Customer Behavior

Customers can be a mystery. Despite the availability of more data than ever before, everyone, from the CEO to salespeople in the field, struggles to understand who their customers really are, what they want, why they lose them, and how to regain them. To crack the case, start thinking like a market detective. David Scott Duncan shows how in his entertaining story of Tazza, a fictional chain of cafes with declining sales and leaders urgently seeking to understand why.

The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowledge, and attitudes that matter most for high performance. And what they discovered may be the biggest shock to conventional sales wisdom in decades.

The lifeblood of your business is repeat customers. But customers can be fickle, markets shift, and competitors are ruthless. So how do you ensure a steady flow of repeat business? The secret--no matter what industry you're in--is finding and keeping automatic customers. These days virtually anything you need can be purchased through a subscription, with more convenience than ever before.

Coleman offers a system designed to dramatically increase customer retention and as a result, the bottom line. He identifies eight distinct emotional needs customers undergo during the 100 days following a purchase, whether it's as small as a new drink at Starbucks or as big as a house. If you can understand and anticipate these phases, you can use a myriad of techniques - in-person, email, mail, and video - to cement a long and valuable partnership.

Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.

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

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

In the old days, when we made physical products, setting project goals wasn’t that hard. But in today’s service - and software-driven world, “done” is less obvious. When is Amazon done? When is Google done? Or Facebook? In reality, services powered by digital systems are never done. So then how do we give teams a goal that they can work on? Mostly, we simply ask teams to build features - but features are the wrong way to go. We often build features that create no value. Instead, we need to give teams an outcome to achieve.

In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.

Drawing on his experience as a psychiatrist, business consultant, and coach, author Mark Goulston combines his background with the latest scientific research to help listeners turn the "impossible" and "unreachable" people in their lives into allies, devoted customers, loyal colleagues, and lifetime friends. Just Listen provides simple but powerful techniques listeners can use to really get through to people.

Based on six years of research, Harvard Business School Professor Thales Teixeira shows how and why industries are disrupted and what established companies can do to respond - as well as what potential start-ups must master if they hope to gain a competitive edge.

Customers Know You Suck is the how-to manual for customer centric product marketing. Its highly actionable models, maps, and processes empower everyone to improve the customer experience (CX). Learn how to investigate, diagnose, and act on what's blocking teams. Gather the evidence and data that better inform decisions, leading to increased satisfaction, conversion, and loyalty.

AI-Powered Customer Experience, The Future of Call Center Excellence. Future belongs to organizations that understand how to measure what matters: customer lifetime value, emotional satisfaction, effort reduction, and the seamless orchestration of human and artificial intelligence working together. Thirty years ago, when I first stepped into a call center, success was measured by how many calls an agent could handle per hour. The faster you moved customers along, the better your numbers looked.

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.

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

How do today's most successful tech companies—Amazon, Google, Facebook, Netflix, Tesla—design, develop, and deploy the products that have earned the love of literally billions of people around the world? Perhaps surprisingly, they do it very differently than most tech companies. In Inspired, technology product management thought leader Marty Cagan provides listeners with a master class in how to structure and staff a vibrant and successful product organization, and how to discover and deliver technology products that your customers will love—and that will work for your business.

What is it that made Starbucks an overnight sensation and separated it from other coffee house companies? Why do many products with great product innovation, perfect locations, terrific customer experiences, even breakthrough advertising, fail to get the same visceral traction in the marketplace as brands like Apple and Nike?

The Thank You Economy is about something big, something greater than any single revolutionary platform. It isn't some abstract concept or wacky business strategy—it's real, and every one of us is doing business in it every day, whether we choose to recognize it or not. It's the way we communicate, the way we buy and sell, the way businesses and consumers interact online and offline.

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.

Fast-paced and down-to-earth, Delivering Happiness shows how a different kind of corporate culture is a powerful model for achieving success, and concentrating on the happiness of those around you can dramatically increase your own.