Showing titles in Customer Service

Nobody likes cold calls. And nobody really needs to make them. The Referral of a Lifetime teaches a step-by-step system that will allow anyone to generate a steady stream of new business through consistent referrals from existing customers and friends and, at the same time, maximize business with existing customers.

In Emotional Intelligence for Sales Success, you'll learn how to increase impulse control for better questioning and listening, which EI skills are related to likability and trust, how empathy leads to bigger sales conversations and more effective solutions, how emotional intelligence can improve prospecting efforts, which EI skills are most common among top sales producers, and much more. Customers can get product information and price comparisons online. The true differentiator between you and a bot is your ability to deftly solve problems and build relationships.

The world's most successful businesses leaders understand that creating a shared social identity around their products and services is the most efficient path to scaling revenue, differentiating products, promoting customer success and retention, and seizing category ownership. The Business of Belonging is the playbook for doing just that. CMX founder David Spinks offers advice for creating community strategy, aligning it with your business objectives, and launching and managing a community of end users.

You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business - in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top 10 customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction.

CEOs. Leaders without titles. Startups. Corporations. For-profits. Nonprofits. It doesn't matter who you are or what you do - you want to become the best. You want to win, every time. Horst Schulze knows how to win. In Excellence Wins, Schulze, in his absolute no-nonsense approach, shares the visionary and disruptive principles that have produced immense global successes over the course of his still-prolific 50-year career.

The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome.

Make every sales call count and be the ONE seller buyers want to talk to! With DISCOVER Questions™ , you will be able to differentiate yourself from the pack, create value for your buyers and connect in ways you never knew were possible. The research (20+ years with sellers like you!) and anecdotes from actual sales calls will show you exactly how to become more effective in all stages of your sales process. You will advance the sale more efficiently when you use DISCOVER Questions™ and the sales approach described in this book.

If you're aspiring to satisfy your customers, then you’re aspiring to mediocrity. That's the fascinating premise of From Impressed to Obsessed, a book that will fundamentally change how you think about creating a successful, beloved business. Acclaimed customer experience expert Jon Picoult explains why building customer loyalty requires leaving indelible positive impressions on everyone you work with - not just shaping their experiences, but also shaping their memories.

This book is designed to help growth-minded people like you see the power and potential they have to make an impact by changing the customer experience for their businesses and brands for the better.

Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world. How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality. Today, every business can choose to be a hospitality business—and we can all transform ordinary transactions into extraordinary experiences.

Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, customer success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.

It's a rainy day in Seattle, and on the third floor of First Guarantee Financial, people have stopped believing they can make a difference. To new manager Mary Jane Ramirez, the challenge of bringing life back to her unenthusiastic and unmotivated team seems impossible, until she discovers an incredibly successful workplace down the street where the employees are so alive and passionate that people stop just to watch them work!

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.

In today's competitive business climate, you can't just satisfy your customers. You need to give them experiences that they won't forget. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists. Author Shep Hyken has spent 25 years studying great companies and the evangelists they create. He describes how to design a strategy that leads both customers and employees through five distinct cultural phases-from "uncertainty" to "amazement".

Managing an effective sales organization is key to revenue generation, customer satisfaction, and business results. But whether you're a sales manager or leading a large sales force, it's increasingly challenging to balance success today with driving the digital sales transformation that will position your team for the future. With actionable insights and examples from many industries worldwide, the HBR Sales Management Handbook provides the resources you need to build value for your company, your customers, and your sales teams.

The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.

If there’s anyone who can prevent a bar or restaurant from going belly-up, it’s Jon Taffer. Widely considered the greatest authority in the food and beverage, hotel, and hospitality industries, he runs the biggest trade show in the business and has turned around nearly 1,000 bars and at least that many restaurants.

If you've ever used ZipCar, Amazon Prime, Spotify, NetFlix, Groupon, Weight Watchers, SurveyMonkey, United Mileage Plus, Pinterest, or Twitter, you are part of The Membership Economy, an increasingly popular model that author Robbie Kellman Baxter sees as the inevitable result of technological advancements, social trends, and a generation in transition. The Membership Economy argues that we are now moving away from ownership, but we still want the benefits that come with access.

The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.

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.