Customer Marketing

UnSelling is about everything but the sell. We put all of our focus on the individual purchase transaction, while putting the rest of our business actions second. We've become blind to customer service, support, branding, experiences, and even product quality. Sixty percent of a purchasing decision is made before a customer even contacts you. We have funnel vision, and it needs to stop. UnSelling is about the big picture: creating repeat customers, not one-time buyers. Create loyal clients that refer others, not faceless numbers.

The Unsold Mindset reveals a counterintuitive approach not just to selling but to life. It’s a journey toward an entirely new mindset—the greatest sellers on the planet aren’t successful because of what they do, they’re successful because of what they think. Being a good person and a good salesperson aren’t mutually exclusive. The Unsold Mindset will change the way you think about selling and the way you think about yourself.

Most social media marketing strategies are designed to inflate useless metrics such as likes, shares, and comments. These metrics might look cool, but they won't grow your business. In this book, I bust the five most common social media marketing myths and show you how to use social media to your advantage.

The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.

Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a "relationship" with your company's customer service department, or do they simply want to purchase your products or services so they can put them to use?

The power of glitzy advertising and elaborate marketing campaigns is on the wane; word- of-mouth referrals are what drive business today. People trust the recommendation of a friend, family member, colleague, or even stranger with similar tastes over anything thrust at them by a faceless company. Most business owners believe that whether customers refer them is entirely out of their hands. But science shows that people can't help recommending products and services to their friends....

With people being inundated with thousands of daily sales messages, selling is now tougher than ever. That's why you need to learn what neuroscience has uncovered that will immediately increase your selling and influencing effectiveness.

The Heart of Hospitality is the essential guide to creating exceptional customer service and hospitality for guests of all generations, including millennials, boomers, and more.

In an online and social media world, measurement is the key to success. If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible", they can be measured and managed - with powerful results. Measure What Matters explains simple, step-by-step procedures for measuring customers, social media reputation, influence and authority, the media, and other key constituencies.

We're in the midst of a revolution. Quantum leaps in technology are enabling organizations to observe and measure people's behavior in real time, communicate internally at extraordinary speed, and innovate continuously. These new, software-driven technologies are transforming the way companies interact with their customers, employees, and other stakeholders.

Slow Down, Sell Faster! does this by introducing a simple yet powerful method for buyer-focused selling that is practical, repeatable, and easily customizable. This buyer-focused approach extends to proposals and presentations, loyalty and retention, and, of course, cultivating more business. Each step in the book corresponds to a role you should adopt to meet customers’ needs at each stage of the buying process. Increasing sales is not just about learning more sales techniques; it’s about understanding the buying process - from your customer’s point of view.

At its heart Lessons from the Mouse presents 10 lessons that guide listeners in applying excellence in their own organizations, careers, and lives. Whether being used as a tool for increased organizational effectiveness or a guide for the college grad or new entrepreneur, Lessons from the Mouse offers timeless, straightforward advice.

You've probably already realized that storytelling is ubiquitous today and that it's hard to imagine marketing without it. In this guide, you will first get an overview of what storytelling actually is and why it is an important part of a successful marketing strategy. In addition, you will learn in the theory section how a classic story is structured, to what extent this structure can be integrated into business practice and what alternatives there are.

Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, customer success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.

This isn't your average restaurant business book. Burns fearlessly dives headfirst into the brutal truth of what's been holding restaurants back from greatness. No more sugar-coating or industry double-speak–it's time for a savage wake-up call!

Conversation Marketing will help you connect your brands, not just to the minds of your consumers, but to their hearts. Slick slogans and catchy ads may still work in some instances, but today's discerning consumers demand more. They want information and a reason to connect with a brand before they act. They want a conversation.

The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience - the Walt Disney Company. Co-author Bruce Loeffler spent 10 years at Disney World overseeing service excellence. He has partnered with Brian T. Church to show you how to bring that same level of care and value to your own organization.

Learn the secret of what really drives sales - and how to give people what they need so they want to buy from you.

Written in the trenches of helping hundreds of B2B SaaS businesses, The Pricing Roadmap will help you pour gasoline on the fire of your pricing. Ditch the guesswork with this step-by-step guide to designing SaaS pricing that grows your business—whether you’re a startup, prerevenue venture, or an established market leader.

Workplaces are filled with all types of people, and some of them can be very difficult to get along with. By understanding difficult people and their behaviors, a savvy individual can resolve the awkward and problematic situations they create. Dealing with Difficult People looks at difficult behavior - what drives it and how to cope with it by managing aggression, avoiding awkward situations, and keeping calm. This third edition provides tools and techniques for dealing with difficult customers, difficult people in the digital sphere, and difficult bosses.