Customer Service

Tony Hsieh - CEO of Zappos, the online shoe retailer - explains how he created a unique culture and commitment to service that aims to improve the lives of its employees....

Coleman's theory of customer loyalty is that it's not about getting the sale: It's about the 100 days after the sale....

Drawing on his experience as a psychiatrist, business consultant, and coach, author Mark Goulston combines his background with the latest scientific research to help listeners turn the "impossible" and "unreachable" people in their lives into allies....

No matter how much repeat business you get from loyal customers, the lifeblood of your business is a constant flow of new accounts. Packed with tested strategies and anecdotes, New Sales. Simplified. offers a proven formula for prospecting, developing, and closing deals....

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

Millions of business people have used the best-selling FISH! books to improve the way they work. Now, the authors turn their attention to life's daily personal challenges, helping listeners deal with them simply and effectively....

These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple tap. Focusing on customer needs isn't a nice-to-have, it's a strategic imperative. The Jobs To Be Done Playbook (JTBD) helps organizations turn market insight into action.

Persuasion is not a sales skill - it’s a blunt instrument of last resort that sellers use when they don’t know how to influence the choices their buyers make. It’s the weapon of choice for mindless, uninspired sellers....

Broken Windows, Broken Business reveals a breakthrough in management theory that can alter the destiny of countless companies striving to stay ahead of their competition....

Jobs to Be Done gives you a clear-cut framework for thinking about your business, outlines a road map for discovering new markets, new products, and new services....

This new book in the popular Lencioni series shows what it takes to gain a real and lasting competitive edge....

What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top....

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"....

Sales is a skill anyone can learn and master - and introverts are especially good at it once they learn how to leverage their natural strengths....

Consumers want personalized experiences, but few companies are rising to the challenge. To be done effectively, personalization must be a critical element of an organization's strategy.

A rainmaker is a person who brings revenue into an organization. That revenue comes from customers, it is the lifeforce of the organization, and without it the organization will die...

Drawing upon strategies that have propelled Enterprise, the number-one car-rental company, to a $9-billion powerhouse, the author reveals how you can outperform and outsmart the competition....

Every business has customers, and employers are seeking to hire, retain, and reward employees who have the skills, the knowledge, and the motivation to provide a consistently superior level of service to every customer, every day....

Workplaces are filled with all types of people, and some of them can be very difficult to get along with. By understanding difficult people and their behaviors, a savvy individual can resolve the awkward and problematic situations they create....

The solution in each case was a focus on customer experience, the most powerful - and misunderstood - element of corporate strategy today....

In Excellence Wins, co-founder of The Ritz-Carlton Hotel Company Horst Schulze shares the visionary and disruptive principles that have produced immense global successes over the course of his still prolific 50-year career....

From the bestselling author of Growth IQ comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth....

The best financial advisors are well equipped to succeed regardless of market conditions....

It takes a special kind of magic for a challenger brand to achieve seemingly impossible customer-centric results. It’s that magic that makes Australian telecommunications company Macquarie Technology world leaders in award-winning customer experience....

Deploy Empathy will help you learn the skill of interviewing your customers—learning to truly listen to them—so that you can pull out their hidden needs, desires, and processes....