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1) Lucky stiff
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After a truck spills a million honeybees on the Las Vegas Strip, hotel customer relations head Lucky O'Toole discovers that a prominent district attorney has been murdered during the ensuing chaos and that private investigator Jeremy Whitlock is being unfairly scrutinized.
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How do you grow a truly sustainable business in the hypercompetitive 21st century? By using the practical, psychology-based strategies in this book to dive into the mind of your customer and enhance your business's customer experience by creating "buying loops" that keep your customers coming back for more. The Customer Loyalty Loop includes proven, science-backed secrets for building legions of loyal customers who will become evangelists for your...
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In this fresh, original book, Steve Yastrow turns conventional sales and marketing on its head by showing what really motivates your customers: A strong relationship with your business. Both a manifesto and how-to guide, “We: The Ideal Customer Relationship” will change the way you interact with customers, and change the way your customers think about you.
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"A Legendary CEO's Unique Management System In 1967, Charles Koch took the reins of his father's company and began the process of growing it from a $21 million company into a global corporation with revenues of about $115 billion, according to Forbes. So how did this MIT engineer manage to grow Koch Industries into one of the largest private companies in the world today with growth exceeding that of the S & P 500 by almost 30-fold over the last five...
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Americans on both sides of the aisle love to reference the Constitution as the ultimate source of truth. But which truth? What did the framers really have in mind? In a book that author R. B. Bernstein calls "essential reading," acclaimed historian Ray Raphael places the Constitution in its historical context, dispensing little-known facts and debunking popular preconceived notions. For each myth, Raphael first notes the kernel of truth it represents,...
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True Stories of Winners and Losers in the Quest for Superior Service. Who wins? Who loses? It's up to you! BENCHMARK the best service innovations. (Chapter 5: Generating New Ideas) DISCOVER how to keep your customers happy, loyal and buying more. (Chapter 10: Building Up Your Business) Find out who makes the biggest mistakes in service, and what you must avoid. (Chapter 13: The Infinite Absurdity Awards) Plus many more easy-to-use insights on the...
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Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their MAGIC customer service training program. MAGIC, which stands for Make A Great Impression on the Customer, can help anyone become the type of communicator that makes their customers...
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Fast Break addresses the increasing challenges that today's automotive dealer’s face. Over a period of decades, dealers developed a transaction/centric mindset. Given that you only have the opportunity to sell a new vehicle every 4-7 years this may be understandable. Unfortunately this mindset has crept into the service department, which needs to have the opposite orientation. By embracing a customer-centric approach to your service business, you...
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We are in the age of the empowered customer. There are more and more customer choices, greater and greater customer demands on organizations everywhere. Your Customers want to contact you utilizing an ever-growing number of channels but still expect a continual and contextual conversation with you throughout their journey. The expectations from your customer is no longer to just resolve their issues on the first try, but instead to anticipate their...
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Eventually, every organization faces a serious branding disaster. Think of United Airlines, Wells Fargo, Uber, and other companies whose tribulations made front-page news. Poor business decisions, corrupt cultures, or just plain bad luck can lead to major PR meltdowns, sending once-loyal consumers fleeing in droves. But there's a right way to handle controversy and come out stronger on the other side.
Using recent high-profile brand implosions as...
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What drives customer success? Technology, processes, or the people involved?
Customer success as an orchestrated business function is more vital than ever, amidst heightened focus on reducing customer churn and on increasing recurring revenue.
"Helping Customers Win" covers three primary aspects of customer success-technology, processes, and people-with a sharp focus on "people" to elevate your company's reputation and client success. Mastering...
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Bread and Butter is a book with three parts: First, it's the story of the birth of an extraordinarily successful kind of business called a "freedom franchise": Great Harvest Bread Co., which began as one bakery 25 years ago, is now a $60-million-a-year company with 140 stores in 40 states.
Second, it's the story of one employee's success-the author, Tom McMakin, who was looking for a job and found a lifestyle. McMakin's immersion into Great Harvest...
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UNCOVER THE SECRETS OF CREATING LOYAL SUPER FANS THAT WILL SKYROCKET YOUR BUSINESS. You don't have to be an amazing marketing or sales person to grow your business. What if you could launch your business to a level beyond your dreams and never have to worry about losing customers again? Imagine having your existing customers transform into loyal SUPER FANS, who rave about you and your business? You will discover the secrets to creating Super Fans,...
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In today's competitive business world, there's no place for lackluster performance, half-brilliant contributions, or low-burning customer service. When you find your SPARK you shine brilliantly against a backdrop of automation, algorithms, and autonomous cars. You realize you weren't just hired to do a job; your purpose is to surpass all expectations and create memorable moments that surprise and delight your customers. Your SPARK is what distinguishes...
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This book is a great and practical guide in developing a company's customer service program from scratch. In some cases, there may be a need to improve on an existing one that is deficient in many ways. It will help a company-large or small-to determine how their customer service program should be developed to keep customers happy and satisfied.
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Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and Dianna Maul, with more than forty years combined experience...
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Customer Service: The Kingpin of Business Success in Africa is a must read as it communicates how the power of customer service can revolutionise business on the African continent. The book uses proverbs and wise sayings to captivate the reader into action. The book captures both the African and Western experience to position the reader as a global player in the world of customer service. The book is a change agent and provides a platform how customer...
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FACT: NOTHING IS COSTLIER OR MORE DIFFICULT THAN GETTING A NEW CUSTOMER. Business owners agree. The referred customer is far superior to the one brought in by 'cold' advertising. Yet most business owners will invest more money to find new customers than getting referrals from current, happy customers. Millionaire maker Dan S. Kennedy and customer retention expert Shaun Buck dare you to stop chasing new customers and keep an iron cage around the ones...
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Magic for Malls make the connection between the low self-esteem experienced by many retail staff and poor level of service suffered by customers. It then lays out The Magic Programme, developed for staff at the award-winning shopping centre at Meadowhall and then shared across Europe with 30,000 retail employees, including entry level and long-term unemployed people. It allows participants to find success through failure, a process which boosts confidence,...
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Un libro como ninguno en el género del servicio al cliente, Willie: Chofer y profesor traduce la sabiduría del sentido común en aplicaciones prácticas. Cada capítulo analiza uno de los seis secretos sobre el servicio y explica por qué y cómo funciona. Desde escuchar a los clientes, ofrecerles favores especiales, hasta hacer que cada contacto con un cliente sea algo memorable, estas estrategias comprobadas impresionarán, atraerán y ganarán...
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