Business & Economics - Customer Relations

1-30 of 34

The Innovator's Dilemma

Clayton M. Christensen

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...

Abridged CD
Published: Jun 2001

Satisfied Customers Tell Three Friend...

Pete Blackshaw

In 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 ...

Unabridged MP3-CD
Published: Jul 2008

Customer Mania!: It's Never Too Late ...

Ken Blanchard

The 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...

Unabridged CD
Published: Nov 2004

What Clients Love

Harry Beckwith

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...

Abridged CD
Published: Jan 2003

Satisfied Customers Tell Three Friend...

Pete Blackshaw

In 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 ...

Unabridged CD
Published: Jul 2008

The Effortless Experience: Conquering...

Matthew Dixon

Conventional 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 ...

Unabridged CD
Published: Feb 2014

Human Sigma: Managing the Employee-Cu...

John H. Fleming

Six 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...

Unabridged MP3-CD
Published: Jan 2017

The Best Service Is No Service: How t...

Bill Price

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 comp...

Abridged CD
Published: Mar 2008

Ultimate Customer Service: Customer S...

Mark Sanborn

Includes 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...

Unabridged CD
Published: Apr 2011

The LUCK Principle: Business Results ...

Geoff Ables

The 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...

Paperback
Published: Dec 2016

Perfect Phrases for Customer Service:...

Robert Bacal

THE 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...

Paperback
Published: Nov 2010

Keep Your Customers: How to Stop Cust...

Ali Cudby

Keep 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...

Paperback
Published: Apr 2020

Delight Your Customers: 7 Simple Ways...

Steve Curtin

Great 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...

Paperback
Published: Jun 2013

501 Ways to Roll Out the Red Carpet f...

Donna Cutting

It'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...

Paperback
Published: Dec 2015

Not My Circus, Not My Monkeys: Why th...

Lance Gibbs

The 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...

Paperback
Published: Jun 2017

Be Amazing or Go Home: Seven Customer...

Shep Hyken

Want 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...

Paperback
Published: Oct 2019

The Fine Print: How Big Companies Use...

David Cay Johnston

A 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...

Paperback
Published: Aug 2013

No B.S. Guide to Maximum Referrals an...

Dan S. Kennedy

Millionaire 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...

Paperback
Published: Mar 2016

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...

Paperback
Published: Aug 2018

The Poetics of Sales: A Sales Rep’s...

Ernie Lansford

The 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...

Paperback
Published: Jun 2018

Feedback Rules!: 52 Ways to Listen to...

Doug Madenberg

It'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 ...

Paperback
Published: Mar 2016

7L: The Seven Levels of Communication...

Michael J. Maher

Can 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...

Paperback
Published: Apr 2016

Fast-Track Your Business: A Customer-...

Laura Patterson

READY. 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...

Paperback
Published: Jan 2020

Customer Experience: What, How and Wh...

Don Peppers

When 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...

Paperback
Published: Apr 2016

Customer Success Mindset: Building Cu...

Jyotsana Shukla

Unlock 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...

Paperback
Published: May 2022

The Seventh Level: Transform Your Bus...

Amanda Slavin

While 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...

Paperback
Published: Oct 2019

Taking Your Customer Care to the Next...

Nadji Tehrani

Companies 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...

Paperback
Published: Aug 2015

Customer Service Tip of the Week: Ove...

Jeff Toister

Reinforce 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...

Paperback
Published: Sep 2018

Getting Service Right: Overcoming the...

Jeff Toister

Note: 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 ...

Paperback
Published: Mar 2019

The Service Culture Handbook: A Step-...

Jeff Toister

Imagine 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,...

Paperback
Published: Mar 2017
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