Customer Relations

The Journey Mapping Playbook: A practical guide to preparing, facilitating andunlocking the value of customer journey mapping A valuable guide in helping you build stronger customer experience programmes by developing effective customer experience...

The president and CEO of Scandinavia Airlines (SAS) shows how to adapt to the new customer-driven economy.About the AuthorJan Carlzon was born in Nykoping, Sweden, in 1941. After receiving his M.B.A. from the Stockholm School of Economics in 1967, he...

Apologies but we at Booksplease don't have a full description for this book.Book InformationISBN 9780143108559Author Don PeppersFormat PaperbackPage Count 304Imprint PlumePublisher Penguin Putnam Inc

Master the hottest technology around to drive marketing success 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...

Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star.Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru...

Today, consumers have more choice than ever before. It's no longer enough to simply provide a service - companies who want to stay in business must also provide impeccable service with such consistency, integrity and creativity that people who experience...

Stop satisfying your customers - and start impressing them - using the strategies of Apple, Costco, Disney, and other industry dominators.If you're aspiring to satisfy your customers, then you're aspiring to mediocrity. That's the fascinating premise of...

Apologies but we at Booksplease don't have a full description for this book.Book InformationISBN 9781642011456Author Dan S. KennedyFormat PaperbackPage Count 340Imprint Entrepreneur PressPublisher Entrepreneur Press

As a leader in your organization, you will be very familiar with your organization's key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures. But how much time have you spent...

From the thought leaders at Boston Consulting Group come lessons on how leading health systems around the world are delivering patient-centered, value-based care by focusing on the health outcomes that matter to patients.Delivering better health outcomes...

The real-world guide to selling your services and bringing in business 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...

Featuring a foreword by His Holiness the Dalai Lama. Despite decades of research and evidence, there is still extreme scepticism that businesses can combine a more humane style of management with superior shareholder returns, or that busy managers can...

How did salesforce.com grow from a start up in a rented apartment into the world's fastest growing software company in less than a decade? For the first time, Marc Benioff, the visionary founder, chairman and CEO of salesforce.com, tells how he and his...

Apologies but we at Booksplease don't have a full description for this book.Book InformationISBN 9780593542699Author Tiffani BovaFormat HardbackPage Count 288Imprint PortfolioPublisher Penguin Putnam Inc

Time is limited. Attention is scarce. Are you engaging your customers?Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more--something visceral?Welcome to the Experience...

Practical, real-world sales advice you can apply immediately to improve your numbers In Coffee's For Closers: The Best Real Life Sales Book You'll Ever Read, veteran sales leader and coach Tony Morris delivers a can't-miss, hands-on guide to becoming the...

Use the Science of Behavioral Economics to Understand Why People Buy"The most important business book to come out in years." -Michael F. Schein, author and columnist for Forbes, Inc, and Psychology Today2021 International Book Awards finalist in...

If you read this book and absorb its contents, once you have secured a site and stocked up with the minimum necessary equipment, you will be able to serve your first cup of coffee within seven days. It won't be easy - it may even be the hardest...

Key account management just got easier'This little book is a real gem' Professor Malcolm McDonaldKey account management is increasingly important and must keep pace with its customers as they continually develop and evolve, often resulting in...

Make community building your ultimate business growth strategy In Customer Communities: Engage and Retain Customers to Build the Future of Your Business, Nick Mehta and Robin Van Lieshout deliver an actionable playbook on how to cultivate meaningful...

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance -- for as long as it takes to calm the customer down and fix whatever foul-up...

TINY NOTICEABLE THINGS DISCOVER HOW TINY CHANGES AND ACTIONS CAN REVOLUTIONISE CUSTOMER AND EMPLOYEE SATISFACTIONTNTs are Tiny Noticeable Things. People don't need to do them, but when they do, they can have a phenomenal and explosive impact. From...

Super Strategist: The Art and Science of Modern Account Planning is the only modern guide to advertising's arguably most vital discipline, that has been written with the passion of someone who's found their calling and the wisdom of an industry veteran...

What would your company look like if you could increase the revenue and profitability potential of every customer by more than 20 percent? What if you could double the productivity of every employee? And what if these two phenomena together could drive...

Geoff Ramm has a passion for incredible customer service. In this book, he's hand-picked THE most original, unique and quirky examples of creative customer experiences that are guaranteed to inspire you and your team to outperform, outmanoeuvre and...

A compelling mix of reputation management, crisis leadership and the role of politics in business, this book provides unique practical steps that leaders can take to protect their reputations and those of the organisations they head in an ever more open...

This cutting edge and comprehensive book with contributions from the star faculty of Cornell University's School of Hotel Administration offers the latest thinking on the best practices and strategies for hospitality management. A must for students and...

Save time, save money, and grow your business with more effective CRM CRM For Dummies is the small business leader's guide to managing customer interactions. Customer relationship management is a critical part of any business, and it encompasses...

A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And...

This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service.If their interactions with you and your employees were...

Superfans aren't just for pop stars and NBA teams. What if your customers loved your brand the way Swifties love Taylor or Drake loves the Raptors? In Creating Superfans, entrepreneur, keynote speaker, and fan-engagement guru Brittany Hodak...

Some companies are great for customers - not only do they care but they change whole markets to work better for the customers they serve. Think of Amazon, easyJet and Sky. They make things easier and improve what really matters - obvious, surely? They...

Few things have as broad an effect on your life and career as the ability to negotiate well. The art of negotiation has become an essential element of almost all our interactions in every area of life. Enhancing our ability to negotiate effectively...

How to Win Campaigns is a practical guide for creating and running successful campaigns. Written for the new campaigner and the experienced communicator alike, it explores what works (and what doesn't) and shows how to use principles and strategy in...

With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today!Customer experience futurist Blake Morgan outlines ten...

Imagine you're in a game with one objective: a bestselling product or service. The rules? No marketing budget, no PR stunts, and it must be sustainably successful. No short-term fads. This is not a game of chance. It is a game of skill and strategy. And...

Customers, followers, subscribers. It's easy to just look at the numbers. How many likes? How many purchases? How many email subscribers? But as entrepreneurs, we have to remember that there are people behind all that data. People who are looking to us...

Apologies but we at Booksplease don't have a full description for this book.Book InformationISBN 9781523086610Author Carrie Melissa JonesFormat HardbackPage Count 240Imprint Berrett-Koehler PublishersPublisher Berrett-Koehler Publishers

The Thank You Economy isn't some abstract concept or wacky business strategy. It's the way we buy and sell, the way we're interacting as consumers, as employees, as entrepreneurs on all levels, right now. The way our marketplace functions has been...

Apologies but we at Booksplease don't have a full description for this book.Book InformationISBN 9781933820736Author Chris RisdonFormat PaperbackPage Count 336Imprint Rosenfeld MediaPublisher Rosenfeld Media