Customer Business

Required listening for any organization that interacts with the public - ranging from independent consultants to established large corporations and small businesses to new start-ups and nonprofits - The New Rules of Sales and Service is the essential guidebook for anyone attempting to navigate the exciting and evolving digital landscape.

Everywhere we turn, brands and organizations are under fire for failing to treat their customers with respect and dignity. And increasingly, consumers want firms to take a lead in helping to shape a better society. Yet, most don't know where to start or have struggled to get things right. In Marketplace Dignity, Cait Lamberton, Neela A. Saldanha, and Tom Wein introduce a tangible, practical way to take a stand on the fundamental value of humans, and in so doing, be a force for good in a society that increasingly demands that they do so.

The Welcomer Edge provides practical recommendations and strategies so that any company - regardless of industry or size - can maximize the quality of its customer service and the quantity of its loyal customers. The principles outlined in The Welcomer Edge are universal for all sales and service environments. It describes four distinct categories of service professionals - the people that will make any customer service/sales function or department a success.

The members of a massive and growing customer group are highly engaged with one subject: changing their own behavior to be healthier, wealthier, and wiser. Unlike the average consumer, these people are eager and excited to connect with businesses - if they'll help them make these very difficult changes. Nelson calls these people "transformational consumers".

Marketers are faced with a stark and challenging dilemma: Customers demand deep personalization, but they are increasingly leery of offering the type of personal data required to make it happen. As a solution to this problem, customer data platforms have come to the fore. CDPs are the hottest marketing technology around today, but are they worthy of the hype? Customer Data Platforms takes a deep dive into everything CDP, so you can learn how to steer your firm toward the future of personalization.

Loyal customers are the beating heart of every great business. So why do so many companies act like adrenaline junkies, chasing after new customers at the expense of creating deeper, more profitable relationships with the ones they already have? Evergreen exposes the mad pursuit for what it is: a brief spike in metrics and an ongoing revenue drain as one-time customers fail to return. A better solution is to shift resources from attracting new customers to engaging the base.

Quality service impacts sales and returns positively. This book teaches how to be successful and profitable in your business by offering exceptional customer service, and it also explains thе main rеаѕоn whу mаnу ѕuссеѕѕful соmраniеѕ make excellent customer service аn imроrtаnt еlеmеnt in thеir agenda. What you’ll learn in this book will work great for business owners, entrepreneurs, and training of customer service specialists.

The phenomenal international best seller Fish! told the story of a fictional company that transformed itself by applying lessons learned from Seattle's Pike Place Fish market. Now, with Fish! Tales, listeners can learn how people in real-life businesses boosted morale and improved results by implementing these same principles. Here are specific and tested techniques that can be put to use right away in any kind of business or organization, even at home.

The Agile Brand Guide to Customer Journey Orchestration Platforms: Evaluating, Buying, and Implementing a CJO for Marketers by Greg Kihlström explores marketers’ need for a customer journey orchestration, as well as the roles a CJO platform should play, the different types on the market, and how to evaluate and implement a platform once you have selected it.

With the explosion of social media, the competition for attention - and customers - is more intense than ever before. Standing out is not only more challenging than ever, it now has less of an impact on sustained growth. To be a lasting company, leader, or brand on a positive trajectory today, one must become iconic. Award-winning author and speaker Scott McKain examines what an iconic organization or leader is and helps you attain and retain that rare status. If your company has slipped in its standing, McKain teaches you how you can regain your position.

Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls zombie loyalists--fervent fans who help companies massively increase their customer bases, brand awareness, and, most important, revenues. Imagine an army of customers who will do your public relations, marketing, and advertising without being asked each and every time they give you their money. These are zombie loyalists.

People decide who to trust, what advice to heed, and which individuals to forge personal or transactional relationships with based on a simple metric of believability. Success, in turn, comes from understanding one basic principle: how to be more trusted. Likeonomics offers a new vision of a world beyond Facebook where personal relationships, likability, brutal honesty, extreme simplicity, and basic humanity are behind everything from multi-million dollar mergers to record-breaking product sales. There is a real ROI to likability, and exactly how big it is will amaze you.

Adopting a holistic approach to email marketing will help you break through barriers, serve your customers better and drive stronger results for your company. Holistic Email Marketing is a reliable source of up-to-date, practical guidance, inspiration and thought leadership to make your email marketing programmes dynamic.

Today's customers have more buying options than ever before. They don't care if it's direct or indirect. They don't mind if it's not your preferred sales model. And they don't like it when you try to tell them how to buy from you. If you want your customers to keep buying - and your company to keep growing - you need to rethink and retool the way you're selling. You need to go "hybrid". The Hybrid Sales Channel shows you how to integrate, invigorate, and maximize the direct and indirect sales channels you already have.

Harness the power of games to create extraordinary customer engagement with Game-Based Marketing. Gamification is revolutionizing the web and mobile apps. Innovative startups like Foursquare and Swoopo, growth companies like Gilt and Groupon and established brands like United Airlines and Nike all agree: the most powerful way to create and engage a vibrant community is with game mechanics.

The nearly three billion people living on two dollars a day are not just the world’s greatest challenge - they represent an extraordinary market opportunity. The key is what Paul Polak and Mal Warwick call Zero-Based Design: starting from scratch to create innovative products and services tailored for the very poor, armed with a thorough understanding of what they really want and need, and driven by what Polak and Warwick call "the ruthless pursuit of affordability". Polak has been doing this work for years, and Warwick has extensive experience in both business and philanthropy.

Many businesses create an ideal consumer profile - aiming all their sales and marketing efforts toward this single type of person - and end up missing out on endless opportunities to sell their services or products. Award-winning business coach, speaker, and author Pamela Slim has helped thousands of entrepreneurs around the world start, sustain, and scale their businesses. She explains how to build strong diverse relationships, identify and connect with new partners, expand markets, generate leads, and find new customers in places you may never have considered.

We find ourselves engaged in various kinds of negotiations every day, from trying to land a new account or win a promotion at work, to buying a house or a car, or settling a dispute with a friend or spouse. In this groundbreaking audiobook, negotiation expert Ed Brodow shows us how to settle conflicts amicably and reach a win-win solution every time.

Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons. This audiobook will help any customer-facing organization deliver better customer experiences, save money, and increase revenue. Veteran customer service experts Bill Price and David Jaffe, coauthors of the best seller The Best Service Is No Service, explain how organizations can design products, sales, and support so that customer effort is reduced or, better still, removed.

In a tight market, your most powerful growth engine - and your best protection from competitive inroads - is this: Put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand.

In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.