Customer Business

What would a social media revolt, based on a single mishandled customer exchange, cost your company? This book's 48 rules for strategic customer care give you the guidelines you need to make intelligent strategic investments in customer care, based on the world-famous Sandler Selling System. Customer Service: The Sandler Way helps you and create and sustain a working culture built on the belief that the customer not only matters, but is the only reason your organization exists.

The best financial advisors are well equipped to succeed regardless of market conditions. Based on interviews with 15 top advisors, each doing several million dollars worth of business every year, The Million-Dollar Financial Advisor distills their universal success principles into 13 distinct lessons. Each is explained step-by-step for immediate application by veteran and new financial professionals alike.

Magnetic Marketing® is a radical, dramatically different sea-change in the way new customers, clients, patients, or prospects are attracted and in the way products, services, businesses, and practices are advertised. It is a “change movement” that has established itself in over 136 different niches, business categories, industries, and professions, but is still also a “best kept secret”.

The solution in each case was a focus on customer experience, the most powerful - and misunderstood - element of corporate strategy today. Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver. Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew 22 percent.

Sales have dropped precipitously. The board is meeting next week. Bob, founder and long-time CEO, is urged by his team to hire an expensive management consulting firm and drastically cut costs as a last ditch effort to improve the company’s bottom line.

What is it that made Starbucks an overnight sensation and separated it from other coffee house companies? Why do many products with great product innovation, perfect locations, terrific customer experiences, even breakthrough advertising, fail to get the same visceral traction in the marketplace as brands like Apple and Nike?

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.

Discover how to create exceptional customer service and a superior customer experience, learning from the greatest companies of our time.

To future-proof your business, you need to do more than merely offer high-quality and great service. You need to become Ridiculously Easy to Do Business With. This practical guide offers over two dozen categories of policies and behaviors that cause "friction" (frustration) for your customers and clients. If left unaddressed, you will undoubtedly see a steady exodus of customers as they seek more accommodating and aligned alternatives. Customers will leave you for competitors if you give them a reason to.

Category Creation is the first and only audiobook on the topic written by executives and marketers actively building new categories. It explains how category creation has become the Holy Grail of marketing and, more importantly, how it can be planned and orchestrated. It's not about luck. You can use the same tactics that other category-defining companies have used to delight customers, employees, and investors. There's no better strategy that results in faster growth and higher valuations for the company on top.

Digital technology has profoundly altered the competitive landscape for retailers. Although the shutdown of 2020 didn’t cause this trend, it has dramatically accelerated it, collapsing retailers’ transformation timeline into a matter of months, not years. In Remarkable Retail, industry thought leader Steve Dennis argues that it’s no longer enough merely to offer convenience, decent prices, or an okay shopping experience. Even very good is no longer good enough. To win and keep customers today, retailers must be nothing short of remarkable.

Over the past decade, Inbound Marketing has changed the way companies earn buyers’ trust and build their brands - through meaningful, helpful content. But with that change comes unprecedented access to information in a few quick keystrokes. Enter the age of the empowered buyer, one who no longer has to rely on a sales rep to research their challenges or learn more about how a company’s offering might fit their needs. Now, with more than 60 percent of purchasing decisions made in the absence of a sales rep, the role of the rep itself has been called into question.

In the old days, when we made physical products, setting project goals wasn’t that hard. But in today’s service - and software-driven world, “done” is less obvious. When is Amazon done? When is Google done? Or Facebook? In reality, services powered by digital systems are never done. So then how do we give teams a goal that they can work on? Mostly, we simply ask teams to build features - but features are the wrong way to go. We often build features that create no value. Instead, we need to give teams an outcome to achieve.

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.

Jobs to Be Done gives you a clear-cut framework for thinking about your business, outlines a road map for discovering new markets, new products, and new services, and helps you generate creative opportunities to innovate your way to success.

In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization - in any industry - in every corner of the world.

If there's anything the recession of 2009 taught us, it was the importance of investing in our customers, but when was this any different? So says Joseph Jaffe, best-selling author of Life After the 30-Second Spot and Join the Conversation, and a leading expert and thought leader on new media and social media. In most businesses, it costs roughly five-to-10 times more to acquire a new customer than it does to retain an existing one, and yet companies continue to disproportionately spend their budgets into the "wrong" end of the funnel the mass media or awareness side.

People love to buy. They love taking home a great product, and they definitely love getting a great deal. But, unfortunately for anyone in sales, people hate being sold. They hate feeling like they've been convinced to buy something or tricked into a purchase - even if they want the product you're selling. That's why sales is harder than ever, and that's why you have to change the way you operate if you want to sell more and keep your customers coming back.

If all the practice consultants and marketing experts have such great ideas to share, why aren't they using them to run their own successful practices? Finally, a book that offers not just ideas but proven strategies for transforming any financial practice into a highly effective value-delivering machine. Practicing financial advisor Matthew Jarvis uses these exact strategies to run his own wildly successful investment firm.

The first ever playbook for B2B salespeople on how to win clients and customers who are already being serviced by your competition, from the author of The Only Sales Guide You'll Ever Need and The Lost Art of Closing. Your competitors may be tough, but with the strategies you'll discover in this audiobook, you'll soon be eating their lunch.