If the Customer's the Copilot, You're in the Wrong Seat: Innovative Yet Simple Strategies to Elevate Your Customer's Experience - Softcover

Brian is recognized internationally as an industry expert, award winning keynote speaker, panelist and key contributor on the integration of 'simplifying' the customer experience. He has spoken to attendees that represent over 200 of the Fortune 500 companies in 11 countries. Brian serves on the Board of Directors for the Fisher House of Milwaukee (5% of his book's profits go to this organization). The Fisher House provides a "home away from home" for military and veterans' families. In addition, he was appointed to the CX University Excellence Board and also serves on their thought leader / teaching facility with some of the most innovative minds in the CX field.

"Brian Dennis has always gone the extra mile for his customers and his teams. His brilliant guidance is cleverly woven throughout the book. This is a must-read for any true customer experience leader's library. Here at Marriott, our 'Spirit to Serve' culture is all about our guests having a great experience. If the Customer's the Copilot, You're in the Wrong Seat provides the lessons that help us deliver upon that experience." Doug Ridge, General Manager, Gaylord National Resort & Convention Center

"Brian's latest book delivers on the promise its title makes. It's 100% practical and 100% inspirational. Read it. Study it. Steal from it. Most importantly, do something with your teams using the wisdom and stories you'll find inside. At least one of them will become your new north star!" Mike Wittenstein, Managing Partner, Storyminers

"At first I thought this might be just another customer service book. After reading the first chapter, it was clear that If the Customer's the Copilot, You're in the Wrong Seat was special. One thing I love about Brian's book is the simplicity in which he writes. Every employee, front-line associate or seasoned manager can benefit instantly by guidance he provides. Don't delay-start reading it now!" Toni Yacobian, Founder & CEO of The Yacobian Group

"If the Customer's the Copilot, You're in the Wrong Seat is a must-read for Customer Experience professionals looking to stay ahead of the curve. The winning combination of engaging storytelling and practical tips makes Brian's book a pleasure to read. Hats off to Brian for reminding us, educating us, and inspiring us to block out the noise, embrace change, and ensure that our customers are driving our service strategies." Chad McDaniel, President of Execs In The Know
 
"Of all the books I have read on the subject of The Customer, this book by far is the most enjoyable and eminently practical, as Brian is a great storyteller with a significant depth of experience. Brian draws from multiple industries and disciplines using examples-often humorous-to illustrate and teach us where to look next for inspiration. If we learn best by example and by doing, then this is the 'go to' book for your new strategic plan to improve customer loyalty. Highly recommended!" Mary Murcott, President of The Customer Experience Institute, Dialog Direct, and author of Driving Peak Sales Performance in Call Centers

"We believe that happy employees = happy customers = more profitable business. With his years as a customer experience innovator, Brian's book will show you yet another way to create a culture of engaged employees to make that equation work." Jenn Lim, CEO and Chief Happiness Officer, Delivering Happiness

"What I love about Brian's new book is how he makes the connection between employees and customers. Investing in having real people make real decisions with a customer-first lens, and providing the support system and training to essentially create a living culture of customer service-these are real solutions that benefit both the customer and the employee! From dragging Charlie on the golf course to the Packers Sweep, his use of stories makes the lessons easy to remember and recall, and creates a fun common language for keeping the lens! Unlike books with catchy slogans and one-hit wonders, this book provides a comprehensive philosophy based in our current customer-centric reality. An easy and delightful read with huge ROI, I highly recommend If the Customer's the Copilot, You're in the Wrong Seat!" Wayne Bennett, President, TeamWorx Team Building

"Through his use of entertaining stories, Brian Dennis makes strong points that serve as tips, tactics and strategies any business must have to deliver amazing customer service." Shep Hyken, customer service expert and New York Times bestselling author of The Amazement Revolution