Showing results by publisher "----RM Alexander" in Customer Service

If you've ever used ZipCar, Amazon Prime, Spotify, NetFlix, Groupon, Weight Watchers, SurveyMonkey, United Mileage Plus, Pinterest, or Twitter, you are part of The Membership Economy, an increasingly popular model that author Robbie Kellman Baxter sees as the inevitable result of technological advancements, social trends, and a generation in transition. The Membership Economy argues that we are now moving away from ownership, but we still want the benefits that come with access.

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.

The solution in each case was a focus on customer experience, the most powerful - and misunderstood - element of corporate strategy today. Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver. Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew 22 percent.

The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome.

How do you develop products that people will actually use and buy? This practical guide shows you how to validate product and company ideas through customer development research - before you waste months and millions on a product or service that no one needs or wants. With a combination of open-ended interviewing and fast and flexible research techniques, you’ll learn how your prospective customers behave, the problems they need to solve, and what frustrates and delights them

In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry.

The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.

Packed with behind-the-peel stories, hard-earned lessons, and a few other surprises, Fans First teaches you how to stand out in your marketplace, drive explosive growth, and inspire fanatical loyalty.

Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, customer success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.

Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients.

Here are tools, tips, and proven techniques to lift your service higher. Lift your service up, increase service value, and add more to your customers and your bottom line (Chapter two unlocks the value). Explore spectacular service and discover what's beyond the extra mile (Chapter four reveals the secrets). Build your service culture and attract great customers and staff (Study chapter six to keep them). Find loyalty, passion, and profits (Every chapter has the clues).

Tom Peters, the international best-selling author of In Search of Excellence, which has sold over one million copies, concludes his 15 definitive rules on professional excellence and why, today, they are more important than ever. The Excellence Dividend is a critical new book from one of today's leading visionaries in business. This year's winner of the Thinkers 50 Lifetime Achievement Award and the CEO Reads Lifetime Contribution to the Business Book Industry Award, Tom Peters is one of the world's most revered management gurus and global business thinkers.

Build Your Community fuses proven principles from the world of psychology with user experience and design thinking into a foolproof approach helping you to: start from scratch and attract your first members; find and design the perfect platform for your community; keep members engaged, sharing expertise, and helping each other; create a magnetic community culture—unique from any other online destination; position you and your organization at the center of your field; and budget for your community with a detailed breakdown of costs and resources required.

Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons. This audiobook will help any customer-facing organization deliver better customer experiences, save money, and increase revenue. Veteran customer service experts Bill Price and David Jaffe, coauthors of the best seller The Best Service Is No Service, explain how organizations can design products, sales, and support so that customer effort is reduced or, better still, removed.

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. This book shows you techniques to make offerings people want, as well as make people want your offering.

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, and helps you generate creative opportunities to innovate your way to success.

Andrew Sobel offers a proven, 100-day plan for conquering 14 tough client development challenges and growing your client base. He's encapsulated 25 years of unique research, including personal interviews with over 3,000 top executives, into a practical road map for winning more new clients and growing your existing relationships. You'll learn specific strategies to move confidently and predictably from a first meeting to a signed contract, and discover the agenda-setting techniques that create a steady stream of sole-source business.

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.

The AI Revolution in Customer Service and Support is a practical guide for professionals who want to harness the power of generative AI within their organizations to create more powerful customer and employee experiences.

Scott Wozniak leverages his decades of brand-building experience within some of America’s most-loved companies to show you how to create world-class customer experience. After years of battle-tested work, Scott realized that there was a set of systems that all the great brands used to create raving fans. He captured these practices in an engine diagram, a simple tool to help leaders become legends. If you use this approach, you can build a Customer Experience Engine that will create those same kinds of raving fans that always seem to dominate dinner-party conversations and water-cooler chats.