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Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a "relationship" with your company's customer service department, or do they simply want to purchase your products or services so they can put them to use?

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.

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.

The success of your business depends on the success of your marketing efforts. If you can identify what customers want, need, and can afford - and give it to them - you will achieve outstanding results.This indispensable guide contains 21 powerful marketing ideas you can use immediately.

The Pharma Lovebrand Playbook shows how to do both—without hype, and without breaking the rules. Pharma is a three-stakeholder system: HCPs, patients, and payers, surrounded by an ecosystem that shapes trust every day—carers, pharmacies, advocacy groups, media, and social communities. Most strategies pick one audience and lose the others. They become compliant and invisible. Or engaging and risky. This book introduces a simple operating model that holds in a regulated world: Trust × Passion. You’ll learn how to build a Thought Leadership Platform that earns permission, creates ...

ROI Reimagined introduces 11 revolutionary ways to measure business success in the modern marketplace: Return on Inspiration – How well do you motivate your people? Return on Integrity – Do customers trust your brand? Return on Inclusion – Does your business reflect the world you serve? Return on Innovation – Are you evolving fast enough to stay relevant? And 7 more game-changing metrics that forward-thinking leaders are already using to outperform their competition. Why settle for measuring the past when you could be shaping the future?

The former director of communications at Harley-Davidson and one of the most sought-after speakers in the world reveals his exhilarating, innovative approach to creating customer loyalty and marketplace dominance. Ken Schmidt is a wanted man. His role in transforming Harley-Davidson Motor...

When the world’s biggest brands want to sharpen their digital marketing strategy, they call Neil Hoyne – Google’s Chief Measurement Strategist and Senior Fellow at the Wharton School. In his first book, he offers a simple, research-backed playbook that anyone can use to find their best...

Any Fundraiser will learn how to develop a highly functional fundraising operation, how to engage donors in respectful, graceful and meaningful ways to create lasting, difference-making philanthropic mutual outcomes and impacts. As a non-profit organization, you will also learn how to practically build donor portfolios, fundraising teams, understand emerging donor personalities, and ultimately design a philanthropic culture where the fundraiser becomes the donor advisor and the donor is always treated as the NPO’s investor, partner, and – in reality – the hero of the story! What ...

Great brands stand for more than just cool products and clever advertisements. They inspire audiences. They enrich communities. They energize people. They move people’s lives forward. Most importantly, great brands don’t just interrupt: they empower. And that empowerment leads to exponential growth. Over the past 20 years, Jeff Rosenblum and his team at Questus have created content and campaigns for the world’s most iconic brands. In Exponential, he turns that wealth of experience into a comprehensive program for modern advertising and business strategy.

The Product Mindset approaches product development from a bold, new direction, based on a shared internal outlook that drives focus, speed, experimentation, and innovation from a wide variety of stakeholders. David DeWolf and Jessica Hall provide you with all the tools you’ll need to revitalize your company’s methodologies, reframe its culture, and help your company thrive in the digital marketplace.

How do you grow a truly sustainable business in the hypercompetitive 21st century? By using the practical, psychology-based strategies in this book to dive into the mind of your customer and enhance your business's customer experience by creating "buying loops" that keep your customers coming back for more. The Customer Loyalty Loop includes proven, science-backed secrets for building legions of loyal customers who will become evangelists for your business, buy from you repeatedly, and actually enjoy doing business with you.

Are you tired of attending networking events that lead nowhere? Do you want to build a thriving network of contacts that actually generates business? Look no further than Business Networking by Honorée Corder. With over two decades of experience as an executive coach and empire builder, Ms. Corder has distilled her expertise into a practical guide that will revolutionize your approach to professional relationships. This book isn’t about quick fixes or manipulative tactics—it’s about creating genuine connections that stand the test of time. Through her innovative 12x12 Matrix System, ...

80% of companies say they give great service… Only 8% of customers say those companies give great service 3 in 5 Americans would try a new brand or company for a better service experience Customer service has gotten so bad that 7 in 10 Americans said they were willing to spend more with companies that they believe provide excellent customer service These statistics are as scary as being stuck on It’s A Small World for anything more than a minute. But they do not have to define you and your company. You can create a service powerhouse in your company that your competitors will never copy...

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.

Stand aside, we’re coming through! That’s the cry of a new generation of technology vendors. They have a new approach to enabling success for their customers. And they’re thriving as a result. These vendors all have subscription pricing at the heart of their business. Each has learned that if customers don’t feel they’ve had success, recurring revenue doesn’t grow, and may even decline. What makes them different? They have absolute clarity about what the customer considers success to be. And they’ve built their business around enabling that success.

Feast or famine, boom or bust - it's a pattern that too many sales organizations regard as a necessary evil. And that's plain wrong. If you want a long-term career, you need to get off the roller-coaster of inconsistent results. Instead of frantic scrambles to meet quotas, you can create a strong year-round record of closed sales, repeat customers, and increasing referrals, all while you build a growing prospect list.

In today's high-speed, customer-empowered world, the levels of swiftness and efficiency of business transactions will determine ultimate success or failure. In this groundbreaking guide, Dooley helps you spot the inevitable points of friction in your organization, and he provides the tools and insight you need to eliminate them. By truly understanding the impact friction can have, you'll be able to establish positive habits and eliminate negative ones - all with the end result of building a company that's the envy of your industry.

The goal of this book is to hand you easy-to-implement ideas that can help you get fully enrolled in your early childhood program, with a waiting list. And not just any old ideas - these are the 77 best ideas and strategies we use consistently. Kris Murray has helped hundreds of owners grow their enrollment by 15 to 300 percent in just a few months, so it’s possible for you too. In fact, she has included some of their case studies and results from using the ideas in this book, to provide you with proof and inspiration.

Our book demystifies the art of negotiation, proving that with the right techniques and mindset, anyone can become a master. Say goodbye to self-doubt and hello to confident deal-making! Arm yourself with the proven strategies in this book, and watch as you navigate negotiations with confidence and acumen, regardless of your starting point.