Customer Business

A WALL STREET JOURNAL BESTSELLER If keeping employees is a challenge for you, Never Lose an Employee Again offers a proven framework for increasing retention, engagement, and in the process, profits. Joey Coleman, one of the world's leading experts on employee experience, reveals practical...

From services to products, online to in-person, small-scale to multinational, your customers' loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution.

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.

The #1 New York Times bestselling author of Thick As Thieves “charges her characters and their relationships with electricity” (San Francisco Book Review) in this gripping novel of suspense. When a deranged stalker attempts to murder her daughter Berry, Caroline King has no doubts about who...

The must-read New York Times bestseller that's redefining hospitality and inspiring readers in every industry. - Featured in FX's The Bear and Showtime's Billions - JP Morgan NextList Pick Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling two-star brasserie...

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...

In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry.

Not all customers are the same, regardless of how they appear on the surface. The most successful companies, from Amazon to Best Buy, understand their best customers are their most valuable asset, and they tailor their acquisition, development, and retention efforts to those customers. In The Customer Centricity Playbook, Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer.

Through the story of a $6,000 egg, Deb and Todd Duncan reveal that even the smallest interactions have the power to create lifelong patrons or alienate once-devoted customers. The 10 Golden Rules of Customer Service represents the costly mistake of removing customer satisfaction from the bottom line.

The biggest problem that most entrepreneurs have isn't creating an amazing product or service; it's getting their future customers to discover that they even exist. Every year, tens of thousands of businesses start and fail because the entrepreneurs don't understand this one essential skill: the...

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.

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.

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...

This audiobook explains why people buy - and how to use that knowledge to improve pricing, increase sales, and create better, "brain-friendly" brand messaging. Become a more effective leader with the practical tools in this book.

You know your product is awesome, but does anybody else? Forget everything you thought you knew about positioning. Successfully connecting your product with consumers isn’t a matter of following trends, comparing yourself to the competition, or trying to attract the widest customer base. So, what is it? April Dunford, positioning guru and tech executive, will enlighten you.

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?

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

Customer Data and Privacy: The Insights You Need from Harvard Business Review will help you understand the tangled interdependencies and complexities and develop strategies that allow your company to be good stewards, collecting, using, and storing customer data responsibly.

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 many longstanding myths...

The New York Times bestselling authors of Switch and Made to Stick explore why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work. While human lives are endlessly variable, our most memorable...