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A customer experience roadmap to transform your business and culture.
Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses around the world. And it will take years off your learning curve.
Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the customer leadership executive, this book follows the...
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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 relationship 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...
3) Lucky stiff
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After a truck spills a million honeybees on the Las Vegas Strip, hotel customer relations head Lucky O'Toole discovers that a prominent district attorney has been murdered during the ensuing chaos and that private investigator Jeremy Whitlock is being unfairly scrutinized.
4) Likeonomics: the unexpected truth behind earning trust, influencing behavior, and inspiring action
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Envisioning a world where personal relationships, likeability, honesty, and simplicity are behind mergers and product sales, presents real-world case studies of brands and individuals that have successfully used these principles.
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How do you grow a truly sustainable business in the hypercompetitive 21st century? By using the practical, psychology-based strategies in this book to dive into the mind of your customer and enhance your business's customer experience by creating "buying loops" that keep your customers coming back for more. The Customer Loyalty Loop includes proven, science-backed secrets for building legions of loyal customers who will become evangelists for your...
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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...
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A young woman plunges from a Las Vegas sightseeing helicopter, landing in the pirates' lagoon in front of the Treasure Island Hotel in the middle of the 8:30 p.m. pirate show. Everyone writes her off as another Vegas victim, except Lucky O'Toole. As head of Customer Relations at Babylon megacasino and resort, she's got a lot on her plate, but she can't resist getting involved in this one.
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The Secret to Taking Your Business from Mediocre to Meaningfully Different?
Thinking like a marketer. It's also the secret to moving your organization from status quo to success story, and from busy to profitable. In an easy-to-read, practical new guidebook, acclaimed marketing expert Kate Colbert offers fresh insights into the actions and attitudes that can accelerate your business success, sharpen your daily work, and balance your efforts to create...
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Everything equal, customers choose whether they will return based on the feeling they get, when interacting with your brand. Research reveals that a high number of customers will go through the trouble of switching brands due to a bad customer experience. Great businesses know how to make a customer feel seen, understood, and valued. Those satisfied customers trust you more and come back-and they tell their friends.
Backed by plenty of on-the-ground...
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Nobody likes cold calls. And nobody really needs to make them. The Referral of a Lifetime teaches a step-by-step system that will allow anyone to generate a steady stream of new business through consistent referrals from existing customers and friends and, at the same time, maximize business with existing customers. Through an entertaining fictional story, Tim Templeton emphasizes the importance of applying the Golden Rule in business-building an...
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Can serving others be addictive? If so, who's the one that's addicted? The customer or the service provider? This book will show how the service provider can transform their routine from a JOB to a passion and addiction. This handbook is designed to be a quick read with easy-to-understand principles and practical suggestions for elevating their service to gold standard levels. Whether the reader is new to providing customer service OR they are an...
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From international bestselling author Ken Blanchard… Your competitive edge in today's business environment is all about the power of loyalty. So if you want to succeed, it's time to think outside the box of traditional customer service. The Simple Truths of Service is an inspiring true story about Johnny, a very special young man whose creative choices will spark the way your company approaches their clients. By putting his own personal mark on...
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Jamey Stegmaier raised $1 million in funding, engaged thousands of enthusiastic supporters, founded a successful board game company, and has established him as a leading expert on crowdfunding. Stegmaier argues that crowdfunding is more than simply a new way to raise money it's a new way to do business. Crowdfunding enables you to create a loyal community before you even have a product, a community that will continue to support your efforts in a variety...
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Each of us sees more than 5,000 marketing messages every day. In such a crowded marketplace, brands are scrambling to find new ways to cut through the clutter to reach consumers. With such intense competition, it's critical to stand apart beyond service and price.
Conversation Marketing will help you connect your brands, not just to the minds of your consumers, but to their hearts. Slick slogans and catchy ads may still work in some instances, but...
16) Painted Baby
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Painting a picture of perfection prevents true connection.
Every business leader has a dirty little secret tucked away, never dreaming they would share it with anyone, let alone prospective clients. But revealing it tells an important story and lays the groundwork for genuine connections between you, your clients, and those you serve. It inspires others, showing them that honesty is a priority and accountability is unconditional.
Revealing this...
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