Customer Business

The traditional methods of acquiring customers and generating sales are being replaced. Google’s endless algorithm updates, zero-click results, and AI-generated answers are choking off website traffic like never before. If your business relies even slightly on search engines—or if sudden drops in traffic have blindsided you—Goodbye Google, Hello Marketing is your wake-up call.

Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the customer leadership executive, this book follows the five-competency model she uses to coach the C-Suite and chief customer officers.

From acclaimed best-selling author Sandra Brown, Tough Customer is a heart-pounding tale about obsession and murder, the fragile nature of relationships, and, possibly, second chances.

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.

How do you grow a truly sustainable business in the hypercompetitive 21st century? By using the practical, psychology-based strategies in this book to dive into the mind of your customer and enhance your business's customer experience by creating "buying loops" that keep your customers coming back for more. The Customer Loyalty Loop includes proven, science-backed secrets for building legions of loyal customers who will become evangelists for your business, buy from you repeatedly, and actually enjoy doing business with you.

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.

Sticky Branding is your branding playbook. Get customers to choose your brand first. Sticky Brands exist in almost every industry. Companies like Apple, Nike, and Starbucks have made themselves as recognizable as they are successful. But large companies are not the only ones who can stand out. Any business of any size can grow into a Sticky Brand. Based on a decade of research into what makes companies successful, Sticky Branding’s 12.5 guiding principles are drawn from hundreds of interviews with CEOs and business owners who have excelled within their industries. The 12.

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.

In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth.You also generate a vital metric: your Net Promoter Score.

Master the evergreen traffic strategies to fill your website and funnels with your dream customers in this timeless work from the $100 million entrepreneur and cofounder of the software company ClickFunnels.

Most startups don't fail because they can't build a product. Most startups fail because they can't get traction. Startup advice tends to be a lot of platitudes repackaged with new buzzwords, but Traction is something else entirely. As Gabriel Weinberg and Justin Mares learned from their own experiences, building a successful company is hard. For every startup that grows to the point where it can go public or be profitably acquired, hundreds of others sputter and die.

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

The 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.

Here is the bestselling guide that created a new game plan for marketing in high-tech industries. Crossing the Chasm has become the bible for brining cutting-edge products to progressively larger markets. This revised and updated edition provides new insights into the realities of high-tech...

Whether he’s underwriting for an overlord, or wearing a pocket protector in a pocket universe, Tom Stranger has just one policy: providing Quality Customer Service. No alien menace is too menacing, no galactic rift too rifty for the multiverse’s most-trusted Interdimensional Insurance Agent in these three brand-new adventures and two classic escapades.

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

Marketers are faced with a stark and challenging dilemma: Customers demand deep personalization, but they are increasingly leery of offering the type of personal data required to make it happen. As a solution to this problem, customer data platforms have come to the fore. CDPs are the hottest marketing technology around today, but are they worthy of the hype? Customer Data Platforms takes a deep dive into everything CDP, so you can learn how to steer your firm toward the future of personalization.

ROI Reimagined introduces 11 revolutionary ways to measure business success in the modern marketplace: Return on Inspiration – How well do you motivate your people? Return on Integrity – Do customers trust your brand? Return on Inclusion – Does your business reflect the world you serve? Return on Innovation – Are you evolving fast enough to stay relevant? And 7 more game-changing metrics that forward-thinking leaders are already using to outperform their competition. Why settle for measuring the past when you could be shaping the future?

Selling is tougher than ever before. Potential customers are under extreme pressure to do more with less money, less time, and fewer resources, and they're wary of anyone who tries to get them to buy or change anything. Under such extreme conditions, yesterday's sales strategies no longer work. Sales strategist Jill Konrath tells you how to overcome obstacles, get more appointments, speed up decisions, and win sales with today's short-fused, frazzled customers.

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.