Try free for 30 days
-
A Complaint Is a Gift, 3rd Edition
- How to Learn from Critical Feedback and Recover Customer Loyalty
- Narrated by: Anna Crowe
- Length: 6 hrs and 28 mins
Failed to add items
Add to basket failed.
Add to Wish List failed.
Remove from Wish List failed.
Follow podcast failed
Unfollow podcast failed
Buy Now for $22.99
No valid payment method on file.
We are sorry. We are not allowed to sell this product with the selected payment method
Listeners also picked
-
Uncopyable
- How to Create an Unfair Advantage over Your Competition
- By: Steve Miller
- Narrated by: Jeff Moon
- Length: 4 hrs and 32 mins
- Unabridged
-
Overall
-
Performance
-
Story
What separates average businesses from extraordinarily successful ones? Better product? Nope. Your competitor will rapidly reverse-engineer your "secret sauce" and get their "better-than-you" version on the market faster than you can say "Usain Bolt". Better customer service? Guess what? All of your competitors say they provide the best customer service. It's a wishy washy phrase...a vague generality with no meaningful specific. Better pricing? You're kidding, right? The company that lives on price dies on price.
-
Positive Chaos
- Transform Crisis into Clarity and Advantage
- By: Dan Thurmon
- Narrated by: Dan Thurmon
- Length: 8 hrs and 33 mins
- Unabridged
-
Overall
-
Performance
-
Story
When you are facing exponential change or uncertainty at work or at home, it can seem unique to you and overwhelming, but the truth about chaos is that it isn’t personal, and it doesn’t have to be negative. In Positive Chaos, award-winning keynote speaker, author, and executive coach Dan Thurmon helps you better understand the true nature of chaos, including the positive aspects that you can harness to learn, grow, and excel.
-
The Unsold Mindset
- Redefining What It Means to Sell
- By: Colin Coggins, Garrett Brown
- Narrated by: Colin Coggins, Garrett Brown
- Length: 7 hrs and 13 mins
- Unabridged
-
Overall
-
Performance
-
Story
The Unsold Mindset reveals a counterintuitive approach not just to selling but to life. It’s a journey toward an entirely new mindset—the greatest sellers on the planet aren’t successful because of what they do, they’re successful because of what they think. Being a good person and a good salesperson aren’t mutually exclusive. The Unsold Mindset will change the way you think about selling and the way you think about yourself.
-
Winning on Purpose
- The Unbeatable Strategy of Loving Customers
- By: Fred Reichheld, Darci Darnell, Maureen Burns
- Narrated by: Walter Dixon
- Length: 8 hrs and 37 mins
- Unabridged
-
Overall
-
Performance
-
Story
Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Created by author and loyalty guru Fred Reichheld, companies across the spectrum have adopted it - from industrial giants such as Mercedes-Benz and Cummins Engine to Silicon Valley sweethearts such as Apple and Google to digital innovators like Warby Parker and Peloton.
-
-
Great content and well structured
- By Anonymous User on 15-08-2022
-
The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- By: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrated by: Matthew Dixon, Nick Toman, Rick DeLisi
- Length: 6 hrs and 37 mins
- Unabridged
-
Overall
-
Performance
-
Story
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
-
Define and Deliver Exceptional Customer Service
- Proven Strategies to Maximize Your Profits
- By: Dr. Kelly Henry
- Narrated by: Millian Quinteros
- Length: 2 hrs and 48 mins
- Unabridged
-
Overall
-
Performance
-
Story
This book is not just about customer service. This is a book about success! It's about how to run and sustain a successful business. This book is not only for the companies that are struggling and are on the brink of closing; it is also for the successful companies that are doing well but could be doing even better.
-
Uncopyable
- How to Create an Unfair Advantage over Your Competition
- By: Steve Miller
- Narrated by: Jeff Moon
- Length: 4 hrs and 32 mins
- Unabridged
-
Overall
-
Performance
-
Story
What separates average businesses from extraordinarily successful ones? Better product? Nope. Your competitor will rapidly reverse-engineer your "secret sauce" and get their "better-than-you" version on the market faster than you can say "Usain Bolt". Better customer service? Guess what? All of your competitors say they provide the best customer service. It's a wishy washy phrase...a vague generality with no meaningful specific. Better pricing? You're kidding, right? The company that lives on price dies on price.
-
Positive Chaos
- Transform Crisis into Clarity and Advantage
- By: Dan Thurmon
- Narrated by: Dan Thurmon
- Length: 8 hrs and 33 mins
- Unabridged
-
Overall
-
Performance
-
Story
When you are facing exponential change or uncertainty at work or at home, it can seem unique to you and overwhelming, but the truth about chaos is that it isn’t personal, and it doesn’t have to be negative. In Positive Chaos, award-winning keynote speaker, author, and executive coach Dan Thurmon helps you better understand the true nature of chaos, including the positive aspects that you can harness to learn, grow, and excel.
-
The Unsold Mindset
- Redefining What It Means to Sell
- By: Colin Coggins, Garrett Brown
- Narrated by: Colin Coggins, Garrett Brown
- Length: 7 hrs and 13 mins
- Unabridged
-
Overall
-
Performance
-
Story
The Unsold Mindset reveals a counterintuitive approach not just to selling but to life. It’s a journey toward an entirely new mindset—the greatest sellers on the planet aren’t successful because of what they do, they’re successful because of what they think. Being a good person and a good salesperson aren’t mutually exclusive. The Unsold Mindset will change the way you think about selling and the way you think about yourself.
-
Winning on Purpose
- The Unbeatable Strategy of Loving Customers
- By: Fred Reichheld, Darci Darnell, Maureen Burns
- Narrated by: Walter Dixon
- Length: 8 hrs and 37 mins
- Unabridged
-
Overall
-
Performance
-
Story
Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Created by author and loyalty guru Fred Reichheld, companies across the spectrum have adopted it - from industrial giants such as Mercedes-Benz and Cummins Engine to Silicon Valley sweethearts such as Apple and Google to digital innovators like Warby Parker and Peloton.
-
-
Great content and well structured
- By Anonymous User on 15-08-2022
-
The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- By: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrated by: Matthew Dixon, Nick Toman, Rick DeLisi
- Length: 6 hrs and 37 mins
- Unabridged
-
Overall
-
Performance
-
Story
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
-
Define and Deliver Exceptional Customer Service
- Proven Strategies to Maximize Your Profits
- By: Dr. Kelly Henry
- Narrated by: Millian Quinteros
- Length: 2 hrs and 48 mins
- Unabridged
-
Overall
-
Performance
-
Story
This book is not just about customer service. This is a book about success! It's about how to run and sustain a successful business. This book is not only for the companies that are struggling and are on the brink of closing; it is also for the successful companies that are doing well but could be doing even better.
-
Never Lose an Employee Again
- The Simple Path to Remarkable Retention
- By: Joey Coleman
- Narrated by: Joey Coleman
- Length: 9 hrs and 36 mins
- Unabridged
-
Overall
-
Performance
-
Story
If keeping employees is a challenge for you, Never Lose an Employee Again offers a proven framework for increasing retention, engagement, and in the process, profits. Joey Coleman, one of the world's leading experts on employee experience, reveals practical strategies that will teach you exactly how to recruit top talent, bring them onboard successfully, and keep them engaged while they produce remarkable results for years to come.
-
Creating Superfans
- How to Turn Your Customers into Lifelong Advocates
- By: Brittany Hodak
- Narrated by: Brittany Hodak
- Length: 6 hrs and 7 mins
- Unabridged
-
Overall
-
Performance
-
Story
In Creating Superfans, award-winning entrepreneur and keynote speaker Brittany Hodak shares a powerful framework for transforming your business from a commodity into a category of one.
-
The Power of Scarcity
- Leveraging Urgency and Demand to Influence Customer Decisions
- By: Dr. Mindy Weinstein
- Narrated by: Karen Ruth Johnston
- Length: 6 hrs and 20 mins
- Unabridged
-
Overall
-
Performance
-
Story
Scarcity isn't just one of the key principles of influence, it's arguably the most powerful—invoking the kind of primal instincts that were essential to our ancestors' survival. It's also the explanation for why, in the mid-1990's, $29.99 Tickle-Me-Elmo dolls were being scalped for $7,000 apiece. In The Power of Scarcity, Dr. Mindy Weinstein leverages her deep expertise in both marketing and psychology to reveal how this influence principle can be used to boost sales, win negotiations, spark action, develop community, build customer loyalty, and more.
-
Belonging to the Brand
- Why Community Is the Last Great Marketing Strategy
- By: Mark Schaefer
- Narrated by: Mark Schaefer
- Length: 5 hrs and 25 mins
- Unabridged
-
Overall
-
Performance
-
Story
Bestselling author and futurist Mark Schaefer explains why community is a vastly overlooked marketing opportunity for most organizations. He explains how three major trends are colliding in a way that makes brand communities the future of marketing strategy.
-
-
Schaefer hits it out of the park again
- By Anonymous User on 14-02-2023
-
I'll Be Back: How to Get Customers to Come Back Again & Again
- By: Shep Hyken
- Narrated by: Shep Hyken
- Length: 4 hrs and 42 mins
- Unabridged
-
Overall
-
Performance
-
Story
How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers. Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job.
-
The Customer of the Future
- 10 Guiding Principles for Winning Tomorrow's Business
- By: Blake Morgan
- Narrated by: Lisa Larsen
- Length: 6 hrs and 38 mins
- Unabridged
-
Overall
-
Performance
-
Story
With emerging technology transforming customer expectations, it’s more important than ever to keep a laser focus on the experience companies provide their customers. In The Customer of the Future, customer experience futurist Blake Morgan outlines 10 easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective.
-
The Experience Maker
- How to Create Remarkable Experiences That Your Customers Can’t Wait to Share
- By: Dan Gingiss
- Narrated by: Dan Gingiss
- Length: 5 hrs and 33 mins
- Unabridged
-
Overall
-
Performance
-
Story
Competition is tougher than ever these days and competing on price or product just doesn’t work as well anymore. So how can companies stand out in a crowded marketplace that is constantly evolving? The answer is customer experience, and the best part about customer experience is that it's delivered by human beings who are unique to a company. The Experience Maker helps managers and executives focus on customers who are already spending money with their company rather than spending more money on marketing new customers.
-
It’s All About CEX!
- The Essential Guide to Customer and Employee Experience
- By: Jason S. Bradshaw
- Narrated by: Jason S. Bradshaw
- Length: 3 hrs and 9 mins
- Unabridged
-
Overall
-
Performance
-
Story
Of all the things that can make or break your business, the most critical is experience. Great experiences inspire customers and employees to advocate for you, while bad ones do the opposite. It sounds obvious, but so many companies fail because they don’t think this essential factor is important to their bottom line. It’s All About CEX! breaks experience down into its core components - success, ease, and connection - and shows you how to get the most mileage out of each one.
-
Simple Truths of Leadership
- 52 Ways to Be a Servant Leader and Build Trust
- By: Ken Blanchard, Randy Conley
- Narrated by: Jeff Hoyt
- Length: 1 hr and 56 mins
- Unabridged
-
Overall
-
Performance
-
Story
Effective leadership comes down to implementing everyday, common-sense practices to help organizations thrive - and yet so many leaders are still missing these fundamental principles from their personal and professional lives. Renowned business experts Ken Blanchard and Randy Conley disclose the simple truths about leadership they have gathered over their long and distinguished careers to help bring common sense into common practice.
-
The Seven Pillars of Customer Success
- A Proven Framework to Drive Impactful Client Outcomes for Your Company
- By: Wayne McCulloch
- Narrated by: Nick Hardcastle
- Length: 8 hrs and 6 mins
- Unabridged
-
Overall
-
Performance
-
Story
Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.
-
10x Is Easier than 2x
- How World-Class Entrepreneurs Achieve More by Doing Less
- By: Dan Sullivan, Dr. Benjamin Hardy
- Narrated by: Dan Sullivan, Dr. Benjamin Hardy
- Length: 9 hrs and 58 mins
- Unabridged
-
Overall
-
Performance
-
Story
Dan Sullivan, the world's leading coach for highly successful entrepreneurs, wants you to know that achieving 10X growth is exponentially easier than striving for 2X growth. Most find this idea confusing at first because simply imagining 10X growth causes them to think they need to do 10X more work to achieve it. However, being a 10X entrepreneur is nothing like what most people think.
-
-
Great concepts
- By Anonymous User on 08-12-2023
-
More Is More
- How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences
- By: Blake Morgan
- Narrated by: Caroline McLaughlin
- Length: 5 hrs and 13 mins
- Unabridged
-
Overall
-
Performance
-
Story
Companies that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. The companies that embrace a "more is more" philosophy work harder and go further to ensure that their customers have a positive experience.
Publisher's Summary
The third edition of this best seller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.
The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback—not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.
This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. From her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience—something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic.
Handling complaints doesn’t have to be a negative, soul-crushing experience. Janelle Barlow gives the right tools to treat each of them as a source of innovative ideas that can transform your business.