Summary: Itrsquo;s 3:00 a.m. Do you know what your customer wants? According to Robert Bloom, author of The New Experts: Win Todayrsquo;s Newly Empowered Customers at Their Four Decisive Moments, your customer is one second of Smartphone research and a twitter review away from being on to the next brand. Robert explains why anticipating the ldquo;3:00 a.m. nightmarerdquo; and nailing several make or break, now or never moments throughout the customer experience is the key to making your brand their preference. Robert H. Bloom is a widely respected authority on business growth. He served as U.S. Chairman and CEO of Publicis Worldwide, the centerpiece of the $4.6 billion global marketing services company, and helped craft and implement growth strategies for some of the world's largest brands, including BMW, L'Oreal, Nestle, Southwest Airlines, and T-Mobile. For additional training on this topic, consider these AMA seminars: *Customer Service Excellence: How to Win and Keep Customers *Leading Extraordinary Customer Service *Developing and Executing a Customer-centric Strategy To learn more, read these AMACOM Books: *Exceptional Service, Exceptional Profit, by Leonardo Inghilleri and Micah Solomon *Strategic Customer Service, by John A. Goodman *The Experience Effect, by Jim Joseph
