C-Suite Network™

Phil M. Jones

Often the decision between a customer choosing you over someone like you is your ability to know exactly what to say, when to say it, and how to make it count. Phil M. Jones has trained more than two million people across five continents and over fifty countries in the lost art of spoken communication. In Exactly What to Say, he delivers the tactics you need to get more of what you want.

Steve Napolitan

Get the proven 3-step process to attract more leads, gain more clients and, most importantly, increase revenue.  This book will show you how the proper art of selling, done with care and appreciation–leads to greater personal and business fulfillment.

No matter what area of business you are in, this will enhance your ability to influence results across all facets of your business; sales, negotiation, leadership, and/or joint business ventures. In this book, you will learn:

  • How to simplify marketing, while maximizing your effort.
  • How to build your business with the right message, so that you capture your perfect client.
  • How to share your business, so you can consistently attract clients.

Jeanne Bliss

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 in every vertical 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 (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers.

1. Manage and Honor Customers as Assets

2. Align Around Experience

3. Build a Customer Listening Path

4. Proactive Experience Reliability and Innovation

5. One Company Accountability, Leadership & Decision Making

Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning.

Daniel Lubetzky

In Do the KIND Thing, author Daniel Lubetzky shares the revolutionary principles that have shaped KIND’s business model and led to its success, while offering an unfiltered and intensely personal look into the mind of a pioneering social entrepreneur. Inspired by his father, who survived the Holocaust thanks to the courageous kindness of strangers, Lubetzky began his career handselling a sun-dried tomato spread made collaboratively by Arabs and Jews in the war-torn Middle East. Despite early setbacks, he never lost his faith in his vision of a “not-only-for-profit” business—one that sold great products and helped to make the world a better place.

While other companies let circumstances force them into choosing between two seemingly incompatible options, people at KIND say “AND.” At its core, this idea is about challenging assumptions and false compromises. It is about not settling for less and being willing to take greater risks, often financial. It is about learning to think boundlessly and critically, and choosing what at first may be the tougher path for later, greater rewards. By using illuminating anecdotes from his own career, and celebrating some past failures through the lessons learned from them, Lubetzky outlines his core tenets for building a successful business and a thriving social enterprise. He explores the value of staying true to your brand, highlights the importance of transparency and communication in the workplace, and explains why good intentions alone won’t sell products.

Ted Rubin

In today’s digital world it’s all too easy for us as brands and individuals to let our relationship-building muscles atrophy. We get caught up in a multitasking whirlwind of emails, social updates and text messages where it’s easy to let a connection or a conversation fall through the cracks. We’re super-connected, yet somehow disconnected at the same time. This puts us at risk of losing the very relationships that help us prosper as companies and people.

In How to Look People in the Eye Digitally, Ted Rubin re-introduces us to the one-on-one communication skills we’ve forgotten in our rush to new technologies. He shows us how we’ve let social and mobile technologies hold us back, and teaches us new ways to use the people skills we already have to stay connected in an authentic, human way. Through anecdotes from his own experiences as a busy, socially connected executive and single dad, plus examples from brands that are getting it right, Ted inspires new ways to build relationships online that truly grow and prosper.

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Robbie Kellman Baxter

In today’s business world, it takes more than a website to stay competitive. The smartest, most successful companies are using radically new membership models, subscription-based formats, and freemium pricing structures to grow their customer base—and explode their market valuation—in the most disruptive shift in business since the Industrial Revolution. This is The Membership Economy from Robbie Kellman Baxter. Written by an expert consultant, this groundbreaking book will show you how to turn ordinary customers into members for life. Learn how to:

  • Turn digital subscriptions into forever sales
  • Build an online community your customers will love
  • Develop new loyalty programs that really pay off
  • Transform freemium users into superusers
  • Create a self-generating revenue stream
  • Keep memberships and profits growing for years to come

Whether you’re a small business with limited resources, an established company using a traditional business model, or a hungry start-up who wants a bigger bang for your buck, this comprehensive guide provides a wealth of membership-building options to suit every need. You’ll learn the best-kept secrets of top industry leaders, from global giants like Am Ex and Weight Watchers to smaller dot-com successes like SurveyMonkey and Pandora. You’ll find proven strategies for creating membership programs for everything from vacation timeshares and car rentals to video streaming and Software-as-a-Service. Most importantly, you’ll discover what works, and what doesn’t, from some of the key players in the new membership economy. It’s not about ownership; it’s about access, options, and freedom. When you join forces with your customers, membership has its rewards—for you, your company, and your continued success.

Don Crawley

Now in its third edition, The Compassionate Geek by Don Crawley, was written by a tech person for tech people. There are no frills, just customer service best practices and ideas that actually work! Filled with practical customer service tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Each chapter includes a reflection and discussion section to help you improve your customer service skills. There are lots of personal stories and examples of mistakes made and lessons learned. This new edition adds an entire chapter on overcoming personal and professional obstacles. All of the information is presented in a straightforward style that you can understand and use right away. There’s nothing foo-foo, just down-to-earth tips and technical support best practices learned from years of working with technical staff and demanding customers and end users.

Peter Shankman

Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls “Zombie Loyalists,” fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue. After all, why should you have to tell the world how amazing you are if you can have your existing customers do it for you? Imagine an army of customers who will do your public relations, marketing and advertising, without being asked, each and every time they give you their money. These are Zombie Loyalists. They are ready to buy what you sell, respond to your email offers and demand that their friends to do the same.

So how do you get this rabid following? There’s been a lot of lip service given to customer loyalty over the past few years, but most companies still don’t realize that a points program or a slew of untargeted emails simply won’t do it. With so many products and platforms to choose from, amazing customer service is the only differentiator that will truly put you ahead of your competition. Looking at exceptional companies like the Ritz Carlton, Commerce Bank, and Starwood Hotels, as well as smaller businesses to turn their customers into Zombie Loyalists, he shows how you can create your own customer army.

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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.

Peter Shankman

The era of authoritarian cowboy CEOs like Jack Welch and Lee Iacocca is over. In an age of increasing transparency and access, it just doesn’t pay to be a jerk—to employees, customers, competitors, or anyone else. In Nice Companies Finish First, Shankman, a pioneer in modern PR, marketing, advertising, social media, and customer service, profiles the famously nice executives, entrepreneurs, and companies that are setting the standard for success in this new collaborative world. He explores the new hallmarks of effective leadership, including loyalty, optimism, humility, and a reverence for customer service, and shows how leaders like Jet Blue’s Dave Needleman, Tony Hsieh of Zappos, Steve Jobs of Apple, Ken Chenault of Amex, Indra Nooyi of Pepsi, and the team behind Patagonia harness these traits to build productive, open, and happy workplaces for the benefit of their employees, themselves, and the bottom line.