{"title":"Customer Relations","description":"\u003cp\u003e Title:Books\u0026gt;\u0026gt;Business \u0026amp; Money\u0026gt;\u0026gt;Processes \u0026amp; Infrastructure\u0026gt;\u0026gt;Customer Relations\u003c\/p\u003e\u003cp\u003e Handle:books-business-money-processes-infrastructure-customer-relations\u003c\/p\u003e\u003cp\u003e Children :\u003c\/p\u003e","products":[{"product_id":"1260441539","title":"Data Driven: Harnessing Data and AI to Reinvent Customer Engagement","description":"\n\n\u003cb\u003e\u003ci\u003eAxiom Business Book Award Silver Medalist in Business Technology\u003c\/i\u003e\u003c\/b\u003e\u003cb\u003eThe indispensable guide to data-powered marketing from the team behind the data management platform that helps fuel Salesforce―the #1 customer relationship management (CRM) company in the world\u003c\/b\u003eA tectonic shift in the practice of marketing is underway. Digital technology, social media, and e-commerce have radically changed the way consumers access information, order products, and shop for services. Using the latest technologies―cloud, mobile, social, internet of things (IoT), and artificial intelligence (AI)―we have more data about consumers and their needs, wants, and affinities than ever before. \u003ci\u003eData Driven\u003c\/i\u003e will show you how to:\u003cbr\u003e●Target and delight your customers with unprecedented accuracy and success●Bring customers closer to your brand and inspire them to engage, purchase, and remain loyal●Capture, organize, and analyze data from every source and activate it across every channel●Create a data-powered marketing strategy that can be customized for any audience●Serve individual consumers with highly personalized interactions●Deliver better customer service for the best customer experience●Improve your products and optimize your operating systems●Use AI and IoT to predict the future direction of markets\u003cbr\u003eYou’ll discover the three principles for building a successful data strategy and the five sources of data-driven power. You’ll see how top companies put these data-driven strategies into action: how Pandora used second- and third-hand data to learn more about its listeners; how Georgia-Pacific moved from scarcity to abundance in the data sphere; and how Dunkin’ Brands leveraged CRM data as a force multiplier for customer engagement. And if you’re wondering what the future holds, you’ll receive seven forecasts to better prepare you for what may come next.  Sure to be a classic,\u003ci\u003e Data Driven\u003c\/i\u003e is a practical road map to the modern marketing landscape and a toolkit for success in the face of changes already underway and still to come.\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eE-Commerce\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eGeneral\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eMultilevel\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness Development \u0026amp; Entrepreneurship\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eEntrepreneurship\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSmall Business\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eComputers \u0026amp; Technology\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eWeb Development \u0026amp; Design\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eWeb Marketing\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch2\u003eBook details\u003c\/h2\u003e\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eAuthor:\u003c\/strong\u003e Chavez, Tom,Vaidya, Vivek,O’Hara, Chris\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e hardcover\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eEdition:\u003c\/strong\u003e 1\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePublisher:\u003c\/strong\u003e McGraw Hill\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eLanguage:\u003c\/strong\u003e English\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePages:\u003c\/strong\u003e 256\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9781260441536\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"McGraw Hill","offers":[{"title":"Used - Very Good","offer_id":45261690634430,"sku":"1260441539-3","price":12.24,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71lrM0gmffL.jpg?v=1754081063"},{"product_id":"0385513518","title":"The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary","description":"\n\n\u003cp\u003eSeize the chance to be extraordinary.\u003cbr\u003eWho has made the biggest difference in your life? Whose words and actions have uplifted and motivated you to excel? Chances are it was someone like Fred the postman--so outstanding in his service that Mark Sanborn realized this mail carrier could be an example for any person wanting to be extraordinary.\u003cbr\u003eThe \"Fred factor\" is summarized by four principles that will release fresh energy, enthusiasm, and creativity in your career and life:\u003cbr\u003e* Make a Difference\u003cbr\u003e* Build Relationships\u003cbr\u003e* Create Value\u003cbr\u003e* Reinvent Yourself\u003cbr\u003eYou, too, can apply\u003ci\u003e\u003c\/i\u003e\u003ci\u003e The Fred Factor\u003c\/i\u003e to enrich the lives of customers, co-workers, friends, and family members, as well as reach new levels of personal success yourself. Sanborn also shows how to discover and develop other \"Freds.\u003cbr\u003eWhy not become a \"Fred\" yourself? You will turn the ordinary moments of life into extraordinary opportunities to make a difference in the world.\u003c\/p\u003e Soundview Executive Book Summaries \u003cp\u003e\u003ci\u003eHow to Turn the Ordinary Into the Extraordinary\u003c\/i\u003e\u003cbr\u003eFred is the ordinary-looking postal carrier with a small moustache who delivers mail to motivational speaker Mark Sanborn's house in the Washington Park area of Denver. But he is no ordinary U.S. Postal Service worker. According to Sanborn, he is the kind of worker who exemplifies everything that is \"right\" with customer service and business in general, and is \"a gold-plated example of what personalized service looks like and a role model for anyone who wants to make a difference in his or her work.\" \u003c\/p\u003e\n\u003cp\u003eNot only did Sanborn get the best postal service he had ever experienced when he moved to Fred's route, but he also got a perfect example of superior service to illustrate his presentations to business leaders throughout the United States. According to Sanborn, anyone can be a Fred and live an extraordinary life as well.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eFour Fred Principles\u003c\/i\u003e\u003cbr\u003e After examining the factors that make Fred the Postman such an extraordinarily committed service person, Sanborn honed them down to four principles that can be applied to improve anyone's life and work. These principles are:\u003c\/p\u003e \u003cp\u003e\u003c\/p\u003e\n\n\u003cli\u003eEveryone makes a difference. Some might see delivering mail as monotonous drudgery, but Fred sees the task as an opportunity to make the lives of his customers more enjoyable. Regardless of whether an employer hinders exceptional performance, ignores it, or does not adequately recognize it, only the employee can choose to do his or her job in an extraordinary way. Sanborn writes, \"Nobody can prevent you from choosing to be exceptional.\"\u003c\/li\u003e \u003cli\u003eSuccess is built on relationships. Indifferent people deliver impersonal service. Sanborn writes that service becomes personalized when a relationship exists between the provider of the service and the customer. The quality of the relationship determines the quality of the product or service. Leaders succeed when they recognize that their employees are human, and employees like Fred the Postman succeed when they recognize their work involves interacting with other human beings.\u003c\/li\u003e \u003cli\u003eYou must continually create value for others, and it doesn't have to cost a penny. Replace money with imagination. Sanborn explains that the object is to outthink your competition rather than outspend them. The most critical skill that contributes to employability is the ability to create value for customers and colleagues without spending money to do it. Substitute creativity for capital. Mediocrity is your silent opponent and can diminish the quality of your performance as well as the meaning you derive from it.\u003c\/li\u003e \u003cli\u003eYou can reinvent yourself regularly. If Fred the Postman can excel at bringing creativity and commitment to putting mail in a box, you are probably capable of doing as much or more to reinvent your work and rejuvenate your efforts. Sanborn believes that \"no matter what job you hold, what industry you work in, or where you live, every morning you wake up with a clean slate. You can make your business, as well as your life, anything you choose it to be.\"\u003c\/li\u003e\n \u003cp\u003e\u003ci\u003eFred Sightings\u003c\/i\u003e\u003cbr\u003e Sanborn points out that Freds can be found everywhere, and there are more Freds out there than he once thought. One Fred is a woman at a hotel who helped Sanborn out in a pinch by taking his coffee-stained pants home with her overnight to personally wash and press for his departure the next day.\u003c\/p\u003e \u003cp\u003eAnother Fred he describes is a flight attendant who made a 6:15 a.m. flight from Denver to San Francisco more enjoyable for passengers by lightening the usual announcements with her unique sense of humor: \"If you are having a hard time getting your ears to pop, I suggest you yawn widely. And if you are having a hard time yawning, ask me to tell you about my love life.\" Sanborn explains that she took some risks and had some fun, and as a result, her \"customers\" the passengers had fun, too.\u003c\/p\u003e \u003cp\u003eAnother Fred who Sanborn describes is a hotel worker who lent him $30 when he had no cab fare for his ride home. Sanborn explains that this Fred knows that the way to move through life joyfully and successfully is by focusing on what you give rather than what you get. Freds do the right thing because it is the right thing to do.\u003c\/p\u003e \u003cp\u003eSanborn explains that if you want more Freds in the world, be a Fred. Throughout the rest of \u003ci\u003eThe Fred Factor\u003c\/i\u003e, he describes how every individual can make a difference, and offers numerous difference-making strategies to help readers influence the world in a positive way.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eWhy We Like This Book\u003c\/i\u003e\u003cbr\u003e \u003ci\u003eThe Fred Factor\u003c\/i\u003e presents a compassionate look at how every action we take can be made more significant if we take the time to reinvent our work and rejuvenate our efforts. By providing a look at the normal people who do extraordinary things in their daily activities, Sanborn presents heart-warming business lessons that expose the value and endless possibilities for improving life and work that come from loving others. Copyright © 2004 Soundview Executive Book Summaries\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eReligion \u0026amp; Spirituality\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eChristian Books \u0026amp; Bibles\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eChristian Living\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSelf Help\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Currency","offers":[{"title":"Used - Good","offer_id":45261850706110,"sku":"0385513518-4","price":5.97,"currency_code":"USD","in_stock":true},{"title":"Used - Very Good","offer_id":49258203611326,"sku":"0385513518-3","price":8.24,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/713DTh2RE-L.jpg?v=1754083330"},{"product_id":"1591845815-the_effortless_experience_conquering_the_new_battleground_for_customer_loyalty","title":"The Effortless Experience: Conquering the New Battleground for Customer Loyalty","description":"\n\u003cp\u003eThis Book Turns The Conventional Wisdom About Customer Loyalty On Its Head. The Idea That Companies Must Delight Customers By Exceeding Service Expectations Is So Entrenched That Managers Rarely Question It. But Ceb's Research Proves That The Dazzle Factor Simply Doesn't Predict Repeat Sales Or Positive Word-of-mouth. The Reality: Loyalty Is Driven By How Well A Company Delivers On Its Basic Promises And Solves Day-to-day Problems, Not On How Spectacular Its Service Experience Might Be. Most Customers Don't Want To Be Wowed; They Want An Effortless Experience. And They Are Far More Likely To Punish You For Bad Service Than To Reward You For Good Service. After All, What Do You Really Want From Your Cable Company--a Free Month Of Hbo When It Screws Up, Or A Fast, Painless Restoration Of Your Connection? This Book Lays Out The Four Key Pillars Of A Low-effort Customer Experience, Including Tools And Templates You Can Start Applying Right Away.--from Publisher Description. Blinded By Delight -- The New Battleground For Customer Loyalty -- Why Your Customers Don't Want To Talk To You -- The Worst Question A Service Rep Can Ask -- Just Because There's Nothing You Can Do Doesn't Mean There's Nothing You Can Do -- To Get Control, You Have To Give Control -- The Disloyalty Detector : Customer Effort Score V2.0 -- Making Low Effort Stick -- Effort Beyond The Contact Center. Matthew Dixon, Nick Toman, And Rick Delisi. Includes Bibliographical References And Index.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eDirect\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Portfolio","offers":[{"title":"Used - Like New","offer_id":45262132510910,"sku":"1591845815-2","price":5.24,"currency_code":"USD","in_stock":true},{"title":"Used - Acceptable","offer_id":46671121678526,"sku":"1591845815-5","price":5.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/814suMjM4uL.jpg?v=1754089518"},{"product_id":"0071808078","title":"Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees","description":"\n\n\u003cp\u003e\u003ci\u003e\"A leadership blueprint, applicable in any organization.\"\u003c\/i\u003e — Captain D. Michael Abrashoff (Ret.), author, It's Your Ship\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eWITH A FOREWORD BY JIM CORA, FORMER CHAIRMAN OF DISNEYLAND INTERNATIONAL\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003e\"When the subject permits, we let fly with all the satire and gags at our command. Laughter is no enemy to learning.\"\u003c\/i\u003e — WALT DISNEY\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003e\"I was convinced that management and owners could come and go, but Walt's dream would last forever.\"\u003c\/i\u003e — VAN FRANCE, Founder of Disney University\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eWhen it comes to world-class employees, few organizations rival Disney. Famous for their friendliness, knowledge, passion, and superior customer service, Disney's employees have been fueling the iconic brand's wild success for more than 50 years.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eHow has Disney succeeded in maintaining such a powerful workforce for so many years? Why are so many corporations and executives drawn to study how Disney continues to exemplify service and leadership standards?\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eThe Disney University, founded by Van France, trains the supporting cast that helps create the world-famous Disney Magic. Now, for the first time, the secrets of this exemplary institution are revealed. In \u003ci\u003eDisney U\u003c\/i\u003e, Doug Lipp examines how Van perpetuated Walt Disney's timeless company values and leadership lessons, creating a training and development dynasty. It contains never-before-told stories from numerous Disney legends. These pioneers share behind-the-scenes success stories of how they helped bring Walt Disney's dream to life.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003eDisney U\u003c\/i\u003e reveals the heart of the Disney culture and describes the company's values and operational philosophies that support the iconic brand. Doug Lipp lays out 13 timeless lessons Disney has used to drive profits and growth worldwide for more than half a century.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eTo this day, the Disney University continues to turn out some of the most engaged, loyal, and customer-centered employees the business world has ever seen. Using the lessons outlined in \u003ci\u003eDisney U\u003c\/i\u003e will set your organization on a path of sustained success.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003ePRAISE FOR \u003ci\u003eDisney U\u003c\/i\u003e:\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp class=\"null1\"\u003e\"When I first arrived at The Walt Disney Company, I was surprised to find I had to go back to school—at Disney University! There, I learned the fundamentals of guest service that consistently gave Disney a tremendous advantage in the marketplace. Now, anyone can know these secrets of success thanks to Doug Lipp's informative book. No matter what your business, the lessons taught at Disney\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003eUniversity will prove invaluable.\"\u003c\/i\u003e — Michael Eisner, Former CEO and Chairman, The Walt Disney Company\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003e\"I highly recommend Disney U to anyone interested in building an enduring market presence and brand.\"\u003c\/i\u003e — Stephen Cannon, President and Chief Executive Officer, Mercedes-Benz USA\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003e\"Lipp's narratives reveal how Van and other Disney visionaries set the stage for a world-class organization by skillfully balancing both 'people' and 'technology.'\"\u003c\/i\u003e — Debi Aubee, Vice President of Sales, Bose Corporation\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp class=\"null1\"\u003e\"Every leader should have the equivalent of a Van France at his or her side. Thanks to Doug Lipp, we can now tap into the brilliance of a man who helped Walt create\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003eThe Happiest Place on Earth.\"\u003c\/i\u003e — David Overton, Founder and Chief Executive Officer, The Cheesecake Factory\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003e\"How does Disney University create such enthusiastic, loyal, and customer-centered employees, year after year? Now, for the first time, Doug Lipp takes us on a journey backstage to answer this pivotal question.\"\u003c\/i\u003e — John G. Veres III, Ph.D., Chancellor, Auburn University at Montgomery\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp class=\"null1\"\u003e\"Doug Lipp shares terrific stories about Disney that underscore the importance of creating an organizational culture with an unwavering dedication to superlative\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003eservice and exceptional quality, both for employees and customers. He then takes it a step further by explaining how to bring these values to life for your organization.\"\u003c\/i\u003e — Christine A. Morena, Executive Vice President of Human Resources, Saks Incorporated\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp class=\"null1\"\u003e\"Leaders, whether at the helm of a ship or an organization, set the tone for engaging the hearts and minds of employees. In Disney U, Doug Lipp shares how Disney has created a high-performance culture where everyone takes ownership and responsibility. The numerous examples detailing the secrets behind the decades of\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003esuccess of the Disney University serve as a leadership blueprint, applicable in any organization.\"\u003c\/i\u003e — Captain D. Michael Abrashoff (Ret.), former Commander, USS Benfold, author, It's Your Ship: Management Techniques from the Best Damn Ship in the Navy\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003e\"The lessons Doug Lipp shares in Disney U about how and why Disney excels are proof that an organization which knows more and cares more about its employees, will do so with its customers . . . and be the winner every time!\"\u003c\/i\u003e — Robert B. Engel, President and Chief Executive Officer, CoBank\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003e\"How many of us have experienced the magic of a good show, performed by courteous cast members, at The Happiest Place on Earth? In Disney U, Doug Lipp articulates the method behind the magic and offers a clear view of how any organization can create a culture where its guests will always want to return. Simple, understandable and widely applicable, Disney U captures the essence of what perpetuates Disney's success and can certainly add to yours.\"\u003c\/i\u003e — Ryan C. Beasley, Vice President, Agencies, Kansas City Life Insurance Company\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp class=\"null1\"\u003e\"Doug creates a masterpiece in Disney U through sharing the formation of the values and virtues of Disney University and the Disney culture. Doug Lipp's entertaining\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003eand informative analysis of the secrets of the Disney University create the perfect learning tool for any organization or leader.\"\u003c\/i\u003e — Doug Stark, President and CEO, Farm Credit Services of America\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003e\"I should never have started Disney U so close to bedtime—I stayed up half the night reading it! I couldn’t put it down; . . . spellbinding insights articulately presented. One of the best business books I've ever read.\"\u003c\/i\u003e — Jeffrey L. Rupp, President, FlashPoint Productions\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eTravel\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eSpecialty Travel\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eTheme Parks\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"McGraw Hill","offers":[{"title":"Used - Good","offer_id":45262207582398,"sku":"0071808078-4","price":6.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71CHkxsm_nL.jpg?v=1754090635"},{"product_id":"0875844480","title":"The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value","description":"\n\n\u003cp\u003eThe business world seems to have given up on loyalty: many major corporations now lose -- and have to replace -- half their customers in five years, half their employees in four, and half their investors in less than one. This book shows why companies that ignore these skyrocketing defections face a dismal future of low growth, weak profits, and shortened life expectancy. \u003cbr\u003e\n\u003c\/p\u003e\n\u003cp\u003eIn \u003ci\u003eThe Loyalty Effect\u003c\/i\u003e Fred Reichheld demonstrates the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. He lays out the principles that connect value creation, loyalty, growth, and profits and shows how great companies like State Farm, Toyota\/Lexus, MBNA, John Deere, and the Leo Burnett advertising agency have used these principles to build unassailable franchises of loyal customers, loyal employees, and loyal owners. He describes the key business philosophies that underlie the remarkable results of these loyalty leaders.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003ci\u003eThe Loyalty Effect\u003c\/i\u003e will provide your company with an effective approach to sustained value creation and change the way you think about loyalty, profits, and the nature of business. Reichheld makes the powerful economic case for loyalty - and takes you through the numbers to prove it. His startling conclusions show how even a small improvement in customer retention can double profits for your company.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eManagement \u0026amp; Leadership\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Harvard Business Review Press","offers":[{"title":"Used - Very Good","offer_id":45262440464574,"sku":"0875844480-3","price":9.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/A18c2BVW0bL.jpg?v=1754094173"},{"product_id":"0061256692","title":"Waiter Rant: Thanks for the Tip--Confessions of a Cynical Waiter (P.S.)","description":"\n\n\u003cp\u003e\u003c\/p\u003e\n\u003cp\u003eFROM THE PRIZEWINNING BLOGGER OF WAITERRANT.NET, AN INSIDER'S HILARIOUS LOOK AT A WAITER'S LIFE AT AN UPSCALE NEW YORK-AREA RESTAURANT-\u003cb\u003eKITCHEN CONFIDENTIAL\u003c\/b\u003e AT THE FRONT OF THE HOUSE.\u003c\/p\u003e \u003cp\u003eAccording to The Waiter, eighty percent of customers are nice people just looking for something to eat. The remaining twenty percent, however, are socially maladjusted psychopaths. Waiter Rant offers the server's unique point of view, replete with tales of customer stupidity, arrogant misbehavior, and unseen bits of human grace transpiring in the most unlikely places. Through outrageous stories, The Waiter reveals the secrets to getting good service, proper tipping etiquette, and how to keep him from spitting in your food. The Waiter also shares his ongoing struggle, at age thirty-eight, to figure out if he can finally leave the first job at which he's truly thrived.\u003c\/p\u003e The Washington Post - Jonathan Yardley \u003cp\u003e…amusing and informative…\u003ci\u003eWaiter Rant\u003c\/i\u003e is as delightful as it is irreverent.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eLiterature \u0026amp; Fiction\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eHumor \u0026amp; Satire\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSatire\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Ecco","offers":[{"title":"Used - Good","offer_id":45262574289086,"sku":"0061256692-4","price":3.97,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71I4y4UTSKL.jpg?v=1754100129"},{"product_id":"0446563048","title":"Delivering Happiness: A Path to Profits, Passion, and Purpose","description":"\n\u003cp\u003eTony Hsieh--the Widely-admired Ceo Of On-line Shoe Retailer, Zappos--explains How He Created A Unique Culture And Commitment To Service That Aims To Improve The Lives Of Its Employees, Customers, Vendors And Backers. Even Better, He Shows How Creating Happiness And Record Results Go Hand-in-hand. In Search Of Profits -- You Win Some, You Lose Some -- Diversify -- Concentrate Your Position -- Platform For Growth : Brand, Culture, Pipeline -- Taking It To The Next Level -- End Game. Tony Hsieh. Includes Bibliographical References And Index.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness Development \u0026amp; Entrepreneurship\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eEntrepreneurship\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Grand Central Publishing","offers":[{"title":"Used - Good","offer_id":45262745698494,"sku":"0446563048-4","price":8.24,"currency_code":"USD","in_stock":true},{"title":"Used - Like New","offer_id":49258254074046,"sku":"0446563048-2","price":18.24,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/61OlQgTZH9L.jpg?v=1754102347"},{"product_id":"0071385649","title":"The Disease To Please: Curing the People-Pleasing Syndrome (NTC SELF-HELP)","description":"\n\u003cp\u003eWhat's wrong with being a 'people pleaser?' Plenty!  'A fascinating book... If you struggle with where, when, and how to draw the line between your own desires and the demands of others, buy this book!'­­Kay Redfield Jamison, bestselling author of An Unquiet Mind and Night Falls Fast  People pleasers are not just nice people who go overboard trying to make everyone happy. Those who suffer from the Disease to Please are people who say 'Yes' when they really want to say 'No.' For them, the uncontrollable need for the elusive approval of others is an addiction. Their debilitating fears of anger and confrontation force them to use 'niceness' and 'people-pleasing' as self-defense camouflage.  Featured on NBC's 'Today,' The Disease to Please explodes the dangerous myth that 'people pleasing' is a benign problem. Best-selling author and frequent 'Oprah' guest Dr. Harriet Braiker offers clear, positive, practical, and easily do-able steps toward recovery.  Begin with a simple but revealing quiz to discover what type of people-pleaser you are. Then learn how making even small changes to any single portion of the Disease to Please Triangle - involving your thoughts, feelings, and behavior - will cause a dramatic, positive and long-lasting change to the overall syndrome.  As a recovered peoplepleaser, you will finally see that a balanced way of living that takes others into consideration but puts the emphasis first on pleasing yourself and gaining your own approval is the clearest path to health and happiness.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eSelf-Help\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSelf-Esteem\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"McGraw Hill","offers":[{"title":"Used - Good","offer_id":45414927761598,"sku":"0071385649-4","price":4.97,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/61Hcvhnmo8L.jpg?v=1758121935"},{"product_id":"0446576220","title":"Delivering Happiness","description":"\n\n\u003cp\u003e\u003c\/p\u003e\n\u003cp\u003eYou want to learn about the path that we took at Zappos to get to over $1 billion in gross merchandise sales in less than ten years.\u003c\/p\u003e\n\u003cp\u003eYou want to learn about the path I took that eventually led me to Zappos, and the lessons I learned along the way.\u003c\/p\u003e\n\u003cp\u003eYou want to learn from all the mistakes we made at Zappos over the years so that your business can avoid making some of the same ones.\u003c\/p\u003e\n\u003cp\u003eYou want to figure out the right balance of profits, passion, and purpose in business and in life.\u003c\/p\u003e\n\u003cp\u003eYou want to build a long-term, enduring business and brand.\u003c\/p\u003e\n\u003cp\u003eYou want to create a stronger company culture, which will make your employees and coworkers happier and create more employee engagement, leading to higher productivity.\u003c\/p\u003e\n\u003cp\u003eYou want to deliver a better customer experience, which will make your customers happier and create more customer loyalty, leading to increased profits.\u003c\/p\u003e\n\u003cp\u003eYou want to build something special.\u003c\/p\u003e\n\u003cp\u003eYou want to find inspiration and happiness in work and in life.\u003c\/p\u003e\n\u003cp\u003eYou ran out of firewood for your fireplace. This book makes an excellent fire-starter.\u003c\/p\u003e Publishers Weekly \u003cp\u003eZappos CEO Hsieh offers a compelling account of his transformation from callow Harvard student entrepreneur through his years as a dot-com wunderkind to the creator of a formidable brand. Interest might flag as Hsieh, fresh off selling his Internet company LinkExchange to Yahoo in 1999 for $265 million, kvetches about lacking fulfillment. But as the tech boom bursts, and Hsieh confronts his dwindling investments, his story comes alive. As the funding for his incubator companies dries up and one of his most promising startups, Zappos.com, a shoe retailer, seems doomed, Hsieh blossoms into a mature businessperson, slashing expenses and presciently making customer service the essence of the company's brand. The story becomes suspenseful as Hsieh recounts the stress of operating in survival mode, liquidating his assets to fund the company in its darkest days and seeking out an 11th-hour loan. By the time Zappos is acquired by Amazon for more than $1.2 billion in 2009, Hsieh and his team had built a unique corporate culture dedicated to employee empowerment and the promise of delivering happiness though satisfied customers and a valued workforce. An uplifting tale of entrepreneurial success, personal growth, and redemption. (June)\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBiographies \u0026amp; Memoirs\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eMemoirs\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Grand Central Publishing","offers":[{"title":"Used - Good","offer_id":49258332061886,"sku":"0446576220-4","price":4.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71Zl8jAA0wL.jpg?v=1758121939"},{"product_id":"081443245x","title":"Get Clients Now! (TM): A 28-Day Marketing Program for Professionals, Consultants, and Coaches","description":"\n\u003cp\u003eWant more clients? Better clients? Here’s how! Complete with worksheets, exercises and all-new examples.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eComputers \u0026amp; Technology\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eWeb Development \u0026amp; Design\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eWeb Marketing\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"AMACOM","offers":[{"title":"Used - Very Good","offer_id":45438659494078,"sku":"081443245X-3","price":7.24,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71CB55xjsYL.jpg?v=1758814628"},{"product_id":"0814439209","title":"The Million-Dollar Financial Advisor Team: Best Practices from Top Performing Teams","description":"\n\n\u003cp\u003e\u003cstrong\u003eDavid Mullen, Jr., whose financial advisor program at Merrill Lynch had a success rate twice the industry average, shows advisors how to effectively offer wealth and financial management services under one roof to better service clients.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eWhen exacting clients, high expectations, and the need to grow define your job, you need to be at the top of your game. That’s why more and more financial advisors are pooling resources to meet demand and joining teams in the process.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eYet many advisory teams fail to reach their full potential. Why do some teams soar while others struggle? The Million-Dollar Financial Advisor Team takes you inside some of the highest functioning teams in the industry, uncovering the best practices that fuel success. Start, tweak, or rethink your own team by learning how to:\u003c\/p\u003e\n\u003cbr\u003e\u003cul\u003e\n\u003cbr\u003e\u003cli\u003eSelect the right structure\u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eAgree on a team vision and a plan to achieve it\u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eDefine individual roles and responsibilities\u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eRetain top performers through thoughtful, results-based compensation\u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eSave time and effort by crafting efficient processes for every key task\u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eCatapult revenue with wealth-management offerings that clients will pay a premium for\u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eExpand your practice with great marketing\u003c\/li\u003e\n\u003cbr\u003e\n\u003c\/ul\u003e\n\u003cbr\u003e\u003cp\u003eBy implementing effective team-building strategies and building a highly functioning team, you’ll gain more affluent clients—and serve them better—than you ever would alone.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eMarketing\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003ePersonal Finance\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eBudgeting \u0026amp; Money Management\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eFinance\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eWealth Management\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eIndustries\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eFinancial Services\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eInvesting\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003ePortfolio Management\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch2\u003eBook details\u003c\/h2\u003e\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eAuthor:\u003c\/strong\u003e Mullen Jr., David J.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e hardcover\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eEdition:\u003c\/strong\u003e First Edition\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePublisher:\u003c\/strong\u003e AMACOM\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eLanguage:\u003c\/strong\u003e English\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePages:\u003c\/strong\u003e 304\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9780814439203\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"AMACOM","offers":[{"title":"Used - Very Good","offer_id":46670070874302,"sku":"0814439209-3","price":10.97,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/714xbuYwheL.jpg?v=1775931378"},{"product_id":"0971325006","title":"Becoming Preferred: How to Outsell Your Competition","description":"\n\u003cp\u003eBecoming Preferred will teach you how to identify market stresses and create \"Distinctive Value\" using the five customer values. 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Now in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the unique Zingerman method of treating customers, giving the reader step-by-step instructions on what to teach staff, how to train them, how to implement the training, how to measure their success, and finally, how to reward performance.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eSome of Zingerman's time-tested principles:\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e--Customers who get a great product but poor service won't be as loyal as those who are disappointed with a product but get great service.\u003cbr\u003e\n--You'll get more complaints if people believe you care enough to listen to them. And that's a good thing.\u003cbr\u003e\n--Employees who are rewarded, respected, and well cared for treat customers the same way.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eSales \u0026amp; Selling\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eGeneral\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Hyperion","offers":[{"title":"Used - Very Good","offer_id":46670088503486,"sku":"1401301436-3","price":4.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/510WZvVTkZL._SL500.jpg?v=1776878413"},{"product_id":"0385513577-wal-_mart_the_bully_of_bentonville_how_the_high_cost_of_everyday_low_prices_is_hurting_america","title":"Wal-Mart: The Bully of Bentonville: How the High Cost of Everyday Low Prices is Hurting America","description":"\n\u003cp\u003eThe largest company in the world by far, Wal-Mart takes in revenues in excess of $280 billion, employs 1.4 million American workers, and controls a large share of the business done by almost every U.S. consumer-product company. More than 138 million shoppers visit one of its 5,300 stores each week. But Wal-Mart’s “everyday low prices” come at a tremendous cost to workers, suppliers, competitors, and consumers.\u003cbr\u003e\u003ci\u003eThe Bully of Bentonville\u003c\/i\u003e exposes the zealous, secretive, small-town mentality that rules Wal-Mart and chronicles its far-reaching consequences. In a gripping, richly textured narrative, Anthony Bianco shows how Wal-Mart has driven down retail wages throughout the country, how their substandard pay and meager health-care policy and anti-union mentality have led to a large scales exploitation of workers, why their aggressive expansion inevitably puts locally owned stores out of business, and how their pricing policies have forced suppliers to outsource work and move thousands of jobs overseas. \u003cbr\u003eBased on interviews with Wal-Mart employees, managers, executives, competitors, suppliers, customers, and community leaders, \u003ci\u003eThe Bully of Bentonville\u003c\/i\u003e brings the truths about Wal-Mart into sharp focus.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003ePolitics \u0026amp; Social Sciences\u003cul class=\"category-tree\"\u003e\n\u003cli\u003ePolitics \u0026amp; Government\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eSpecific Topics\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003ePolitical Economy\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Currency","offers":[{"title":"Used - Very Good","offer_id":49288053194942,"sku":"0385513577-3","price":5.24,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71f3vaZHYfL.jpg?v=1776880440"},{"product_id":"0785263519","title":"Relationships 101 (101 Series)","description":"\n\n\u003cp\u003eGreat leadership is built on great relationships!\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eLeadership is a relationship-intensive endeavor. If your people skills aren't strong, neither will be your leadership. \"If people aren't following you,\" sums up \u003ci\u003eNew York Times\u003c\/i\u003e and \u003ci\u003eBusiness Week\u003c\/i\u003e best-selling author Dr. John C. Maxwell, \"then you're not really leading.\" In \u003ci\u003eRelationships 101\u003c\/i\u003e, Maxwell provides time-tested principles for developing healthy relationships with others—inside and outside of your organization—such as:\u003c\/p\u003e\n\u003cbr\u003e\n\u003cul\u003e\n\u003cbr\u003e\n\u003cli\u003eThe fundamentals common to all good relationships\u003c\/li\u003e\n\u003cbr\u003e\n\u003cli\u003eHow to motivate people by knowing five things everyone has in common\u003c\/li\u003e\n\u003cbr\u003e\n\u003cli\u003eHow to create a lasting connection with people on your team\u003c\/li\u003e\n\u003cbr\u003e\n\u003cli\u003eWhy listening skills can be a leader's best friend\u003c\/li\u003e\n\u003cbr\u003e\n\u003cli\u003eThe crucial factor that creates the foundation of all good relationships\u003c\/li\u003e\n\u003cbr\u003e\n\u003cli\u003eThe most important relationship for any person's success\u003c\/li\u003e\n\u003cbr\u003e\n\u003c\/ul\u003e\n\u003cbr\u003e\n\u003cp\u003eWinning in every area of life comes from winning with people.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eImprove your leadership and life with \u003ci\u003eRelationships 101\u003c\/i\u003e!\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eReligion \u0026amp; Spirituality\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eNew Age \u0026amp; Spirituality\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eInspirational\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"HarperCollins Leadership","offers":[{"title":"Used - Good","offer_id":49258332291262,"sku":"0785263519-4","price":2.47,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/717BYYRtp8L.jpg?v=1776880779"},{"product_id":"1492675458","title":"The Simple Truths of Service: Inspired by Johnny the Bagger","description":"\n\n\u003cp\u003e\u003cstrong\u003eThe Simple Truths of Service is a customer service classic that will grab your heart and not let go! More than five million people have been touched by this story. Have you? \u003c\/strong\u003e\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003e Your competitive edge in today's business environment is in how your customers are treated. If you want to succeed, then it's time to get creative about customer service! The Simple Truths of Service is an unforgettable true story about a very special young man who takes a chance and changes the culture of a grocery store. Each and every member of your team will be coming up with their own ideas of how to deliver that extra special service after they read this book.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003e Johnny is young man living with Down Syndrome who changes the culture of a grocery store by being creative and giving the customers more than they expect. He puts his own personal signature on each and every interaction. Read about Johnny and other great customer experience stories that will have your customer service team bursting with new ways to make your company stand out from the crowd. \u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eConsumer Behavior\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Simple Truths","offers":[{"title":"Used - Good","offer_id":46671124988094,"sku":"1492675458-4","price":4.47,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71U9IpSGswL.jpg?v=1776881688"},{"product_id":"0684856360","title":"Permission Marketing: Turning Strangers Into Friends And Friends Into Customers","description":"\n\n\u003cp\u003eThe man \u003ci\u003eBusiness Week\u003c\/i\u003e calls \"the ultimate entrepreneur for the Information Age\" explains \"Permission Marketing\" — the groundbreaking concept that enables marketers to shape their message so that consumers will willingly accept it.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eWhether it is the TV commercial that breaks into our favorite program, or the telemarketing phone call that disrupts a family dinner, traditional advertising is based on the hope of snatching our attention away from whatever we are doing. Seth Godin calls this Interruption Marketing, and, as companies are discovering, it no longer works.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eInstead of annoying potential customers by interrupting their most coveted commodity — time — Permission Marketing offers consumers incentives to accept advertising voluntarily. Now this Internet pioneer introduces a fundamentally different way of thinking about advertising products and services. By reaching out only to those individuals who have signaled an interest in learning more about a product, Permission Marketing enables companies to develop long-term relationships with customers, create trust, build brand awareness — and greatly improve the chances of making a sale.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eIn his groundbreaking book, Godin describes the four tests of Permission Marketing:\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e1. Does every single marketing effort you create encourage a learning relationship with your customers? Does it invite customers to \"raise their hands\" and start communicating?\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e2. Do you have a permission database? Do you track the number of people who have given you permission to communicate with them?\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e3. If consumers gave you permission to talk to them, would you have anything to say? Have you developed a marketing curriculum to teach people about your products?\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e4. Once people become customers, do you work to deepen your permission to communicate with those people?\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e And in numerous informative case studies, including American Airlines' frequent-flier program, Amazon.com, and Yahoo!, Godin demonstrates how marketers are already profiting from this key new approach in all forms of media.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cbr\u003e\n                        \u003cp\u003e...the groundbreaking concept that enables marketers to shape their message so that consumers will willingly accept it...\u003cbr\u003e\n\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eComputers \u0026amp; Technology\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eInternet \u0026amp; Social Media\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSearch Engine Optimization\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Simon \u0026 Schuster","offers":[{"title":"Used - Good","offer_id":47627615142078,"sku":"0684856360-4","price":14.24,"currency_code":"USD","in_stock":false},{"title":"Used - Very Good","offer_id":47691724685502,"sku":"0684856360-3","price":9.47,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/61qhcXlLY3L.jpg?v=1776975127"},{"product_id":"1881052818","title":"A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong","description":"\n\n\u003cp\u003eCustomer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. \u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003ePresenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eManagement \u0026amp; Leadership\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Berrett-Koehler Publishers","offers":[{"title":"Used - Good","offer_id":47620092919998,"sku":"1881052818-4","price":3.76,"currency_code":"USD","in_stock":true},{"title":"Used - Very Good","offer_id":49258241032382,"sku":"1881052818-3","price":4.97,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71JtZ0hD48L.jpg?v=1781114056"},{"product_id":"0787980943","title":"Chief Customer Officer : Getting Past Lip Service to Passionate Action","description":"\n\n\u003cp\u003e\u003c\/p\u003e\n\u003cp\u003eDrawing on her first-hand experience at top companies as diverse as Lands' End and Microsoft, Jeanne Bliss explains why even great corporations can drift to delivering mediocrity to customers, and she offers a proven solution to break the cycle.\u003c\/p\u003e\n\u003cp\u003eDifferent divisions and departments in corporations can fail to communicate and act as a team—they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships.\u003c\/p\u003e\n\u003cp\u003eThis book provides leaders the tools and information they need to overcome organizational inertia and deliver a meaningful customer experience. The author includes diagnostics to determine if a company's core strengths, metrics, and systems improve or harm customer relationships. With all these tools, leaders can address the organizational challenges they face with an exhaustive review of the Chief Customer Officer role and an evaluation to determine the right solution for their culture and company.\u003c\/p\u003e\n\u003cp\u003eInside Chief Customer Officer you'll learn\u003c\/p\u003e\n\u003cp\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cp\u003e\u003c\/p\u003e\n\u003cli\u003eWhat will drive action inside the corporate machine\u003c\/li\u003e\n\u003cp\u003e\u003c\/p\u003e\n\u003cli\u003eHow to drive accountability across the functions\u003c\/li\u003e\n\u003cp\u003e\u003c\/p\u003e\n\u003cli\u003eIf you need a \"CCO\" to keep the action moving\u003c\/li\u003e\n\u003cp\u003e\u003c\/p\u003e\n\u003c\/ul\u003e\n\u003cp\u003eYou'll get\u003c\/p\u003e\n\u003cp\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cp\u003e\u003c\/p\u003e\n\u003cli\u003eDiagnostics on why your customer efforts crash and burn\u003c\/li\u003e\n\u003cp\u003e\u003c\/p\u003e\n\u003cli\u003eGuerrilla Metrics to kick-start your effort\u003c\/li\u003e\n\u003cp\u003e\u003c\/p\u003e\n\u003cli\u003eA Reality Check Audit to evaluate company performance\u003c\/li\u003e\n\u003cp\u003e\u003c\/p\u003e\n\u003cli\u003eAccountability forms to drive the action\u003c\/li\u003e\n\u003cp\u003e\u003c\/p\u003e\n\u003cli\u003eThe CCO job description and organization options\u003c\/li\u003e\n\u003cp\u003e\u003c\/p\u003e\n\u003c\/ul\u003e Soundview Executive Book Summaries \u003cp\u003e\u003ci\u003eGetting Past Lip Service To Passionate Action\u003c\/i\u003e\u003cbr\u003eWhen customer service expert Jeanne Bliss was helping Lands' End get its customer relationships in order, she learned many lessons about the structures required to support her efforts. In \u003ci\u003eChief Customer Officer\u003c\/i\u003e, Bliss has gathered these \"survive-and-thrive tactics\" into a guide to getting everyone in the organization on the same page of the program. After providing companies with the tools they need to assess themselves and learn what drives them, she shows them how to structure their organizations around facing customer issues together. In addition, she offers metrics that can help leaders accurately see where their efforts are working and where they need more attention. \u003c\/p\u003e\n\u003cp\u003eImproving customer efforts requires many important questions to be asked and answered. For example, Bliss explains that to better manage customer relationships, a company must first look at its internal structure. What is the company's power core? How do the company's collective actions impact customer relationships and accountability? By asking companies to look deep within their own structures and assess their connections between departments and other silos, Bliss helps them assess the fundamental building blocks that will impact their larger customer relationship picture.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eCustomer Leadership\u003c\/i\u003e\u003cbr\u003e Once she guides companies to the connections that lead to better customer relationships, she gives them the tools they can use to assess the role that leadership plays in driving the customer agenda. Using real stories and studies to demonstrate how organizations can cultivate the necessary customer leadership, Bliss offers executives a number of tips and tactics that can help them become more accountable. She also presents specific ways companies can match their commitment to the customer to the actions of the organization. With her Reality Check Audit that gives company leaders valuable answers to their internal customer questions, Bliss helps them compare what they believe is happening with what is really happening in the firm.\u003c\/p\u003e \u003cp\u003eThe last part of \u003ci\u003eChief Customer Officer\u003c\/i\u003e explores the possibility of creating a formal chief customer officer (CCO) role in which a single company leader is designated to keep customer management on track. Bliss lays out the tasks that this person must be able to perform as well as job descriptions and structures that have worked for other organizations. By presenting the questions that executives must ask themselves and demonstrating what such a role entails, Bliss offers company leaders the background that can help them make informed decisions about their commitment to the creation of this powerful solution.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eTrue Life Stories\u003c\/i\u003e\u003cbr\u003e A final chapter presents true stories of six chief customer officers in a variety of industries who were able to make a difference in their companies' customer relationships. For example, the chief customer officer position at Nautilus Inc. was created almost 2 years ago to ensure the \"end-to-end management of customer relationships.\" The CCO at Nautilus has oversight of sales, service, marketing and product development. Bliss explains that Nautilus' CCO reports directly to the chairman and CEO, and is also a member of the executive leadership team.\u003c\/p\u003e \u003cp\u003eBliss' examples demonstrate how real CCOs were able to overcome the challenges of getting internal buy-in, finding the right staff, executing customer strategies and establishing a balance. Bliss presents solid experiences that offer other firms tested ways to create one voice that the customer can hear for the entire company even when many brands are involved. By following her lead, companies can serve and partner with their customers better.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eWhy We Like This Book\u003c\/i\u003e\u003cbr\u003e \u003ci\u003eChief Customer Officer\u003c\/i\u003e takes the lessons that successful companies have learned from their new approaches to managing customer relationships and organizes their experiences into a valuable coaching tool and strategy guide. While showing leaders the actions they can take and the processes that have worked for others, Bliss offers encouragement and tips that can help them avoid the turf wars and burnout that hinder improvement efforts. Copyright © 2006 Soundview Executive Book Summaries\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Jossey-Bass","offers":[{"title":"Used - Acceptable","offer_id":47697463509182,"sku":"0787980943-5","price":6.47,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71fow1K424L.jpg?v=1782140629"},{"product_id":"0071839321","title":"The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue","description":"\n\n\u003cp\u003eIn today’s business world, it takes more than a website to stay competitive. The smartest, most successful companies are using radically new membership models, subscription-based formats, and freemium pricing structures to grow their customer base―and explode their market valuation―in the most disruptive shift in business since the Industrial Revolution.\u003c\/p\u003e \u003cp\u003eThis is \u003ci\u003eThe Membership Economy\u003c\/i\u003e.\u003c\/p\u003e \u003cp\u003eWritten by an expertconsultant, this groundbreaking book will show you how to turn ordinary customers into members for life. Learn how to:\u003c\/p\u003e\n\u003cbr\u003e\u003cul\u003e\n\u003cbr\u003e\u003cli\u003eTurn digital subscriptions into forever sales \u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eBuild an online community your customers will love \u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eDevelop new loyalty programs that really pay off \u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eTransform freemium users into superusers \u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eCreate a self-generating revenue stream \u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eKeep memberships and profits growing for years to come\u003c\/li\u003e\n\u003cbr\u003e\n\u003c\/ul\u003e\n\u003cbr\u003e\u003cp\u003eWhether you’re a small business with limited resources, an established company using a traditional business model, or a hungry start-up who wants a bigger bang for your buck, this comprehensive guide provides a wealth of membership-building options to suit every need.\u003c\/p\u003e \u003cp\u003eYou’ll learn the best-kept secrets of top industry leaders, from global giants like Am Ex and Weight Watchers to smaller dot-com successes like SurveyMonkey and Pandora. You’ll find proven strategies for creating membership programs for everything from vacation timeshares and car rentals to video streaming and Software-as-a-Service.\u003c\/p\u003e \u003cp\u003eMost importantly, you’ll discover what works, and what doesn’t, from some of the key players in the new membership economy. It’s not about ownership; it’s about access, options, and freedom.\u003c\/p\u003e \u003cp\u003eWhen you join forces with your customers, membership has its rewards―for you, your company, and your continued success.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eHealth, Fitness \u0026amp; Dieting\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eDiets \u0026amp; Weight Loss\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eWeight Watchers\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"McGraw Hill","offers":[{"title":"Used - Good","offer_id":47834263945406,"sku":"0071839321-4","price":20.47,"currency_code":"USD","in_stock":false},{"title":"Used - Very Good","offer_id":49258193354942,"sku":"0071839321-3","price":10.47,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71NIq_SC6SL.jpg?v=1782492028"},{"product_id":"1416526668","title":"Permission Marketing: The Marketing Classic for the Internet Age","description":"\n\u003cp\u003eWhether it is the TV commercial that breaks into our favourite programme or the telemarketing phone call that disrupts a family meal, traditional advertising is based on the hope of snaring our attention away from whatever we are doing. Seth Godin calls this Interruption Marketing, and, as companies are discovering, it no longer works. Instead of annoying potential customers by interrupting their most coveted commodity, time, Permission Marketing offers consumers incentives to voluntarily accept advertising. Now the Internet pioneer who has dramatically improved marketing effectiveness in media introduces a fundamentally different way of thinking about advertising products and services. By reaching out to only those individuals who have expressed an interest in learning more about a product, Permission Marketing enables companies to develop long-term relationships with customers, create trust, build brand awareness, and greatly improve the chances of making a sale.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eAdvertising\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Simon \u0026 Schuster UK","offers":[{"title":"Used - Good","offer_id":47904873382078,"sku":"1416526668-4","price":2.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71fDnO2rx3L.jpg?v=1783003691"},{"product_id":"0684864665","title":"Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy","description":"\n\n\u003cp\u003eIn their efforts to become more customer-focused, companies everywhere find themselves entangled in outmoded systems, metrics, and strategies rooted in their product-centered view of the world. Now, to ease this shift to a customer focus, marketing strategy experts Roland T. Rust, Valarie A. Zeithaml, and Katherine N. Lemon have created a dynamic new model they call \"Customer Equity,\" a strategic framework designed to maximize every firm's most important asset, the total lifetime value of its customer base.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eThe authors' Customer Equity Framework yields powerful insights that will help any business increase the value of its customer base. Rust, Zeithaml, and Lemon introduce the three drivers of customer equity — Value Equity, Brand Equity, and Retention Equity — and explain in clear, nontechnical language how managers can base their strategies on one or a combination of these drivers. The authors demonstrate in this breakthrough book how managers can build and employ competitive metrics that reveal their company's Customer Equity relative to their competitors. Based on these metrics, they show how managers can determine which drivers are most important in their industry, how they can make efficient strategic trade-offs between expenditures on these drivers, and how to project a financial return from these expenditures. The final section devotes two chapters to the Customer Pyramid, an approach that segments customers based on their long-term profitability, and an especially important chapter examines the Internet as the ultimate Customer Equity tool. Here the authors show how companies such as Intuit.com, Schwab.com, and Priceline.com have used more than one or all three drivers to increase Customer Equity.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e In this age of one-to-one marketing, understanding how to drive Customer Equity is central to the success of any firm. In particular, \u003ci\u003eDriving Customer Equity\u003c\/i\u003e will be essential reading for any marketing manager and, for that matter, any manager concerned with growing the value of the firm's customer base.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness Development \u0026amp; Entrepreneurship\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eEntrepreneurship\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Free Press","offers":[{"title":"Used - Good","offer_id":48171124687038,"sku":"0684864665-4","price":10.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/61LQU-o0D1L.jpg?v=1784290147"},{"product_id":"0786853077","title":"Be Our Guest: Perfecting the art of customer service (A Disney Institute Book)","description":"\n\u003cp\u003eWhether they are called clients, customers, constituents, or, in Disney-speak, guest, all organizations must better serve the people who purchase their products and services or risk losing them. Now, for the first time, one critical element of the methods behind the magic that is the Walt Disney World Resort-quality service-is revealed in Be Our Guest. Even before Tom Peters and Bob Waterman profiled Walt Disney World Resort in their groundbreaking book In Search of Excellence, the most popular resort destination in the world enjoyed a reputation as a company that sets the benchmark for best business practices. Be Our Guest outlines proven Disney principles and processes for helping your organization focus its vision and align its people and infrastructure into a cohesive strategy that delivers on the promise of exceptional customer service.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Disney Editions","offers":[{"title":"Used - Good","offer_id":48171130290366,"sku":"0786853077-4","price":6.47,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/81_GkIImliL.jpg?v=1784291046"},{"product_id":"0060915803","title":"Moments of Truth: How the SAS President and CEO Adapted to the New Customer-Driven Economy","description":"\n\u003cp\u003eA Moment Of Truth -- The Vingresor And Linjeflyg Turnarounds -- The Sas Turnaround -- Profession: Leader -- Setting The Strategy -- Flattening The Pyramid -- Taking Risks -- Communicating -- Boards And Unions -- Measuring Results -- Rewarding Employees -- The Second Wave. Jan Carlzon. Reprint. Originally Published: Cambridge, Mass. : Ballinger Pub. Co., C1987.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eTravel\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eFood, Lodging \u0026amp; Transportation\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eAir Travel\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Harper Business","offers":[{"title":"Used - Good","offer_id":48171129766078,"sku":"0060915803-4","price":4.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/613dZPrHKFL.jpg?v=1784291048"},{"product_id":"0875847641","title":"Customer Equity: Building and Managing Relationships As Valuable Assets","description":"\n\u003cp\u003e\"What's a customer worth? The company that can answer this question precisely is the company with an edge in the customer-based, technology - and information - intensive economy of today. But how can an asset as intangible as customer value be measured? This book provides a solution: a fully developed, highly practical new marketing system for measuring and managing customer value as a financial asset - a system uniquely suited to today's rapidly changing, increasingly digital marketplace.\" \"Along with strategic and tactical guidance, Customer Equity provides precise metrics for evaluating a business more effectively and improving performance - the \"activity-based management\" of a company's marketplace. The authors present a new framework for structuring go-to-market activities that links those activities to useful metrics and allows better-informed marketing decisions.\"--BOOK JACKET.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eMarketing\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Harvard Business Review Press","offers":[{"title":"Used - Good","offer_id":48171130060990,"sku":"0875847641-4","price":8.24,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/81I8yjbCTLL.jpg?v=1784291052"},{"product_id":"1591840961","title":"The Culting of Brands: Turn Your Customers into True Believers","description":"\n\n\u003cp\u003eAt first glance, companies like Apple and Nike have little in common with organizations like the Hell’s Angels and the Unification Church. But in reality, they all fulfill the main definition of a cult: They attract people who see themselves as different from the masses in some fundamental way. Contrary to stereotypes, most cult members aren’t emotionally unstable—they’re just normal folks searching for a sense of belonging.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eMarketing expert Douglas Atkin has spent years researching both full-blown cults and companies that use cult-branding techniques.He interviewed countless cult members to find out what makes them tick. And he explains exactly how brands like Harley-Davidson, Saturn, JetBlue, and Ben \u0026amp; Jerry’s make their customers feel unique, important, and part of an exclusive group—and how that leads to solid, long-term relationships between a company and its customers.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eIn addition to describing a fascinating phenomenon, \u003cb\u003eThe Culting of Brands\u003c\/b\u003e will be of enormous value to business leaders. It will teach marketers how to align themselves with a specific segment of the population, how to attract and keep new \"members,\" how to establish a mythology about the company, and how to manage a workforce filled with true believers. \u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eOnce a brand achieves cult status, it becomes almost impossible for a competitor to dethrone it. \u003cb\u003eThe Culting of Brands\u003c\/b\u003e will reveal the secrets of fierce customer identification and, most important, unbreakable loyalty.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSales \u0026amp; Selling\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Portfolio","offers":[{"title":"Used - Good","offer_id":48171189076158,"sku":"1591840961-4","price":6.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71CFhWT0klL.jpg?v=1784293746"},{"product_id":"0062415697","title":"Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight – A Practical Guide to Customer Capital and Trust","description":"\n\u003cp\u003eTwo Best-selling Authors And Business Experts Use Real-world Examples To Demonstrate The Importance Of Service Design In Keeping Modern Customers, Who Have Many Choices And High Expectations, Happy And Coming Back--baker \u0026amp; Taylor. Introduction -- Getting To Ahhh! -- The Service Design Revolution -- Service Design And Your Strategy -- The First Principle: The Customer Is Always Right -- If It Is The Right Customer -- The Second Principle: Don't Surprise And Delight Your Customer -- Just Delight -- The Third Principle: Great Service Must Not Require Heroic Efforts -- The Fourth Principle: Service Design And Delivery Must Be Coherent Across All Platforms -- The Fifth Principle: You Are Never Done -- Service Design Archetypes -- Customer Capital: When One Plus One Equals Three Growth -- The Virtuous Circle: Corporate Culture And Service Design -- The Full Circle: The Service-product Connection -- First Steps, Next Steps. Thomas A. Stewart And Patricia O'connell. Includes Bibliographical References (pages 281-297) And Index.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eArts \u0026amp; Photography\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eDecorative Arts \u0026amp; Design\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eIndustrial \u0026amp; Product Design\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eProduct\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Harper Business","offers":[{"title":"Used - Good","offer_id":48171189010622,"sku":"0062415697-4","price":10.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71LT-KPp-sL.jpg?v=1784293753"},{"product_id":"1449356354","title":"Lean Customer Development (Hardcover version): Building Products Your Customers Will Buy","description":"\n\u003cp\u003eHow do you develop products that people will actually use and buy? This practical guide shows you how to validate product and company ideas through customer development research—before you waste months and millions on a product or service that no one needs or wants.With a combination of open-ended interviewing and fast and flexible research techniques, you’ll learn how your prospective customers behave, the problems they need to solve, and what frustrates and delights them. These insights may shake your assumptions, but they’ll help you reach the 'ah-ha!' moments that inspire truly great products.Validate or invalidate your hypothesis by talking to the right peopleLearn how to conduct successful customer interviews play-by-playDetect a customer’s behaviors, pain points, and constraintsTurn interview insights into Minimum Viable Products to validate what customers will use and buyAdapt customer development strategies for large companies, conservative industries, and existing products\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness Development \u0026amp; Entrepreneurship\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eEntrepreneurship\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"O'Reilly Media","offers":[{"title":"Used - Good","offer_id":48171360780478,"sku":"1449356354-4","price":9.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/81YTxsMyxyL.jpg?v=1784298606"},{"product_id":"0785260943","title":"25 Ways to Win with People: How to Make Others Feel Like a Million Bucks","description":"\n\n\u003cp\u003e\u003c\/p\u003e\n\u003cp\u003eYou've read John Maxwell's best-selling Winning with People, and now you're ready for some specific action steps to build on the knowledge you gained. 25 Ways to Win With People has just what you need! This 2-CD set is ideal for any leader, salesperson, parent, or volunteer who wants a quick refresher course on interpersonal relationships.\u003c\/p\u003e\n\u003cp\u003eA small sampling of the twenty-five specific actions readers can take to build positive, healthy relationships includes:\u003c\/p\u003e\n\u003cp\u003e\u003c\/p\u003e\n\u003cul\u003e \u003cbr\u003e\u003cli\u003eComplimenting People in Front of Others\u003c\/li\u003e \u003cbr\u003e\u003cli\u003eCreating a Memory and Visiting It Often\u003c\/li\u003e \u003cbr\u003e\u003cli\u003eEncouraging the Dreams of Others\u003c\/li\u003e \u003cbr\u003e\u003cli\u003eRemembering a Person's Story\u003c\/li\u003e \u003cbr\u003e\u003cli\u003eDoing for Others What They Can't Do for Themselves\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eReligion \u0026amp; Spirituality\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eChristian Books \u0026amp; Bibles\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eChurches \u0026amp; Church Leadership\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eChurch Leadership\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Harpercollins Leadership","offers":[{"title":"Used - Good","offer_id":48185738723518,"sku":"0785260943-4","price":5.97,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71s0R9AIkvL.jpg?v=1784725218"},{"product_id":"1401300340","title":"Hug Your Customers: STILL The Proven Way to Personalize Sales and Achieve Astounding Results","description":"\n\n\u003cp\u003e\u003cb\u003eA master of customer service reveals his secrets for developing long-lasting business relationships and customer loyalty.\u003c\/b\u003e \"We shower our customers with attention. There's no doubt in my mind that our philosophy can be applied to selling just about anything — from aircraft engines to beanbags.\" (Jack Mitchell) The only way to stay in business is with customers, and Jack Mitchell knows how to attract them, and how to keep them.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eHe has a deceptively simple but winning relationship approach to customer service — that a relationship is at the heart of every transaction. Jack's business philosophy is based on \"hugs\" — personal touches that impress and satisfy the customer, such as: — Remembering the name of your customer's dog\u003cbr\u003e\n— Calling a customer to make sure he's satisfied after a purchase\u003cbr\u003e\n— Having a \"kids' corner\" with TV, books, and treats\u003cbr\u003e\n— Knowing your customers golf handicap\u003cbr\u003e\n— Introducing customers to business contacts\u003cbr\u003e\n— Letting your customer use your office to make a personal phone call This is a proven theory — hugging works! Mitchells\/Richards achieves among the highest margins in its industry, as well as amazing customer loyalty. Complete with anecdotes that exemplify outstanding customer service, \u003cb\u003eHug Your Customers\u003c\/b\u003e shows how any business can adapt this hugging philosophy to attract great staff, lower marketing costs, and maintain higher gross margins and long-term revenues. At a time when customer service has become the difference between success and failure, \u003cb\u003eHug Your Customers\u003c\/b\u003e shows how Jack's one-of-a-kind philosophy brings the results you're looking for.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eSelf-Help\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSuccess\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Hachette Books","offers":[{"title":"Used - Good","offer_id":48515191734462,"sku":"1401300340-4","price":7.24,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/715zYa9JHFL.jpg?v=1785944349"},{"product_id":"0735205256","title":"How to Say it: Creating Complete Customer Satisfaction: Winning Words, Phrases, and Strategies to Build Lasting Relationships in Sales and Service","description":"\n\n\u003cp\u003eA guide to effectively communicating with customers to create lasting—and repeat—business relationships. \u003cbr\u003eThis book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples. \u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003e\u003cbr\u003eUnlike the vast majority of books that deal with customer communication, \u003ci\u003eHow to Say It®: Creating Complete Customer Satisfaction\u003c\/i\u003e does not separate sales from customer service communications, but instead integrates them into a single book. Readers will learn how to:\u003c\/p\u003e\n\u003cbr\u003e\u003cul\u003e\n\u003cbr\u003e\u003cli\u003eSpeak the language of Yes by asking the right questions\u003c\/li\u003e \u003cli\u003eGet referrals through established customers\u003c\/li\u003e \u003cli\u003eOffer value through solutions, satisfaction, and trust\u003c\/li\u003e \u003cli\u003eAnticipate and preempt objections\u003c\/li\u003e \u003cli\u003eOwn a problem by owning the solution\u003c\/li\u003e\n\u003cbr\u003e\n\u003c\/ul\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eSales \u0026amp; Selling\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eGeneral\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Prentice Hall Press","offers":[{"title":"Used - Acceptable","offer_id":48704042041534,"sku":"0735205256-5","price":4.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71uqqLXuMVL.jpg?v=1786549508"},{"product_id":"0786866020","title":"Fish: A Proven Way to Boost Morale and Improve Results","description":"\n\n\u003cstrong\u003eOver 5 Million Copies Sold\u003c\/strong\u003e Imagine a workplace where everyone chooses to bring energy, passion, and a positive attitude to the job every day.\u003cbr\u003e\n\u003cp\u003eImagine an environment in which people are truly connected to their work, to their colleagues, and to their customers.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eIn this engrossing parable, a fictional manager is charged with the responsibility of turning a chronically unenthusiastic and unhelpful department into an effective team. Across the street from her office is Seattles very real Pike Place Fish Market, world famous and wildly successful thanks to its fun, bustling, joyful atmosphere and customer service. By applying ingeniously simple lessons learned from the actual Pike Place fishmongers, our manager learns how to energize those who report to her and effect an astonishing transformation in her workplace. 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If you really want a booming business, you have to create Raving Fans.\"\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eThis, in a nutshell, is the advice given to a new Area Manager on his first day—in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eWritten in the parable style of \u003cb\u003eThe One Minute Manager, Raving Fans\u003c\/b\u003e uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature—not just another program of the month.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eAmerica is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. \u003cb\u003eRaving Fans\u003c\/b\u003e includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace—and turn their customers into raving, spending fans.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cbr\u003e\n                        \u003cp\u003eWritten in the parable style of \u003ci\u003eThe One Minute Manager\u003c\/i\u003e by its co-author, \u003ci\u003eRaving Fans\u003c\/i\u003e uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make stunning customer service a constant feature -- not just another program of the month.\u003cbr\u003e\n\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eSelf-Help\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSuccess\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"William Morrow","offers":[{"title":"Used - Good","offer_id":48827899412670,"sku":"0688123163-4","price":5.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/711LTbWEMtL.jpg?v=1788326646"},{"product_id":"1591841038","title":"The Big Moo: Stop Trying to Be Perfect and Start Being Remarkable","description":"\n\u003cp\u003eThe Group Of 33 ; Edited By Seth Godin.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eSkills\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eDecision Making\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Portfolio","offers":[{"title":"Used - Good","offer_id":48831763022014,"sku":"1591841038-4","price":4.97,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/618MC6HyKxL.jpg?v=1788358694"},{"product_id":"0743270282","title":"Customer Mania!: It's Never Too Late To Build A Customer-focused Company","description":"\n\n\u003cbr\u003e\nCustomer service is the single most pressing problem for business managers and people in any service or sales operation, especially at the retail level. In fact, many experts believe that you build a business from the customer up. In \u003ci\u003eCustomer Mania!\u003c\/i\u003e, Ken Blanchard, one of America's biggest bestselling authors and inspiring business leaders, writes of the key to customer service -- creating a people-oriented, performance-driven, customer-first organization. Along with coauthors Jim Ballard and Fred Finch, Blanchard explains why the customer is the right starting place from which to build a successful business. By drawing on examples from the world's largest restaurant company, Yum! -- owner of KFC, Taco Bell, Pizza Hut, Long John Silver's, and A\u0026amp;W Restaurants -- the authors explain how any company, large or small, can develop a unified, people-first, customer-oriented culture. Packed with practical insights, Customer Mania! emphasizes four critical steps: \u003cbr\u003e\n\u003cp\u003e\u003cb\u003e• Set Your Sights on the Right Target.\u003c\/b\u003e The bottom line grows from taking care of customers and creating a motivating environment for your people.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003cb\u003e• Treat Customers the Right Way.\u003c\/b\u003e Determine the kind of experience you want your customers to have as they interact with every part of the company.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003cb\u003e• Treat Employees the Right Way.\u003c\/b\u003e Use strategies ranging from smart hiring to training and development to managing performance and creating a recognition culture.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e\u003cb\u003e• Build the Right Kind of Leadership.\u003c\/b\u003e You can't do it all yourself, so let your people put their own brains to work and then support them all the way.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003e By relying on these concepts, businesses everywhere can cultivate passionate and engaged team members who contribute to the company's overall success. 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Why Can Fedex Absolutely, Positively Deliver Your Package Overnight But Airlines Have Trouble Keeping Track Of Your Bags? Why Does Lands' End Remember Your Last Order And Even Your Family's Clothing Sizes But After Ten Years Of Membership American Express Still Solicits You To Join? How Is It That Some Companies Are Reinventing Competition In Their Markets While Others Are Seemingly Oblivious To The Changing World Around Them? These Are The Questions That Authors Michael Treacy And Fred Wiersema Explore In Their Groundbreaking Book, The Discipline Of Market Leaders, From The Same Consulting Firm That Brought You Business Reengineering. The Answers Provide A Revolutionary Way Of Thinking About Customers, Competition, Markets, And The Fundamental Structure Of Your Organization.^ The Authors' Thesis Is Deceptively Simple: That Successful Organizations - The Market Leaders - Excel At Delivering One Type Of Value To Their Chosen Customers. The Key Is Focus. Market Leaders Choose A Single Value Discipline--best Total Cost, Best Product, Or Best Total Solution - And Then Build Their Organization Around It. They Sustain Their Leadership Position Not By Resting On Their Laurels, But By Offering Better Value Year After Year. Choosing One Discipline To Master Does Not Mean Abandoning The Other Two, Only That A Company Must Stake Its Reputation - And Focus Its Energy And Assets - On A Single One To Achieve Success Over The Long Term. No Company Can Reliably Succeed Today By Trying To Be All Things To All Customers.^ Through Detailed Case Studies Of Some Of The World's Best-known Companies, The Discipline Of Market Leaders Examines The Implications Of Each Discipline From An Operating Standpoint, Offering Step-by-step Guidance On Choosing And Implementing The Right One. Each Discipline Demands A Distinct Organizational Model With Its Own Structure, Processes, Information Systems, Management Systems, And Culture. Treacy And Wiersema Also Show How To Involve Every Member Of A Company's Work Force In The Cult Of The Customer, A New Way Of Looking At Work In The Context Of Customer Value. What Does Your Company Do Better Than Anyone Else? What Unique Value Do You Provide To Your Customers? How Will You Increase That Value Next Year? If You Can't Easily Answer These Questions, Then The Discipline Of Market Leaders Is Required Reading.^ Because The Companies That Can Answer These Questions Are Raising The Value Bar In Their Industries, Creating New Customer Expectations, And Staking Their Claim To Market Leadership. How To Fail In Business Without Even Trying -- The New Rules Of Competition -- The Winner's Choice -- The Discipline Of Operational Excellence -- One Company's Experience : At\u0026amp;t's Universal Card -- The Discipline Of Product Leaders -- One Company's Experience : Intel Corporation --the Discipline Of Customer Intimacy -- One Company's Experience : Airborne Express -- Setting Your Value Discipline Agenda -- Creating The Cult Of The Customer -- Sustaining The Lead. Michael Treacy And Fred Wiersema. Includes Index. Library Journal Best Books Soundview Best Book List\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness Development \u0026amp; Entrepreneurship\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eEntrepreneurship\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Basic Books","offers":[{"title":"Used - Very Good","offer_id":49197626949822,"sku":"0201406489-3","price":7.97,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/81i_mdG-H9L.jpg?v=1790790806"},{"product_id":"1613630166","title":"Customer Centricity: Focus on the Right Customers for Strategic Advantage (Wharton Executive Essentials)","description":"\n\n\u003cb\u003e\u003ci\u003eA powerful call to action,\u003c\/i\u003e Customer Centricity\u003ci\u003e upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value\u003c\/i\u003e\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eNOT ALL CUSTOMERS ARE CREATED EQUAL\u003c\/b\u003e\u003cbr\u003eDespite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: In the world of customer centricity, there are good customers…and then there is pretty much everybody else.\u003cbr\u003eIn \u003cb\u003e\u003ci\u003eCustomer Centricity,\u003c\/i\u003e\u003c\/b\u003e Wharton professor Peter Fader, coauthor of the follow-up book \u003ci\u003eThe Customer Centricity Playbook,\u003c\/i\u003e helps businesses radically rethink how they relate to customers. He provides insights to help you understand:\u003cbr\u003e\u003cul\u003e\n\u003cbr\u003e\u003cli\u003eWhy customer centricity is the new model for success and product centricity must be ushered out\u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eHow the ideas of brand equity and customer equity help us understand what kinds of companies naturally lend themselves to the customer-centric model and which ones don’t\u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eWhy the traditional models for determining the value of individual customers are flawed\u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eHow executives can use customer lifetime value (CLV) and other customer-centric data to make smarter decisions about their companies\u003c\/li\u003e\n\u003cbr\u003e\u003cli\u003eHow the well-intended idea of customer relationship management (CRM) lost its way―and how your company can properly put CRM to use\u003c\/li\u003e\n\u003cbr\u003e\n\u003c\/ul\u003e\n\u003cbr\u003e\u003cb\u003e\u003ci\u003eCustomer Centricity\u003c\/i\u003e\u003c\/b\u003e will help you realign your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term. \u003cbr\u003eALSO AVAILABLE: Once Fader convinces you of the value of customer centricity in this book, \u003ci\u003eThe Customer Centricity Playbook,\u003c\/i\u003e with Sarah Toms, will show you where to get started. \u003cbr\u003e“Reveals how to increase profits from your best customers, find more like them, and avoid over-investing in the rest….Decidedly accessible and absolutely necessary.”\u003cbr\u003e\u003cb\u003e―Jim Sterne, Founding President and Chairman, Digital Analytics Association\u003c\/b\u003e\u003cbr\u003e“Perfect read…It’s short (60-90 minutes), clear, and the best summary I’ve read of why companies should rethink their approach to customers.”\u003cbr\u003e\u003cb\u003e―Andrew McFarland, SVP, Chief Customer Officer, Black Box\u003c\/b\u003e\u003cbr\u003e“Knowing what your customers are worth is the secret to focusing your time and money where it makes the most difference. You can’t be all things to all people, so you need to learn to find out who really matters to your success. Fader makes it clear with great ideas and a readable style.”\u003cbr\u003e\u003cb\u003e―Andy Sernovitz, author, \u003ci\u003eWord of Mouth Marketing\u003c\/i\u003e\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eTHE WHARTON EXECUTIVE ESSENTIALS SERIES\u003c\/b\u003e\u003cbr\u003eThe Wharton Executive Essentials series from Wharton Digital Press brings the ideas of the Wharton School’s thought leaders to you wherever you are. Inspired by Wharton’s Executive Education program, each book is authored by globally renowned faculty and filled with real-life business examples and actionable advice. Wharton Executive Essentials guides offer a quick-reading, penetrating, and comprehensive summary of the knowledge leaders need to excel in today’s competitive business environment and capture tomorrow’s opportunities.\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eGeneral\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"Wharton Digital Press","offers":[{"title":"Used - Good","offer_id":49202770346174,"sku":"1613630166-4","price":6.47,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/61mWHGeCALL.jpg?v=1790863871"},{"product_id":"1400220289","title":"Undaunted: Overcoming Doubts and Doubters","description":"\n\u003cp\u003eUndaunted Is One Woman's Journey Past Doubts And Doubters To Become The Award-winning Ceo Of Hint® Water. 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As Kara Always Says, It's All Part Of The Journey. Embrace It.whether You Want To Start A Company, Get Healthy, Break An Addiction, Find A New Career Or Just Grow In Life, Undaunted Will Help You Get Moving And Keep Going. Undaunted Offers: The Dramatic Story Of How Kara Goldin Changed Her Lifestyle, Which Led To The Founding And Steady Growth Of A Now Iconic Business, Hint, Inc. Fundamental Life And Business Lessons Drawn From Kara's Personal Story And Her Experience As An Executive, Entrepreneur, Mentor, And In-demand Public Speaker. Inspiration Through Kara's Commitment To Mentor Entrepreneurs, Increase Awareness Of Healthy Lifestyles, And Lead A Mission To Improve Drinking Water Standards Nationwide. Undaunted Won't Solve Your Problems And Challenges. You Will. But It Will Help You See Through Other's Experiences That It's Possible To Do So. Bypass Your Doubts And Doubters And Create The Life You Want. Find The Courage To Be Undaunted.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eCookbooks, Food \u0026amp; Wine\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eCooking Education \u0026amp; Reference\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eFood Industry\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n","brand":"HarperCollins Leadership","offers":[{"title":"Used - Very Good","offer_id":49251569008830,"sku":"1400220289-3","price":8.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/81lgkZWANjL.jpg?v=1791473889"},{"product_id":"0132544369","title":"Consumer Behavior","description":"\n\n\u003cp\u003e\u003cb\u003e\u003ci\u003eFor undergraduate and graduate consumer behavior courses.\u003c\/i\u003e\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e \u003cp\u003eThe text that set the standard for consumer behavior study.\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e \u003cp\u003e\u003ci\u003eConsumer Behavior\u003c\/i\u003e explores how the examination and application of consumer behavior is central to the planning, development, and implementation of marketing strategies.\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e \u003cp\u003eThis program will provide a better teaching and learning experience-for you and your students. Here's how:\u003c\/p\u003e \u003cul\u003e \u003cli\u003e \u003cb\u003eImprove Results with MyMarketingLab:\u003c\/b\u003e MyMarketingLab delivers proven results in helping students succeed and provides engaging experiences that personalize learning. \u003c\/li\u003e \u003cli\u003e \u003cb\u003eBring Concepts to Life with Cases:\u003c\/b\u003e End-of-chapter cases show students the real-life application of the concepts just covered so that they can see how real companies use consumer behavior to create marketing strategies, \u003c\/li\u003e \u003cli\u003e \u003cb\u003eGlobal Coverage Focus:\u003c\/b\u003e Discussions and examples appear throughout the text demonstrating the importance of cultural differences in both domestic and multinational marketing. \u003c\/li\u003e \u003cli\u003e \u003cb\u003eKeep Your Course Current and Relevant:\u003c\/b\u003e New examples, exercises, and research findings appear throughout the text. \u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e \u003c\/p\u003e \u003cp\u003e\u003cb\u003eNote:\u003c\/b\u003e You are purchasing a standalone product; MyMarketingLab does not come packaged with this content. If you would like to purchase \u003ci\u003eboth\u003c\/i\u003e the physical text and MyMarketingLab search for ISBN-10: 0133131033\/ISBN-13: 9780133131031. That package includes ISBN-10: 0132544369\/ISBN-13: 9780132544368 and ISBN-10: 0132552000\/ISBN-13: 9780132552004.\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e \u003cp\u003eMyMarketingLab is not a self-paced technology and should only be purchased when required by an instructor.\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eConsumer Behavior\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch2\u003eBook details\u003c\/h2\u003e\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eAuthor:\u003c\/strong\u003e Leon G. 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Samurai means \"one who serves\", and the soldier trained not merely for war, but for a lifetime of skilled service to his client lord, his family, friends, and the community at large. This service made him indispensable and brought him respect, honor, power, wealth, and happiness. The code of the samurai should also be the code of today's sales professional. Whether you sell cars, homes, personal products, financial investments, computers, business products, or anything else, your goal must be not only to sell, but to serve your customer. Selling is a one-time event; service is a lifetime commitment that will keep your customers coming back and build a powerful network of referrals. Samurai Selling tells stories of the ancient samurai and relates them to today's competitive sales climate. Based on a proven seminar which the authors have taught to thousands of managers and sales professionals, the book is filled with practical tips, examples, and exercises that will hone your selling skills and improve your customer service. When you turn the last page, you will know the secret to becoming a more successful sales professional - you will be a samurai.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eManagement \u0026amp; Leadership\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch2\u003eBook details\u003c\/h2\u003e\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eAuthor:\u003c\/strong\u003e Sage, Karen,Bockmon, Marc,Laughlin, Chuck\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e hardcover\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eEdition:\u003c\/strong\u003e First Edition\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePublisher:\u003c\/strong\u003e St Martins Pr\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eLanguage:\u003c\/strong\u003e English\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePages:\u003c\/strong\u003e 159\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9780312088859\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"St Martins Pr","offers":[{"title":"Used - Like New","offer_id":49275153580222,"sku":"031208885X-2","price":8.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/41iprN5zIRL._SL500.jpg?v=1791917467"},{"product_id":"0135064333","title":"Customer Service: A Practical Approach: United States Edition","description":"\n\u003cp\u003eThe market-leader\u003ci\u003e,\u003cb\u003e\u003ci\u003eCustomer Service: A Practical Approach, \u003c\/i\u003e\u003c\/b\u003e\u003c\/i\u003egoes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using an organized and concise layout, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new quick quizzes, job link activities, team building exercises, and expanded challenge projects. Focusing on problem solving, communication strategies and self-assessment, it transcends superficial elements and pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch2\u003eBook details\u003c\/h2\u003e\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eAuthor:\u003c\/strong\u003e Harris, Elaine K.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e paperback\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eEdition:\u003c\/strong\u003e 5\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePublisher:\u003c\/strong\u003e Prentice Hall\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eLanguage:\u003c\/strong\u003e English\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePages:\u003c\/strong\u003e 192\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9780135064337\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Prentice Hall","offers":[{"title":"Used - Good","offer_id":49275444297918,"sku":"0135064333-4","price":12.24,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/41HJWTvxpJL._SL500.jpg?v=1791919795"},{"product_id":"0061914185","title":"Thank You Economy","description":"\n\n\n\u003cbr\u003e\n\u003cp\u003eIf this were 1923, this book would have been called \"Why Radio Is Going to Change the Game\" . . .\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eIf it were 1995, it would be \"Why Amazon Is Going to Take Over the Retailing World\" . . .\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eThe Thank You Economy is about something big, something greater than any single revolutionary platform. It isn't some abstract concept or wacky business strategy—it's real, and every one of us is doing business in it every day, whether we choose to recognize it or not. It's the way we communicate, the way we buy and sell, the way businesses and consumers interact online and offline. The Internet, where the Thank You Economy was born, has given consumers back their voice, and the tremendous power of their opinions via social media means that companies and brands have to compete on a whole different level than they used to.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eGone are the days when a blizzard of marketing dollars could be used to overwhelm the airwaves, shut out the competition, and grab customer awareness. Now customers' demands for authenticity, originality, creativity, honesty, and good intent have made it necessary for companies and brands to revert to a level of customer service rarely seen since our great-grandparents' day, when business owners often knew their customers personally, and gave them individual attention.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eHere renowned entrepreneur Gary Vaynerchuk reveals how companies big and small can scale that kind of personal, one-on-one attention to their entire customer base, no matter how large, using the same social media platforms that carry consumer word of mouth. \u003cb\u003eThe Thank You Economy\u003c\/b\u003e offers compelling, data-driven evidence that we have entered into an entirely new business era, one in which the companies that see the biggest returns won't be the ones that can throw the most money at an advertising campaign, but will be those that can prove they care about their customers more than anyone else. The businesses and brands that harness the word-of-mouth power from social media, those that can shift their culture to be more customer-aware and fan-friendly, will pull away from the pack and profit in today's markets.\u003c\/p\u003e\n\u003cbr\u003e\n\u003cp\u003eFilled with Vaynerchuk's irrepressible candor and wit, as well as real-world examples of companies that are profiting by putting Thank You Economy principles into practice, \u003cb\u003eThe Thank You Economy\u003c\/b\u003e reveals how businesses can harness all the changes and challenges inherent in social media and turn them into tremendous opportunities for profit and growth.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eSkills\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCommunications\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eEconomics\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eGeneral\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eE-Commerce\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eStrategic Planning\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eManagement \u0026amp; Leadership\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eManagement\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSystems \u0026amp; Planning\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eConsumer Behavior\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eDirect\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003ePublic Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSales \u0026amp; Selling\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness Development \u0026amp; Entrepreneurship\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eEntrepreneurship\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eComputers \u0026amp; Technology\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eWeb Development \u0026amp; Design\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eWeb Marketing\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch2\u003eBook details\u003c\/h2\u003e\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eAuthor:\u003c\/strong\u003e Vaynerchuk, Gary\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e hardcover\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eEdition:\u003c\/strong\u003e Illustrated\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePublisher:\u003c\/strong\u003e Harper Business\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eLanguage:\u003c\/strong\u003e English\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePages:\u003c\/strong\u003e 256\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9780061914188\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Harper Business","offers":[{"title":"Used - Good","offer_id":49275455701182,"sku":"0061914185-4","price":5.97,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71tVMvT5fZL.jpg?v=1791919910"},{"product_id":"006227306x","title":"Jab, Jab, Jab, Right Hook: How to Tell Your Story in a Noisy Social World","description":"\n\n\u003cp\u003eNew York Times bestselling author and social media expert Gary Vaynerchuk shares hard-won advice on how to connect with customers and beat the competition. A mash-up of the best elements of Crush It! and The Thank You Economy with a fresh spin, Jab, Jab, Jab, Right Hook is a blueprint to social media marketing strategies that really works. \u003c\/p\u003e\n\u003cp\u003eWhen managers and marketers outline their social media strategies, they plan for the “right hook”—their next sale or campaign that’s going to knock out the competition. Even companies committed to jabbing—patiently engaging with customers to build the relationships crucial to successful social media campaigns—want to land the punch that will take down their opponent or their customer’s resistance in one blow. Right hooks convert traffic to sales and easily show results. Except when they don’t.\u003c\/p\u003e\n\u003cp\u003eThanks to massive change and proliferation in social media platforms, the winning combination of jabs and right hooks is different now. Vaynerchuk shows that while communication is still key, context matters more than ever. It’s not just about developing high-quality content, but developing high-quality content perfectly adapted to specific social media platforms and mobile devices—content tailor-made for Facebook, Instagram, Pinterest, Twitter, and Tumblr.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eReference\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eFinance\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eGeneral\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eE-Commerce\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eStrategic Planning\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eInvesting\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eManagement \u0026amp; Leadership\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSystems \u0026amp; Planning\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eSkills\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eTraining\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eAdvertising\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eGeneral\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSales \u0026amp; Selling\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness Development \u0026amp; Entrepreneurship\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eEntrepreneurship\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eComputers \u0026amp; Technology\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eWeb Development \u0026amp; Design\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eWeb Marketing\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eSelf-Help\u003cul class=\"category-tree\"\u003e\n\u003cli\u003ePersonal Transformation\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSelf Help\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eScience \u0026amp; Math\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eTechnology\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch2\u003eBook details\u003c\/h2\u003e\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eAuthor:\u003c\/strong\u003e Vaynerchuk, Gary\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e hardcover\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eEdition:\u003c\/strong\u003e Illustrated\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePublisher:\u003c\/strong\u003e Harper Business\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eLanguage:\u003c\/strong\u003e English\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePages:\u003c\/strong\u003e 224\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9780062273062\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Harper Business","offers":[{"title":"Used - Good","offer_id":49275455799486,"sku":"006227306X-4","price":7.97,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71py2EXyE0L.jpg?v=1791919913"},{"product_id":"0470503807","title":"Unleashing Excellence: The Complete Guide to Ultimate Customer Service","description":"\n\n\u003cb\u003eA step-by-step guide to designing and implementing an amazing customer service culture\u003c\/b\u003e \u003cp\u003eIn today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eUnleashing Excellence\u003c\/i\u003e gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eOffers proven best practices for designing and implementing an excellent customer service culture\u003c\/li\u003e \u003cli\u003eSimple format divides content into nine \"leadership actions\" that guide you through a step-by-step process\u003c\/li\u003e \u003cli\u003eShows you how to build a common customer service vision for your entire organization\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eCustomer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, \u003ci\u003eUnleashing Excellence\u003c\/i\u003e is the key.\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch2\u003eBook details\u003c\/h2\u003e\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eAuthor:\u003c\/strong\u003e Snow, Dennis,Yanovitch, Teri\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e hardcover\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eEdition:\u003c\/strong\u003e Updated, Expanded\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePublisher:\u003c\/strong\u003e Wiley\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eLanguage:\u003c\/strong\u003e English\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePages:\u003c\/strong\u003e 238\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9780470503805\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Wiley","offers":[{"title":"Used - Good","offer_id":49279032262846,"sku":"0470503807-4","price":7.24,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/619_B6GUZdL.jpg?v=1791942411"},{"product_id":"0385346948","title":"Driving Loyalty","description":"\n\u003cp\u003e\u003cb\u003eMust-reading for every manager, entrepreneur, corporate executive, and anyone looking to increase customer satisfaction, boost employee engagement, and significantly enhance the bottom line.\u003cbr\u003e\u003c\/b\u003e\u003cbr\u003e In order to build a successful company today, you must create an unbreakable bond of loyalty between your customers and employees. Few have done this better than Enterprise Holdings, owner of the Enterprise, National, and Alamo rental car brands.\u003cbr\u003e While Enterprise has long been known for offering excellent customer service, it faced a huge challenge after buying National and Alamo in 2007. Among other things, it had to integrate different cultures, manage a varied workforce, and meet the needs of a much larger and highly divergent customer base.\u003cbr\u003e In \u003ci\u003eDriving Loyalty\u003c\/i\u003e, you'll get an inside look at how Enterprise began operating these three distinct brands in a way that ultimately led to rising profitability and some of the highest customer and employee satisfaction scores in the industry. You'll also discover how other thriving companies--from JetBlue and Starbucks to Costco and even Chobani Yogurt--use similar techniques to outsmart the competition and turn customers and employees into raving fans.\u003cbr\u003e \u003ci\u003eDriving Loyalty\u003c\/i\u003e provides a blueprint that businesses of all types can use to deliver exceptional customer service, create a high-performing work environment, build strong brands, instill loyalty, market effectively online and off, and, in turn, power overall performance. \u003cbr\u003e In the pages of \u003ci\u003eDriving Loyalty\u003c\/i\u003e, you'll learn:\u003cbr\u003e - Specific strategies for offering exceptional service that will help to increase sales and grow your business.\u003cbr\u003e - Principles for developing engaged, high-performing teams\u003cbr\u003e - Why the rules of brand building differ based on your target audience\u003cbr\u003e - How to effectively leverage social media to better connect with your customers and employees\u003cbr\u003e - Why forming strong partnerships can take your company--and your career--to the next level\u003cbr\u003e - And much more \u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eManagement \u0026amp; Leadership\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eLeadership \u0026amp; Motivation\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eManagement\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eIndustries\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eService\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch2\u003eBook details\u003c\/h2\u003e\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eAuthor:\u003c\/strong\u003e Kazanjian, Kirk\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e hardcover\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePublisher:\u003c\/strong\u003e Crown Business\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eLanguage:\u003c\/strong\u003e English\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePages:\u003c\/strong\u003e 272\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9780385346948\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Crown Business","offers":[{"title":"Used - Good","offer_id":49279076860094,"sku":"0385346948-4","price":7.24,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/8114Bd4zvXL.jpg?v=1791942616"},{"product_id":"0446694665","title":"The New Successful Large Account Management: Maintaining and Growing Your Most Important Assets -- Your Customers","description":"\n\u003cp\u003eFor the Accounts You Can't Afford to Lose: The Strategies that Will Keep Your Customers Coming Back Whether your company has $50,000 or $5 million in sales, chances are that at least half of your revenue comes from a few crucial accounts. What does it take to keep them going strong? The authors of The New Strategic Selling and The New Conceptual Selling present a hard-hitting, no-nonsense book of techniques to improve your most important business relationships. Updated with recent examples of actual success stories, this new edition explores how online click speeds have resulted in highly sophisticated customers who expect all services to be done in \"real time.\" Discover: * The Long View: Studying and really understanding your company-and your customer's business-can mean years of selling success * \"Lamp\" Strategies: Activate a Large Account Management Process strategy to turn your best customers into permanent \"external assets\" * Trends and Market Forces: Constantly identify and reappraise the conditions that can make your services more crucial than ever * Channels of Communication: The right contacts and communication lines will help you make key changes-before it's too late!\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eGeneral\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSales \u0026amp; Selling\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch2\u003eBook details\u003c\/h2\u003e\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eAuthor:\u003c\/strong\u003e Miller, Robert B.,Heiman, Stephen E.,Tuleja, Tad\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e paperback\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eEdition:\u003c\/strong\u003e Revised\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePublisher:\u003c\/strong\u003e Grand Central Publishing\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eLanguage:\u003c\/strong\u003e English\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePages:\u003c\/strong\u003e 272\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9780446694667\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Grand Central Publishing","offers":[{"title":"Used - Good","offer_id":49279546458302,"sku":"0446694665-4","price":4.76,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/71DGREBHbbL.jpg?v=1791945413"},{"product_id":"1292116897","title":"How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing","description":"\n\n\u003cp\u003eLooking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business.\u003c\/p\u003e \u003cp\u003eFull of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you'll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more.\u003c\/p\u003e \u003cp\u003eDon't let your business fall behind, look inside and take your customer experience to the next level.\u003c\/p\u003e \u003cp\u003e\"Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth.\"\u003c\/p\u003e \u003cp\u003eKeith Lewis, COO, Matchtech Group plc\u003c\/p\u003e \u003cp\u003e\"At last - a book that provides practical ways of delivering the superior experience that today's customers demand.\"\u003c\/p\u003e \u003cp\u003eOlivier Njamfa, Co-Founder and CEO of customer experience software company Eptica\u003c\/p\u003e\n\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness Development \u0026amp; Entrepreneurship\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eEntrepreneurship\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eSmall Business\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch2\u003eBook details\u003c\/h2\u003e\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eAuthor:\u003c\/strong\u003e Swinscoe, Adrian\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e paperback\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eEdition:\u003c\/strong\u003e 1\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePublisher:\u003c\/strong\u003e Pearson Business\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eLanguage:\u003c\/strong\u003e English\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePages:\u003c\/strong\u003e 264\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9781292116891\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Pearson Business","offers":[{"title":"Used - Good","offer_id":49280001343678,"sku":"1292116897-4","price":6.24,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/612jDeXaGDL.jpg?v=1791949813"},{"product_id":"1523086610","title":"Building Brand Communities: How Organizations Succeed by Creating Belonging","description":"\n\u003cp\u003eSuccessful Brand Communities Are Based On Mutual Concern, Shared Values, And Common Experiences--not Simply Mutual Fondness For A Product Or Service. This Book Explains Exactly How To Build Them. This Is A Time When Organizations Must Develop Far Deeper Relationships With Customers. But They Don't Know How This Is Done Profitably And At Scale. This Book Will Help Usher Confused Organizations Into A New Future Where Community And Profit Mutually Support One Another. Carrie Melissa Jones And Charles H. Vogl Highlight Companies Succeeding (airbnb, Reddit, Apple, Toyota Motor Company, Etc.) And Those Who Are Failing (left Anonymous). The Authors Clarify The Structural Differences Between Authentic Brand Community And Simple Marketing, Social Media, And Platform Projects. Their Book Outlines Brand Community Strategies And Models For Organizations That Will Help Them Create Communities That Make The World A Better Place For The Organization's Stakeholders And Everyone Else. Organizational Leaders Will Gain The Skills To Distinguish How Communities Differ When Serving Marketing, Innovation, Advocacy, Recruitment, Retention, And Social Support Goals And Choose How Best To Succeed With Their Own Goal-appropriate Community Models.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eCategories:\u003c\/p\u003e\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eBusiness \u0026amp; Money\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eProcesses \u0026amp; Infrastructure\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eCustomer Relations\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\n\u003cli\u003eMarketing \u0026amp; Sales\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eAdvertising\u003c\/li\u003e\u003c\/ul\u003e\n\u003cul class=\"category-tree\"\u003e\u003cli class=\"category-tree\"\u003eMarketing\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch2\u003eBook details\u003c\/h2\u003e\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eAuthor:\u003c\/strong\u003e Vogl, Charles,Jones, Carrie Melissa\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e hardcover\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePublisher:\u003c\/strong\u003e Berrett-Koehler Publishers\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eLanguage:\u003c\/strong\u003e English\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePages:\u003c\/strong\u003e 288\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9781523086610\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Berrett-Koehler Publishers","offers":[{"title":"Used - Good","offer_id":49279987941566,"sku":"1523086610-4","price":8.97,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0640\/9689\/5166\/files\/81TVupX8XxL.jpg?v=1791949846"}],"url":"https:\/\/shop.sustainablebooks.com\/collections\/books-business-money-processes-infrastructure-customer-relations.oembed?page=2","provider":"Sustainable Books","version":"1.0","type":"link"}