Customer Marketing

A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience for Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises.

The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome.

You know your product is awesome, but does anybody else? Forget everything you thought you knew about positioning. Successfully connecting your product with consumers isn’t a matter of following trends, comparing yourself to the competition, or trying to attract the widest customer base. So, what is it? April Dunford, positioning guru and tech executive, will enlighten you.

Hillary Carpio and Travis Henry of Snowflake helped scale the go-to market program behind one of the fastest growing software companies in history. Not satisfied with the traditional model of separate sales and marketing functions, they married both into integrated, account-based, cross-functional teams that targeted and closed business at historic rates—what they call "one-team GTM." In Busting Silos: How Snowflake Unites Sales and Marketing to Win Its Best Customers, Carpio and Henry map out how you can do the same at scale.

Mr. Shmooze is the parable of a man who reveals the secret shared by all superstar salespeople. Selling, in its most exquisite form, is not about "taking", nor is it about "persuading". Selling, believe it or not, is about "giving". Mr. Shmooze gives for a living. He starts by listening and he quickly comes to understand what people really need. His customers love him because he gives more than he takes. They trust him because he is passionate about their interests.

They say you shouldn't ask your mom whether your business is a good idea, because she loves you and will lie to you. This is technically true, but it misses the point. You shouldn't ask anyone if your business is a good idea. It's a bad question, and everyone will lie to you at least a little. As a matter of fact, it's not their responsibility to tell you the truth. It's your responsibility to find it, and it's worth doing right.

The Supernova Model is a client service, client acquisition, and practice management model that drives an explosive acceleration in revenue and client satisfaction by capitalizing upon the 80/20 Rule. First implemented by financial advisors at Merrill Lynch - under the leadership of author Rob Knapp - it has grown increasingly popular within the financial services industry.

62 Free Ways to Grow Your Business Profits will stimulate hundreds of breakthrough ideas for you to ponder. Quite simply, the program takes a revolutionary approach to marketing that is more powerful than any other marketing force you've ever encountered before! Jay Levinson is like a walking encyclopedia of marketing insight.

An authentic brand community is more than just people buying your product or working alongside one another. This audiobook articulates the critical roles of mutual concern, common values, and shared experiences in creating fiercely loyal customer and collaborator relationships. Carrie Melissa Jones and Charles Vogl argue that in an authentic and enriching community, members have mutual concern for one another, share personal values, and join together in meaningful shared experiences, whether online or off. On the deepest level, brands must help members grow into who they want to be.

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service.

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.

CEOs. Leaders without titles. Startups. Corporations. For-profits. Nonprofits. It doesn't matter who you are or what you do - you want to become the best. You want to win, every time. Horst Schulze knows how to win. In Excellence Wins, Schulze, in his absolute no-nonsense approach, shares the visionary and disruptive principles that have produced immense global successes over the course of his still-prolific 50-year career.

Through the story of a $6,000 egg, Deb and Todd Duncan reveal that even the smallest interactions have the power to create lifelong patrons or alienate once-devoted customers. The 10 Golden Rules of Customer Service represents the costly mistake of removing customer satisfaction from the bottom line.

WARNING: This book isn't about how to be better at marketing. It's about building so much customer love that great marketing is just a by-product. So that people line up at your door. And there's nothing you can do to stop them. I've worked with 20,000 influencers and studied exactly how they build their brands. And then used those brands to launch cash-gushing businesses. Then I did it all for myself. It worked. And it can work for you too.

Are you good at working with your hands? Do you love creating things? Would you like to start a profitable side hustle, but don’t know where to begin? Maybe you already make and sell your own soap, but you don’t know how to find new customers. No worries: My book, Ultimate Guide to Building a Soap Making Business Empire can give you the knowledge and inspiration to start making and selling your own unique line of handmade soaps.

In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.

In Pick Up the Phone and Sell: How Proactive Calls to Customers and Prospects Can Double Your Sales, sales expert, consultant, and Wall Street Journal best-selling author Alex Goldfayn delivers a comprehensive road map to one of the most important weapons in any salesperson's arsenal: the phone. From the author of Selling Boldly and 5-Minute Selling, the book teaches you techniques to supercharge your sales by making the proactive call the tip of your selling spear.

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.

We are just witnessing the start of the radical changes in retail that will revolutionize shopping in every way. As Amazon and other disruptors continue to offer ever-greater value, customers' expectations will continue to ratchet up, making winning (and keeping) those customers all the more challenging. In The Shopping Revolution, Barbara E. Kahn, a foremost retail expert and professor at the Wharton School, examines the companies that have been most successful during this wave of change and offers fresh insights into what we can learn from their ascendance.

Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Created by author and loyalty guru Fred Reichheld, companies across the spectrum have adopted it - from industrial giants such as Mercedes-Benz and Cummins Engine to Silicon Valley sweethearts such as Apple and Google to digital innovators like Warby Parker and Peloton.