, empower teams to take ownership and lead with kindness, and build trust with every interaction. Drawing from real experiences and proven principles, Secrets Behind the Customer Experience Shift redefines great service in a world where customer expectations are higher than ever. Whether you're a leader, support professional, or business owner, this book will equip you with the tools and strategies to transform your approach to service and create customer loyalty that lasts. Because when you take care of people, loyalty takes care of itself.

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9781783243570

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Author Information

Charlie Stanley is the CEO of Powerful, a company dedicated to delivering thoughtful, intentional, and people-first digital experiences. A purpose-driven leader, Charlie believes that great customer service isn't just about solving problems-it's about creating trust, building relationships, and turning customers into lifelong advocates.Under his leadership, Powerful has been recognized as one of Newsweek's Top 100 Most Loved Workplaces in America, Inc.'s Best Workplaces, and The Oregonian's No. 1 Top Workplace for companies under 100 employees in 2024. The company has also received accolades from Inc. Magazine, the Portland Business Journal, and the Better Business Bureau for its excellence in business and ethics.Charlie's approach to service is deeply rooted in intentionality and kindness. He believes that businesses thrive when they put people first, and he is passionate about helping teams create experiences that truly matter. Kenneth Kimbrell is the Manager of Engineering & Support at Powerful, bringing over 15 years of experience in web development and a passion for delivering exceptional digital solutions. A seasoned leader, he has played a pivotal role in shaping customer support and engineering processes, ensuring that technology serves not just as a tool, but as a way to create meaningful and lasting client relationships.Before entering the tech world, Kenneth served in the U.S. Navy, where he developed the discipline, precision, and problem-solving mindset that would later define his career. His journey into web development was driven by a relentless commitment to learning and improvement, leading him to become a master of web applications and a trusted Salesforce subject matter expert.At Powerful, Kenneth is responsible for overseeing custom development projects, support operations, and technical solutions that help utility organizations serve their communities. His leadership has helped foster a culture of thoughtful, high-quality service, setting a gold standard for customer experience.Kenneth holds a Bachelor of Science in Human Resources and Technical Management and a Master's in Management Information Systems from DeVry University. His expertise and dedication to excellence make him an influential voice in the future of customer experience and digital service.

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