Showing titles in Customer Service

Proven customer engagement approaches for winning in the most important moments driving profitability and growth - customer retention and expansion. 

In The Customer Education Playbook: How Leading Companies Engage, Convert, and Retain Customers, customer learning experts Barry Kelly and Daniel Quick explain how teaching customers to best engage with your products and services is the key to converting them from prospects to loyal advocates of your brand. 

As advisors, we want open and honest relationships with our clients. We also want a sense of purpose in our work that comes from serving, not selling. Yet somehow, serving others turns into pushing products that drive profits. Left unchecked, this tension forces us to become salespeople and destroys the trust we’ve built with our clients. There must be a way advisors can do good and do well…right? There is, and in Aloha Financial Advising, Stephen Kagawa shares the better approach to advising you’ve been seeking.

Find inspiration and motivation in the workplace with this essential road map for passion and purpose in the business world. In this third installment in the popular Fish! series, the authors examine change as a necessary, ongoing process that should never stop—at least not if one wants to...

In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you...

One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon - a result of the company’s exemplary leadership practices. Joseph Michelli explains that the international success of Starbucks begins with a promise: To inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time.

A Wall Street Journal Bestseller! From the bestselling author of Growth IQ comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth In the war for customer acquisition, businesses invest millions of dollars to improve customer experience. They...

Leading marketing practitioner and thought leader Joe Federer draws on evolutionary biology, anthropology, neuroanatomy, and psychology, as well as more than a decade of hands-on experience, to explain why people act so differently in various online spaces and what they are seeking from participating in each one.  

Want to rank higher on Google, drive more organic traffic, and grow your business without relying on paid ads? This is the ultimate guide to mastering modern SEO—fast. SEO Supercharged is your step-by-step blueprint to navigating the world of search engine optimization and turning your website into a high-ranking, traffic-generating machine. Whether you're an entrepreneur, content creator, small business owner, or marketing professional, this book gives you the exact strategies used by top SEO experts to dominate search results and convert clicks into customers.

By using strategies and technologies as the flywheel to orchestrate systems of listening, understanding, and predicting, as well as taking action and learning from those interactions at scale, businesses can easily put the customer and employee first, not only meet the ever-changing customer and employee expectations, but also leapfrog their competition. They predict empathy is the next frontier in technology. This book is aimed at sparking an industry-wide conversation about how exponential technologies like AI and cloud can enable a more empathetic world.

Even skilled salespeople buckle in tough selling situations—getting defensive with prospects who challenge them on price or too quickly caving to discount pressure. These fight-or-flight responses are something salespeople learn to avoid when building their emotional intelligence. Sales...

Bridget Brennan, CEO of Female Factor, shows listeners how to win sales and grow market share by creating a customer experience that appeals to the most powerful consumers: women. When people think about the world’s growth markets, they often envision countries like China and India. Yet they...

For decades, a fundamental flaw has flourished in the strategic operating model of the modern corporation—a Great Distancing from the needs and expectations of customers. For some, such as Blockbuster, AOL, and Kodak, this flaw has been disastrous. Meanwhile, those that have woven the customer deeply into their culture have prospered—with increased revenues and more fulfilled employees.

Developing unwavering confidence and a magnetic personality can transform your career, relationships, and self-image. Yet even the most capable people battle self-doubt or struggle to share ideas effectively. If you’ve ever felt invisible in a crowd or longed to take command of a room, Small Talk [5-in-1]: 99 Techniques & Insights to Create Powerful Connections by Mastering the Art of Making Conversation is your roadmap to standing out and succeeding.

Elevate your client's experience and win more business. This is the first book to detail how professionals can acquire more clients and establish their lasting loyalty through the experience they provide. Many books are written on acquisition strategies, better customer service, or an elevated experience. But none gives the listener the step-by-step tactical strategies to make both acquisition and loyalty happen in concert like this book does.

The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.

What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a massive impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience - something they remember. When they have a negative experience, they tend to vote with their feet (and their wallets) and head straight to your competitors.  

What do many successful businesses and leaders have in common? They're the first names that come to mind when people think about their particular industries. How do you achieve this level of trust that influences people to think of you in the right way at the right time? By developing habits and strategies that focus on engaging your audience, creating meaningful relationships, and delivering value consistently, day in and day out. It's the winning approach John Hall used to build Influence & Co. into one of “America's Most Promising Companies”, according to Forbes.  

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. 

A good business developer, prospector and networker knows how to create a positive connection with the people they meet. They are the catalyst that creates a chemical reaction between strangers, and they know how to convert these opportunities into new business. Louisa Clarke and David Kean have spent their careers catalysing strangers into contacts and converting contacts into clients - and even into friends.