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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.

Daisy Dumont tries so hard to be normal. She doesn't talk about the night her parents were murdered, or the fact that she can't remember it. She certainly doesn't talk about her imaginary friend who disappeared shortly afterward. Then the MRF calls. The research facility finally admits that they took her former friend, and now they want her help to save him.

Designers and managers hope their products become essential for users-integrated into their lives like Instagram, Lyft, and others have become. Such deep integration isn't accidental: it's a process of careful design and iterative learning, especially for technology companies. This guide shows you how to apply behavioral science—research that supports many products—to help your users achieve their goals using your product.

In Marketing 6.0, the celebrated promoter of the "Four P's of Marketing," Philip Kotler, explains how marketers can use technology to address customers' needs and make a difference in the world. In a new age of metamarketing, this book provides marketers with a way to integrate technological and business model evolution with the dramatic shifts in consumer behavior that have happened in the last decade.

This book shows you step-by-step how you can make it happen. It also shows you the simple steps to make your book a bestseller without spending a dime on ads....

Writers talk about their work in many ways: as an art, as a calling, as a lifestyle. Too often missing from these conversations is the fact that writing is also a business. The reality is, those who want to make a full- or part-time job out of writing are going to have a more positive and productive career if they understand the basic business principles underlying the industry.

When CEOs think about the supply chain, it's usually to cut costs. But the smartest leaders see supply chain and sourcing for what they can be: hidden tools for outperforming the competition. Steve Jobs, upon returning to Apple in 1997, focused on transforming the supply chain. He hired Tim Cook - and the company sped up the development of new products, getting them into consumers' hands faster. The rest is history.

The vast majority of writers begin the storytelling process with only a partial understanding of where to begin. Some labor their entire lives without ever learning that successful stories are as dependent upon good engineering as they are artistry. But the truth is, unless you are master of the form, function, and criteria of successful storytelling, sitting down and pounding out a first draft without planning is an ineffective way to begin. Story Engineering starts with the criteria and the architecture of storytelling, the engineering and design of a story....

Word of mouth is directly responsible for 19 percent of all purchases, and influences as much as 90 percent. Every human on Earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1 percent of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business.

Wonderbook has become the definitive guide to writing science fiction and fantasy by offering an accessible, example-rich approach that emphasizes the importance of playfulness as well as pragmatism. The book features sidebars and essays from some of the biggest names working in the field today, including George R. R. Martin, Lev Grossman, Neil Gaiman, Michael Moorcock, and Karen Joy Fowler. For the fifth anniversary of the original publication, Jeff VanderMeer has added writing exercises, creating the ultimate volume of inspiring advice.

Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal.

Jeff Bezos is a dreamer who turned a bold idea into the world’s most influential company, a brand that likely touches your life every day. As a student of leadership and communication, he learned to elevate the way Amazonians write, collaborate, innovate, pitch, and present. He created a scalable model that grew from a small team in a Seattle garage to one of the world’s largest employers. The Bezos Blueprint by Carmine Gallo reveals the communication strategies that Jeff Bezos pioneered to fuel Amazon’s astonishing growth.

If you understand why people buy, you are already one step ahead in reaching out to them effectively with your products and services. Decoded: The Science Behind Why We Buy offers a groundbreaking exploration into the science of purchasing. The book specifically demonstrates why decision science has proven invaluable to the field of marketing by helping to explain purchasing behaviors.

Whether you are a writer, creator, entrepreneur, executive, public speaker, investor, or industry thought leader, Snow Leopard is your guide for becoming known for a niche you own.

In this updated edition, Steve Portigal quickly and effectively dispels the myth that interviewing is trivial. He shows how research studies and logistics can be used to determine concrete goals for a business and takes the listener on a detailed journey into the specifics of interviewing techniques, best practices, fieldwork, documentation, and how to make sense of uncovered data. Then Steve takes the process even further—showing the methods and details behind asking questions—from the words themselves to the interviewer's actions and how they influence an interview.

After writing three critically acclaimed memoirs and a decade of teaching memoir workshops at every level, Elissa Altman has helped students face the elephant in every writer’s room: how to craft the stories that are most vital to them despite the voices that have told them not to. Permission is a master course, not only on how to craft memoir, but how to begin and keep going when you’ve been told you can’t, and how to how to give yourself permission to transcend the fear that keeps vital stories from being written.

As a small-business owner, entrepreneur, or marketer, are you absolutely certain that you know what your customer wants? And even if you know what your customer wants, are you sure that you are able to clearly communicate that you offer the exact thing that they are seeking? In this best-selling book, Ryan Levesque lays out his proven, repeatable, yet slightly counterintuitive, methodology for understanding the core wants and motivations of your customer.

Unlock the secrets of compelling storytelling with Next Level Plot Structure, a brand-new guide from K.M. Weiland, author of the popular Structuring Your Novel. This comprehensive resource delves deep into the intricacies of plot structure, revealing the rich vein of narrative techniques and philosophical underpinnings that have shaped storytelling throughout history.

Roger Federer could live anywhere in the world, but he always returns to the place he loves most: Switzerland. Dave Seminara is a mad traveler and tennis lifer who has written about Federer for the New York Times and other publications. A pair of autoimmune diseases and a knee surgery kept Dave from playing tennis for years, but as he inched toward recovery, he had a bright idea: why not start his tennis comeback on hallowed ground - courts that his hero Roger Federer graced in Switzerland.

Ready to take your story's character arcs and themes to the next level? This latest book from veteran writing teacher and story theorist K.M. Weiland ventures far beyond the popular and pervasive Hero's Journey to explore six important archetypal character arcs, representing key moments of initiation in the human experience.