Showing titles in Customer Service

The first engagement is the most important aspect of a sales campaign—what you say, the questions you ask, the path you direct your clients to. Getting fixated on how you open will separate you from the average sales representatives in your market. The Ends is all about obsessing over the beginnings and endings of your campaigns to heighten your abilities and outpace your peers. After you've set the path for the engagement and properly opened, at some point, you'll inevitably get to the closing—your crucial final engagement.

What if you could guarantee your customers an amazing experience, and then deliver on that promise every time? The Guaranteed Customer Experience is a step-by-step guide to earning customer-driven growth. Discover how experience guarantees can help you win more customers, improve retention, and restore trust after service failures.

In the world of professional services, relationships are the new field of advantage; one that offers longer-lasting success in business and quality in life. Professional life presents tremendous challenges, not just in the context of the skills and intelligence we are expected to apply but, more importantly, in the context of the relationships that arise in the course of our daily work. These relationships determine our sense of self-worth, our well-being, and the success of the business in which we operate.

It is commonly believed that the work of a waiter consists of taking orders and carrying dishes properly. However, this book aims to give new meaning to the profession and show that the true value of a waiter lies in their ability to help us have a nice time while we recharge our energies.

In today’s competitive business landscape, customer success is no longer just about solving problems—it’s about building long-term partnerships, driving growth, and maximizing customer lifetime value (LTV). The 15 Levers of a Client Solutions Manager provides a proven framework to transform client relationships, reduce churn, and unlock expansion opportunities. Whether you’re a seasoned CSM, an aspiring customer success leader, or a business executive looking to improve retention, this book delivers actionable insights that will elevate your approach. Inside, you’ll discover 15 ...

The way we do business in the US and across the world has changed. We now meet through Zoom, Skype, Meet, and Teams. Those who sell virtually are likely to suffer a longer sales process. Since 82 percent of communication is non-verbal, virtual communication is difficult.

Magnetic: The Art of Attracting Business is a look at how consistently successful businesses are able to attract a steady and ever-increasing flow of customers. This innovative text examines a range of simple, powerful strategies that businesses of any size or type can use to attract new customers. The key is to do those things that harness the power of the single most important factor in buying decisions: positive word of mouth and referrals from happy existing customers.

Innovation expert Marion Debruyne explains how to become an outside-in organization by constantly connecting with the market to anticipate changes, converting customer insights into actionable change and collaborating with others where their own capabilities fall short. Packed with real world examples from leading global companies, Customer Innovation provides the framework needed to shift from a product-oriented to a solutions-oriented focus and from a transaction-based to a co-creation-based customer relationship.

The Wallet Allocation Rule is a revolutionary, definitive guide for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management Review, this landmark book introduces a new and rigorously tested approach - the wallet allocation rule - that is proven to link to the most important measure of customer loyalty: share of wallet.

Marketing legend David Norton orchestrated the initiatives that made Harrah's/Caesars Entertainment one of the greatest marketing companies in the world. His approach of using data to identify opportunities for the business, developing the narrative to sell throughout the organization and partnering with various constituents to drive successful implementation operationally is unparalleled. In The High Roller Experience, he shares his secrets to creating an unbeatable marketing strategy.

Most every company leader is in pursuit of growth. Growing companies are attractive. They’re attractive to partners, employees, and of course, customers. If your company is not growing, then you and your shareholders are losing equity, profit, and employees. Growth doesn’t just occur - growth takes the right culture, processes, and discipline. Most importantly, growth takes intent and deliberate, focused action.

More than ever before business success depends on standing out from the crowd and delivering authentic experiences that turn your customers into advocates for your business. Bold tells the stories of 14 companies that prove that brand building is now about completely rethinking the customer experience and redefining the relationship you have with your customers. Each inspiring story is told by the executives involved who were brave enough to pursue audacious goals, challenge industry norms and win.

The fundamental relationships among brands, media, and people are being transformed, and just as we try to adapt, along comes a new disruption. Are you and your organization prepared to deal with today's unprecedented speed and scope of technological change? Beyond Advertising provides a business transformation road map for an aspirational future, based on the insights of more than 200 of the world's most forward-thinking executives, innovators, and academics, all grappling with today's unique challenges and opportunities.

Here are tools, tips, and proven techniques to lift your service higher. Lift your service up, increase service value, and add more to your customers and your bottom line (Chapter two unlocks the value). Explore spectacular service and discover what's beyond the extra mile (Chapter four reveals the secrets). Build your service culture and attract great customers and staff (Study chapter six to keep them). Find loyalty, passion, and profits (Every chapter has the clues).

Fred Reichheld's 2006 book The Ultimate Question - that question being, "How likely is it that you would recommend this company to a friend or colleague?" - challenged the conventional wisdom of customer satisfaction programs. It coined the terms "bad profits" and "good profits" and pointed to a faster, much more accurate way of gauging customers' real loyalty to a company. Richard Owen and Laura Brooks are co-developers, along with Reichheld, of the methodology behind answering the question.

It's no secret; starting a company is hard. So many decisions are interdependent on factors outside of our control. Some founders follow a business plan; others operate by the seat of their pants. But all entrepreneurs need a personal framework to follow. With hard-won insight, humor, and an insider's knowledge of the entrepreneurial space, Chop Dawg founder/CEO Joshua H. Davidson dispels the myths and false promises that entrepreneurs are often too keen to believe in when starting out, and lays out a practical framework for lasting success.

Andreas Weber vermittelt Unternehmern und Managern die überlebenswichtige Facette der Digitalisierung mithilfe eines selbst entwickelten Modells. In dessen Mittelpunkt steht der Mensch: der Kunde im Fokus einer veränderten Wertschöpfungskette, die Mitarbeiter mit Ihrem Engagement, ihrer Kreativität und Wandlungsfähigkeit und last not least die Führungskräfte als deren Vorbilder und Befähiger sowie als strategische Pioniere. Daten sind der Treibstoff, ihre Integration ist das Geschäft. Nur eine kundenzentrierte Supply Chain ermöglicht unternehmerisches Wachstum und garantiert den unternehmerischen Fortbestand.

Between consumer demands for more personalized and greater data privacy and competitive pressures to provide better omnichannel customer experiences, brands are faced with a dilemma: Build a foundation for the future of customer relationships or lose relevancy in a crowded marketplace.

The most successful salespeople understand that they are fundamentally storytellers. The reality is that to succeed in sales, you need to master the art of customer conversation. Being remarkable and memorable in your conversations is very important - but it goes beyond great delivery. You must be able to articulate value. The Three Value Conversations provides the tools and methods you need to differentiate yourself and your solutions from the competition, elevate value to the right decision maker, and maximize all sales opportunities across the entire long lead buying cycle.

Conocer y descifrar al cliente es uno de los desafíos clásicos del marketing. No obstante, las tecnologías digitales y, más recientemente, la Inteligencia Artificial, han cambiado por completo la manera de construir, interpretar y aprovechar la información que recolectamos. ¿Quiénes son esas personas que queremos que adquieran los productos o servicios que ofrecemos? ¿Cómo se comportan y toman decisiones? ¿De qué manera podemos cautivarlos y ganar su fidelidad?