Customer Business

When customers are truly thrilled about their experience with your product or service, they can become outspoken "evangelists" for your company. This group of satisfied believers can be converted into a potent marketing force to grow your universe of customers.

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.

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.

Four years ago, the bestselling authors of The Challenger Sale overturned decades of conventional wisdom with a bold new approach to sales. Now their latest research reveals something even more surprising: Being a Challenger seller isn’t enough. Your success or failure also depends on who you...

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.

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...

Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, customer success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.

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.

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.

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.

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.

Do you want to make money on your own by letting your creative side shine? If you want to make beautiful balloon garlands and learn the ins and outs of the business, then this book is for you! Here’s the deal: You may love the idea of starting your own balloon business, but you have no idea where to get started. Fortunately, this book will give you the road map you need to build a balloon business that you will love, and the best part is that you can start this business from the comfort of your own home.

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...

The greatest disruption in the history of marketing isn’t coming for your job. It’s coming for your customer. Artificial Intelligence is changing the way people think, feel, decide, and connect. Your next customer will be less patient, more trusting of machines, less loyal to brands, and possibly searching for meaning in new and unexpected places. If you don’t understand these shifts, your marketing playbook will be obsolete. Bestselling author and futurist Mark Schaefer takes you on a deep, human-centered journey through the new realities of consumer behavior in the age of AI.

The Heart of Hospitality is the essential guide to creating exceptional customer service and hospitality for guests of all generations, including millennials, boomers, and more.

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.

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.

Any organization can win more customers and increase sales if they learn to be more strategic with their customer service. When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn...

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...

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.