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The Brand Who Cried Wolf is the ultimate handbook for companies and individuals who want to establish and sustain their most powerful, successful brands Instead, The Brand Who Cried Wolf explains that great branding doesn't come from gimmicks or even from good advertising. Great branding begins and ends with exceptional, innovative customer service.

In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t. Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive.

Internet Reputation Management for Businesses is a new book by Guillermo "William" Rivas, co-founder of the first company to offer reputation management to businesses. The book cuts through the clutter and hype of reputation management and helps businesses understand the keys to a successful reputation-management campaign for a healthy social media presence online. This book on Internet reputation management looks into the passion and rewards of a healthy online image.

The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.

Lifelong learning has become a multibillion-dollar business, with more than 60 million adults currently engaged in webinars, webcasts, in-house training, continuing education classes, and more. But it is also an industry in flux, as newcomers topple old-guard organizations that can’t keep pace with the need for instant access to materials and flexible delivery methods, as well as demands for community and connection.

Customization is coming in every industry, for every product. Embrace it or get left behind. Smart brands such as Chipotle, Zazzle, Nike, and Pandora are ditching the outdated 20th century model of a one-size-fits-all approach to providing products and services. From a Netflix movie night to a marriage courtesy of eHarmony, customization is changing every corner of American life and business.

Organizations are forever pouring creative energy into their branding strategies, tweaking their logos and websites, and building identities that range from warm and fuzzy to ultracool and edgy. But many forget that a brand, at its heart, is a promise to deliver results. If your brand experience fails to live up to that promise, customers will take their business elsewhere. Brand Real is a unique business strategy guide for making a brand’s promise stand up at every customer touchpoint.

Good public relations is no longer just icing - it's a strategic imperative more important to your competitive success than even advertising or marketing. This is true whether you're a century-old multibillion-dollar corporation or a penniless startup. In Rethinking Reputation, public relations guru Fraser Seitel and John Doorley, founder of the Academy for Communication Excellence and Leadership at Johnson & Johnson, examine a fascinating new set of case studies.

Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this audiobook takes a novel approach by rooting out the real reasons employees aren’t delivering the service they should.

The small-business guru behind Duct Tape Marketing and The Referral Engine teaches listeners how to establish lasting commitment in their employees, customers, and businesses. Why are some companies able to generate committed, long-term customers while others struggle to stay afloat? Why do the employees of some organizations fully dedicate themselves while others punch the clock without enthusiasm?

The solution in each case was a focus on customer experience, the most powerful - and misunderstood - element of corporate strategy today. Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver. Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew 22 percent.

The Supernova Model is a client service, client acquisition, and practice management model that drives an explosive acceleration in revenue and client satisfaction by capitalizing upon the 80/20 Rule. First implemented by financial advisors at Merrill Lynch - under the leadership of author Rob Knapp - it has grown increasingly popular within the financial services industry.

La soddisfazione del cliente rappresenta l’elemento primario sul quale concentrare lo sforzo complessivo di un'organizzazione...

The Welcomer Edge provides practical recommendations and strategies so that any company - regardless of industry or size - can maximize the quality of its customer service and the quantity of its loyal customers. The principles outlined in The Welcomer Edge are universal for all sales and service environments. It describes four distinct categories of service professionals - the people that will make any customer service/sales function or department a success.

It’s a new era of business and consumerism - and you play a role in defining it.

Today’s biggest trends - the mobile web, social media, real time - have produced a new consumer landscape. The End of Business As Usual explores this complex information revolution, how it has changed the future of business, media, and culture, and what you can do about it. This is the end of business as usual and the beginning of a new era of relevance.

Best-selling authors Chip Bell and John Patterson here describe the new rules for coping with demanding customers in a wired, want-it-now world. Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call “Service Calm”. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application.

Harness the power of games to create extraordinary customer engagement with Game-Based Marketing. Gamification is revolutionizing the web and mobile apps. Innovative startups like Foursquare and Swoopo, growth companies like Gilt and Groupon and established brands like United Airlines and Nike all agree: the most powerful way to create and engage a vibrant community is with game mechanics.

In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth.You also generate a vital metric: your Net Promoter Score.

Customers demystified! The truth and nothing but the truth! Simply the best thinking on how you can move customers to buy... buy more... and keep on buying! This book reveals 50 bite-size, easy-to-use techniques for finding and keeping highly profitable customers.

The 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.