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bookcategory: Customer Service

Jay Baer

The difference between helping and selling is just two letters. But those two letters are critically important to your company’s success. If you’re wondering how to get more attention and how to make your products seem more exciting online, you’re asking the wrong question.

You’re not competing for attention only against other, similar products. You’re competing for attention against your customers’ closest friends and family members, and against viral videos and cute puppies. To win in this hyper- competitive environment, you must ask a different question: “How can we help?”

It’s a new approach that cuts through the clutter: marketing that is truly, inherently useful. If you sell something, you make a customer today, but if you genuinely help someone, you create a customer for life. This is Youtility.

Drawing from his experience consulting for more than 700 brands, and rich with case studies and examples, in Youtility Jay Baer provides a groundbreaking recipe for how to use information and helpfulness to transform the relationship between companies and customers.

Youtility is a new marketing framework for the age of information overload.

Christopher Brown

BECOME THE ENVY OF YOUR INDUSTRY WITH A CUSTOMER-CENTRIC CULTURE 

For the first time, this groundbreaking guide unlocks the secrets used by Amazon, Virgin, Apple, Starbucks, and salesforce.com. It creates a guide for success based on three years of scientific study drawing insights from more than 100 businesses to identify seven key factors. When implemented together these factors have been proven to drive superior business performance. Customer culture is as fundamental to business performance as breathing is to living. It is the life force of your business. This applies no matter what your industry sector.

And with the evidence-based methods in this book, you can replicate their success in your business!

The Customer Culture Imperative reveals the key disciplines of customer culture that consistently predict enhanced, sustainable business results. Each one is linked to a particular strategy and drives predictable and measurable improvements in one or more business performance factors–from innovation and customer satisfaction to growth in sales and profits to higher rates of new-product success. It gives you the tools to:

  • – Inspire everyone in the company to embrace a customer-centric culture
  • – Unify efforts across units by creating a “common language” for change
  • – Collect and measure data from your efforts and benchmark your progress
  • – Make change long term so you leave a legacy of an enduring business

 

Creating a customer-centric company takes more than making an investment in the customer service department and systems. It’s about building a culture in which the customer is at the heart of all decisions made within every function and unit. What’s best for the customer is what’s best for business. Make that a part of the DNA of your organization, and you will lead your company to unprecedented success. Guaranteed.

Andy Frawley

A new data-driven approach to building customer relationships that fuel sustainable business growth

Igniting Customer Connections explores how organizations of all sizes can build powerful and profitable customer relationships in a today’s increasingly complex, fast-paced, and fragmented marketplace. Written by the president of one of the world’s largest marketing firms, the book provides expert insights about connecting with customers effectively across all channels and over time. The central premise is a refreshingly different, evidence-based approach called Return On Experience and Engagement, or ROE2, which delivers a new way to inspire and measure customer connections—and improve business results.

The traditional marketing campaign—a battle for attention with a clear launch date and endpoint—no longer works. Marketing is faster and more complex than ever, and consumers now have the power to turn off the message. Igniting Customer Connections explores the benefits of a new approach that enables companies to connect with customers, rather than justtalk at them. Topics include:

  • – Why classic ROI is losing relevance as a way to measure results—and to budget marketing spend
  • – How to make powerful connections by taking full advantage of “atomic moments of truth”
  • – Amplifying the impact of customer experience and engagement
  • – Creating a continuous, measurable, repeatable process for growth

 

The key to winning customers and building long-term business is creating positive customer experiences that inspire ongoing engagement—from Facebook “likes” to purchase decisions. Based on data and stories drawn from dozens of top brands and thousands of consumers, Igniting Customer Connections helps marketers create long-term brand equity and sustainable business growth.

 

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D. Keith Pigues

Do your customers make more money doing business with you? 

Knowing the answer can help you build measurable and valuable customer relationships, outperform the competition, and unlock profitable growth.

Companies are blind to opportunities for profitable customer relationships without a deep understanding of how they create customer value relative to competitors. With a rigorous and measurable understanding of how customers make more money today and in the future with you, combined with supporting plans and tools to align the entire organization for success, a company can win and win big. Winning with Customers offers a step-by-step playbook to help companies develop this capability for themselves, act on it, build a culture around it and sustain it over time. The playbook includes case studies, interviews, and tools from leading B2B companies who have demonstrated success. Written by recognized business thought leaders and practitioners, this book will guide you to profitable growth. The book also serves as a launch point into a community of like-minded executives. Learn more about the book and the author at http://www.dkeithpigues.com and view Keith speaking about the topic. View the endorsements for the book here, and learn more about Keen Strategy: http://www.keenstrategy.com/

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Scott McKain

Inspired by the Ideas and Insight of Taxi Terry…The Best Guide to Customer Service You Will Ever Read

No matter who you are, what you do, where you work, or how much money you make, you can learn a lot from a cab driver–especially when it is Taxi Terry, a successful self-starting entrepreneur who combines passion with effort and skill to create distinction in his job and in his life.

Bestselling author and Hall of Fame speaker Scott McKain was so impressed by Terry’s joyful approach to customer service, he incorporated the driver’s inspiring personal philosophy and uplifting advice into his business speeches at corporate events–with stunning success.

These are the 7 Tenets of Taxi Terry:

  1. 1. Set high expectations–then, exceed them!
  2. 2. Delivering what helps the customer . . . helps you.
  3. 3. Customers are people–so, personalize the experience.
  4. 4. Think logically–then act creatively and consistently.
  5. 5. Make the customer the star of your show!
  6. 6. Help your customers to come back for more.
  7. 7. Creating joy for your customer will make your work–and life–more joyful!

 

If you want to be more than just a job title, Taxi Terry will inspire you to be better at what you do and become the best in your field. You’ll find step-by-step strategies for each of the seven tenets, with actionable solutions that can be applied to an endless range of workplace problems. Also, with a special focus on “internal customers”–the people you rely on every day within your own company–the book addresses one of the most destructive issues in business today: employee disengagement. Using the same techniques that win over customers, you can actively engage coworkers, clients, and colleagues more effectively. In other words, everybody wins.

7 Tenets of Taxi Terry is your road map to an extraordinary journey–full of wonderful encounters and mutually rewarding experiences–that will take you anywhere you want to go.

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Shep Hyken

You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business–in any market and any economy.

Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.

Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools–like ”Ask the extra question” and ”Focus on the customer, not the money”–are simple, clear, useful for almost anybody, and supported with compelling research and stories.

Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

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Adrian Ott

Exponential Influence®:
Designing Digital Habits That Engage Distracted Customers

Everyone knows that repetition forms habits.
But did you know that repetition KILLS Digital Habits?

Digital Habits are powerful and different. They also create a unique competitive advantage for market leaders like Google.

Your customers are more distracted and less loyal than ever in today’s time-starved, always-connected economy.  Digital Habits integrate human neuroscience with the latest technology to gain more traction throughout the customer journey.

This book provides fresh ideas for CMOs, customer experience, strategy, and digital marketing executives who seek to apply the latest marketing and technology approaches to win more business.  You will discover:

  • – Five Triggers based on neuroscience that engage every prospective buyer
  • – How Amazon, Disney, and  Apple put customer loyalty on steroids by designing Digital Habit Ecosystems
  • – Frameworks that help you apply Digital Habit techniques to grow your business and gain competitive advantage.

 

The Exponential Influence® Book Series

Exponential Influence™ is a series of fast-reading books that enable visionary executives to rapidly learn about leading-edge neuroscience, motivation, marketing and technology strategies used in the Silicon Valley and beyond. Filled with practical case studies and ideas, the series helps you to apply the latest techniques to increase your business and personal success.

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