Customers Aren't Leaving Because of Bad Service. They're Leaving Because of This.

Justin Herald's ninth book Service Rebellion: The Wolf Pack Standard releases June 29 and it addresses something every business owner and every customer around the world already knows but nobody has properly named.

The numbers tell a confronting story. Poor customer service costs global businesses an estimated $3.7 trillion in lost revenue every year according to Qualtrics research. More revealing still, 56 per cent of dissatisfied customers never complain. They simply switch to a competitor without a word, without a warning and without giving anyone a chance to fix it.

Customers are not leaving because of dramatic failures. Standards are quietly drifting. The experience changes depending on who is working. And businesses are losing customers they never see leave.

Business owners are frustrated too. They are spending more than ever attracting customers, only to lose them through experiences they often never see.

Entrepreneur and International Entrepreneur of the Year Justin Herald says both sides are suffering from the same problem.

Herald says Service Rebellion is the book he felt compelled to write. After 25 years watching businesses invest heavily in marketing, technology and systems while the most fundamental driver of growth quietly eroded, he believes genuine customer engagement has become a lost art form. And recovering it, he argues, is not just good for customers. It is the most direct and underutilised path to sustainable business growth and lasting customer loyalty.

Herald says the solution is not more scripts, automation or apologies.

"Most businesses genuinely care about their customers, and most staff want to do a good job. But customers cannot experience good intentions. They experience what actually happens."

Service Rebellion says out loud what customers have been thinking and what business owners need their teams to understand. Customers want to feel important, respected and confident that someone will take responsibility.

The book reveals the eight invisible levels every customer silently evaluates in every interaction with a business and introduces the Wolf Pack Standard, a behavioural framework that gives every person in an organisation a clear, shared and non-negotiable standard for how they show up for every customer every single day.

Before its official release the book has already generated significant corporate interest with organisations ordering bulk copies for their teams. An international rights agency has formally committed to taking the book to global markets, citing its universal framework and scoring it 21 out of 24 in their evaluation. The problem it addresses clearly has no borders.

Service Rebellion: The Wolf Pack Standard will be available on Amazon and in bookstores from June 29.

About Justin Herald

Justin Herald is an entrepreneur, international keynote speaker and eight time international bestselling author who has spent more than 25 years working with businesses across the globe. At 25 he built Attitude Inc from $50 into a global licensing brand operating across 55 countries and generating over $30 million in annual turnover. He was named International Entrepreneur of the Year and recognised as one of Australia's 50 most influential next generation leaders. He speaks to more than 80,000 people annually. Service Rebellion: The Wolf Pack Standard is his ninth book.

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