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"Watch out, Goliath. Jon Yates has a slingshot and he's teaching us how to use it."
—Amy Dickinson, New York Times bestselling author and America's favorite advice columnist
"Jon Yates gives consumers a great primer on how to solve their own customer service problems."
—Angie Hicks, Founder of "Angie's List"
Jon Yates, the Chicago Tribune's popular "Problem Solver," offers eminently practical, money-saving advice
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Imagine a workplace where everyone chooses to bring energy, passion, and a positive attitude to the job every day. Imagine an environment in which people are truly connected to their work, to their colleagues, and to their customers. In this engrossing parable, a fictional manager is charged with the responsibility of turning a chronically unenthusiastic and unhelpful department into an effective team. Down the street from her office is Seattle's...
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"In this revolutionary bestseller, innovation expert Clayton M. Christensen says outstanding companies can do everything right and still lose their market leadership--or worse, disappear altogether. And not only does he prove what he says, but he tells others how to avoid a similar fate. Focusing on "disruptive technology," Christensen shows why most companies miss out on new waves of innovation. Whether in electronics or retailing, a successful company...
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Today's customers demand service that isn't just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of Managing Knock Your Socks Off Service provides listeners with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space. Revamped with new examples, stories, and research,...
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Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.
In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive...
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Today, business organizations are finding it increasing difficult to compete in a marketplace where everything looks the same. In this environment customer service has become the most important competitive differentiator for businesses. From the customers standpoint service and the people who provide that service is what makes a vendor unique. When you make customers love you, you create an unbreakable bond that delivers long-term growth and profit....
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Let's face it, dealing with customers isn't easy. They aren't always right - or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach you how to assess circumstances, choose one of many appropriate responses,...
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"There comes a time when business owners, managers, and startups can't see objectively where their weaknesses lie. Whether they are already at the top of their game and want to stay there, are concerned about diminishing sales and increased competition, or are building something brand-new, Micah Solomon's unique lens as a "customer service sleuth" will help businesses assess whether they are delivering the goods and services they have always intended"--...
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From Larry Kramer, the founder of MarketWatch.com and former president of CBS Digital Media, comes a bold, pioneering report on what businesses must do to survive and thrive in the digital media revolution. Using case studies of companies such as Apple, Procter & Gamble, Netflix, and GE, Kramer not only draws a clear map of twenty-first century commerce, but charts the way forward. Readers wondering how to implement digital-age business strategies...
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Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls 'Zombie Loyalists,' fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue. Imagine an army of customers who will do your public relations, marketing and advertising, without being asked, each and every time they give you their money. These are Zombie Loyalists. They...
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Do you really need another audio book on customer service? There are hundreds you could choose from, and you've probably read at least a dozen. Why should you take advice from a deli with a funny name in Ann Arbor, Michigan?
Because the way Zingerman's teaches services is different, better and more successful than the way others do it.
Because while most customer-service audio books give you philosophy and theory, Zingerman's tells you exactly...
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Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from...
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"If there's anything the recession of 2009 taught us, it was the importance of investing in our customers, but when was this any different? So says Joseph Jaffe, bestselling author of Life After the 30-Second Spot and Join the Conversation, and a leading expert and thought leader on new media and social media. In most businesses, it costs roughly five-to-ten times more to acquire a new customer than it does to retain an existing one, and yet companies...
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"In The Invisible Promise, Harry Beckwith, New York Times bestselling author of the iconic marketing classic, Selling the Invisible, applies his 40+ years of advising businesses on every continent and his research in the last ten years to impart the proven guidance that businesses of all sizes desperately need. In this new age in marketing, he details how to build digital and nondigital messages that enhance your reputation for integrity; that stand...
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Twitter, smartphones, and self-service kiosks are taking over, and tech-savvy business dealings are no longer an advantage--they're a requirement. With entertaining humor and inarguable logic, author Micah Solomon offers surefire strategies for success by exploring the timelessness of customer service (i.e., what hasn't changed), the high-tech tools that could give you a customer service advantage, and the systemic social shifts that are changing...
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This book is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees, And explore ways to strategically align every facet of your organization with outstanding service.--
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Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows readers...
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