We've ranked the best customer service books using expert recommendations, sales data, and millions of reader ratings. At Shortform, we know books. Our book guides are the best in the world. Learn why.
You can go after the job you want—and get it! You can take the job you have—and improve it! You can take any situation—and make it work for you!
Dale Carnegie’s rock-solid, time-tested advice has carried countless people up the ladder of success in their business and personal lives. One of the most groundbreaking and timeless bestsellers of all time, How to Win Friends & Influence People will teach you:
-Six ways to make people like you -Twelve ways to win people to your way of thinking -Nine ways to change people without arousing resentment
And much more! Achieve your maximum potential—a must-read for the twenty-first century with more than 15 million copies sold!
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Recommended by Dave Ramsey, Daymond John, Dustin Moskovitz, and 58 others.
You want to learn about the path that we took at Zappos to get to over $1 billion in gross merchandise sales in less than ten years. You want to learn about the path I took that eventually led me to Zappos, and the lessons I learned along the way. You want to learn from all the mistakes we made at Zappos over the years so that your business can avoid making some of the same ones. You want to figure out the right balance of profits, passion, and purpose in business and in life. You want to build a long-term, enduring business and brand. You want to create a stronger company culture, which will make your employees and coworkers happier and create more employee engagement, leading to higher productivity. You want to deliver a better customer experience, which will make your customers happier and create more customer loyalty, leading to increased profits. You want to build something special. You want to find inspiration and happiness in work and in life. You ran out of firewood for your fireplace. This book makes an excellent fire-starter.
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Recommended by Ev Williams, Chip Conley, Adam Johnston, and 15 others.
Chip Conley
The author is a wise guy. Sincerely. He’s one of the wisest and most thoughtful business leaders of the modern age. [source]
Adam Johnston
Inspiring case study into building brand and customer service. [source]
Chelsea Frank
I read everything with an open mind, often challenging myself by choosing books with an odd perspective or religious/spiritual views. These books do not reflect my personal feelings but are books that helped shape my perspective on life, love, and happiness. [source]
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Raving Fans: A Revolutionary Approach to Customer Service
"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.
Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.
America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.
"The Bible of business and personal productivity" —Lifehack
"A completely revised and updated edition of the blockbuster bestseller from 'the personal productivity guru'"—Fast Company
Since it was first published almost fifteen years ago, David Allen’s Getting Things Done has become one of the most influential business books of its era, and the ultimate book on personal organization. “GTD” is now shorthand for an entire way of approaching professional and personal tasks, and has spawned an entire culture of websites, organizational tools, seminars, and offshoots.
Allen has rewritten the book from start to finish, tweaking his classic text with important perspectives on the new workplace, and adding material that will make the book fresh and relevant for years to come. This new edition of Getting Things Done will be welcomed not only by its hundreds of thousands of existing fans but also by a whole new generation eager to adopt its proven principles.
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Recommended by David Allen, Dustin Moskovitz, Ev Williams, and 20 others.
Getting Things Done by David Allen. He recently spoke at our Zappos all-hands meeting and gave me a signed copy of his book. [source]
Eric Rose
Chairman/Columbia University Department of Surgery
When I'm flat-out stressed about the volume and complexity of my work, I open this book and find immediate ways to gain a sense of control. That's really a critical need for decision making. David made me what I am today: headstrong and proud of it. [source]
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Be Our Guest: Perfecting the Art of Customer Service
The Disney Institute
4.5
Reveals the behind-the-scenes strategies, principles, and processes of the Disney approach to exceptional customer service, which emphasizes the best ways to provide quality service to one's customers. Reprint. 25,000 first printing.
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The Innovator's Dilemma: When New Technologies Cause Great Firms to Fail
The bestselling classic on disruptive innovation, renowned author Clayton M. Christensen.
His work is cited by the world’s best-known thought leaders, from Steve Jobs to Malcolm Gladwell. In this classic bestseller—now updated with a fresh new package—innovation expert Clayton Christensen shows how even the most outstanding companies can do everything right—yet still lose market leadership. Read this international bestseller to avoid a similar fate.
Clay Christensen—who authored the award-winning Harvard Business Review article “How Will You Measure Your Life?”—explains why most companies miss out on new waves of innovation. No matter the industry, he says a successful company with established products WILL get pushed aside unless managers know how and when to abandon traditional business practices. Offering both successes and failures from leading companies as a guide, The Innovator’s Dilemma gives you a set of rules for capitalizing on the phenomenon of disruptive innovation.
Sharp, cogent, provocative, and one of the most influential business books of all time—The Innovator’s Dilemma is the book no manager or entrepreneur should be without. Add this newly released edition to your library.
Brad Stone's new book, The Everything Store, describes how Bezos developed this strategy after reading another book called The Innovator's Dilemma by Harvard professor Clayton Christensen. [source]
It's important that we make this transformation, because of what Clayton Christensen calls "the innovator's dilemma," where people who invent something are usually the last ones to see past it, and we certainly don't want to be left behind. [source]
Drew Houston
CEO/Dropbox
About how businesses get disrupted, and a lot of those themes are why startups can succeed and thrive even when there are big competitors who you would think would just wipe ’em out. [source]
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7
New Sales. Simplified.: The Essential Handbook for Prospecting and New Business Development
Packed with examples and anecdotes, New Sales. Simplified. offers a proven formula for prospecting, developing, and closing deals. No matter how much repeat business you get from loyal customers, the lifeblood of your business is a constant flow of new accounts. With refreshing honesty and some much-needed humor, sales expert Mike Weinberg examines the critical mistakes made by most salespeople and executives and provides tips to help you achieve the opposite results. You’ll learn how to: identify a strategic list of genuine prospects; draft a compelling, customer-focused “sales story”; perfect the proactive telephone call to get face-to-face with more prospects; use email, voicemail, and social media to your advantage; build rapport; prepare for and structure a winning sales call; stop presenting to and start dialoguing with buyers; and make time in your calendar for business development activities.Landing on HubSpot’s Top 20 Sales Books of All Time, New Sales. Simplified. is about overcoming--and even preventing--buyers’ anti-salesperson reflex by establishing trust. The easy-to-follow plan will remove the mystery surrounding prospecting and have you ramping up for new business.
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Recommended by Mark Hunter, Mark Hunter, Mike Weinberg, and 4 others.
The Responsive Edge
Arguably the best #sales prospecting book on the market. Period. https://t.co/rtCeo2hzNV [source]
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Inspired: How to Create Tech Products Customers Love
The basic premise of Inspired is that the best tech companies create products in a manner very different from how most companies create products. The goal of the book is to share the techniques of the best companies. This book is aimed primarily at Product Managers working on technology-powered products. That includes the hundreds of "tech companies" like Google, Facebook, Amazon, Twitter and the like, as well as the thousands of companies moving to leverage technology (financial companies, media companies, retailers, manufacturers, nearly every industry). Inspired covers companies from early stage start-ups to large, established companies. The products might be consumer products or devices, business services for small businesses to enterprises, internal tools, and developer platforms.
Inspired is secondarily aimed at the designers, engineers, user researchers and data scientists that work closely with the product managers on product teams at these same companies.
Fish!: A Remarkable Way to Boost Morale and Improve Results
Stephen C. Lundin, Harry Paul, John Christensen, Ken Blanchard
4.4
Here's another management parable that draws its lesson from an unlikely source--this time it's the fun-loving fishmongers at Seattle's Pike Place Market. In Fish! the heroine, Mary Jane Ramirez, recently widowed and mother of two, is asked to engineer a turnaround of her company's troubled operations department, a group that authors Stephen Lundin, Harry Paul, and John Christensen describe as a "toxic energy dump." Most reasonable heads would cut their losses and move on. Why bother with this bunch of losers? But the authors don't make it so easy for Mary Jane. Instead, she's left to sort out this mess with the help of head fishmonger Lonnie. Based on a bestselling corporate education video, Fish! aims to help employees find their way to a fun and happy workplace. While some may find the story line and prescriptions--such as "Choose Your Attitude," "Make Their Day," and "Be Present"--downright corny, others will find a good dose of worthwhile motivational management techniques. If you loved Who Moved My Cheese? then you'll find much to like here. And don't worry about Mary Jane and kids. Fish! has a happy ending for everyone. --Harry C. Edwards
New York Times bestselling author Donald Miller uses the seven universal elements of powerful stories to teach readers how to dramatically improve how they connect with customers and grow their businesses.
Donald Miller’s StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides readers with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services. Building a StoryBrand does this by teaching readers the seven universal story points all humans respond to; the real reason customers make purchases; how to simplify a brand message so people understand it; and how to create the most effective messaging for websites, brochures, and social media. Whether you are the marketing director of a multibillion dollar company, the owner of a small business, a politician running for office, or the lead singer of a rock band, Building a StoryBrand will forever transform the way you talk about who you are, what you do, and the unique value you bring to your customers.
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Recommended by Dave Ramsey, Nick Loper, Sa El, and 1 others.
Dave Ramsey recommended this book on his website. [source]
Nick Loper
I just finished Building a StoryBrand, and need to fill in the worksheets and re-think my homepage as a result. That's the mark of a good business book — homework! [source]
Sa El
This book is all about telling the story of your business to your customers to that they know exactly what you offer and how to make them the hero in the journey. If you want to build a smart site, with a strong call to action, this book is essential. [source]
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Jab, Jab, Jab, Right Hook: How to Tell Your Story in a Noisy Social World
The New York Times bestselling author and social media expert returns with hard-won advice on how to connect with customers and beat the competition by mastering social media marketing
When managers and marketers outline their social media strategies, they often plan for the "right hook"-their next highly anticipated sale or campaign that's going to put the competition out for the count. Even companies committed to jabbing-patiently engaging with customers to build the relationships so crucial to successful social media campaigns-still yearn to land the powerful, bruising swing that will knock out their opponent or their customer's resistance in one tooth-spritzing, killer blow. Right hooks, after all, convert traffic to sales. They easily show results and ROI. Except when they don't.
In the same passionate, street-wise style readers have come to expect, Gary Vaynerchuk is on a mission to improve marketers' right hooks by changing the way they fight to make their customers happy, and ultimately to compete. Thanks to the massive change and proliferation in social media platforms in the last four years, the winning combination of jabs and right hooks is different now. Communication is still key, but context matters more than ever. It's not just about developing high-quality content, but developing high-quality content perfectly adapted to specific social media platforms and mobile devices-content tailor-made for Facebook, YouTube, Instagram, Pinterest, Twitter, and Tumblr. A mash-up of the best elements of Crush It! and The Thank You Economy with a 2013 spin, here is a blueprint to social media marketing strategies that really works.
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Recommended by Daymond John, Marvin Liao, Aaron Agius, and 35 others.
Marvin Liao
Partner/500 Startups
My list would be (besides the ones I mentioned in answer to the previous question) both business & Fiction/Sci-Fi and ones I personally found helpful to myself. The business books explain just exactly how business, work & investing are in reality & how to think properly & differentiate yourself. On the non-business side, a mix of History & classic fiction to understand people, philosophy to make sense of life and Science fiction to picture what the future could be like (not always utopian). [source]
Alex Circei
Question: What five books would you recommend to young people interested in your career path & why? Answer: Screw It, Let's Do It: Lessons In Life by Richard Branson Outliers: The Story of Success by Malcolm Gladwell Start With Why: How Great Leaders Inspire Everyone To Take Action by Simon Sinek The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers by Ben Horowitz Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not! by Robert T. Kiyosaki [source]
Auston Bunsen
I’ve got a few, one book that really impacted me early on as someone coming from a middle-class family was “Rich dad, Poor dad”. [source]
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The Thank You Economy
Gary Vaynerchuk
4.4
Gary Vaynerchuk, the New York Times bestselling author and creator of Wine Library TV, is back with a bold and expansive look at the evolution of today's marketplace, revealing the essential factors defining and driving successful relationships between businesses and consumers. In this groundbreaking follow-up to the bestselling Crush It!, Vaynerchuk—one of Bloomberg Businessweek’s “20 People Every Entrepreneur Should Follow”—looks beyond a numbers-based analysis to explore the value of social interactions in building our economy.
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Anything You Want: 40 Lessons for a New Kind of Entrepreneur
Finally available in bookstores, the Portfolio edition of Derek Sivers’s iconic and bestselling manifesto on lessons learned while becoming an entrepreneur
Most people don’t know what they’re doing. They imitate others, go with the flow, and follow paths without making their own.
Best known for creating CD Baby, the most popular music site for independent artists, founder Derek Sivers chronicles his “accidental” success and failures into this concise and inspiring book on how to create a multimillion-dollar company by following your passion.
Sivers details his journey and the lessons learned along the way of creating CD Baby and building a business close to his heart. In 1997 Sivers was a musician who taught himself to code a Buy Now button onto his band’s Web site. Shortly thereafter he began selling his friends’ CDs on his Web site. As CD Baby grew, Sivers faced numerous obstacles on his way to success. Within six years he had been publicly criticized by Steve Jobs and had to pay his father $3.3 million to buy back 90 percent of his company, but he had also built a company of more than 50 employees and had profited $10 million.
Anything You Want is must reading for every person who is an entrepreneur, wants to be one, wants to understand one, or cares even a little about what it means to be human.
A true manifesto, a guidebook with clear signposts, and a fun ride you'll return to again and again. [source]
Marvin Liao
Partner/500 Startups
My list would be (besides the ones I mentioned in answer to the previous question) both business & Fiction/Sci-Fi and ones I personally found helpful to myself. The business books explain just exactly how business, work & investing are in reality & how to think properly & differentiate yourself. On the non-business side, a mix of History & classic fiction to understand people, philosophy to make sense of life and Science fiction to picture what the future could be like (not always utopian). [source]
Erik Cheong
Easy to read and compact book. Talks about about living life, appreciating enough, and doing what matters. Most importantly, do not be afraid to step out of your comfort zone and take risks! Everyone has great ideas but success only comes through action. [source]
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The Nordstrom Way to Customer Service Excellence: The Handbook for Becoming the "Nordstrom" of Your Industry
Robert Spector, Patrick D. McCarthy
4.3
The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example. --Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admired" list every year the surveys have been taken. Despite its position in the hard-hit retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-service-driven company.
New material in this revised edition includes:
"How To Become The Nordstrom Of Your Industry" Tools for creating a customer-driven culture Chapters on Nordstrom's online customer service and the innovative social commerce features of its website Breakthroughs on Nordstrom's multi-channel approach to customer service Nordstrom follows a set of principles that has made it a leader in its industry. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company.
The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example. [source]
J. W. Marriott, Jr.
CEO/Marriott International
Businesses should use this book as a primer on making and keeping happy, satisfied customers. [source]
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15
Dotcom Secrets: The Underground Playbook for Growing Your Company Online
If you are currently struggling with getting traffic to your website, or converting that traffic when it shows up, you may think you ve got a traffic or conversion problem. In Russell Brunson's experience, after working with thousands of businesses, he has found that s rarely the case. Low traffic and weak conversion numbers are just symptoms of a much greater problem, a problem that s a little harder to see (that s the bad news), but a lot easier to fix (that s the good news). DotComSecrets will give you the marketing funnels and the sales scripts you need to be able to turn on a flood of new leads into your business."
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Recommended by Alvin Lindsay and 1 others.
Alvin Lindsay
CEO of ClickFunnels GIVES away his best 7 funnels! he just paid for your book (where do you want it shipped?) https://t.co/meFLMLNrb0 😃 https://t.co/97R3MPo3yd [source]
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The Fred Factor: How passion in your work and life can turn the ordinary into the extraordinary
Mark Sanborn, John C. Maxwell
4.3
Meet Fred.
In his powerful new book THE FRED FACTOR, motivational speaker Mark Sanborn recounts the true story of Fred, the mail carrier who passionately loves his job and who genuinely cares about the people he serves. Because of that, he is constantly going the extra mile handling the mail – and sometimes watching over the houses – of the people on his route, treating everyone he meets as a friend. Where others might see delivering mail as monotonous drudgery, Fred sees an opportunity to make a difference in the lives of those he serves.
We’ve all encountered people like Fred in our lives. In THE FRED FACTOR, Mark Sanborn illuminates the simple steps each of us can take to transform our own lives from the ordinary – into the extraordinary. Sanborn, through stories about Fred and others like him, reveals the four basic principles that will help us bring fresh energy and creativity to our life and work: how to make a real difference everyday, how to become more successful by building strong relationships, how to create real value for others without spending a penny, and how to constantly reinvent yourself.
By following these principles, and by learning from and teaching other “Freds,” you, too, can excel in your career and make your life extraodinary. As Mark Sanborn makes clear, each of us has the potential be a Fred.THE FRED FACTOR shows you how.
To build a successful business, you need to stop doing random acts of marketing and start following a reliable plan for rapid business growth. Traditionally, creating a marketing plan has been a difficult and time-consuming process, which is why it often doesn't get done.
In The 1-Page Marketing Plan, serial entrepreneur and rebellious marketer Allan Dib reveals a marketing implementation breakthrough that makes creating a marketing plan simple and fast. It's literally a single page, divided up into nine squares. With it you'll be able to map out your own sophisticated marketing plan and go from zero to marketing hero.
Whether you're just starting out or are an experienced entrepreneur, The 1-Page Marketing Plan is the easiest and fastest way to create a marketing plan that will propel your business growth.
In this groundbreaking new book you'll discover: • How to get new customers, clients, or patients and how make more profit from existing ones. • Why “big business” style marketing could kill your business and strategies that actually work for small and medium-sized businesses. • How to close sales without being pushy, needy, or obnoxious while turning the tables and having prospects begging you to take their money. • A simple step-by-step process for creating your own personalized marketing plan that is literally one page. Simply follow along and fill in each of the nine squares that make up your own 1-Page Marketing Plan. • How to annihilate competitors and make yourself the only logical choice. • How to get amazing results on a small budget using the secrets of direct response marketing. • How to charge high prices for your products and services and have customers actually thank you for it.
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Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect
The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
Jeff Toister
4.3
Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.
In short, imagine a workplace culture where employees were absolutely obsessed with customer service.
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you’re just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You’ll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
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.
Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction.
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Recommended by Brad Cleveland.
Brad Cleveland
Former CEO/International Customer Management Institute
Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works [source]
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Just Listen: Discover the Secret to Getting Through to Absolutely Anyone
Drawing on his experience as a psychiatrist, business consultant, and coach, author Mark Goulston combines his background with the latest scientific research to help readers turn the “impossible” and “unreachable” people in their lives into allies, devoted customers, loyal colleagues, and lifetime friends. Just Listen does this by providing simple but powerful techniques readers can use to really get through to people. You’ll learn how to: make a powerful and positive first impression; listen effectively; make even a total stranger (potential client) feel understood; talk an angry or aggressive person away from an instinctual, unproductive reaction and toward a more rational mindset; and achieve buy-in--the linchpin of all persuasion, negotiation, and sales. Whether they're coworkers, friends, strangers, or enemies, the first make-or-break step in persuading anyone to do anything is getting them to hear you out. With this groundbreaking book, readers will be able to master the fine but critical art of effective communication.
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Recommended by Bill Liao.
Bill Liao
The human world occurs in language so best get good at it! [source]
The foremost authority on innovation and growth presents a path-breaking book every company needs to transform innovation from a game of chance to one in which they develop products and services customers not only want to buy, but are willing to pay premium prices for.
How do companies know how to grow? How can they create products that they are sure customers want to buy? Can innovation be more than a game of hit and miss? Harvard Business School professor Clayton Christensen has the answer. A generation ago, Christensen revolutionized business with his groundbreaking theory of disruptive innovation. Now, he goes further, offering powerful new insights.
After years of research, Christensen has come to one critical conclusion: our long held maxim—that understanding the customer is the crux of innovation—is wrong. Customers don’t buy products or services; they "hire" them to do a job. Understanding customers does not drive innovation success, he argues. Understanding customer jobs does. The "Jobs to Be Done" approach can be seen in some of the world’s most respected companies and fast-growing startups, including Amazon, Intuit, Uber, Airbnb, and Chobani yogurt, to name just a few. But this book is not about celebrating these successes—it’s about predicting new ones.
Christensen contends that by understanding what causes customers to "hire" a product or service, any business can improve its innovation track record, creating products that customers not only want to hire, but that they’ll pay premium prices to bring into their lives. Jobs theory offers new hope for growth to companies frustrated by their hit and miss efforts.
This book carefully lays down Christensen’s provocative framework, providing a comprehensive explanation of the theory and why it is predictive, how to use it in the real world—and, most importantly, how not to squander the insights it provides.
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Recommended by Ken Norton, Amir Salihefendic, and Chris Oliver.
Chris Oliver
As for my favorite business book, I'd probably say Competing Against Luck. It talks about the "Jobs to be Done" mindset when you're thinking about why your customers buy your product. I found that it puts you in the right mindset to understand the perspective of your customers so you can serve them better. It's surprisingly hard to understand the reasons why people buy things and this book helps you look at it from a much better angle. [source]
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22
Getting Naked: A Business Fable about Shedding the Three Fears That Sabotage Client Loyalty
Patrick Lencioni
4.3
Another extraordinary business fable from the New York Times bestselling author Patrick Lencioni Written in the same dynamic style as his previous bestsellers including The Five Dysfunctions of a Team, Lencioni illustrates the principles of inspiring client loyalty through a fascinating business fable. He explains the theory of vulnerability in depth and presents concrete steps for putting it to work in any organization. The story follows a small consulting firm, Lighthouse Partners, which often beats out big-name competitors for top clients. One such competitor buys out Lighthouse and learns important lessons about what it means to provide value to its clients.
Offers a key resource for gaining competitive advantage in tough times Shows why the quality of vulnerability is so important in business Includes ideas for inspiring customer and client loyalty Written by the highly successful consultant and business writer Patrick Lencioni This new book in the popular Lencioni series shows what it takes to gain a real and lasting competitive edge.
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Hug Your Haters: How to Embrace Complaints and Keep Your Customers
Jay Baer
4.3
Haters are not your problem. . . . Ignoring them is.
Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.
The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (“haters”) can now express their displeasure faster and more publicly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to “pick their spots” when choosing to answer criticisms.
Bestselling author Jay Baer shows why that approach is a major mistake. Based on an extensive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very different motivations:
·Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest—phone, e-mail, and company websites. Offstage haters don’t care if anyone else finds out, as long as they get answers. ·Onstage haters. These people are often disappointed by a substandard interaction via traditional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutions—they want an audience to share their righteous indignation.
Hug Your Haters shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world. It includes specific playbooks and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strategies for different situations. The book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity.
Whether you work for a mom-and-pop store or a global brand, you will have haters—and you can’t afford to ignore them. Baer’s insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes.
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Recommended by Shep Hyken and 1 others.
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Superfans: The Easy Way to Stand Out, Grow Your Tribe, and Build a Successful Business
It's easy to just look at the numbers. How many likes? How many purchases? How many email subscribers?
But as entrepreneurs, we have to remember that there are people behind all that data. People who are looking to us to be a leader, to give advice, and to care. In this dog-eat-dog world, these are the people who are looking for someone who they can trust, and who they know have their best interests in mind.
These are the people, if you connect with them in the right way, who will become Superfans.
Followers may "like" an Instagram post. Customers may buy a product. But "Superfans" will be your biggest supporters. They will promote you and your products because they know you have made a difference in their lives. They will tell their friends. They will send you encouraging emails.
Whether you're a shy YouTuber just starting out, or the leader of a Fortune 500 company, your superfans are out there waiting for you to connect with them.
You don't need to change the entire world to build a successful business; you just need to change someone's world.
People don't become superfans the moment they find you. They become superfans because of the magical moments you create for them over time.
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Recommended by Amy Porterfield, Chris Ducker, Chris Guillebeau, and 2 others.
Amy Porterfield
Superfans should be required reading for anyone wanting to build an authentic business that lasts forever. [source]
Chris Ducker
Have you pre-ordered your copy of @PatFlynn's new book, "Superfans" yet?! If not, jump on before August 13th and he'll throw in the AudioBook version for free, too! It's a GREAT read, y'all. Pre-order here: https://t.co/6B2Jb5qjYq https://t.co/gQlzkGBfcy [source]
Often the decision between a customer choosing you over someone like you is your ability to know exactly what to say, when to say it, and how to make it count. Phil M. Jones has trained more than two million people across five continents and over fifty countries in the lost art of spoken communication. In Exactly What to Say, he delivers the tactics you need to get more of what you want.
Best-selling author and multiple award-winner Phil M. Jones is highly regarded as one of the world's leading sales trainers. He has trained more than two million people across five continents and fifty-six countries and coached some of the biggest global brands in the lost art of spoken communication. In 2013 he won the British Excellence in Sales and Marketing Award for Sales Trainer of the Year, the youngest-ever recipient of that honor. He has also written a series of best-selling books and developed a number of online training courses that have enrolled tens of thousands of members around the world. Phil divides his time between London and New York.
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The Customer Rules: The 39 Essential Rules for Delivering Sensational Service
Lee Cockerell
4.2
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+ 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. For example:
Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard
As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers
Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
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Recommended by Tony Hsieh, Carl Sewell, and Fred Whyte.
Tony Hsieh
CEO/Zappos.com
At Zappos, many of our business decisions revolve around the customer. Lee Cockerell understands the importance of a great customer experience and shows you how to Deliver Happiness to your customers. [source]
Carl Sewell
These Rules rule. If you play by these rules you will win. [source]
Fred Whyte
Lee Cockerell offers practical, reader friendly suggestions and guidelines which can be implemented immediately to enhance and improve customer service at any company. [source]
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28
The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Matthew; Toman Dixon
4.2
A new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger Sale
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?
In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head.
Companies devote untold time and resources trying to dazzle customers. Yet CEB's careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer's problems.
The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, insights and profiles. Here are tools and templates you can start applying right away to improve service, reduce costs, and ultimately generate the elusive loyalty that the 'dazzle factor' fails to deliver.
The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
'A business detective story, in which cherished truths are systematically investigated-and frequently debunked' -Dan Heath, coauthor of Decisive, Switch, and Made to Stick
Matt Dixon is Executive Director of the Sales & Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller
Nick Toman is Senior Director of Research for CEB's Sales & Services Practice and is a frequent contributor to the Harvard Business Review.
Rick DeLisi is Senior Director of Advisory Services for CEB's Sales & Service Practice and a noted public speaker and facilitator.
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Recommended by Shep Hyken.
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29
Value Proposition Design: How to Create Products and Services Customers Want
Alexander Osterwalder, Yves Pigneur, Gregory Bernarda, and Alan Smith
4.2
If you liked "Business Model Generation," you'll love "Value Proposition Design." The sequel builds on the same visual format and practical tools that made the first one so useful. It shows you how to use the Value Proposition Canvas, a practical business tool to design, test, create, and manage products and services customers want. It compliments and perfectly integrates with the Business Model Canvasfrom "Business Model Generation" so you can succeed with great value propositions embedded in scalable and profitable business models.
Practical exercises, process illustrations, and workshop suggestions help you immediately apply the tools in the book to your daily work. The book includes an online access to Strategyzer.com to complete and assess exercises interactively, learn from peers, and download pdfs, checklists, and more.
You'll love "Value Proposition Design" if you've been overwhelmed by the task of true customer value creation, frustrated by unproductive product meetings and misaligned teams, involved in bold shiny projects that blew up, or simply disappointed by the failure of a good idea."Value Proposition Design" will help you successfully understand the patterns of value creation, leverage the experience and skills of your team, avoid wasting time with ideas that won't work, and guide you through the design and test of products and services that customers want.
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Recommended by Nir Eyal, Steve Blank, Ashley Hathaway, and 2 others.
Ashley Hathaway
I could probably name a dozen books here, but I’ll point out The Business Model Generation and Value Prop Design from Strategyzer. I steal from these constantly and are engrained in my work process. These books put into practice really taught me how to think. As soon as I saw that everything should have a foundation of empathy, what good user-testing looks like, how to test and iterate it changed everything. After that any problem could be solved. It wasn’t solving one big monolithic problem. It was going through a process. [source]
Chandini Jain
One of the five books Chandini would you recommend to young people interested in her career path. [source]
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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Leonardo Inghilleri, Micah Solomon
4.2
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31
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
Joseph Michelli
4.2
Discover the secrets of world-class leadership!
When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.
The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as:
Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them.
The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.
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32
The Big Book of Customer Service Training Games
Peggy Carlaw and Vasudha Deming
4.2
Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.
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33
Guerrilla Marketing: Easy and Inexpensive Strategies for Making Big Profits from Your Small Business
When Guerrilla Marketing was first published in 1983, Jay Levinson revolutionized marketing strategies for the small-business owner with his take-no-prisoners approach to finding clients. Based on hundreds of solid ideas that really work, Levinson’s philosophy has given birth to a new way of learning about market share and how to gain it. In this completely updated and expanded fourth edition, Levinson offers a new arsenal of weaponry for small-business success including
* strategies for marketing on the Internet (explaining when and precisely how to use it)
* tips for using new technology, such as podcasting and automated marketing
* programs for targeting prospects and cultivating repeat and referral business
* management lessons in the age of telecommuting and freelance employees
Guerrilla Marketing is the entrepreneur’s marketing bible -- and the book every small-business owner should have on his or her shelf.
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Recommended by Drew Houston, Bogdana Butnar, Pat Walls, and 1 others.
Drew Houston
CEO/Dropbox
About how do you get attention and users for your product if you have no money? The tactic of putting a video on Hacker News or creating a viral video, that was a seed that was planted by reading this book. [source]
Bogdana Butnar
I thought I might put my money where my mouth is. I keep whining that young people are not in touch with some essential books on advertising that have helped me shape the way I practise my trade today, but I never did anything about it. So I am starting here the ultimate books to read list. I will add to it as I get suggestions and as more good books get written. [source]
Pat Walls
One of the best marketing books out there, and looking back - it was way before it's time. [source]
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Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Frances Frei
4.2
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 weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.
The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make:
• How do customers define “excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price?
• How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?
• How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture?
• How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?
Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.
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The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary
Joseph Michelli
4.2
WAKE UP AND SMELL THE SUCCESS! You already know the Starbucks story. Since 1992, its stock has risen a staggering 5,000 percent! The genius of Starbucks success lies in its ability to create personalized customer experiences, stimulate business growth, generate profits, energize employees, and secure customer loyalty-all at the same time. The Starbucks Experience contains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world's most admired companies, according to Fortune magazine. With unique access to Starbucks personnel and resources, Joseph Michelli discovered that the success of Starbucks is driven by the people who work there-the partners -and the special experience they create for each customer. Michelli reveals how you can follow the Starbucks way to Reach out to entire communities Listen to individual workers and consumers Seize growth opportunities in every market Custom-design a truly satisfying experience that benefits everyone involved Filled with real-life insider stories, eye-opening anecdotes, and solid step-by-step strategies, this fascinating book takes you deep inside one of the most talked-about companies in the world today. For anyone who wants to learn from the best-and be the best-The Starbucks Experience is a rich, heady brew of unforgettable user-friendly ideas.
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Fans First: Change the Game, Break the Rules & Create an Unforgettable Experience
Jesse Cole
4.1
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Never Lose a Customer Again: Turn Any Sale Into Lifelong Loyalty in 100 Days
Joey Coleman
4.1
Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer.
Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days(R) after the sale and the interactions the customer experiences.
While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding.
In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship.
Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle.
In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone.
In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display).
In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals.
Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%.
Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries.
His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.
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38
Customer Satisfaction Is Worthless Customer Loyalty Is Priceless
Jeffrey H. Gitomer
4.1
Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert "satisfied" customers into "loyal" customers.
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Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise
Horst Schulze
4.1
Jim Collins, author of Good to Great, co-author of Built to Last: "Horst Schulze created a culture of service that should be a model for all of us. By committing to the highest standards of professionalism - and creating the right systems to achieve them - he inspired thousands to embrace the core ideal of sheer unadulterated excellence. Schulze now shares his story, and his methods, so that the rest of us can be uplifted and taught by the master himself."
Dan Cathy, chairman and CEO, Chick-fil-A: "Horst Schulze's influence on my family and our business is undeniable. His approach to customer service revolutionized the hotel industry and set a high bar for all of us. His new book, Excellence Wins, weaves Horst's personal story with the practical wisdom he's gleaned from an incredible career of servant leadership. It's a must read for leaders and anyone passionate about serving people."
***
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 fifty-year career.
As the co-founder and former president of Ritz-Carlton Hotel Co., Schulze fearlessly led the company to unprecedented multi-billion dollar growth, setting the business vision and people-focused standards that made the Ritz-Carlton brand globally elite.
Schulze's principles are both versatile and utterly practical to leaders of every age, career stage, and industry. You don't need a powerful title or a line of direct reports - you have everything you need to use them right now.
If you're searching for the blueprint to beating the competition and out-performing everyone around you, look no further than Excellence Wins. Schulze pulls no punches as a masterful guide to becoming the very best in a world of routine compromise.
Unleash the disruptive power of your true potential, own your career trajectory, and experience the game-changing proof firsthand: Excellence Wins.
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40
Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results
Renee Evenson
4.1
Let’s face it, dealing with customers isn’t easy. They aren’t always right—or even pleasant—but knowing the right words to use can make all the difference.
Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This! sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations.
Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers.
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41
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
John R. DiJulius III
4.1
Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results. By quantifying and examining each phase of the ""Customer Experience Cycle,"" Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to: • Turn customer complaints into positive experiences • Use marketing to go deeper with existing customers • Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences"
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42
Customer Service Tip of the Week: Over 52 ideas and reminders to sharpen your skills
Jeff Toister
4.1
Reinforce your customer service skills!
The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques.
Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport, exceed customer expectations, and solve tough problems.
Select tips by category, by specific challenge, or just go in order. Each tip includes a short explanation plus practical suggestions. Focus on one tip per week to sharpen your skills over time. Customer service leaders will find additional resources for sharing the tips with your team!
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43
Go-Givers Sell More
Bob Burg
4.1
from Go-Givers Sell More:
The great upside-down misconception about sales is that it's an effort to get something from others. The truth is that sales at its best-at its most effective-is precisely the opposite: it is about giving. Giving time, attention, counsel, education, empathy, and value. In fact, the word sell comes from the Old English word sellan, which means-you guessed it-to give. And curiously, the more you give, the more you receive. Great salespeople are not great because they have mastered "the close," or because they give a dazzling presentation, or because they can shoot holes in any customer objection from fifty paces. Genuinely great salespeople create a vast and spreading sphere of good will wherever they go. They enrich, enhance and add value to people's lives. They make people happier.
The Go-Giver took the business world by storm with its message that giving is the simplest, most fulfilling, and most effective path to success. It has inspired more than 125,000 readers; but some have wondered how the story's lessons stand up to the tough challenges of everyday, real-world business. Bob Burg and John David Mann answer that question in Go-Givers Sell More, a practical guide that turns giving into the cornerstone of a powerful and effective approach to selling.
Most of us think of sales as a struggle to make people do something they don't really want to do. But that cutthroat mentality makes the process much harder than it has to be-especially in an economic downturn when customers are more suspicious and defensive than ever. It's far more effective (and satisfying) when salespeople think like Go-Givers and focus exclusively on creating value for the customer. Cultivate a trusting relationship and provide outstanding service, say the authors, and great results will follow automatically. Illustrating their points with a wide range of real-life examples, Burg and Mann offer tips and strategies that anyone in sales can start applying right away.
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44
The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
Bill Price, David Jaffe
4.1
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong--eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences
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45
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
Janelle Barlow, Claus Møller
4.1
The first edition of A Complaint is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied or buried, but are instead valuable pieces of feedback that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. More relevant than ever in today's constantly connected world, when customers can complain instantly, 24/7, and broadcast their dissatisfaction around the world if they choose to, throughout the text has been heavily revised, with a wealth of new examples, tools and strategies.
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46
Weird Things Customers Say in Bookshops
Jen Campbell
4.1
This Sunday Times bestseller is a miscellany of hilarious and peculiar bookshop moments: 'Can books conduct electricity?' 'My children are just climbing your bookshelves: that's ok... isn't it?'
A John Cleese Twitter question ['What is your pet peeve?'], first sparked the 'Weird Things Customers Say in Bookshops' blog, which grew over three years into one bookseller's collection of ridiculous conversations on the shop floor.
From 'Did Beatrix Potter ever write a book about dinosaurs?' to the hunt for a paperback which could forecast the next year's weather; and from 'I've forgotten my glasses, please read me the first chapter' to 'Excuse me... is this book edible?: here is a book for heroic booksellers and booklovers everywhere.
This full-length collection illustrated by the Brothers McLeod also includes top 'Weird Things' from bookshops around the world.
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47
QBQ! The Question Behind the Question: Practicing Personal Accountability in Work and in Life
John G. Miller
4.1
The lack of personal accountability is a problem that has resulted in an epidemic of blame, victim thinking, complaining, and procrastination. No organization—or individual—can successfully compete in the marketplace, achieve goals and objectives, provide outstanding service, engage in exceptional teamwork, or develop people without personal accountability.
John G. Miller believes that the troubles that plague organizations cannot be solved by pointing fingers and blaming others. Rather, the real solutions are found when each of us recognizes the power of personal accountability. In QBQ! The Question Behind the Question®, Miller explains how negative, ill-focused questions like “Why do we have to go through all this change?” and “Who dropped the ball?” represent a lack of personal accountability. Conversely, when we ask better questions—QBQs—such as “What can I do to contribute?” or “How can I help solve the problem?” our lives and our organizations are transformed.
THE QBQ! PROMISE
This remarkable and timely book provides a practical method for putting personal accountability into daily actions, with astonishing results: problems are solved, internal barriers come down, service improves, teams thrive, and people adapt to change more quickly. QBQ! is an invaluable resource for anyone seeking to learn, grow, and change. Using this tool, each of us can add tremendous worth to our organizations and to our lives by eliminating blame, victim-thinking, and procrastination.
QBQ! was written more than a decade ago and has helped countless readers practice personal accountability at work and at home. This version features a new foreword, revisions and new material throughout, and a section of FAQs that the author has received over the years.
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Recommended by Vincent Pugliese.
Vincent Pugliese
Question: What books would you recommend to young people to be prepared for the future workplaces? Answer: So many! So many by Seth Godin (Linchpin, The Icarus Deception, Purple Cow) Essentialism by Greg McKeown, Deep Work by Cal Newport, The Choice by Og Mandino, Rich Dad Poor Dad by Robert Kiyosaki, The Total Money Makeover by Dave Ramsey, No More Dreaded Mondays and 48 Days To The Work You Love by Dan Miller, The 12 Week Year by Brian Moran, Will It Fly by Pat Flynn, The Traveler's Gift by Andy Andrews, QBQ by John Miller, The Four Hour Workweek by Tim Ferriss. Wow, there are so many more, but that’s a start. [source]
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48
The Charismatic Leader: 21 Skills to Connect with People
John C. Maxwell and HarperCollins Leadership
4.1
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49
Tiny Challenge: The Revolutionary New Way For Early Stage Coaches on How To Turn Ice Cold Leads into Raving Fan Customers in
Richmond Dinh
4.1
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50
Fearless Pricing: Ignite Your Team, Own Your Value, and Command What You Deserve
Casey Brown
4.1
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51
The Simple Truths of Service
Ken Blanchard
4.1
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52
Creating Superfans: How To Turn Your Customers Into Lifelong Advocates
Brittany Hodak
4.1
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53
How to Win Customers and Keep Them for Life
Michael LeBoeuf
4.1
"A powerhouse, a classic."--James B. Patterson*, bestselling novelist and former Chairman and Creative Director of J. Walter Thompson, U.S.A., Inc."An invaluable, easy-to-follow blueprint for winning, serving and keeping customers...This book is a must for any business." --Jere W. Thompson, President and CEO, The Southland Corporation
Michael LeBoeuf, one of the nation's foremost business consultants, presents a hard-hitting, action-ready rewards-and-incentives program for creating a winning sales team. This classic no-nonsense guide is completely revised and updated for today's computer-driven world. It contains everything you need to know about successful selling and--most important of all--how to win customers for life.
"I've always believed that it's a mistake to separate selling, managing and service from each other. How to Win Customers and Keep Them for Life is an easy-to-follow guide for putting them together with great results." --Ed Flanagan, President, Sales Marketing Executives--Greater New York
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54
Nuts!
Kevin Freiberg
4.0
Twenty-five years ago, Herb Kelleher reinvented air travel when he founded Southwest Airlines, where the planes are painted like killer whales, a typical company maxim is "Hire people with a sense of humor," and in-flight meals are never served--just sixty million bags of peanuts a year. By sidestepping "reengineering," "total quality management," and other management philosophies and employing its own brand of business success, Kelleher's airline has turned a profit for twenty-four consecutive years and seen its stock soar 300 percent since 1990.
Today, Southwest is the safest airline in the world and ranks number one in the industry for service, on-time performance, and lowest employee turnover rate; and Fortune magazine has twice ranked Southwest one of the ten best companies to work for in America. How do they do it?
With unlimited access to the people and inside documents of Southwest Airlines, authors Kevin and Jackie Freiberg share the secrets behind the greatest success story in commercial aviation. Read it and discover how to transfer the Southwest inspiration to your own business and personal life.
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55
The More You Know, the More You Close: The Power of Curiosity-Driven Sales
Kelly Singleton Myers
4.0
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56
Delivering Massive Value: The Financial Advisor's Guide to a Highly Profitable, Hyper-Efficient Practice
Matthew Jarvis
4.0
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57
The Total Pitch: An end-to-end guide to winning the pitch every step of the way
Edward Wise
4.0
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58
Continuous Discovery Habits: Discover Products That Create Customer Value and Business Value
Teresa Torres
4.0
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59
Make Your Brand Legendary: Create Raving Fans With the Customer Experience Engine
Scott Wozniak
4.0
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60
The 8 Laws of Customer-Focused Leadership: New Rules for Building A Business Around Today’s Customer
Blake Morgan
4.0
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61
Make Them Smile: Why Customer Satisfaction Is the Key to Rapid and Sustainable Growth
Dr. Sulman Ahmed
4.0
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Go Big or Go Home: 5 Ways to Create a Customer Experience That Will Close the Deal
Diana Kander
4.0
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63
Know What You're FOR: A Growth Strategy for Work, An Even Better Strategy for Life
Jeff Henderson
4.0
Your organization - business, church, or nonprofit - will experience unprecedented growth when you close the gap between these two game-changing questions: What are we known for? What do we want to be known for?
In Know What You're FOR, entrepreneur and thought leader Jeff Henderson makes it clear that if we want to change the world with our products or our mission, then we must shift the focus of our messaging and marketing. Rather than self-promoting, we must transform our organizations to be people-centric. This sounds like a no-brainer, but looking closer shows just how little this is true and how impactful the change would be if it were. Whether you're a business leader, a change advocate, or a movement maker, Know What You're FOR will help you - and your organization - thrive.
It's what happens when you create an organization focused on who it is FOR. This is the future. Thriving organizations will be more concerned with becoming raving fans of their customers than they are trying to convince customers to become raving fans of the organization. This isn't theory. Jeff Henderson has experienced it.
Working with companies like Chick-fil-A and the Atlanta Braves, then serving as a pastor for 15 years at one of the country's largest and most influential churches, North Point, Jeff knows what success looks like for healthy organizations and healthy lives. With fascinating stories from a host of entrepreneurs and Jeff's remarkable career, Know What You're FOR equips you with a simple strategy and the tools for extraordinary growth. You'll discover how to:
Work FOR your current and future customers with a new, effective method Be FOR your team and help your people reach full potential Create a ripple impact by being FOR your community Live and work your best by caring FOR yourself In a hypercritical, cynical world, one that is often known for what it's against, let's be a group of people known for who and what we're FOR. It's a powerful strategy for business. But more importantly, it is a revolutionary way to live.
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More Lessons Learned: How to Accelerate the Growth of Your Home Improvement Business
Charlie Gindele
4.0
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65
Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone
Shep Hyken
4.0
Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn’t an out-of-reach goal. In fact, amazement is a habit that anyone can master—and Shep Hyken knows the tricks to making it your own.
In Be Amazing or Go Home, Shep shares the secrets behind making his motto “Always Be Amazing!” an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game, including: Showing up ready to be amazing Being proactive Craving feedback Taking responsibility Embracing authenticity Focusing on excellence Turning misery into magic Once you master these habits, you’ll be able to create trust, build stronger relationships, make sales, advance your career, and more. Now is the time to step out of the ordinary and step into amazing.
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66
The Client Retention Matrix: A How-To Guide for Growing Relationships: Proven Strategies to Keep Clients Longer, Increase Margins, and Guarantee Referrals (Conversations Made Easy Book 2)
Chris Jennings
4.0
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67
You Can't Teach a Kid to Ride a Bike at a Seminar, 2nd Edition: Sandler Training's 7-Step System for Successful Selling
David Sandler and David H. Mattson
4.0
"The bestselling sales classic! Revised and expanded to help you supercharge personal and team performance in today's ultra-competitive sales environment"
""People make buying decisions emotionally and justify them logically.""
That shrewd, timeless insight from the first edition of this bestselling book has become a "no-brainer" among sales professionals. Now "You Can't Teach a Kid to Ride a Bike at a Seminar" comes with new insights, information, and tools every sales leader can use. It combines Sandler's classic, battle-tested advice on driving personal and organizational success by breaking the rules of conventional selling with up-to-date best practices from experienced trainers of Sandler, now run by David Mattson.
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68
The Unsold Mindset: Redefining What It Means to Sell
Colin Coggins
4.0
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69
The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
Richard Gallagher
4.0
By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. The book includes tangible tips and tricks to help readers discover how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills.Issues with customers can send even the most seasoned service professionals into red alert. But you don’t need to be a crisis counselor to effectively communicate your way out of a difficult spot. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.
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Treating People Not Patients: Transformational Insights on Hospitality and Human Connection to Provide High Quality Care Expe
Michael Sonick DMD and Scott Davis
4.0
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Project Dynamics: Moving Beyond Time, Scope and Budget for Successful Customer Project Management
Shane Anastasi
4.0
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72
Perfect Phrases for Customer Service: Hundreds of Ready-To-Use Phrases for Handling Any Customer Service Situation
Robert Bacal
4.0
THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME You've heard it a million times: "The customer is always right." But let's face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.
Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for:
Defusing bad situations before they get worse Handling complaints patiently and professionally Satisfying customers and increasing sales Building long-term relationships with important customers
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73
Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service
Jeff Toister
4.0
Note: This is a second edition. The first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.
Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.
Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as:
Company cultures that unwittingly discourage excellent customer service. Employees torn between following policy or serving the customer. Cost reduction efforts that actually increase the cost of service. Poor products and services that make it impossible to satisfy customers. Bad habits that make it difficult to listen to customers' needs. Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.
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Activity Log Book: dans 11" x 8.5" (27.9 x 21.6 cm ) 110 Pages
dans, Henderson Daniel, et al.
4.0
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75
Hug Your Customers: STILL The Proven Way to Personalize Sales and Achieve Astounding Results
Jack Mitchell
4.0
Revised and updated for the first time since original publication!
Here is the 200,000-copy staple, praised by Warren Buffett as "a gem ... I wish everyone at Berkshire would follow [Jack Mitchell's] advice--we would own the world."
If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business bestseller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits by providing exceptional customer service. It's that simple says Jack Mitchell. Hug Your Customers shares the hands-on practical philosophy that has allowed Mitchell and his Family of Stores to thrive and excel in today's challenging retail marketplace. Filled with accessible advice, personal case studies and tips any businessperson can use, Hug Your Customers is an energizing blueprint for customer and employee retention, increased per capita spending, and groundbreaking success.
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76
Starting a Business QuickStart Guide: The Simplified Beginner's Guide to Launching a Successful Small Business, Turning Your Vision into Reality, and Achieving Your Entrepreneurial Dream
Ken Colwell PhD MBA
4.0
Starting a Business QuickStart Guide: The Simplified Beginner's Guide to Launching a Successful Small Business, Turning Your Vision into Reality, and Achieving Your Entrepreneurial Dream
THE ULTIMATE BEGINNER'S GUIDE TO STARTING A BUSINESS IN 2019!
Have you ever dreamt of starting your own business and living life on your terms?
This book shows you EXACTLY what you need to know to stand out from the crowd!
Do you have an idea for an amazing product or service but you aren't sure how to build a business around it?
Then you NEED this book. Buy now and start reading today!
Are you a current business owner who struggles to identify your customers and deliver true world-class value?
Everything you need to know is included in these pages!
Do you want to build your hobby business into a fully-fledged venture that will help you build the life you deserve?
Then you NEED this book. Buy now and start reading today!
The most comprehensive guide ever developed for starting and growing a business in 2019!
In the highly competitive world of business, what makes or breaks a new entrepreneur?
Sourced from over twenty years of firsthand experience working with entrepreneurs, new ventures, and high-growth startups, author Ken Colwell, PHD, MBA has the answers.
In his comprehensive Starting a Business QuickStart Guide, Ken Colwell concisely presents the core fundamentals that all new entrepreneurs need to know to get started, find success, and live the life of their dreams.
Business and entrepreneurship students, small business owners, managers, and soon-to-be entrepreneurs will all find a wealth of value within the pages of the Starting a Business QuickStart Guide.
From the very first steps conceptualizing your venture to winning your first customers, delivering value, and turning a profit, this book acts as an invaluable blueprint for your path to entrepreneurial success. Colwell's clear voice, extensive experience, and easy-to-understand presentation come together to make this book a must-have resource in the library of every budding entrepreneur!
Perfect For:
Would-Be Entrepreneurs With a Ton of Passion! Entrepreneurial Students of All Ages! Beginners with Zero Prior Experience! Managers, Business Owners, and Decisions Makers Growing into a New Role! You'll Discover:
The Difference Between an Idea and an Opportunity! What Makes an Entrepreneurial Opportunity Great! The Very First Steps You Need To Take To Get Your Venture Off The Ground! Pricing, Competition, Customer Identification, Marketing, and Distribution Demystified! The REAL Components of an Entrepreneurial Mindset! Exactly How To Craft Your Value Proposition! How to Write a Comprehensive Business Plan! **LIFETIME ACCESS TO FREE RESOURCES & INVESTING SUPPORT*: Each book comes with free lifetime access to tons of exclusive online resources to help you become a better business owner such as workbooks, cheat sheets and reference guides. You also receive lifetime access to our online coaching community to help you achieve all of your financial goals!.*
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The Power of Customer Experience: 5 Elements To Make An Impact
Elizabeth Dixon
4.0
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78
Unfair Mindshare: A CMO's guide to community-led marketing in a product-led world
Derek Weeks
4.0
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79
Hospitalidad irracional: El poder de dar más de lo que se espera de ti (IMPULSA) (Spanish Edition)
Will Guidara
4.0
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80
Véndele a La Mente, No a La Gente
Jürgen Klaric
4.0
Es el último libro de Jürgen Klaric enfocado a las ventas, uno a uno, de productos y servicios. Este método y técnicas salieron de diversos estudios en laboratorios científicos y también avalados por investigaciones antropológicas y neurocientíficas. El autor prueba en este libro que los procesos de ventas son sumamente desgastantes y poco efectivos debido a que no sabemos cómo funciona la mente pero si le hacemos caso a la gente. Las ventas de este libro han sido todo un récord en los primeros meses tras su lanzamiento, convirtiéndose en el modelo comercial y de venta de empresas como General Motors, Telefónica Movistar, Claro, SAB-Miller e Ikea.
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81
Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary
Steve Curtin, Sean Pratt, et al
4.0
If you want to know how strong your company's customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee's highest priority, because when it's not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty.In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that actually create happy and returning customers. Things such as: - Expressing genuine interest- Offering sincere compliments- Sharing unique knowledge- Conveying authentic enthusiasm- Providing pleasant surprises- Delivering service heroics when neededSimply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn't you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in this invaluable guide, you can take the customer service experience you offer from ordinary to extraordinary.
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82
The Grateful Tracker: Unlock Success: A Comprehensive Gratitude Journal and Business Tracker for Entrepreneurs, Sales Profess
Kristina Quesada, Jenna Yost Hoyas, Mary Aronoff, and Avery Wagner
4.0
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83
The JOLT Effect: How High Performers Overcome Customer Indecision
Matthew Dixon
4.0
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84
It Starts with Clients: Your 100-Day Plan to Build Lifelong Relationships and Revenue
Andrew Sobel
4.0
It Starts with Clients is a double entendre (actually "triple"): (1) It's about helping people when they are starting out to build a client base in their careers; (2) It affirms that when you start a business, it's best to start with a potential client/customer already in hand; and (3) All business strategy should start from an understanding of the needs of the client/customer. Over the last 20 years Sobel has developed the single most significant, diverse, and widely-read body of work in the world on how to build enduring client relationships--and more generally, on establishing trusted business relationships. His client base includes many of the leading professional service firms (e.g., McKinsey), banks (e.g., Citibank), and technology firms (e.g., Cognizant, SAP) in the world. It Starts with Clients will be, in a sense, the prequel to his most popular books on the subject. It's a book many of his clients have asked for as the Millennial generation has fully entered the workforce. A typical comment has been, "We love your content, and we've put all our experienced people through it--now, do you have something for our younger professionals in their 20s and 30s who are just starting to work with clients and build their own client base?" It Starts with Clients will set out all of the key strategies and skills required to acquire and grow new clients, and then sustain lifelong relationships with them. It is NOT a "Millennials" book but rather the ultimate guide for anyone who is in their first five years or so of working in a client-facing role in sales, delivery, or service. It is based on the most extensive and wide-ranging research ever done on the ingredients of enduring client relationships. There is actually no book like this on the market--nothing with a similar or even vaguely similar title. The closest would be Alan Weiss's Getting Started in Consulting, which has been quite successful (after 20 years on the market, he's launching a revised edition this spring). But even that is a very different book than It Starts.
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85
Jotform AI Agents for Beginners: The Future of Customer Service
Aytekin Tank and Christopher Bass
4.0
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86
THE ULTIMATE REFERRAL MACHINE: TURN EVERY CUSTOMER INTO A CASH-FLOWING, LEAD-GENERATING MACHINE
Joshua W. Clark and Joshua Clark
4.0
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87
From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans
Jon Picoult
4.0
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88
Elevating Engagement: Uncommon Strategies for Creating a Thriving Member Community
Amanda Lea Kaiser
4.0
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89
The Irresistible Consultant's Guide to Winning Clients: 6 Steps to Unlimited Clients & Financial Freedom
David A. Fields
4.0
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90
Fish!: A Proven Way to Boost Morale and Improve Results
Stephen C. Lundin PhD
4.0
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91
Amazement Revolution: Seven Customer Service Startegies to Create an Amazing Customer (& Employee) Experience
Shep Hyken
4.0
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92
Augmented and Virtual Reality: Unlocking Business Potential for Entrepreneurs (Empowering Small Businesses)
Kimberly Burk Cordova and Hannah Stone
4.0
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93
Meeting Planner: Room Ready Edition
Amparo G
4.0
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94
Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
Nick Mehta, Dan Steinman, and Lincoln Murphy
4.0
Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses.
Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company.
From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.
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95
The Ultimate Question: Driving Good Profits and True Growth
Fred Reichheld
4.0
Based on extensive research, 'The Ultimate Question' shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation.
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96
ChatGPT Bible: 4 Powerful Books to Supercharge Your Earnings, Optimize Efficiency, and Unlock Your Potential Using AI and Cha
Max Codex
4.0
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97
10 Commandments of Strategic Networking: How To 'Up Your Networking Game' With Career and Business-Building Results
Robert Bagley III
4.0
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98
Broken Windows, Broken Business: The Revolutionary Broken Windows Theory: How the Smallest Remedies Reap the Biggest Rewards
Michael Levine
4.0
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99
Ridiculously Easy to Do Business With: A practical guide to giving customers what they want--when and how they want it
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