Customer Marketing

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.

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 startups must master if they hope to gain a competitive edge. As it turns out, there is a...

If all the practice consultants and marketing experts have such great ideas to share, why aren't they using them to run their own successful practices? Finally, a book that offers not just ideas but proven strategies for transforming any financial practice into a highly effective value-delivering machine. Practicing financial advisor Matthew Jarvis uses these exact strategies to run his own wildly successful investment firm.

In today’s fast-paced digital world, traditional marketing strategies no longer guarantee success. The New Rules of Marketing is your ultimate guide to navigating the modern marketing landscape and turning your brand into a thriving online presence. Whether you’re a small business owner, entrepreneur, or marketing professional, this book equips you with the tools and strategies needed to attract, engage, and retain customers in the digital age.

Packed with behind-the-peel stories, hard-earned lessons, and a few other surprises, Fans First teaches you how to stand out in your marketplace, drive explosive growth, and inspire fanatical loyalty.

Still struggling through the financial crisis that began in 2008, consumers aren't buying traditional sales approaches anymore. So how do salespeople, corporate communicators, managers, and marketers sell their ideas, products, and services to a generation of customers who are more skeptical and less influenced by conventional marketing than ever before?

The best financial advisors are well equipped to succeed regardless of market conditions. Based on interviews with 15 top advisors, each doing several million dollars worth of business every year, The Million-Dollar Financial Advisor distills their universal success principles into 13 distinct lessons. Each is explained step-by-step for immediate application by veteran and new financial professionals alike.

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 ultimate guide to digital marketing and advertising from one of the most influential digital marketers in the world, Alex Schultz, Chief Marketing Officer of Meta. “Alex is one of a small handful of people that I can say without his work, our community would not have connected more than 2...

In Digital Customer Success: The Next Frontier, a team of trailblazing customer success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in customer success management. In the book, you'll discover how to design and deploy touchless and automated digital interventions that help your software users learn and grow as they use your product and unlock the value trapped within it-without ever needing to reach out to a live customer success manager.

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service.

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.

Read by the author. Laugh until you cry with a much-needed dose of irreverent humor about why work stinks. Customers want you to magically produce something from the back room. Bosses schedule you on your day off. Corporate policies are mandated that make zero practical sense. Sound familiar? If...

How Clients Buy is the much-needed guide to selling your services. If you're one of the millions of people whose skills are the "product," you know that you cannot be successful unless you bring in clients. The problem is, you're trained to do your job-not sell it. No matter how great you may be at your actual role, you likely feel a bit lost, hesitant, or "behind" when it comes to courting clients, an unfamiliar territory where you're never quite sure of the line between under- and over-selling. This book comes to the rescue with real, practical advice for selling what you do.

A business' current customer base needs to be considered among the company's most valuable assets. Discover the practical tools to preserve and grow this asset and boost your business by tapping into The Hidden Power of Your Customers. Existing customers are the key to ongoing business growth. They are the people who already know you and buy from you. Yet too many businesses allow their existing customers their least expensive, most easily acquired sales to slip away. Don't let this happen to you!

Books on marketing analytics tend to be quite academic, with an emphasis on precision and statistical significance that are rarely ever achievable in the corporate world. Having worked in marketing for companies of all sizes, I realize the sharp divide between how analytics are taught and how they are used. Decisions - even in very large companies - are usually made quickly with very imperfect data.

Sales is a skill anyone can learn and master - and introverts are especially good at it once they learn how to leverage their natural strengths. Introverts aren't comfortable with traditional tactics like aggressively pushing a product or talking over a customer's objections. That's the beauty of The Introvert's Edge: it doesn't focus on the sale itself but on a sales system that helps introverts feel sincere instead of sales-y.

Rework shows you a better, faster, easier way to succeed in business. Most business books give you the same old advice: Write a business plan, study the competition, seek investors, yadda yadda. If you're looking for a book like that, put this one back on the shelf. Read it and you'll know...

The timeless guide to sales success has been revised to help you supercharge personal and team performance in a new economy. "People make buying decisions emotionally and justify them logically." That shrewd insight from the first edition of this best-selling book has become a no-brainer among sales professionals. Now, the new edition of the classic work that has helped millions of sales professionals take their careers to new levels offers critical new insights, information, and tools for success in today's economy.

The Lean Product Playbook is a practical guide to building products that customers love. Whether you work at a start-up or a large, established company, we all know that building great products is hard. Most new products fail. This book helps improve your chances of building successful products through clear, step-by-step guidance and advice.