Thursday, January 31, 2013

Be Our Guest (Revised and Updated Edition): Perfecting the Art of Customer Service

Be Our Guest (Revised and Updated Edition)
Be Our Guest (Revised and Updated Edition): Perfecting the Art of Customer Service
The Disney Institute (Author), Theodore Kinni (Author)
4.8 out of 5 stars(11)

New!: $24.95 $16.47 (as of 01/31/2013 21:14 PST)
47 Used! | New! from $13.00 (as of 01/31/2013 21:14 PST)

Customer Service

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations. 

  • Rank: #5366 in Books
  • Published on: 2011-11-08
  • Released on: 2011-11-08
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.25" h x .91" w x 6.22" l, 1.00 pounds
  • Binding: Hardcover
  • 224 pages

Return on Relationship

Return on
Return on Relationship
by Kathryn Rose, Ted Rubin
4.8 out of 5 stars(4)

New!: $10.99 $7.91 (as of 01/31/2013 10:13 PST)
15 Used! | New! from $6.87 (as of 01/31/2013 10:13 PST)

Customer Service

In the connection economy, trust and relationships are the new currency. It's not a soft thing you do in your spare time, it's the heart and soul of your business.
--Seth Godin, Author of Tribes

  • Rank: #44837 in Books
  • Published on: 2013-01-29
  • Original language: English
  • Number of items: 1
  • Binding: Paperback
  • 136 pages

Wednesday, January 30, 2013

The Ten Principles Behind Great Customer Experiences (Financial Times Series)

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The Ten
The Ten Principles Behind Great Customer Experiences (Financial Times Series)
by Matt Watkinson

New!: $29.99 $19.39 (as of 01/30/2013 23:02 PST)
22 Used! | New! from $17.19 (as of 01/30/2013 23:02 PST)

Customer Service

Create a great customer experience whoever you are.

 

Customers are powerful. They have a loud voice, a wealth of choice and their expectations are higher than ever.

 

This book covers ten principles you can use to make real world improvements to your customers’ experiences, whatever your business does and whoever you are.

 

For managers, leaders and those starting a new business, the book shows that making improvements customers will appreciate doesn’t need to be complicated or cost a fortune.

 

  • Rank: #219970 in Books
  • Published on: 2013-01-24
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.21" h x .59" w x 6.18" l, 1.03 pounds
  • Binding: Paperback
  • 240 pages

Friday, January 18, 2013

Wired and Dangerous: How Your Customers Have Changed and What to Do About It

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Wired and Dangerous
Wired and Dangerous: How Your Customers Have Changed and What to Do About It
by Chip R Bell and John R. Patterson

New!: $24.99 (as of 01/18/2013 12:50 PST)
13 Used! | New! from $21.31 (as of 01/18/2013 12:50 PST)

Customer Service

In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain - they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a company s customer service doesn t adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what today s customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call \u201cService Calm\u201d. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.

  • Rank: #547345 in Books
  • Published on: 2012-12-28
  • Format: Large Print
  • Original language: English
  • Number of items: 1
  • Dimensions: 10.00" h x .83" w x 7.01" l, 1.56 pounds
  • Binding: Paperback
  • 368 pages

Thursday, January 17, 2013

Overcoming the Customer Service Syndrome: How to Achieve AND Sustain High Customer Satisfaction

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Overcoming the Customer Service Syndrome
Overcoming the Customer Service Syndrome: How to Achieve AND Sustain High Customer Satisfaction
by COLLINS GALEN R, COLLINS ANN E

New!: $45.00 $43.20 (as of 01/17/2013 19:47 PST)
17 Used! | New! from $40.00 (as of 01/17/2013 19:47 PST)

Customer Service
  • Rank: #464989 in Books
  • Published on: 2013-01-10
  • Original language: English
  • Binding: Paperback
  • 136 pages

The Apple Experience: Secrets to Building Insanely Great Customer Loyalty (ENHANCED EBOOK)

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The Apple Experience
The Apple Experience: Secrets to Building Insanely Great Customer Loyalty (ENHANCED EBOOK)
Carmine Gallo (Author)

Download: $15.40 (as of 01/17/2013 02:00 PST)

Customer Service

Wednesday, January 16, 2013

Becoming Preferred

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Becoming Preferred
Becoming Preferred
Michael Vickers (Author)
4.0 out of 5 stars(2)

Download: $9.99 (as of 01/16/2013 08:30 PST)

Customer Service

Tuesday, January 15, 2013

Hospitality from the Heart: Engage Your Employees, Deliver Extraordinary Service, and Create Loyal Guests

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Hospitality from the Heart
Hospitality from the Heart: Engage Your Employees, Deliver Extraordinary Service, and Create Loyal Guests
by Brandon W. Johnson, Katherine Foley Roden

New!: $25.00 (as of 01/15/2013 21:46 PST)

Customer Service

You may serve great food. You may have a beautiful building and grounds. You may have the hippest decor. You may have all of the newest technology wants and needs.

In today's world, though, that's not enough. Because it's not just about all of those things or whether your marketing efforts bring customers to your place of business. It's about whether your hospitality will bring your guests back.

Hospitality from the Hear--Part I is an inspiring fable featuring the likable but burned-out and misguided Jim Watts. Jim has the experience and the work ethic that industry professionals admire and believe lead to success, but Jim still feels as if he is missing some­thing. After finding himself and his wife at the quaint Gottschalk Inn for an unplanned weekend, that missing piece begins to appear and he learns the invaluable lessons of customer service, hospitality, and HEART.

Hospitality from the Heart--Part II is where the lessons of the story meet the real world. It is a step-by-step guide for you to apply the principles of HEART into your organization and life.

The result? Improved employee engagement, better morale, extraordinary service, greater customer loyalty, and increased profits. And best of all? A better place to work for your team and for you.

  • Rank: #210627 in Books
  • Published on: 2013-02-01
  • Original language: English
  • Number of items: 1
  • Binding: Hardcover
  • 152 pages

The Loyalty Myth

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The Loyalty
The Loyalty Myth
by Clive Humby, Edwina Dunn

New!: $29.95 $19.77 (as of 01/15/2013 11:38 PST)

Customer Service

Loyalty is a much-abused word in marketing. While many companies achieve that much-vaunted goal of customer loyalty, the vast majority of brands do not engender true loyalty among their customers.

There are exceptions, such as sports teams and their ardent supporters. Some brands like Harley Davidson even define an entire lifestyle, and truly innovative brands such as Apple also inspire real fans who await their latest offering. But for the most part, customers make rational decisions based on their needs, wants and desires and "customer loyalty" is incredibly rare.

Following up on the international success of Scoring Points -the real-life story of how the Tesco loyalty Clubcard was conceived, launched and developed-Clive Humby and co-author Edwina Dunn now move to a multi-brand story which includes insights from work with Kroger, Macy's, Monoprix, Tesco and Tesco International, Metro and others. The book touches on many aspects of customer loyalty and relationship management including: knowing customers and understanding their "retail DNA", engaging with customers, creating a great shopping experience, relevant marketing, meaningful innovation and being loyal to customers.

Engaging and insightful, The Loyalty Myth proves, through the results of these highly successful global brands, that truly understanding customers and putting them first is the key to sustained business success for retailers, manufacturers, suppliers and brand owners. Dunn and Humby's is a new concept of loyalty - the loyalty of companies to the idea of putting the customer first. Success-they say-is about using the data to make your business as relevant as possible to your customers.

  • Rank: #229787 in Books
  • Published on: 2013-01-28
  • Original language: English
  • Number of items: 1
  • Dimensions: .0" h x .0" w x .0" l, .0 pounds
  • Binding: Hardcover
  • 272 pages

Daily Actions for Superstar Service

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Daily Actions
Daily Actions for Superstar Service
Ann Ward (Author), Cara Stein (Editor)

Download: $5.99 (as of 01/15/2013 01:35 PST)

Customer Service

This book contains the daily techniques and inspiration needed to be an excellent customer service provider, consistently.
Other books will share models and philosophies, but this one is easy to use, fun, thought provoking and practical.
You'll want to leave it on your desk and refer to it daily!

  • Rank: #141536 in eBooks
  • Published on: 2013-01-01
  • Released on: 2013-01-01
  • Format: Kindle eBook
  • Number of items: 1

Monday, January 14, 2013

The Commitment Engine: Making Work Worth It

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The Commitment Engine
The Commitment Engine: Making Work Worth It
by John Jantsch, Gildan Author
4.9 out of 5 stars(12)

New!: $29.98 $19.79 (as of 01/14/2013 15:34 PST)

Customer Service

Why are some companies able to continuously create committed fans and customers-the kind who are more than willing to pay a premium to be part of the brand-while others struggle to create a presence in the market?

Why do the employees of some organizations fully dedicate themselves to the enterprise, while others punch the clock with mild disinterest?

How is it that one service can acquire millions of free trial users, but fail to convert any of them to premium paid subscriptions, while another similar service attracts and converts loyal paid subscribers and viral advocates at bankable rates?

By studying the ins-and-outs of companies that have endured extraordinary devotion from their customers, Jantsch reveals the systemic path to genuine commitment, for employees and consumers alike. Jantsch shows that people commit to companies, products and stories that they understand and believe in; the companies that understand this reality focus their marketing strategies around the purpose of their product instead of the product itself.

Jantsch has put together a list of characteristics and strategies integral to achieving high levels of commitment that can be found in any company that boasts loyal employees and customers.

As a follow-up to The Referral Engine, this is about more than just establishing leads-it's about keeping them for life.

  • Rank: #95249 in Books
  • Published on: 2013-01-15
  • Released on: 2013-01-15
  • Formats: Audiobook, Unabridged
  • Original language: English
  • Number of items: 6
  • Running time: 390 minutes
  • Binding: Audio CD

Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees

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Disney U
Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees
by Doug Lipp

New!: $27.00 $14.64 (as of 01/14/2013 05:11 PST)

Customer Service

Leadership lessons from the iconic brand you can use to drive Disney-style success

In helping Walt Disney create “The Happiest Place on Earth,” Van France and his team started a business revolution in 1955 that eventually became the Disney University—the employee training and development program that powers one of the most famous brands on earth.

Disney U examines how Van France's timeless company values and leadership expertise have turned into a training and development dynasty: the Disney U. The book reveals the heart of the Disney Culture and describes the company's values and operational philosophies that support the world-famous Disney brand.

Doug Lipp is an internationally acclaimed expert on customer service, leadership, change management and global competitiveness, specializing in the lessons he learned at the Disney U.

  • Rank: #235742 in Books
  • Published on: 2013-03-29
  • Original language: English
  • Number of items: 1
  • Dimensions: .0" h x .0" w x .0" l, .0 pounds
  • Binding: Hardcover
  • 256 pages

Sunday, January 13, 2013

Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It

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Service Failure
Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It
by Jeff Toister (Author), Walter Dixon (Narrator)
5.0 out of 5 stars(2)

New!: $20.99 $17.95 (as of 01/13/2013 19:32 PST)

Customer Service

Social CRM For Dummies (For Dummies (Business & Personal Finance))

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Social CRM
Social CRM For Dummies (For Dummies (Business & Personal Finance))
by Kyle Lacy, Stephanie Diamond, Jon Ferrara

New!: $24.99 $16.49 (as of 01/13/2013 08:51 PST)
33 Used! | New! from $13.04 (as of 01/13/2013 08:51 PST)

Customer Service

Discover great ways to engage your customers through the social web

Social CRM is an evolving tool to help you engage your customers, interact with them, and develop deeper relationships. This handy guide teaches you how to make the most of it, whether your business is a small shop or a large corporation. In a friendly, easy-to-understand style, it explains how you can create new marketing communications and develop smart, applicable content that produces results from your online community. You'll learn to use data to drive results, create social Key Performance Indicators for different business units, and a great deal more.

  • Today's consumer uses technology to select relationships with companies; this book teaches business owners how to use social CRM to create relationships that customers want to maintain
  • Explains how to integrate social media into your CRM mix
  • Shows how to use data and information gathered through social sites
  • Helps you develop social KPIs and create content that gets results from your online community

Social CRM For Dummies helps businesses large and small use social media to develop and maintain productive customer relationships.

  • Rank: #204087 in Books
  • Published on: 2013-01-04
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.06" h x .79" w x 7.36" l, 1.16 pounds
  • Binding: Paperback
  • 360 pages

Saturday, January 12, 2013

The Professional's Guide to Business Development: How to win business in the professional services

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The Professional's Guide to Business Development
The Professional's Guide to Business Development: How to win business in the professional services
by Stephen Newton

New!: $55.00 $46.79 (as of 01/12/2013 23:07 PST)
21 Used! | New! from $39.12 (as of 01/12/2013 23:07 PST)

Customer Service


When buying professional services, most clients will assume expert competence in the field. They are therefore not hiring a consultant, a lawyer, an insurance broker, an accountant or a financial adviser mainly on the basis of their expertise, but on factors such as price, and trust. To minimize the issue of price, professional firms need to ensure that the benefits of working with them are clear. They must identify the right prospects in the first place, and move from transactional relationships toward partnership ones. 

In this book, consultant Stephen Newton offers a repeatable and scalable methodology to develop these partnerships between professional services providers and their clients. The Professional's Guide to Business Development will enable professional services firms to: 

-Increase their hit rate in winning new clients and retaining existing ones 
-Qualify customers so that they are able to work selectively 
-Understand what drives clients at a deep emotional level (where decisions are taken) 
-Articulate in language that resonates with the individual client the value that they deliver 
-Move their relationships towards business partnerships rather than transactional interactions 

A companion website includes downloadable resources.

  • Rank: #366168 in Books
  • Published on: 2012-12-28
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.21" h x .43" w x 6.18" l, .67 pounds
  • Binding: Paperback
  • 184 pages

The Loyalty Leap: Turning Customer Information into Customer Intimacy

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The Loyalty Leap
The Loyalty Leap: Turning Customer Information into Customer Intimacy
by Bryan Pearson
4.4 out of 5 stars(12)

New!: $25.95 $16.01 (as of 01/12/2013 13:15 PST)
137 Used! | New! from $0.01 (as of 01/12/2013 13:15 PST)

Customer Service

Custom Nation: Why Customization Is the Future of Business and How to Profit From It

Buy on the merchant's on-line shopping and browse reviews. If you're attempting to seek out Custom Nation: Why Customization Is the Future of Business and How to Profit From It with discount value. This is the most effective price for you. Where you could find these item is by on-line searching stores? Read the review on Custom Nation: Why Customization Is the Future of Business and How to Profit From It Now, it's special price. Thus don't lose it.

Custom Nation
Custom Nation: Why Customization Is the Future of Business and How to Profit From It
by Anthony Flynn (Author), Emily Flynn Vencat (Author), Tori Kamal (Narrator)
4.9 out of 5 stars(72)

New!: $19.95 $17.95 (as of 01/12/2013 02:39 PST)

Customer Service

Friday, January 11, 2013

Brand Real: How Smart Companies Live Their Brand Promise and Inspire Fierce Customer Loyalty

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Brand Real
Brand Real: How Smart Companies Live Their Brand Promise and Inspire Fierce Customer Loyalty
by Laurence Vincent (Author), Joe Geoffrey (Narrator)
4.0 out of 5 stars(4)

New!: $20.99 $17.95 (as of 01/11/2013 16:25 PST)

Customer Service

The Referral Engine: Teaching Your Business to Market Itself

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The Referral Engine
The Referral Engine: Teaching Your Business to Market Itself
by John Jantsch (Author, Narrator)
4.5 out of 5 stars(67)

New!: $26.44 $22.95 (as of 01/11/2013 06:19 PST)

Customer Service

Thursday, January 10, 2013

The Thank You Economy

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The Thank
The Thank You Economy
by Gary Vaynerchuk
4.5 out of 5 stars(132)

New!: $24.99 $15.27 (as of 01/10/2013 21:06 PST)
133 Used! | New! from $7.98 (as of 01/10/2013 21:06 PST)

Customer Service

If this were 1923, this book would have been called "Why Radio Is Going to Change the Game" . . .

If it were 1995, it would be "Why Amazon Is Going to Take Over the Retailing World" . . .

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. The Internet, where The Thank You Economy was born, has given consumers back their voice, and the tremendous power of their opinions via social media means that companies and brands have to compete on a whole different level than they used to.

Gone are the days when a blizzard of marketing dollars could be used to overwhelm the airwaves, shut out the competition, and grab customer awareness. Now customers' demands for authenticity, originality, creativity, honesty, and good intent have made it necessary for companies and brands to revert to a level of customer service rarely seen since our great-grandparents' day, when business owners often knew their customers personally, and gave them individual attention.

Here renowned entrepreneur Gary Vaynerchuk reveals how companies big and small can scale that kind of personal, one-on-one attention to their entire customer base, no matter how large, using the same social media platforms that carry consumer word of mouth. The Thank You Economy offers compelling, data-driven evidence that we have entered into an entirely new business era, one in which the companies that see the biggest returns won't be the ones that can throw the most money at an advertising campaign, but will be those that can prove they care about their customers more than anyone else. The businesses and brands that harness the word-of-mouth power from social media, those that can shift their culture to be more customer-aware and fan-friendly, will pull away from the pack and profit in today's markets.

Filled with Vaynerchuk's irrepressible candor and wit, as well as real-world examples of companies that are profiting by putting Thank You Economy principles into practice, The Thank You Economy reveals how businesses can harness all the changes and challenges inherent in social media and turn them into tremendous opportunities for profit and growth.

  • Rank: #5533 in Books
  • Published on: 2011-03-08
  • Released on: 2011-03-08
  • Original language: English
  • Number of items: 1
  • Dimensions: 5.51" h x .94" w x 8.27" l, .81 pounds
  • Binding: Hardcover
  • 256 pages