Customer Behaviour
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Customers Know You Suck
- Actionable CX Strategies to Better Understand, Attract, and Retain Customers
- By: Debbie Levitt
- Narrated by: Debbie Levitt
- Length: 16 hrs and 35 mins
- Unabridged
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Customers Know You Suck is the how-to manual for customer centric product marketing. Its highly actionable models, maps, and processes empower everyone to improve the customer experience (CX). Learn how to investigate, diagnose, and act on what's blocking teams. Gather the evidence and data that better inform decisions, leading to increased satisfaction, conversion, and loyalty.
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Customers Know You Suck
- Actionable CX Strategies to Better Understand, Attract, and Retain Customers
- Narrated by: Debbie Levitt
- Length: 16 hrs and 35 mins
- Release date: 15-02-2023
- Language: English
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Customers Know You Suck is the how-to manual for customer centric product marketing. Its highly actionable models, maps, and processes empower everyone to improve the customer experience....
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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
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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.
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The Seven Pillars of Customer Success
- A Proven Framework to Drive Impactful Client Outcomes for Your Company
- Narrated by: Nick Hardcastle
- Length: 8 hrs and 6 mins
- Release date: 06-12-2021
- Language: English
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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....
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Non-member price: $19.49 or 1 Credit
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Customer Service Training 101
- Quick and Easy Techniques That Get Great Results, Third Edition
- By: Renee Evenson
- Narrated by: Sandra Burr
- Length: 6 hrs and 40 mins
- Unabridged
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Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.
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Customer Service Training 101
- Quick and Easy Techniques That Get Great Results, Third Edition
- Narrated by: Sandra Burr
- Length: 6 hrs and 40 mins
- Release date: 12-12-2017
- Language: English
- Customer service skills are essential to the success of your company. This popular crash course equips you and your employees to excel in this important role....
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Customer Magic: The Macquarie Way
- How to Reimagine Customer Experience to Transform Your Business
- By: Joseph A. Michelli
- Narrated by: Joseph A. Michelli
- Length: 4 hrs and 24 mins
- Unabridged
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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. Joseph A. Michelli—the bestselling author of books about brands renowned for their stellar service and outstanding growth, such as The Ritz-Carlton, Mercedes-Benz, and Starbucks—was so impressed by Macquarie’s ability to deliver transformative customer experiences that he felt compelled to share this book.
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Customer Magic: The Macquarie Way
- How to Reimagine Customer Experience to Transform Your Business
- Narrated by: Joseph A. Michelli
- Length: 4 hrs and 24 mins
- Release date: 26-03-2024
- Language: English
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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....
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The Membership Economy
- Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue
- By: Robbie Kellman Baxter
- Narrated by: Tom Pile
- Length: 8 hrs and 12 mins
- Unabridged
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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.
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excellent and detailed
- By Ashley Jessen on 03-08-2016
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The Membership Economy
- Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue
- Narrated by: Tom Pile
- Length: 8 hrs and 12 mins
- Release date: 19-04-2016
- Language: English
- 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....
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The Forever Transaction
- How to Build a Subscription Model So Compelling, Your Customers Will Never Want to Leave
- By: Robbie Kellman Baxter
- Narrated by: Caroline Miller
- Length: 6 hrs and 16 mins
- Unabridged
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Strategy consultant Robbie Kellman Baxter has been helping companies excel in this business environment for more than a decade. Now, in The Forever Transaction, she reveals all her secrets. Whatever industry you're in, Baxter provides the inspiration, tools, and insight you need to build and execute a business model that will leave your competition in the dust.
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The Forever Transaction
- How to Build a Subscription Model So Compelling, Your Customers Will Never Want to Leave
- Narrated by: Caroline Miller
- Length: 6 hrs and 16 mins
- Release date: 24-09-2021
- Language: English
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Develop and cultivate the kind of robust, long-term customer relationships that power companies like Nike, Spotify, LinkedIn, and Target....
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Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- By: Joey Coleman
- Narrated by: Joey Coleman
- Length: 9 hrs and 28 mins
- Unabridged
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Coleman offers a system designed to dramatically increase customer retention and as a result, the bottom line. He identifies eight distinct emotional needs customers undergo during the 100 days following a purchase, whether it's as small as a new drink at Starbucks or as big as a house. If you can understand and anticipate these phases, you can use a myriad of techniques - in-person, email, mail, and video - to cement a long and valuable partnership.
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terrible narrator
- By John Nassif on 17-02-2020
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Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- Narrated by: Joey Coleman
- Length: 9 hrs and 28 mins
- Release date: 03-04-2018
- Language: English
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Coleman's theory of customer loyalty is that it's not about getting the sale: It's about the 100 days after the sale....
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Customer Obsessed
- A Whole Company Approach to Delivering Exceptional Customer Experiences
- By: Eric Berridge
- Narrated by: Tim Andres Pabon
- Length: 7 hrs and 13 mins
- Unabridged
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Companies who define success through business outcomes and put customers at the center of their business realize sustainable, continuous growth. Customer experience is a key driver of technical innovation and business success - Customer Obsessed teaches companies how to leverage it across all levels of their organizations to sustain competitive advantage in the digital era. Customer Obsessed provides a comprehensive road map to help you build a better, more innovative business.
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Nothing new.
- By Anonymous User on 01-04-2019
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Customer Obsessed
- A Whole Company Approach to Delivering Exceptional Customer Experiences
- Narrated by: Tim Andres Pabon
- Length: 7 hrs and 13 mins
- Release date: 29-06-2017
- Language: English
- Customer Obsessed looks at customer experience with an eye toward business transformation, providing high-level insight into each business element that affects that experience....
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Above the Line
- How to Create a Company Culture that Engages Employees, Delights Customers and Delivers Results
- By: Michael Henderson
- Narrated by: Glen McCready
- Length: 8 hrs and 48 mins
- Unabridged
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Above the Line: How to Create a Company Culture That Engages Employees, Delights Customers, and Delivers Results offers all leaders a handbook for leveraging an organization's culture to engage staff, increase customer satisfaction, and streamline business performance. A groundbreaking work, this book reveals what it takes to achieve optimum results from your organizational culture without employing the use of external consultants. This organic, in-house approach to company culture transformation saves both time and money.
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Above the Line
- How to Create a Company Culture that Engages Employees, Delights Customers and Delivers Results
- Narrated by: Glen McCready
- Length: 8 hrs and 48 mins
- Release date: 27-07-2020
- Language: English
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Above the Line: How to Create a Company Culture That Engages Employees, Delights Customers, and Delivers Results offers all leaders a handbook for leveraging an organization's culture to engage staff, increase customer satisfaction, and streamline business performance....
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Sense & Respond
- How Successful Organizations Listen to Customers and Create New Products Continuously
- By: Jeff Gothelf, Josh Seiden
- Narrated by: Graham Rowat
- Length: 6 hrs and 19 mins
- Unabridged
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We're in the midst of a revolution. Quantum leaps in technology are enabling organizations to observe and measure people's behavior in real time, communicate internally at extraordinary speed, and innovate continuously. These new, software-driven technologies are transforming the way companies interact with their customers, employees, and other stakeholders.
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Sense & Respond
- How Successful Organizations Listen to Customers and Create New Products Continuously
- Narrated by: Graham Rowat
- Length: 6 hrs and 19 mins
- Release date: 10-12-2019
- Language: English
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We're in the midst of a revolution. Quantum leaps in technology are enabling organizations to observe and measure people's behavior in real time, communicate internally at extraordinary speed, and innovate continuously....
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Iconic
- How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction
- By: Scott McKain
- Narrated by: Scott McKain
- Length: 5 hrs and 14 mins
- Unabridged
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With the explosion of social media, the competition for attention - and customers - is more intense than ever before. Standing out is not only more challenging than ever, it now has less of an impact on sustained growth. To be a lasting company, leader, or brand on a positive trajectory today, one must become iconic. Award-winning author and speaker Scott McKain examines what an iconic organization or leader is and helps you attain and retain that rare status. If your company has slipped in its standing, McKain teaches you how you can regain your position.
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Iconic
- How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction
- Narrated by: Scott McKain
- Length: 5 hrs and 14 mins
- Release date: 09-10-2018
- Language: English
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Award-winning speaker and author Scott McKain explains how to move beyond being distinctive and to take your brand and business to the next level, to become iconic by knowing your customer and audience and providing the "Ultimate Customer Experience" every time....
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How to Speak Human
- A Practical Guide to Getting the Best from the Humans You Work With
- By: Dougal Jackson, Jennifer Jackson
- Narrated by: Larissa Gallagher
- Length: 6 hrs and 31 mins
- Unabridged
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Whether you're a leader looking to connect with your workforce; a member of a small team, hungry to make a difference; or at the helm of a global organization, with an eye on the horizon - this is a how-to for forward thinkers like you.
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How to Speak Human
- A Practical Guide to Getting the Best from the Humans You Work With
- Narrated by: Larissa Gallagher
- Length: 6 hrs and 31 mins
- Release date: 30-07-2019
- Language: English
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Whether you're a leader looking to connect with your workforce; a member of a small team, hungry to make a difference; or at the helm of a global organization, with an eye on the horizon - this is a how-to for forward thinkers like you....
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Outcomes over Output: Why Customer Behavior Is the Key Metric for Business Success
- By: Joshua Seiden
- Narrated by: Chris Abell
- Length: 1 hr and 21 mins
- Unabridged
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In the old days, when we made physical products, setting project goals wasn’t that hard. But in today’s service - and software-driven world, “done” is less obvious. When is Amazon done? When is Google done? Or Facebook? In reality, services powered by digital systems are never done. So then how do we give teams a goal that they can work on? Mostly, we simply ask teams to build features - but features are the wrong way to go. We often build features that create no value. Instead, we need to give teams an outcome to achieve.
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Validate quickly what your company really needs
- By Amazon Customer on 11-10-2020
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Outcomes over Output: Why Customer Behavior Is the Key Metric for Business Success
- Narrated by: Chris Abell
- Length: 1 hr and 21 mins
- Release date: 23-05-2019
- Language: English
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This book is a practical guide to using outcomes to guide the work of your team....
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Delivering Happiness
- A Path to Profits, Passion, and Purpose
- By: Tony Hsieh
- Narrated by: Tony Hsieh
- Length: 8 hrs and 17 mins
- Unabridged
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In this, his first audiobook, Tony Hsieh - the widely admired 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, customers, vendors, and backers. Using anecdotes and stories from his own life experiences, and from other companies, Hsieh provides concrete ways that companies can achieve unprecedented success.
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Fun, but a lacks insight and detail
- By Justin on 26-02-2019
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Delivering Happiness
- A Path to Profits, Passion, and Purpose
- Narrated by: Tony Hsieh
- Length: 8 hrs and 17 mins
- Release date: 07-06-2010
- Language: English
- 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....
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The Convenience Revolution
- How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty
- By: Shep Hyken
- Narrated by: Timothy Andrés Pabon
- Length: 4 hrs and 41 mins
- Unabridged
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Customers will pay for convenience. And they'll choose to do more business over time with the people and companies that make their lives more convenient. This audiobook shows you how to leverage convenience as a powerful way to differentiate yourself from your competition. You'll learn six compelling strategies, supported by numerous examples and case studies, that will fuel your plan to create a focus on convenience for your customers.
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The Convenience Revolution
- How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty
- Narrated by: Timothy Andrés Pabon
- Length: 4 hrs and 41 mins
- Release date: 13-11-2018
- Language: English
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This audiobook shows you how to leverage convenience as a powerful way to differentiate yourself from your competition. You'll learn six compelling strategies, supported by numerous examples and case studies, that will fuel your plan to create a focus on convenience for your customers....
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The Challenger Sale
- How to Take Control of the Customer Conversation
- By: Matthew Dixon, Brent Adamson
- Narrated by: Matthew Dixon, Brent Adamson
- Length: 5 hrs and 43 mins
- Unabridged
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Matthew Dixon and Brent Adamson share the secret to sales success: don't just build relationships with customers. Challenge them! What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships - and you'd be wrong. Matthew Dixon, Brent Adamson and their colleagues at CEB have studied the performance of thousands of sales reps worldwide. Their conclusion? The best salespeople don't just build relationships with customers. They challenge them.
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Brilliant and important
- By Aranka on 02-11-2023
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The Challenger Sale
- How to Take Control of the Customer Conversation
- Narrated by: Matthew Dixon, Brent Adamson
- Length: 5 hrs and 43 mins
- Release date: 10-02-2022
- Language: English
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Matthew Dixon and Brent Adamson share the secret to sales success: don't just build relationships with customers. Challenge them....
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The Automatic Customer
- Creating a Subscription Business in Any Industry
- By: John Warrillow
- Narrated by: Don Hagen
- Length: 5 hrs and 14 mins
- Unabridged
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These days, virtually anything you need can come through a subscription. Far beyond Spotify and Netflix, companies in nearly any industry, from home contractors to florists, can build subscriptions into their business. Subscription is the key to increasing cash flow, igniting growth and boosting the value of your company. Whether you want to transform your entire business into a recurring revenue engine or just pick up an extra five per cent of sales growth, The Automatic Customer will be your secret weapon.
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Great read and worthwhile
- By NMC on 16-12-2022
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The Automatic Customer
- Creating a Subscription Business in Any Industry
- Narrated by: Don Hagen
- Length: 5 hrs and 14 mins
- Release date: 07-04-2022
- Language: English
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The lifeblood of your business is repeat customers. But customers can be fickle, markets shift and competitors are ruthless. So how do you ensure a steady flow of business? The secret—no matter what industry you're in—is finding and keeping automatic customers....
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Just Listen
- Discover the Secret to Getting Through to Absolutely Anyone
- By: Mark Goulston MD
- Narrated by: Arthur Morey
- Length: 7 hrs and 53 mins
- Unabridged
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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, devoted customers, loyal colleagues, and lifetime friends. Just Listen provides simple but powerful techniques listeners can use to really get through to people.
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Permanent positivity
- By Kendel Inverarity on 24-05-2022
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Just Listen
- Discover the Secret to Getting Through to Absolutely Anyone
- Narrated by: Arthur Morey
- Length: 7 hrs and 53 mins
- Release date: 21-04-2020
- Language: English
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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....
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Why People Buy
- The Real Reason Features and Benefits Selling Doesn't Work
- By: Greg Nanigian
- Narrated by: Graham Rowat
- Length: 3 hrs and 48 mins
- Unabridged
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Learn the secret of what really drives sales - and how to give people what they need so they want to buy from you.
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Why People Buy
- The Real Reason Features and Benefits Selling Doesn't Work
- Narrated by: Graham Rowat
- Length: 3 hrs and 48 mins
- Release date: 29-12-2020
- Language: English
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Learn the secret of what really drives sales - and how to give people what they need so they want to buy from you....
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Now, Build a Great Business
- 7 Ways to Maximize Your Profits in Any Market
- By: Brian Tracy, Mark Thompson
- Narrated by: Brian Tracy, Mark Thompson
- Length: 5 hrs and 36 mins
- Unabridged
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Don’t be daunted by a challenging economy and fierce competition. Even in the toughest environment, innovative, highly profitable businesses abound. And yours can be one of them with Now, Build a Great Business! This essential success kit from business heavyweights and acclaimed authors Mark Thompson and Brian Tracy is filled with straightforward, powerful strategies to ignite growth in your business.
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Now, Build a Great Business
- 7 Ways to Maximize Your Profits in Any Market
- Narrated by: Brian Tracy, Mark Thompson
- Length: 5 hrs and 36 mins
- Release date: 27-01-2011
- Language: English
- Don’t be daunted by a challenging economy and fierce competition....
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