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Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.

Based on the success story of a small Seattle coffee shop, this little book is a tasty brew of sound principles and instructive anecdotes. As the coffee shop owner looks for ways to retain his customer base, a consultant helps him focus on what really matters. Authors Yerkes and Decker, renowned for their consulting and business savvy, have done their homework and turned Beans into "a business fable taken from real life".

LinkedIn the Sandler Way, the first audiobook release from Sandler Training and LinkedIn, offers powerful, cutting-edge best practices for effective social selling with LinkedIn. Its 25 discussions uncover big ideas for prospecting and selling online - ideas that typically haven't yet become part of a sales team's daily culture. Within just a few days, you can learn, adopt, and model these LinkedIn best practices so that they become consistent behaviors for everyone in your organization who sells for a living.

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.

More than ever before business success depends on standing out from the crowd and delivering authentic experiences that turn your customers into advocates for your business. Bold tells the stories of 14 companies that prove that brand building is now about completely rethinking the customer experience and redefining the relationship you have with your customers. Each inspiring story is told by the executives involved who were brave enough to pursue audacious goals, challenge industry norms and win.

Good works are no longer optional. For many businesses, success comes in unexpected ways. Toms grew into a $600-million company by giving away 35 million pair of shoes. Patagonia's profits have climbed year after year even as it funnels heavy investments into sustainability. And it's not just millennials rewarding companies with causes. In every age group, people commit to brands that show good citizenship.

Drawing on more than a decade of new work, Kim and Mauborgne show you how to move beyond competing, inspire your people's confidence and seize new growth, guiding you step-by-step through how to take your organization from a red ocean crowded with competition to a blue ocean of uncontested market space.

In this first-of-its-kind book, seasoned security pros Christian West and Brian Jantzen share lessons learned from years of protecting some of corporate America's most prominent people. Full of practical, hands-on information, this guide provides a comprehensive overview of how to conceive, build and run successful executive protection programs in corporate settings. With insights that only experience in all phases of program execution can provide, the authors dig into the key questions that corporations need to ask and answer.

From turf wars to low morale, most companies attempt to cure what ails them with the latest management fad - and fail. They are treating the symptoms while ignoring the true problem. Success starts with knowing the kind of business you're really in.

Do you want to build your business? Get more customers or clients? Have better relationships in the workplace? The Dog Type system can help you have more success in your business or the workplace, since it helps you adapt your approach to the style of whoever you are dealing or working with. There are four basic Dog Types in a system that builds on other personality type systems - Myers-Briggs, DISC, and the red-yellow-blue-green color profile.

You don't have to be an amazing marketing or sales person to grow your business. What if you could launch your business to a level beyond your dreams and never have to worry about losing customers again? Imagine having your existing customers transform into loyal Super Fans, who rave about you and your business. You will discover the secrets of creating Super Fans, which is a strategy that is taking average business owners to the top as leaders in their market.

The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.

Companies who define success through business outcomes and put customers at the center of their business realize sustainable, continuous growth. Customer experience is a key driver of technical innovation and business success - Customer Obsessed teaches companies how to leverage it across all levels of their organizations to sustain competitive advantage in the digital era. Customer Obsessed provides a comprehensive road map to help you build a better, more innovative business.

Questo audiolibro si rivolge a imprenditori, dipendenti e responsabili d'azienda che si trovano di fronte a difficoltà di gestione del proprio business - perdita di clienti, calo del profitto, riduzione dei volumi - e all'incapacità di correggere gli errori che hanno portato alla situazione critica. Lo scopo è quello di fornire le migliori tecniche di problem solving utilizzate nelle aziende più fiorenti del mondo, nonché gli strumenti pratici per avviare un percorso di miglioramento che coinvolga tutti i livelli dell'organizzazione, dai più bassi ai più alti.

Discover the secrets of effective customer interaction and watch your business grow. Contact, Care, Communicate contains insights gleaned from over two decades of successful training, research, and consultation in the field of customer service.

What if your customers had a vested interest in guiding your company toward greater success? What if your employees had a personal as well as professional commitment to elevating your organization? Imagine how different your results would be if investors, vendors, and even analysts treasured the relationships they have built with you. Most important...is your company capable of setting aside a bit of its own self-interest to become part of dramatically more rewarding collaborative effort?

Companies that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. The companies that embrace a "more is more" philosophy work harder and go further to ensure that their customers have a positive experience.

Un servicio memorable transforma la indiferencia en preferencia. La experiencia del cliente es la próxima arena competitiva. Por encima del producto y el precio, es el cuidado y la forma como se sienten tratados lo que hace la diferencia. Los clientes no se van, son las compañías las que los dejan ir por prestarles un servicio mediocre. Según estudios, el 68% de los clientes se pierden por la actitud de indiferencia de algún representante de la compañía y 9 de cada 10 pagarían más por una mejor experiencia.

The fundamental relationships among brands, media, and people are being transformed, and just as we try to adapt, along comes a new disruption. Are you and your organization prepared to deal with today's unprecedented speed and scope of technological change? Beyond Advertising provides a business transformation road map for an aspirational future, based on the insights of more than 200 of the world's most forward-thinking executives, innovators, and academics, all grappling with today's unique challenges and opportunities.

Pork dorks. Craftsters. American Girl fans. Despite their different tastes, these eclectic diehards have a lot in common: they're obsessed about a specific brand, product, or category. They pursue their passions with fervor, and they're extremely knowledgeable about the things they love. They aren't average consumers - they're superconsumers. Although small in number, superconsumers can have an outsized impact on a company's bottom line.