Savvy business leaders know that the customer is king. The voice of the customer is what matters most in critical business decisions. How are you responding to customer concerns? Your answer is crucial to the growth of your business and your revenues. But are companies really listening to their customers? Thriving companies understand that listening is the first step in leadership. Listen Up! offers busy business leaders a playbook for building a culture that is grounded in creating customer experiences that deliver customer success. Author Karen Mangia--customer experience expert and Salesforce executive--shows you how to leverage better questions to get better answers--with strategies that go beyond the survey. More meetings aren't the answer: better metrics and better results are closer than you might think. But only when you are listening to your customers across the entire lifecycle of the journey. Designed as a practical guide, Listen Up! is filled with the proven best practices, strategies, and techniques to move leaders from deep listening to deep understanding, from powerful statistics to powerful stories. And don't forget the cautionary tales, designed to provoke your organization into greater performance. For every customer-focused organization, there's always an opportunity to go deeper, to discover more, and to serve at a deeper level. This book shows you how, with best practices from internationally-renowned B2B and B2C brands that have transformed their approach to customer success. Mangia also includes hands-on exercises you can use, today, to reshape how you interact with your customers. Rethink how teams work together, with guidance on how to truly align around the one voice that matters most: the voice of the customer. Do you know how to engage in a dialogue that lets your customers feel heard, listened to, and understood? Can your leadership team take ego out of the conversation so that you can hear what needs to be said? This book will show you how to listen without defensiveness. Welcome to your road map to a deeper understanding of what it really takes to do what your competition won't, or can't. Ultimately, Listen Up! is about the most important connection in any organization: the connection to the customer.