Résultats Éditeur "Brilliance Audio" dans Marketing et ventes

Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a "relationship" with your company's customer service department, or do they simply want to purchase your products or services so they can put them to use?

This book offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to drive success by effectively managing the moments when employees interact with customers. Based on research spanning 10 million employees and 10 million customers around the globe, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it.

Through her global consulting projects, keynote speeches, and work with thousands of leaders, Karen has seen first-hand how a pervasive lack of clarity strangles business performance and erodes employee engagement. Ambiguity is the corporate default state, a condition so prevalent that “tolerance for ambiguity” has become a clichéd job requirement. It doesn’t have to be this way.

Why the best way to drive growth might be to focus rather than expand When Sanjay Khosla took charge of developing markets for Kraft Foods in 2007, the business was floundering. Six years later, annual sales had soared from $5 billion to $16 billion with significant improvement in profitability. The secret? Making fewer, bigger, and bolder bets and stopping a lot of small stuff. Kellogg School professor Mohanbir Sawhney discovered a similar formula for stellar results - focus and simplicity - in advising Fortune 500 companies.

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

Demographics not only define who we are, where we live, and how our numbers change. For those who can read beyond the raw figures, they open up hidden business opportunities that lie ahead. What will happen when retiring Boomers free up jobs? How will Generation Y alter supermarkets? Which states will have the most dynamic workforces? Will American manufacturing rebound as Asia's population declines? Upside puts this powerful yet little-understood science to work finding answers.

Learn sales from the best in the business! Now you can join the millions of salespeople who have followed Stephan Schiffman's advice and watch your performance soar. Schiffman lets you in on the industry's best-kept secrets.

What's behind the phenomenal success of entertainment businesses such as Warner Bros., Marvel Entertainment, and the NFL — along with such stars as Jay-Z, Lady Gaga, and LeBron James? Which strategies give leaders in film, television, music, publishing, and sports an edge over their rivals? Anita Elberse, Harvard Business School's expert on the entertainment industry, has done pioneering research on the worlds of media and sports for more than a decade. Now, in this groundbreaking audiobook, she explains a powerful truth about the fiercely competitive world of entertainment.

Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.

Science confirms the distinction between the biological brain and the conscious mind. Each day, a game of mind versus matter plays out on a field defined by the problems we must solve. Most are routine, and don't demand a more mindful approach. It's when we're faced with more difficult challenges that our thinking becomes vulnerable to brain patterns that can lead us astray.

The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success

Green to Gold is an essential guide for forward-thinking business leaders who see the Green Wave coming and want to profit from it. This audio explores what every executive must know to manage the environmental challenges facing society and business. Based on the authors' years of experience and hundreds of interviews with corporate leaders around the world, Green to Gold, shows how companies generate lasting value.

The solution in each case was a focus on customer experience, the most powerful - and misunderstood - element of corporate strategy today. Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver. Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew 22 percent.

Jairek Robbins, decorated performance coach and lifestyle entrepreneur, guides you through his proven, step-by-step process for filling the gap between where you are today and where you want to be. In reassuring and easy-to-understand language, Robbins helps you build a strong foundation for authentic happiness. Each chapter is strategically designed to engage you with personal reflections and challenges that will encourage you to make immediate improvements to your everyday behavior.

If you've ever sought a job or hired someone, applied to college or guided your child into a good kindergarten, asked someone out on a date or been asked out, you've participated in a kind of market. Most of the study of economics deals with commodity markets, where the price of a good connects sellers and buyers. But what about other kinds of "goods," like a spot in the Yale freshman class or a position at Google?

In the early stages of a tech startup's life, it's hard to decipher the meaningful metrics from the distractions. How do you know if your product is working? Is it the number of new signups? Average amount of time spent on the site? Revenue, even if you don't have a revenue model yet? In Scaling Lean, serial entrepreneur and author of the startup cult classic Running Lean Ash Maurya offers a tactical handbook for measuring and scaling a tech startup with maximum efficiency and efficacy.

Millions of people hate their jobs, or have recently lost one, and would love to start a small business. Yet very few actually try, because the process feels as scary as jumping off a cliff. No matter how boring or stressful a job might be, it's hard to give up a salary and benefits. But for some, it can be the smartest, happiest decision of a lifetime.

Working in sales, you have the opportunity to make more money and drink more coffee than you ever thought possible! You also get these bonus benefits: customers who lie to your face, quotas that change as soon as you hit them, management that puts soul-crushing demands on you to produce...and so much pressure you're likely to experience PSSD (Post Sales Stress Disorder).

Audio Branding is a concise, practical guide on the influential world of audio branding - what it is, why it's important, and how it can be used to enhance a brand. Consider the familiar tune of a branded ringtone, the bubbly sounds of Skype, and even the chosen sound bite for a branded car unlocking as the driver presses the key. How do these choices tie into a wider brand identity? Which emotions do they spark, and most importantly, how do these choices enhance brand association with the consumer?

The world of digital media is changing at a phenomenal pace. Constantly evolving technologies are transforming not just how we access our information but how we interact and communicate with one another on a global scale. Understanding Digital Marketing is a practical, no-nonsense guide to web-marketing, the rules of new media, and researching the new generation of digital consumers. This fourth edition has been thoroughly revised with more information, fresh examples and case studies, and the latest developments in the industry.