Customer Success Leadership

“It’s not the magic that makes it work; it’s the way we work that makes it magic.” The secret for creating “magic” in our careers, our organizations, and our lives is simple: outstanding leadership—the kind that inspires employees, delights customers, and achieves extraordinary...

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?

Read by the author. Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients. If you’re searching for ways to ensure your customers...

Negotiation is an essential element of almost all of our interactions - personally and professionally. It’s part of how we establish relationships, work together, and arrive at solutions for our clients, our organizations, and ourselves. Simply put, those who don’t negotiate well risk falling victim to those who do. Throughout his career, success expert Brian Tracy has negotiated millions of dollars worth of contracts. Now, with this concise guide, you too can become a master negotiator.

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.

The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39...

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.

Workplaces are filled with all types of people, and some of them can be very difficult to get along with. By understanding difficult people and their behaviors, a savvy individual can resolve the awkward and problematic situations they create. Dealing with Difficult People looks at difficult behavior - what drives it and how to cope with it by managing aggression, avoiding awkward situations, and keeping calm. This third edition provides tools and techniques for dealing with difficult customers, difficult people in the digital sphere, and difficult bosses.

Fresh Customer Service proves that if you treat your employees with respect and kindness, if you motivate and equip them with the tools they need to do their job, and treat them like they are number-one, they, in turn, will unleash a passion to serve your customers like they have never been treated before.

Now revised and updated, this "inspired, impactful, and important" book shows how to achieve the ultimate success by rectifying the small problems that can sink a business (Stephen R, Covey, author of The 7 Habits of Highly Effective People). Once every few years a book comes along with an...

Customer success is all about employing certain "soft" skills and techniques that are guaranteed to help you win over everyone's trust, respect and sponsorship. And anyone, at any level can master these skills.

In The Storytelling Edge, the strategy minds behind Contently, the world renowned content marketing technology company, reveal their secrets that have helped award-winning brands to build relationships with millions of advocates and customers. Join as they dive into the neuroscience of storytelling, the elements of powerful stories, and methodologies to grow businesses through engaging and accountable content.

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.

Jobs to Be Done gives you a clear-cut framework for thinking about your business, outlines a road map for discovering new markets, new products, and new services, and helps you generate creative opportunities to innovate your way to success.

The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.

In the wake of economic downturn, foreign competition, spiking oil prices, and even war, American business throughout this decade has been thrust into crisis. To improve their performance, corporations everywhere have adopted a wide range of tools and techniques, yet many continue to struggle. Going Lean points to a better way.

Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries.

Fifteen years since its first rise, Revenue Operations (RevOps) remains the backbone of modern revenue strategies. What started as a solution to misaligned sales, marketing, and customer success functions has evolved into a mature, indispensable framework. In a world of digital transformation, AI, and increasingly complex customer journeys, RevOps is more relevant than ever. Its power lies in unifying teams, optimising processes, and making data-driven decisions that keep businesses agile and competitive.

Nick Mehta and Robin Van Lieshout deliver an actionable playbook on how to cultivate meaningful communities that fuel quantifiable business growth. In the book, you'll learn how to capitalize on this new growth strategy to scale your company and develop excitement around your products and your firm. The authors outline the ten foundational Laws of Community, explaining why community development does not need to be expensive and how to integrate community in the heart of your customer journey.

In today’s competitive business landscape, delivering good service isn’t enough—you need to create unforgettable customer experiences that inspire loyalty, generate word-of-mouth buzz, and set your brand apart. In Synergy “WOW” Factor!, Chris Alexander reveals the game-changing strategies that transform ordinary businesses into extraordinary customer-centric powerhouses.