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1 Tough Customer - Sandra Brown
Auteur : Sandra Brown
Genre : Mysteries & Thrillers
The #1 New York Times bestselling author of Seeing Red “charges her characters and their relationships with electricity” (San Francisco Book Review) in this sizzling, sleep-with-the-lights-on novel of suspense.

When a deranged stalker attempts to murder her daughter Berry, Caroline King has no doubts who to contact for help: Berry’s father, the cagey private investigator Dodge Hanley. It’s been thirty years since Dodge last saw Caroline, but the savvy real estate mogul still haunts his dreams. He has a whole bagful of grudging excuses for ignoring Caroline’s call—and one compelling reason to drop everything and fly down to Texas to protect the daughter he’s never met: guilt. As always, Dodge’s perseverance knows no bounds as he teams with a small-town sheriff, but the alarming situation worsens when the stalker claims other victims, leaving

Challenger
2 The Challenger Sale - Matthew Dixon & Brent Adamson
Auteur : Matthew Dixon & Brent Adamson
Genre : Marketing & Sales
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. The best salespeople don't just build relationships with customers. They challenge them.
The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowledge, and attitudes that matter most for high performance. And what they discovered may be the biggest shock to conventional sales wisdom in decades.

Based on an exhaustive study of thousands of sales reps across multiple industries and geographies, The Challenger Sale argues that classic relationship building is a losing approach, especially when it comes to selling complex, large-scale
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Delivering
Happiness
4 Delivering Happiness - Tony Hsieh
Auteur : Tony Hsieh
Genre : Business & Personal Finance
Pay brand-new employees $2,000 to quit
Make customer service the responsibility of the entire company-not just a department
Focus on company culture as the #1 priority
Apply research from the science of happiness to running a business
Help employees grow-both personally and professionally
Seek to change the world
Oh, and make money too . . .

Sound crazy? It's all standard operating procedure at Zappos, the online retailer that's doing over $1 billion in gross merchandise sales annually. After debuting as the highest-ranking newcomer in Fortune magazine's annual "Best Companies to Work For" list in 2009, Zappos was acquired by Amazon in a deal valued at over $1.2 billion on the day of closing.

In Delivering Happiness, Zappos CEO Tony Hsieh shares the different lessons he has learned in business and l

5 Rework - Jason Fried & David Heinemeier Hansson
Auteur : Jason Fried & David Heinemeier Hansson
Genre : Small Business & Entrepreneurship
Rework shows you a better, faster, easier way to succeed in business. 

Most business books give you the same old advice: Write a business plan, study the competition, seek investors, yadda yadda. If you're looking for a book like that, put this one back on the shelf.

Read it and you'll know why plans are actually harmful, why you don't need outside investors, and why you're better off ignoring the competition. The truth is, you need less than you think. You don't need to be a workaholic. You don't need to staff up. You don't need to waste time on paperwork or meetings. You don't even need an office. Those are all just excuses. 

What you really need to do is stop talking and start working. This book shows you the way. You'll learn how to be more productive, how to get exposure without breaking the bank, and tons more coun

Telephone
Service
6 Telephone (or Email) Customer Service - Communication Concierge
Auteur : Communication Concierge
Genre : Industries & Professions
Telephone (or Email) Customer Service will show you how to make angry customers your best friends. There are several quick ideas to help you handle many of the most common customer service situations.

Setting
7 Setting the Table - Danny Meyer
Auteur : Danny Meyer
Genre : Industries & Professions
The bestselling business book from award-winning restauranteur Danny Meyer, of Union Square Cafe, Gramercy Tavern, and Shake Shack

Seventy-five percent of all new restaurant ventures fail, and of those that do stick around, only a few become icons. Danny Meyer started Union Square Cafe when he was 27, with a good idea and hopeful investors. He is now the co-owner of a restaurant empire. How did he do it? How did he beat the odds in one of the toughest trades around? In this landmark book, Danny shares the lessons he learned developing the dynamic philosophy he calls Enlightened Hospitality. The tenets of that philosophy, which emphasize strong in-house relationships as well as customer satisfaction, are applicable to anyone who works in any business. Whether you are a manager, an executive, or a waiter, Danny’s story and philosophy will help you become more effective and pro

Building
Storybrand
8 Building a StoryBrand - Donald Miller
Auteur : Donald Miller
Genre : Marketing & Sales
New York Times best-selling author Donald Miller uses the seven universal elements of powerful stories to teach listeners how to dramatically improve how they connect with customers and grow their businesses.

Donald Miller's StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides listeners with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services. Building a StoryBrand does this by teaching listeners the seven universal story points all humans respond to, the real reason customers make purchases, how to simplify a brand message so people understand it, and how to create the most effective messaging for websites, brochures, and social media.


Challenger
9 The Challenger Customer - Brent Adamson, Matthew Dixon, Pat Spenner & Nick Toman
Auteur : Brent Adamson, Matthew Dixon, Pat Spenner & Nick Toman
Genre : Business & Personal Finance
Four years ago, the bestselling authors of The Challenger Sale overturned decades of conventional wisdom with a bold new approach to sales. Now their latest research reveals something even more surprising: Being a Challenger seller isn’t enough. Your success or failure also depends on who you challenge.

Picture your ideal customer: friendly, eager to meet, ready to coach you through the sale and champion your products and services across the organization. It turns out that’s the last person you need.

Most marketing and sales teams go after low-hanging fruit: buyers who are eager and have clearly articulated needs. That’s simply human nature; it’s much easier to build a relationship with someone who always makes time for you, engages with your content, and listens attentively. But according to brand-new CEB research—based on data from

Photographic
Creativity
Business
10 Photographic Creativity Meets Business In the Cloud - Vince Vasquez
Auteur : Vince Vasquez
Genre : Computers & Internet
Photographers, like many other artists, often prefer to focus on the creative part of their craft. However, they are also small business owners who need to tend to the details of running a business if they are going to be successful. 
A company like ShootQ can step in, providing a Software-as-a-Service (SaaS) application that automates the details a photographer needs to run a business. But ShootQ understands that its strength is not necessarily in running IT infrastructure. Therefore, the founders teamed up with Joyent to empower ShootQ to deliver its application from the cloud.

11 The Customer Rules - Lee Cockerell
Auteur : Lee Cockerell
Genre : Industries & Professions
The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. 

Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example:

Rule #1: Customer Service Is Not a Department
Rule #3: Great Service Follows the Laws of Gravity
Rule #5: Ask Yourself "What Would Mom Do?"
Rule #19: Be a Copycat
Rule #25. Treat Every Custom

12 Waiter Rant - Steve Dublanica
Auteur : Steve Dublanica
Genre : Biographies & Memoirs
According to The Waiter, eighty percent of customers are nice people just looking for something to eat. The remaining twenty percent, however, are socially maladjusted psychopaths. Waiter Rant offers the server's unique point of view, replete with tales of customer stupidity, arrogant misbehavior, and unseen bits of human grace transpiring in the most unlikely places. Through outrageous stories, The Waiter reveals the secrets to getting good service, proper tipping etiquette, and how to keep him from spitting in your food. The Waiter also shares his ongoing struggle, at age thirty-eight, to figure out if he can finally leave the first job at which he's truly thrived.

Standard
Leadership
Principles
Creating
Legendary
Experience
Courtesy
Carlton
Company
13 The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company - Joseph A. Michelli
Auteur : Joseph A. Michelli
Genre : Management & Leadership
Discover the secrets of world-class leadership!

When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.

The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike

Satisfaction
Worthless
Loyalty
Priceless
14 Customer Satisfaction is Worthless, Customer Loyalty is Priceless - Jeffrey Gitomer
Auteur : Jeffrey Gitomer
Genre : Business & Personal Finance
Here are Jeffrey Gitomer's 3.5 compelling reasons why you and every employee in your company must own this book, must read this book, and must act on the principles of this book:
1. It contains a game plan that any customer-serving employee, salesperson, manager, executive or entrepreneur can enact to ensure loyal customers.
2. Any front-line employee can read it and "get it." Any front-line employee can read it and "do it."
3. Customer Loyalty is the measure of your present and future success. 3.5 Your competition may already own this book.

Scandal
15 Scandal Wears Satin - Loretta Chase
Auteur : Loretta Chase
Genre : Historical
“One of the finest romance authors of all time.”
—Julia Quinn

New York Times bestselling author Loretta Chase follows her historical romance gem, Silk is for Seduction (nominated for 2011 Romantic Times Reviewer’s Choice Award for Best Regency-Set Historical Romance) with yet another winner. This time, Scandal Wears Satin, as the second sister from a somewhat scandalous aristocratic family—the purveyors of one of London’s most fashionable shops—finds passion and a love as sumptuous as the gorgeous gowns she creates. Superstar romance author Susan Elizabeth Phillips says Loretta Chase has “a rare talent for creating crackling sexual tension and characters so fresh and compelling that readers won’t be able to forget them.” Chase fans, as well as Stephanie Laurens and Julia Quinn readers, will most assuredly agree—especially when they meet feisty Sophy

Midnight
Vampire
16 Midnight Customer (Vampire Soul, Book One) - Mac Flynn
Auteur : Mac Flynn
Genre : Paranormal
Long cold nights working at a trucker’s diner makes sassy waitress Misty pine for something more.  She gets her wish when rumors spread about strange creatures seen in the night, and one of the regular diners tells her a haunting story.

Misty offers to help him, and before she knows it one trouble leads to another and she’s entwined in a web of death and undeath.  The undeath is a handsome and mysterious stranger, and the death might be her own.  She’ll have to use all her wits to get her out of this mess, and with most of her blood intact.

17 Scrum - Jeff Sutherland & JJ Sutherland
Auteur : Jeff Sutherland & JJ Sutherland
Genre : Management & Leadership
For those who believe that there must be a more agile and efficient way for people to get things done, here is a brilliantly discursive, thought-provoking book about the leadership and management process that is changing the way we live.
 
In the future, historians may look back on human progress and draw a sharp line designating “before Scrum” and “after Scrum.” Scrum is that ground-breaking.  It already drives most of the world’s top technology companies. And now it’s starting to spread to every domain where leaders wrestle with complex projects.
 
If you’ve ever been startled by how fast the world is changing, Scrum is one of the reasons why. Productivity gains of as much as 1200% have been recorded, and there’s no more lucid – or compelling – explainer of Scrum and its bright promise than Jeff

18 Hooked - Nir Eyal & Ryan Hoover
Auteur : Nir Eyal & Ryan Hoover
Genre : Marketing & Sales
Revised and Updated, Featuring a New Case Study

How do successful companies create products people can’t put down?


Why do some products capture widespread attention while others flop? What makes us engage with certain products out of sheer habit? Is there a pattern underlying how technologies hook us?
Nir Eyal answers these questions (and many more) by explaining the Hook Model—a four-step process embedded into the products of many successful companies to subtly encourage customer behavior. Through consecutive “hook cycles,” these products reach their ultimate goal of bringing users back again and again without depending on costly advertising or aggressive messaging.

Hooked is based on Eyal’s years of research, consulting, and practical experience. He wrote the book he wished had been available to him as a start-up fou

19 The Fred Factor - Mark Sanborn
Auteur : Mark Sanborn
Genre : Management & Leadership
Seize the chance to be extraordinary.

Who has made the biggest difference in your life? Whose words and actions have uplifted and motivated you to excel? Chances are it was someone like Fred the Postman -- so outstanding in his service that Mark Sanborn realized this mail carrier could be an example for any person wanting to be extraordinary.

The “Fred Factor” is summarized by four principles that will release fresh energy, enthusiasm, and creativity in your career and life:

• Make a Difference
• Build Relationships
• Create Value
• Reinvent Yourself

You, too, can apply The Fred Factor to enrich the lives of customers, co-workers, friends, and family members, as well as reach new levels of personal success yourself. Sanborn also shows how to discover and develop other Freds.
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Moments
20 The Power of Moments - Chip Heath & Dan Heath
Auteur : Chip Heath & Dan Heath
Genre : Business & Personal Finance
The New York Times bestselling authors of Switch and Made to Stick explore why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work.

While human lives are endlessly variable, our most memorable positive moments are dominated by four elements: elevation, insight, pride, and connection. If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember twenty years later? What if a manager knew how to create an experience that would delight customers? What if you had a better sense of how to create memories that matter for your children?

This book delves into some fascinating mysteries of experience: Why we tend to remember the best or worst moment of an ex

University
Develops
Engaged
Centric
Employees
21 Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees - Doug Lipp
Auteur : Doug Lipp
Genre : Management & Leadership
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 Di

Creating
22 Creating Magic - Lee Cockerell
Auteur : Lee Cockerell
Genre : Business & Personal Finance
“It’s not the magic that makes it work; it’s the way we work that makes it magic.”

The secret for creating “magic” in our careers, our organizations, and our lives is simple: outstanding leadership—the kind that inspires employees, delights customers, and achieves extraordinary business results.

No one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World® Resort operations for over a decade. And in Creating Magic, he shares the leadership principles that not only guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise, but that also soon came to form the cultural bedrock of the world’s number one vacation destination.

But as Lee demonstrates, great leadership isn’t about mastering impossibly complex management

Crossing
Edition
23 Crossing the Chasm, 3rd Edition - Geoffrey A. Moore
Auteur : Geoffrey A. Moore
Genre : Management & Leadership
The bible for bringing cutting-edge products to larger markets—now revised and updated with new insights into the realities of high-tech marketing

In Crossing the Chasm, Geoffrey A. Moore shows that in the Technology Adoption Life Cycle—which begins with innovators and moves to early adopters, early majority, late majority, and laggards—there is a vast chasm between the early adopters and the early majority. While early adopters are willing to sacrifice for the advantage of being first, the early majority waits until they know that the technology actually offers improvements in productivity. The challenge for innovators and marketers is to narrow this chasm and ultimately accelerate adoption across every segment.

This third edition brings Moore's classic work up to date with dozens of new examples of successes and failures, new strategies for marketing in the

Revised
Updated
Edition
24 Be Our Guest: Revised and Updated Edition - The Disney Institute & Theodore Kinni
Auteur : The Disney Institute & Theodore Kinni
Genre : Careers & Occupations
Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Be Our Guest specializes in helping professionals see new possibilities through concepts not found in the typical workplace, revealing even more of the business behind the magic of quality service.

Selling
25 Selling 101 - Zig Ziglar
Auteur : Zig Ziglar
Genre : Business & Personal Finance
Here in a short, compact and concise format is the basics of how to persuade more people more effectively, more ethically, and more often. Ziglar draws from his fundamental selling experiences and shows that while the fundamentals of selling may remain constant, sales people must continue learning, living, and looking: learning from the past without living there; living in the present by seizing each vital moment of every single day; and looking to the future with hope, optimism, and education. His tips will not only keep your clients happy and add to your income, but will also teach you ideas and principles that will, most importantly, add to the quality of your life. Content drawn from Ziglar on Selling.

Automatic
26 The Automatic Customer - John Warrillow
Auteur : John Warrillow
Genre : Small Business & Entrepreneurship
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 repeat business? The secret—no matter what industry you’re in—is finding and keeping automatic customers.

These days virtually anything you need can be purchased through a subscription, with more convenience than ever before. Far beyond Spotify, Netflix, and New York Times subscriptions, you can sign up for weekly or monthly supplies of everything from groceries (AmazonFresh) to cosmetics (Birchbox) to razor blades (Dollar Shave Club).

According to John Warrillow, this emerging subscription economy offers huge opportunities to companies that know how to turn customers into subscribers. Automatic customers are the key to increasing cash flow, igniting growth, and boosting the val

Success
27 Customer Success - Nick Mehta, Dan Steinman, Lincoln Murphy & María Martínez
Auteur : Nick Mehta, Dan Steinman, Lincoln Murphy & María Martínez
Genre : Industries & Professions
Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses.

Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Succes

Summary
Challenger
Control
Conversation
Matthew
Asamson
Summary
28 Summary Guide: The Challenger Sale: Taking Control of the Customer Conversation: BY Matthew Dixon & Brent Asamson The MW Summary Guide - The Mindset Warrior
Auteur : The Mindset Warrior
Genre : Study Aids
 An Easy to Digest Summary Guide...

★☆BONUS MATERIAL AVAILABLE INSIDE★☆

The Mindset Warrior Summary Guides, provides you with a unique summarized version of the core information contained in the full book, and the essentials you need in order to fully comprehend and apply.

Maybe you've read the original book but would like a reminder of the information? ✅ Maybe you haven't read the book, but want a short summary to save time? ✅ Maybe you'd just like a summarized version to refer to in the future? ✅

In any case, The Mindset Warrior Summary Guides can provide you with just that.

Lets get Started. Download Your Book Today..

NOTE: To Purchase the "The Challenger Sale"(full book); which this is not, simply type in the name of the book in the search bar of your bookstore.

Economy
29 The Thank You Economy - Gary Vaynerchuk
Auteur : Gary Vaynerchuk
Genre : Small Business & Entrepreneurship
“Gary Vaynerchuk has seen the future of marketing. The Thank You Economy shows how it's built on both the time-honored techniques of listening to and appreciating customers and newer services like Twitter that allow you to engage directly with customers at unprecedented scale and speed. The book, like Gary, is also a lot of fun and full of passion.” —Dick Costolo, chief executive officer, Twitter

Gary Vaynerchuk, the New York Times bestselling author and creator of Wine Library TV, is back with a bold and expansive look at the evolution of today's marketplace, revealing the essential factors defining and driving successful relationships between businesses and consumers. In this groundbreaking follow-up to the bestselling Crush It!, Vaynerchuk—one of Bloomberg Businessweek’s “20 People Every Entrepreneur Should Follow”—looks beyond a numbers-based analysis to ex

Developing
30 Developing the Leader Within You 2.0 - John C. Maxwell
Auteur : John C. Maxwell
Genre : Management & Leadership
In 1993, John C. Maxwell’s now-classic work revolutionized the way leaders are made. By examining the differences between leadership styles, Maxwell outlines principles for inspiring, motivating, and influencing others from any type of leadership position--including as a business executive, a church leader, a teacher, or even a parent.Now the author has returned to his best seller to include the leadership insights and practices he has learned in the decades since the book first appeared. Thoroughly revised and with two additional chapters, Developing the Leader Within You 2.0 has updated these foundational principles and promises to provide for both new readers as well as longtime fans of the original book the necessary wisdom to help any leader and organization succeed in fostering integrity, self-discipline, and effecting positive change.Develop your vision. Develop your value. Deve

Economy
Enhanced
Edition
Enhanced
Edition
31 The Thank You Economy (Enhanced Edition) (Enhanced Edition) - Gary Vaynerchuk
Auteur : Gary Vaynerchuk
Genre : Small Business & Entrepreneurship
“Gary Vaynerchuk has seen the future of marketing. The Thank You Economy shows how it's built on both the time-honored techniques of listening to and appreciating customers and newer services like Twitter that allow you to engage directly with customers at unprecedented scale and speed. The book, like Gary, is also a lot of fun and full of passion.” —Dick Costolo, chief executive officer, Twitter

Gary Vaynerchuk, the New York Times bestselling author and creator of Wine Library TV, is back with a bold and expansive look at the evolution of today's marketplace, revealing the essential factors defining and driving successful relationships between businesses and consumers. In this groundbreaking follow-up to the bestselling Crush It!, Vaynerchuk—one of Bloomberg Businessweek’s “20 People Every Entrepreneur Should Follow”—looks beyond a numbers-based analysis to ex

Without
32 Swim with the Sharks Without Being Eaten Alive - Harvey B. Mackay
Auteur : Harvey B. Mackay
Genre : Management & Leadership
This straight-from-the-hip handbook by bestselling author and self-made millionaire Harvey Mackay spells out the path to success for readers everywhere. They will learn how to:
Outsell by getting appointments with people who absolutely, positively do not want to see you, and then making them glad they said "yes!"Outmanage by arming yourself with information on prospects, customers, and competitors that the CIA would envy - using a system called the "Mackay 66."Outmotivate by using his insights to help yourself or your kids join the ranks of Amercia's one million millionaires.Outnegotiate by knowing when to "smile and say no" and when to "send in the clones."
This one-of-a-kind book by a businessman who's seen it all and done it all has sold almost 2 million copies, and is the essential roadmap for everyone on the path to success.

Journey
33 Customer Journey 101 - David W. Norton, Ph.D. & B. Joseph Pine II
Auteur : David W. Norton, Ph.D. & B. Joseph Pine II
Genre : Management & Leadership
Customer journey, done right, is about much more than incremental improvement to current offerings; it can help companies innovate, allocate resources, and transition from an old business model to a new one based on a new job customers want done. Customer journey solves for one of the most vexing business strategy issues: how to create a customer-centered vision of the future and align the promise-making and promise-keeping efforts of an organization profitably.  

Elephants
34 Who Says Elephants Can't Dance? - Louis V. Gerstner, Jr.
Auteur : Louis V. Gerstner, Jr.
Genre : Management & Leadership
In 1990, IBM had its most profitable year ever. By 1993, the computer industry had changed so rapidly the company was on its way to losing $16 billion and IBM was on a watch list for extinction -- victimized by its own lumbering size, an insular corporate culture, and the PC era IBM had itself helped invent.

Then Lou Gerstner was brought in to run IBM. Almost everyone watching the rapid demise of this American icon presumed Gerstner had joined IBM to preside over its continued dissolution into a confederation of autonomous business units. This strategy, well underway when he arrived, would have effectively eliminated the corporation that had invented many of the industry's most important technologies.

Instead, Gerstner took hold of the company and demanded the managers work together to re-establish IBM's mission as a customer-focused provider of computing solutions.

Customers
35 Customers for Life - Carl Sewell & Paul B. Brown
Auteur : Carl Sewell & Paul B. Brown
Genre : Business & Personal Finance
In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world.

Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years.

Sewell focuses on the exp

Ultimate
Question
Revised
Expanded
Edition
36 The Ultimate Question 2.0 (Revised and Expanded Edition) - Fred Reichheld
Auteur : Fred Reichheld
Genre : Management & Leadership
In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth.

You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power.

In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competi

Service
Success
37 Extra Mile: 500 Customer Service Tips for Success - Tycho Press
Auteur : Tycho Press
Genre : Industries & Professions
The Comprehensive Guide to Customer Service For The 21st Century

Even the most successful companies need their customers happy and keep coming back for more. Whether you’re just starting your business and want to lock up great customer service procedures, or you’re an established company looking to revamp your customer service to answer new market needs, this is the resource for you. 

Unlike other books, brimming with irrelevant and outdated information, Extra Mile offers:

• 500 essential tips, divided into eight parts, including: Real-Life Scenarios, Crisis Management, and Building Customer Loyalty 
• Intel into the customer service secrets of business giants, such as American Express, Southwest Airlines, and Ritz-Carlton Hotels 
• A section dedicated to providing excellent customer service online 
• A

38 Pour Your Heart Into It - Howard Schultz
Auteur : Howard Schultz
Genre : Business & Personal Finance
In Pour Your Heart Into It, former CEO and now chairman emeritus Howard Schultz illustrates the principles that have shaped the Starbucks phenomenon, sharing the wisdom he has gained from his quest to make great coffee part of the American experience.

The success of Starbucks Coffee Company is one of the most amazing business stories in decades. What started as a single store on Seattle's waterfront has grown into the largest coffee chain on the planet. Just as remarkable as this incredible growth is the fact that Starbucks has managed to maintain its renowned commitment to product excellence and employee satisfaction.

Marketers, managers, and aspiring entrepreneurs will discover how to turn passion into profit in this definitive chronicle of the company that "has changed everything... from our tastes to our language to the face of Main Street" (Fortune

Competing
Against
39 Competing Against Luck - Clayton M. Christensen, Taddy Hall, Karen Dillon & David S. Duncan
Auteur : Clayton M. Christensen, Taddy Hall, Karen Dillon & David S. Duncan
Genre : Marketing & Sales
The foremost authority on innovation and growth presents a path-breaking book every company needs to transform innovation from a game of chance to one in which they develop products and services customers not only want to buy, but are willing to pay premium prices for.

How do companies know how to grow? How can they create products that they are sure customers want to buy? Can innovation be more than a game of hit and miss? Harvard Business School professor Clayton Christensen has the answer. A generation ago, Christensen revolutionized business with his groundbreaking theory of disruptive innovation. Now, he goes further, offering powerful new insights.

After years of research, Christensen has come to one critical conclusion: our long held maxim—that understanding the customer is the crux of innovation—is wrong. Customers don’t buy products or services; they

Closing
40 The Art of Closing the Sale - Brian Tracy
Auteur : Brian Tracy
Genre : Business & Personal Finance
As one of the top salespeople in the world, Brian Tracy knows the ability to close a sale is the key skill required by all top sales professionals. Fortunately, your success or failure at closing sales is not based on innate ability. In this straightforward how-to, Tracy reveals how practicing the skills of the highest paid salespeople in every business can earn you more and better sales. The Art of Closing the Sale offers readers a practical, proven, step-by-step process that any salesperson can follow--making sales faster and easier than ever before. You’ll learn how to: build value by focusing on benefits and solutions; lower perceived risk by emphasizing guarantees and assurances; answer any objection; and bring a sales conversation to a natural and easy conclusion using effective questioning. Filled with tangible tips and industry insights, The Art of Closing the Sale will give yo

Traction
41 Traction - Gabriel Weinberg & Justin Mares
Auteur : Gabriel Weinberg & Justin Mares
Genre : Small Business & Entrepreneurship
Most startups don’t fail because they can’t build a product.
Most startups fail because they can’t get traction. 


Startup advice tends to be a lot of platitudes repackaged with new buzzwords, but Traction is something else entirely.
 
As Gabriel Weinberg and Justin Mares learned from their own experiences, building a successful company is hard. For every startup that grows to the point where it can go public or be profitably acquired, hundreds of others sputter and die.
 
Smart entrepreneurs know that the key to success isn’t the originality of your offering, the brilliance of your team, or how much money you raise. It’s how consistently you can grow and acquire new customers (or, for a free service, users). That’s called traction, and it makes everything else easier—fund-raising, hiring, press, partnership

Referral
42 The Referral Engine - John Jantsch
Auteur : John Jantsch
Genre : Marketing & Sales
The small business guru behind Duct Tape Marketing shares his most valuable lesson: how to get your customers to do your best marketing for you.

The power of glitzy advertising and elaborate marketing campaigns is on the wane; word- of-mouth referrals are what drive business today. People trust the recommendation of a friend, family member, colleague, or even stranger with similar tastes over anything thrust at them by a faceless company.

Most business owners believe that whether customers refer them is entirely out of their hands. But science shows that people can't help recommending products and services to their friends-it's an instinct wired deep in the brain. And smart businesses can tap into that hardwired desire.

Marketing expert John Jantsch offers practical techniques for harnessing the power of referrals to ensure a steady f

Essential
Drucker
43 The Essential Drucker - Peter F. Drucker
Auteur : Peter F. Drucker
Genre : Management & Leadership
Father of modern management, social commentator, and preeminent business philosopher, Peter F. Drucker analyzed economics and society for more than sixty years. Now for readers everywhere who are concerned with the ways that management practices and principles affect the performance of organizations, individuals, and society, there is The Essential Drucker—an invaluable compilation of essential materials from the works of a management legend.

Containing twenty-six core selections, The Essential Drucker covers the basic principles and concerns of management and its problems, challenges, and opportunities, giving managers, executives, and professionals the tools to perform the tasks that the economy and society of tomorrow will demand of them.

Centered
Selling
44 Customer Centered Selling - Rob Jolles
Auteur : Rob Jolles
Genre : Business & Personal Finance
This revised edition of Robert Jolles’s classic book on sales technique features brand new material throughout, including illustrations, teaching aids, coaching techniques, and true implementation strategies!

When you have a process, you have a way of measuring what you are doing. When you can measure it—you can fix it!

Customer Centered Selling teaches the secrets of the world-famous Xerox sales training by reversing the conventional selling practices of searching for customer needs, pitching product, and adopting an order-taking mentality. Jolles provides a systematic, repeatable, predictable approach that teaches how to anticipate and influence behavior by studying and understanding the client’s "Decision Cycle" and critical "Decision Points." Through the use of case studies, interactive activities, and job aids, anyone—from a seasoned sales

Inspired
45 INSPIRED - Marty Cagan
Auteur : Marty Cagan
Genre : Management & Leadership
How do today’s most successful tech companies—Amazon, Google, Facebook, Netflix, Tesla—design, develop, and deploy the products that have earned the love of literally billions of people around the world? Perhaps surprisingly, they do it very differently than the vast majority of tech companies. In INSPIRED, technology product management thought leader Marty Cagan provides readers with a master class in how to structure and staff a vibrant and successful product organization, and how to discover and deliver technology products that your customers will love—and that will work for your business.

With sections on assembling the right people and skillsets, discovering the right product, embracing an effective yet lightweight process, and creating a strong product culture, readers can take the information they learn and immediately leverage it within their own organizations

Service
Revolution
46 The Customer Service Revolution - John R. DiJulius
Auteur : John R. DiJulius
Genre : Industries & Professions
In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that!

Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the

Proposition
47 Value Proposition Design - Alexander Osterwalder, Yves Pigneur, Gregory Bernarda & Alan Smith
Auteur : Alexander Osterwalder, Yves Pigneur, Gregory Bernarda & Alan Smith
Genre : Business & Personal Finance
The authors of the international bestseller Business Model Generation explain how to create value propositions customers can’t resist

Value Proposition Design helps you tackle the core challenge of every business — creating compelling products and services customers want to buy. This highly practical book, paired with its online companion, will teach you the processes and tools you need to create products that sell.

Using the same stunning visual format as the authors’ global bestseller, Business Model Generation, this sequel explains how to use the “Value Proposition Canvas” to design, test, create, and manage products and services customers actually want.

Value Proposition Design is for anyone who has been frustrated by new product meetings based on hunches and intuitions; it’s for anyone who has watched an expens

Effortless
Experience
48 The Effortless Experience - Matthew Dixon, Nick Toman & Rick DeLisi
Auteur : Matthew Dixon, Nick Toman & Rick DeLisi
Genre : Marketing & Sales
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?

In their acclaimed bestseller 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. Yet CEB’s careful research over five years and tens of thousands

Selling
49 SNAP Selling - Jill Konrath
Auteur : Jill Konrath
Genre : Business & Personal Finance
Selling is tougher than ever before. Potential customers are under extreme pressure to do more with less money, less time, and fewer resources, and they're wary of anyone who tries to get them to buy or change anything. Under such extreme conditions, yesterday's sales strategies no longer work. No matter how great your offering, you face the daunting task of making yourself appear credible, relevant, and valuable.
Now, internationally recognized sales strategist Jill Konrath shows how to overcome these obstacles to get more appointments, speed up decisions, and win sales with these short-fused, frazzled customers. Drawing on her years of selling experience, as well as the stories of other successful sellers, she offers four SNAP Rules:

-Keep it Simple: When you make things easy and clear for your customers, they'll change from the status quo.
-

Simplified
50 New Sales. Simplified. - Mike Weinberg
Auteur : Mike Weinberg
Genre : Business & Personal Finance
Packed with examples and anecdotes, New Sales. Simplified. offers a proven formula for prospecting, developing, and closing deals. No matter how much repeat business you get from loyal customers, the lifeblood of your business is a constant flow of new accounts. With refreshing honesty and some much-needed humor, sales expert Mike Weinberg examines the critical mistakes made by most salespeople and executives and provides tips to help you achieve the opposite results. You’ll learn how to: identify a strategic list of genuine prospects; draft a compelling, customer-focused “sales story”; perfect the proactive telephone call to get face-to-face with more prospects; use email, voicemail, and social media to your advantage; build rapport; prepare for and structure a winning sales call; stop presenting to and start dialoguing with buyers; and make time in your calendar for business deve
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