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booktag: customer relationship

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.

Ted Rubin and Kathryn Rose

Return on Relationship™ (ROR), simply put, is the value that is accrued by a person or brand due to nurturing a relationship, whereas ROI is simple dollars and cents. ROR is the value (both perceived and real) that will accrue over time through loyalty, recommendations and sharing, and is used to define and educate companies, brands, and people about the importance of creating authentic connection, interaction, and engagement.

Both Ted Rubin and Kathryn Rose embody the concept of ROR in their work. Ted has been using the term since early 2009 to build awareness around the belief that the true value of brand and personal marketing is in the relationships created. Kathryn also uses relationship skills every day as a sought-after social media and relationship marketing speaker and trainer and CEO of the Social Buzz Club, the world’s first online marketing collaboration network.

Ted and Kathryn truly “walk the talk” every time they tweet, speak at an event or interact with the social media community. Both are shining examples of how building relationships adds value to the way we do business today.

Keith Ferrazzi

The bestselling business classic on the power of relationships, updated with in-depth  advice for making connections in the digital world.

Do you want to get ahead in life? Climb the ladder to personal success?

The secret, master networker Keith Ferrazzi claims, is in reaching out to other people. As Ferrazzi discovered in early life, what distinguishes highly successful people from everyone else is the way they use the power of relationships—so that everyone wins.

In Never Eat Alone, Ferrazzi lays out the specific steps—and inner mindset—he uses to reach out to connect with the thousands of colleagues, friends, and associates on his contacts list, people he has helped and who have helped him. And in the time since Never Eat Alone was published in 2005, the rise of social media and new, collaborative management styles have only made Ferrazzi’s advice more essential for anyone hoping to get ahead in business.

The son of a small-town steelworker and a cleaning lady, Ferrazzi first used his remarkable ability to connect with others to pave the way to Yale, a Harvard M.B.A., and several top executive posts. Not yet out of his thirties, he developed a network of relationships that stretched from Washington’s corridors of power to Hollywood’s A-list, leading to him being named one of Crain’s 40 Under 40 and selected as a Global Leader for Tomorrow by the Davos World Economic Forum.

Ferrazzi’s form of connecting to the world around him is based on generosity, helping friends connect with other friends. Ferrazzi distinguishes genuine relationship-building from the crude, desperate glad-handing usually associated with “networking.” He then distills his system of reaching out to people into practical, proven principles. Among them:

  • – Don’t keep score: It’s never simply about getting what you want. It’s about getting what you want and making sure that the people who are important to you get what they want, too.
  • – “Ping” constantly: The ins and outs of reaching out to those in your circle of contacts all the time—not just when you need something.
  • – Never Eat Alone: The dynamics of status are the same whether you’re working at a corporation or attending a social event—“invisibility” is a fate worse than failure.
  • – Become the “King of Content”: How to use social media sites like LinkedIn, Twitter, and Facebook to make meaningful connections, spark engagement, and curate a network of people who can help you with your interests and goals.

 

In the course of this book, Ferrazzi outlines the timeless strategies shared by the world’s most connected individuals, from Winston Churchill to Bill Clinton, Vernon Jordan to the Dalai Lama.

Chock-full of specific advice on handling rejection, getting past gatekeepers, becoming a “conference commando,” and more, this new edition of Never Eat Alone will remain a classic alongside alongside How to Win Friends and Influence People for years to come.

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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