Great companies can fail—not because they do anything wrong, but because they do everything right. Meeting customers' current needs leads firms to reject breakthrough innovations-"disruptive technologies" that create the p...
Satisfied Customers Tell Three Friend...
Pete BlackshawIn today's Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"-blogs, social networking pages, message boards, product review ...
Customer Mania!: It's Never Too Late ...
Ken BlanchardThe One Minute Manager meets Yum!, the world's largest restaurant company, in this practical guide to making superlative customer service drive your business to success. Customer Mania! tells the story of a company Chairman and how hi...
Harry Beckwith, bestselling author of Selling the Invisible and the Audie award-winning The Invisible Touch, reveals how businesses need to think, plan, communicate and best serve clients in this 'tool kit' for putting together an eff...
Satisfied Customers Tell Three Friend...
Pete BlackshawIn today's Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"-blogs, social networking pages, message boards, product review ...
The Effortless Experience: Conquering...
Matthew DixonConventional wisdom holds that to increase loyalty, companies must "delight" customers by exceeding service expectations. Some focus on dazzling them at the cost of neglecting to solve basic service problems-a big strategic ...
Human Sigma: Managing the Employee-Cu...
John H. FlemingSix Sigma changed the face of manufacturing quality, creating excellence by reducing variance in finished goods, revolutionizing businesses, and boosting profits. Now, Human Sigma is poised to do the same for sales and service organiz...
The Best Service Is No Service: How t...
Bill PriceMost 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 comp...
Ultimate Customer Service: Customer S...
Mark SanbornIncludes a bonus DVD! Exceptional customer service is no accident! Great service providers know what to do, teach their employees how to do it, and then consistently deliver first-class service. Now, you can get the world's top cus...
The LUCK Principle: Business Results ...
Geoff AblesThe workplace is being reshaped. Technology is transforming how people interact with each other and with the world around them. The data that organizations must understand is growing at an explosive pace. Customers expect better exper...
Perfect Phrases for Customer Service:...
Robert BacalTHE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIMEYou've heard it a million times: "The customer is always right." But let's face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to...
Keep Your Customers: How to Stop Cust...
Ali CudbyKeep Your Customers shares why loyalty in the business world matters and walks companies through the strategies and tactics that boost long-term customer value. It costs 5 to 25 times more for companies to acquire a new customer versu...
Delight Your Customers: 7 Simple Ways...
Steve CurtinGreat customer service is rare. In fact, one survey found that while 80 percent of companies described themselves as delivering "superior" service, consumers estimated the number at a mere 8 percent. The problem, according t...
501 Ways to Roll Out the Red Carpet f...
Donna CuttingIt's no secret that companies that deliver one-of-a-kind experiences for their customers create raving fans that return, refer, and clamor for more. As a leader in your organization, you are charged with coming up with unique and exci...
Not My Circus, Not My Monkeys: Why th...
Lance GibbsThe name of the game in business is to deliver an exceptional customer experience to consumers and clients. But if a company's employee experience is subpar, the customer's experience will also suffer. Lance Gibbs, an authority on bus...
Be Amazing or Go Home: Seven Customer...
Shep HykenWant to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn't an out-of-reach goal. In fact, amazement is a habit that anyone can master—and Shep Hyken knows the t...
The Fine Print: How Big Companies Use...
David Cay JohnstonA bestselling author's shocking analysis of the many ways we are victimized by corporations David Cay Johnston, the bestselling author of Perfectly Legal and Free Lunch, is famous for exposing the perfidies of our biggest institutio...
No B.S. Guide to Maximum Referrals an...
Dan S. KennedyMillionaire maker Dan S. Kennedy has joined with marketing guru Shaun Buck to help business owners, private practice professionals, and professional marketers start making dollars and cents of their customer referral and retention pra...
Advice from a Call Center Geek: Rethi...
Thomas Anthony Laird"Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization suc...
The Poetics of Sales: A Sales Rep’s...
Ernie LansfordThe Poetics of Sales will help you increase sales, margins, and profits if you subscribe to the ideas and concepts within and work to earn what the author calls Celebrated Relationships with your customers. If you do that, you'll have...
Feedback Rules!: 52 Ways to Listen to...
Doug MadenbergIt's critical to get feedback from the stakeholders of your business—customers, employees, members, business partners, and more. Whether you are conducting a telephone survey, doing in-depth customer interviews, or taking the pulse ...
7L: The Seven Levels of Communication...
Michael J. MaherCan you imagine receiving a referral each and every day? Neither could real estate agent Rick Masters.(7L) The Seven Levels of Communication tells the entertaining and educational story of Rick Masters, who is suffering from a down ec...
Fast-Track Your Business: A Customer-...
Laura PattersonREADY. SET. GROW! Former football player and coach, Lou Holtz, once said: "In this world you're either growing or you're dying, so get in motion and grow." Most every company leader is in pursuit of growth. Growing compani...
Customer Experience: What, How and Wh...
Don PeppersWhen it comes to customer experience, Don Peppers is one of the world's most respected authorities. Over the last twenty years he and co-author Martha Rogers have written a series of best-selling books on the subject, collectively sel...
Customer Success Mindset: Building Cu...
Jyotsana ShuklaUnlock unlimited growth potential for your business using your biggest advocates: your customers. Being a truly customer-centric organization goes beyond just having a customer success function. This book talks about some strategi...
The Seventh Level: Transform Your Bus...
Amanda SlavinWhile instant communication is now easier than ever, people's attention is spread thin, time has never been more valuable, and disengagement in both customers and employees is at an all-time high. This means most brands never reach th...
Taking Your Customer Care to the Next...
Nadji TehraniCompanies spend big money and significant resources to acquire new customers while they tend to give little thought about how to hold onto clients who are heading for the exits. That's a mistake. Businesses need to change their thinki...
Customer Service Tip of the Week: Ove...
Jeff ToisterReinforce your customer service skills!The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the ba...
Getting Service Right: Overcoming the...
Jeff ToisterNote: This is a second edition. The first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About ItAre you endlessly trying to improve ...
The Service Culture Handbook: A Step-...
Jeff ToisterImagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.In short,...