Customer services Books

Book SynopsisGreat leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star.Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton.Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries.But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS.With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.Trade Review"…a clear and passionate argument for companies focusing singularly on making the lives of their customers better—a thought-provoking thesis as more businesses shift from a primary focus on serving shareholders to embracing the values of stakeholder capitalism." — CharterAdvance Praise for Winning on Purpose:"[Reichheld's] most important work to date. It proves that the primary purpose guiding all great organizations is to enrich the lives of customers." — John Donahoe, CEO, Nike (from the Foreword)"Reichheld is a true pioneer in his field . . . his practical ideas earn a high Net Promoter Score." — Adam Grant, New York Times bestselling author, Think Again; host, TED WorkLife podcast"Reichheld has again delivered a compelling and remarkable piece on winning through customer loyalty . . . 'Do the right thing' and read the book!" — Andrew C. Taylor, Executive Chairman, Enterprise Holdings"This book is fantastic! Net Promoter is more relevant than ever in the digital world." — Brad Olson, Chief Business Officer, Peloton"[Reichheld's] thinking has influenced our organization for decades, and he has raised the bar once again." — Tim Buckley, Chairman and CEO, Vanguard"This book shows how NPS provides companies with both a moral compass and a powerful tool for success." — Zeynep Ton, professor, MIT Sloan School of Management; author, The Good Jobs Strategy"Winning on Purpose confirms [Reichheld] as the unquestioned leader in his field. It's a must-read for any businessperson pursuing sustainable success." — Walt Bettinger, President and CEO, Charles Schwab"Reichheld has changed the business community forever, first with Net Promoter and now with Earned Growth. Every entrepreneur should read this book." — Dave Gilboa, cofounder and co-CEO, Warby Parker

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Book Synopsis Let’s face it, dealing with customers isn’t easy. They aren’t always right—or even pleasant—but knowing the right words to use can make all the difference. Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This! sample scenarios that brin

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Book SynopsisSuperfans aren't just for pop stars and NBA teams. What if your customers loved your brand the way Swifties love Taylor or Drake loves the Raptors? In Creating Superfans, entrepreneur, keynote speaker, and fan-engagement guru Brittany Hodak shares the proprietary five-step SUPER Fan System she developed running successful campaigns and products for globally known brands including Walmart, Disney, Amazon, Katy Perry, the Boston Red Sox, and more. With her trademark mix of humor and sharp business insights, she combines entertaining stories from her years of working with major stars like Dolly Parton and KISS with case studies of familiar brands and companies to illustrate the effective and easy-to-master system for transforming customers into passionate advocates of your brand. You'll learn how to: - Define, understand, and share your own unique brand story - Better capture, understand, and utilize customer feedback - Connect your brand's story to your individual customers' stories - Make exceeding customer expectations business-as-usual - Regularly earn and capitalize on customer referrals You'll also get checklists, exercises, and easy-to-implement tools that will have you building your very own legion of superfans right away. Whether you're launching a career as a recording artist, running a tech startup, or helming a hundred-year-old brand, you, too, can tap into the power of superfandom.

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Book SynopsisSuccess in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company’s president and COO Herve Humler.This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today’s top hoteliers, restaurateurs, and masters of hospitality management including:Four Seasons Chairman Isadore Sharp: How to build an unsinkable company cultureUnion Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and moreTom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurantVirgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approachRitz-Carlton President and COO Herve Humler: How to engage today’s new breed of luxury travelers Double-five-star chef and hotelier Patrick O’Connell (The Inn at Little Washington) shares the secrets of creating hospitality connectionsDesigner David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with today’s travelersRestaurateur Traci Des Jardins on building a “narcissism-free” hospitality cultureLegendary chef Eric Ripert’s principles of creating a great guest experiences, simultaneously within a single dining room.The Heart of Hospitality is a hospitality management resource like no other, put together by leading customer service expert Micah Solomon. Filled with exclusive, first-hand stories and wisdom from the top professionals in the industry, The Heart of Hospitality is an essential hospitality industry resource.As Ritz-Carlton President and COO Herve Humler says in his foreword to the book, “If you want to create and sustain a level of service so memorable that it becomes an unbeatable competitive advantage, you’ll find the secrets here.”Table of ContentsCONTENTS Foreword by Herve Humler, President and COO,The Ritz-Carlton Hotel Company, LLC ix Introduction xi 1 The Last Customer on Earth 3 2 Systems and Standards: The Secret Weapons of Service 21 3 People Are the Heart of Hospitality 43 4 Building a Culture of Yes 71 5 Developing a Genuine Service Style 99 6 The Power of Authenticity 119 7 Moviemaking and Magic 137 8 The "Chocolate Tastes Better When It's Being Shared" Theorem 155 9 How the Digital Revolution Has Changed Your Customers 173 Afterword 201 Notes 203 List of Hospitality Leaders Who Were Interviewed by the Author for This Book 207 Index 213 About the Author 224

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Book SynopsisTable of ContentsIntroduction xxvii Chapter 1 • Stages of an Implementation Overview 1 What Is Microsoft Dynamics? 1 The Client Journey 2 Implementation Methodologies 5 Waterfall and Sure Step 5 Agile and Scrum 7 Triple Constraints 8 The Bottom Line 9 Chapter 2 • What to Do Before You Begin a Project 11 Identify Your Project Team and Stakeholders 11 Executive Sponsor 12 Project Owner 12 Business Process Owner(s) 13 Project Manager 13 Core Team and a Core Team Lead 14 Subject Matter Experts 14 IT Resources 15 Time Commitment by Role 17 Identify Your Processes in Scope 18 Clean Up Your Data 19 Identify Your “Master” Data 19 Develop Naming Conventions 20 Identify System Owners 20 Find and Resolve Duplicates and Incorrect Data 20 Define Your Success Metrics 21 Possible Benefits 22 Building Your Business Case and Securing Funding 23 How Much Should an ERP Project Cost? 24 Costs to Include in Your Calculations 24 Capitalizing Costs 25 Contingency 27 Return on Investment (ROI) 27 Gaining Approval 28 The Bottom Line 29 Chapter 3 • Four Keys to Consider When Buying an ERP or CRM Solution 31 Selection Process 31 Selection Consultant 32 Decision Maker 33 The Four Keys 33 Fit 34 Platform 35 Implementer 39 Cost 41 Building Your Scorecard 44 The Bottom Line 45 Chapter 4 • How to Evaluate and Buy Business Application Software 47 Buying Process Steps 47 Qualification Stage 48 Discovery and Demonstration Stage 49 Selecting Your Vendor 51 Leadership or Board Approval 54 Moving Forward 54 The Bottom Line 54 Chapter 5 • Organizing Your Team for Success and Project Governance 57 RACI 57 Your Project Team 58 Your Partner’s Implementation Team 59 Executive Sponsor 60 Engagement Manager 60 Project Manager 60 Solution Architect or Solution Delivery Manager 60 Functional Consultant or Consultants 61 Technical Consultant 61 Development Lead and Developers 61 Integration Architect 61 Data Migration Specialist 62 Project Governance 62 Project Communication 62 Resource Loading 62 Project Schedule 66 Document Repository 67 Budget Tracking 68 Change Requests 68 Project Management Plan 68 The Bottom Line 69 Chapter 6 • Sprints and Tools Needed to Run Your Project 73 Definition of a Sprint 73 Length of a Sprint 74 Start and End of a Sprint 74 Delivering Value in a Sprint 74 Backlog 75 Project Backlog 75 Sprint Backlog 76 Allocating Work to Team Members 76 Sprint Success Rate 76 Sprint Meetings 77 Sprint Planning 77 Sprint Review 77 Sprint Retrospective 78 Stand-up Meetings 78 Work Definitions 79 Epic 79 Feature 79 User Story 80 Requirement 80 Research Task 80 Design Task 80 Development Task 81 Test Task 81 Other Task 81 Test Case 81 Test 81 Bug (Defect) 81 Risk 81 Issue 82 Change Request 82 Code and Changesets 82 Azure DevOps 82 DevOps Fields 82 Progress Reporting 83 Analytical Views 83 The Bottom Line 84 Chapter 7 • Change Management Throughout Your Project 87 Success Criteria 88 Use of Satisfaction Surveys 89 Nine Steps to Change Management 90 Leadership Alignment 90 Organization Evaluation 91 Outline Your Business Process Change Steps 92 Develop a System Vision that Provides Benefits to All Stakeholders 92 Communicate Effectively 92 Maximize the Team’s Time in the New System 94 Train Effectively 94 Set Realistic Expectations for the System Just After Go-Live 94 Support Your Team Members After Go-Live 95 Steps to Business Process Change 95 Importance of Adoption 96 The Bottom Line 96 Chapter 8 • Organizing Your Business by Processes 99 Common Language Businesses Speak 99 Operations 100 Sales 100 Finance and Administration 100 Standard Processes 100 Process Hierarchy 102 Process Category 102 Process Group 103 Process 103 Sub-processes, Tasks, Activities, and Requirements 104 Discovering Your Processes 104 SIPOC 104 Core Team Members 106 Rounding Out Your Scope 106 The Bottom Line 106 Chapter 9 • Independent Software Vendors—Filling Gaps and Managing Partnerships 109 The Purpose of ISVs 109 Hosting Providers 110 Private Hosting 111 SaaS-Style Hosting 111 Industry ISVs 111 Deciding If You Need an Industry ISV 112 Functional ISVs 113 Missing Functionality 113 Advanced Features 113 Missing Connector 113 Automation 114 Reporting Extensions 114 Deciding If You Need a Functional ISV 114 Working with ISVs 114 Budgeting for ISV Solutions 115 Implementation Partner or Customer Managed 115 Buying the ISV License or Subscription 115 Implementation of ISV Products 116 Manage Your ISV Projects Closely 116 Microsoft’s AppSource Marketplace 117 Product Listing 118 Services Listing 118 The Bottom Line 119 Chapter 10 • Factors for a Successful Project Kickoff 121 Pre-Kickoff Meeting Activities 121 Checklist 121 Expectations for the Meeting 124 Outing 124 Kickoff Meeting Content 124 Executive Overview 125 Introductions and Role Review 125 Expectations for Team Members 126 Project Management and Communication Plan 126 Project Schedule 126 Resources 126 Navigation Overview [Optional] 127 Wrapping Up 127 Executive Message 127 Expectations for the Project Team 128 Time Commitment 128 Decision-Making 129 Power of Positivity 129 The Bottom Line 130 Chapter 11 • Designing the Software Collaboratively 133 Joint Application Design Concept 133 Joint Process Design and Other Design-Related Definitions 134 What Is a Joint Process Design (JPD) Session? 134 Happy Path 136 “As-Is” vs “To Be” 136 Joint Process Design Iterations 137 JPD1 137 JPD2 139 JPD3 140 JPD4 140 Keys to Successful JPDs 140 JPD Output 141 SIPOC 142 The Bottom Line 143 Chapter 12 • Requirements Gathering and Staying “In the Box” 145 Staying in the Box 145 Customization vs In-the-Box Examples 146 Requirements 147 Out-of-the-Box Fields as Requirements 147 Requirements Link to Processes 148 Functional vs Non-functional Requirements 149 Verifying Requirements 150 Writing Good Requirements 150 Requirements Tips 150 Fit/Gap Analysis 151 Fit/Gap Spreadsheet 152 Trade-Offs 153 The Cost of Customizations 154 Cloud vs On-Premise Software 155 The Bottom Line 155 Chapter 13 • Conference Room Pilots 157 The Purpose of a Conference Room Pilot 157 How to Organize CRPs 158 Common Elements of CRPs 159 CRP Agenda 159 Logistics 160 Issues and Questions 160 CRP Roles and Responsibilities 161 Session Leader 161 Helper/Expert 162 Business Process Owner 162 Users/Students 162 Who Not to Invite 163 CRP Place in the Overall Schedule 163 Can You Do a CRP on One Process Group at the Same Time That You Do a JPD? 164 Entrance Criteria 164 CRP vs UAT 166 How They Are Similar 166 How They Are Different 166 What to Do Between CRP and the End of the Create Stage 167 CRP Goals 168 The Bottom Line 168 Chapter 14 • Dealing with Challenges Mid-Project 171 Managing the Project Status 172 Status Report 172 Colors on a Status Report 173 Managing Your Budget 175 Project Pulse 177 Risks and Issues 177 Risk Register 178 Issues vs Bugs 179 Common Project Challenges 179 The Bottom Line 183 Chapter 15 • Customizations vs Configurations and How You Manage Them 185 Customizations vs Configurations 185 Customization 185 Configuration 186 Integration 186 Master Data 187 Metadata 187 Personalization 187 Reference Data 187 When to Customize vs Configure 188 Why Choose to Customize 188 Tracking Configurations 188 Configuration Tracker 189 Gold Environment 189 Lifecycle Services 189 Functional Design Documents 190 Overview 190 Modification 190 Testing 190 Development Quotation 191 Revision and Sign-off 191 Updates 191 Design Complete 191 The Development Process 192 Develop the Solution 192 Unit Test 192 Code Review 193 Functional Testing (Part 1) 193 Finishing Up 194 After Code Complete 194 Deploying the Code 194 Functional Testing (Part 2) 194 Preparing for CRP and UAT 195 The Lifecycle of a Customization 195 Managing These Tasks 195 Wrap-Up 196 The Bottom Line 197 Chapter 16 • Data Migration—Early and Often 199 Data Migration Plan 200 Proactive Cleaning 200 Before the Kickoff 201 Data Migration Tool 202 Iterations 203 Extract 206 Finding the Data 206 Extraction Tools 206 Transform 208 Mapping the Data 208 Mapping Tools 208 Transforming Mapped Data 209 Load 210 Order of Operation 210 Load Time 210 Validating the Data 210 Technical Validation 211 Business Validation 211 Functional Validation 212 Go-Live Iteration 212 The Bottom Line 213 Chapter 17 • Environment Management and Deployments 215 Types of Environments 216 Developer Environments 216 Build 217 Test 217 Sandbox 218 Production 219 Environment Plan 220 Types of Releases 220 Frequency of Code Moves 222 Populating Configurations and Master Data 222 Deploying Code 223 Application Lifecycle Management 223 Environment Flow Using DevOps 224 Rollback 224 Security 225 Definitions 225 How Best to Manage 226 The Bottom Line 227 Chapter 18 • Testing 229 Definitions 229 Types of Testing 230 Common Testing Terms 231 Pre-Deploy Stage Activities 232 Testing Strategy 232 Unit Test and Regression Tests 233 Developing Test Cases 234 UAT Entrance Criteria 235 UAT Exit Criteria 236 UAT Sessions 236 Purpose 236 Additional Benefits of UAT Sessions 237 UAT Roles and Responsibilities 237 Executing Your Test Plans 238 Tips for the Sessions 239 Post UAT Testing 240 Issues List 241 Process Sign-Offs 241 Scenario Recaps 241 The Bottom Line 242 Chapter 19 • Training for All 245 Learning During Interactive Sessions 246 JPDs 246 CRPs 246 UAT 247 Learning Modalities 247 In-Person, Classroom Style 248 Remote, Synchronous Training 249 Asynchronous 251 Building Your Training Content 251 End User Training Content 251 Product Help Content 252 Microsoft Learn 253 Recording Sessions 253 Task Recorder 253 How Much to Document 254 How to Manage and Distribute Your Content 254 Learning Management Systems 255 Building Your End User Training Schedule 255 Pre-Training Learning 256 Train the Trainer 256 Synchronous Sessions 257 Advanced Concepts 257 Testing Users’ Knowledge 257 Office Hours 258 The Bottom Line 259 Chapter 20 • Going Live 261 Go-Live Criteria 261 Cutover Plan 262 Bug Criteria 262 Data Migration and Security Criteria 263 Support Readiness 264 Training Review 264 Communication Plan 265 Go-Live Scorecard 265 Mock Cutover and Final Week Activities 266 Disaster Recovery 267 System Setup Before Cutover 267 Go/No-Go Meetings 268 When to Have It 268 Voting Criteria 268 Meeting Agenda 269 Order and Outcome of the Votes 269 Next Steps 270 Live Cutover 270 Impact of the Cutover Start Timing 271 Completing Cutover Activities 271 Rollback Plan 272 Acknowledge the Team 272 The Bottom Line 272 Chapter 21 • Hypercare 275 Go-Live Support 275 Day 1 276 Week 1 276 Project Change Champions 277 Prioritizing Issues 277 Weeks 2–4 278 First Month End 278 Duration of Hypercare 279 Role of HelpDesk 279 Sample SLA 280 Project Team Support 280 Support Levels 281 Refer Users to Training 283 Making the Transition to HelpDesk Later 283 Post Go-Live Releases 284 Planning for Future Releases 285 Hotfix Release 285 Scheduled Releases 286 Project Team Transition 287 Rolling Off the Project Team 287 Documentation 288 Expectations of Support 288 After the Transition 289 The Bottom Line 289 Chapter 22 • Support and Enhance Your Project 291 Support After Hypercare 291 Extending the Transition from Consulting to Support 292 Engaging Your Partner for Support 292 Microsoft and ISV Support Plans 294 After Action Review 295 Who to Invite 295 How to Run the Meeting 296 What to Do with the Feedback 297 Ongoing Releases 297 Microsoft Dynamics 365 Release Cadence 297 Release Testing 297 When to Schedule Your Releases 298 What to Include in Releases 299 Future Enhancements 299 New Functionality 299 Usability 300 Guardrails 301 Business Intelligence 301 Incorporating Dynamics Data into Your Daily Business 302 Integrations 302 Machine Learning and Artificial Intelligence 302 Calculating Return on Investment 303 ROI Checkpoints 304 The Bottom Line 305 Chapter 23 • Bringing It All Together 307 Align Stage 307 Define Stage 308 Create Stage 311 Deploy Stage 313 Empower Stage 314 Additional Resources 315 The Bottom Line 315 Appendix • The Bottom Line 317 Chapter 1: Stages of an Implementation Overview 317 Chapter 2: What to Do Before You Begin a Project 318 Chapter 3: Four Keys to Consider When Buying an ERP or CRM Solution 320 Chapter 4: How to Evaluate and Buy Business Application Software 322 Chapter 5: Organizing Your Team for Success and Project Governance 323 Chapter 6: Sprints and Tools Needed to Run Your Project 325 Chapter 7: Change Management Throughout Your Project 326 Chapter 8: Organizing Your Business by Processes 328 Chapter 9: Independent Software Vendors—Filling Gaps and Managing Partnerships 329 Chapter 10: Factors for a Successful Project Kickoff 331 Chapter 11: Designing the Software Collaboratively 332 Chapter 12: Requirements Gathering and Staying “In the Box” 334 Chapter 13: Conference Room Pilots 335 Chapter 14: Dealing with Challenges Mid-Project 337 Chapter 15: Customizations vs Configurations and How You Manage Them 338 Chapter 16: Data Migration—Early and Often 340 Chapter 17: Environment Management and Deployments 341 Chapter 18: Testing 343 Chapter 19: Training for All 344 Chapter 20: Going Live 346 Chapter 21: Hypercare 347 Chapter 22: Support and Enhance Your Project 349 Chapter 23: Bringing It All Together 350 Glossary 353 Index 369

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Book SynopsisWhat is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book "The Cult of the Customer", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.

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Book SynopsisCreating Authentic Customer Connections in a High-Tech World. In The Relationship Economy, author John DiJulius teaches business leaders about the importance of relationship building in the digital age. He argues that in spite of (and because of) the advances in tech, we've become a less connected society. We have dramatically evolved away from face-to-face communication, and the skill of building rapport is evaporating. This means that customer personalization and relationships are more important now than ever-they will be the key to success for businesses moving forward. As he aptly states, "Being able to build true sustainable relationships is the biggest competitive advantage in a world where automation, artificial intelligence, and machine learning are eliminating millions of jobs and disrupting entire industries, business, and careers." This book reminds readers of the importance of personal connections and shows them how to attain meaningful, lasting relationships with their customers.

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Book SynopsisGreat or Poor is a powerful and proven system to deliver excellent customer experiences in any organisation. Based around four key principles, the book shows readers how to (1) establish a genuine customer-focused mission which is embraced throughout the organisation (2) identify and understand customers' REAL needs (3) get their teams always to go "the extra inch" and (4) establish a true measure of the results. The system has already been tried and tested in a number of organisations with great results. In the words of Guy Insull, founder and MD of The Champions Club, it is is "an amazingly simple yet powerful system"; Neil Robertson, CEO of The British Institute of Innkeeping, describes it as "a real breakthrough"; and author Richard Denny says it is "the best material on customer care that I have ever come across".Trade Review"This is the best material on customer care that I have ever come across - absolutely superb!" Richard Denny, Author of the bestselling Selling to Win, and Chairman of the Richard Denny Group "This is an amazingly simple yet powerful system. I cannot recommend it highly enough." Guy Insull, Founder and MD, The Champions Club "This book is a real breakthrough in simple and effective help for businesses large and small." Neil Robertson, CEO, The British Institute of Innkeeping "A refreshing change from the usual run of management self-help books." Ian Marshall, Chairman, Markel International "Great or Poor shows managers and leaders how systematically to turn common sense into common practice in the field of customer service." Ted Tuppen, Chief Executive, Enterprise Inns PLC

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Book SynopsisTop CRM experts share secrets for creating lifelong customers. Insights from CEOs on emotive connections, customer acquisition, retention, service quality, profitable customer identification, tech impact, and loyalty. Valuable lessons for CRM, marketing, and sales professionals to build profitable relationships.

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Book SynopsisThe book emphasizes the importance of the 'human' aspect in Customer Relationship Management (CRM) over technology. It is divided into three parts covering CRM strategies, call center management, and case studies. The authors believe that successful CRM relies on prioritizing the 'human' element.

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Book SynopsisAlthough the female movement is interwoven into our social world and people preach “girl power,” brand experience expert Katie Mares has seen that this mindset hasn’t penetrated business branding or the experience businesses provide to women. Very few businesses focus on elevating “interaction” so that a brand experience includes a personal connection with the consumer and addresses their genuine interests and needs. This branding disconnect is a problem not only for female consumers but also for businesses that lose potential sales and women’s loyalty. CustomHer Experience provides businesses with the insight, guidance, and tools to • better understand the female consumer, • transform the transactional service a woman currently receives into the alluring, interactional experience she craves, • adjust their approach when interacting with customers, and • ignite a spark in their teams and companies. CustomHer Experience sends the clear message that true power comes when businesses focus on providing a brand and consumer experience that women—the world’s most influential consumers—can’t live without. When businesses start doing that—and doing it well—they can cultivate trust, build loyalty, earn referrals, and make top-line sales, and their female customers won’t want to go anywhere else. Katie Mares’s book is for anyone in business who wants to completely upend their industry

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Book SynopsisThrough the use of timely case studies and fascinating stories, Six Pixels of Separation offers a complete set of the latest tactics, insights, and tools that will empower you to reach a global audience and consumer base—which, best yet, you can do pretty much for free.Is it important to be connected? Well, consider this: If Facebook were a country, it would have the sixth largest population in the world.The truth is, we no longer live in a world of six degrees of separation. In fact, we're now down to only six pixels of separation, which changes everything we know about doing business.This is the first book to integrate digital marketing, social media, personal branding, and entrepreneurship in a clear, entertaining, and instructive manner that everyone can understand and apply.Digital marketing expert Mitch Joel unravels this fascinating world of new media-but does so with a brand-new perspective that is driven b

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a huge range and FREE tracked UK delivery on ALL orders.

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a huge range and FREE tracked UK delivery on ALL orders.

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a huge range and FREE tracked UK delivery on ALL orders.

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a huge range and FREE tracked UK delivery on ALL orders.

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a huge range and FREE tracked UK delivery on ALL orders.

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a huge range and FREE tracked UK delivery on ALL orders.

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a huge range and FREE tracked UK delivery on ALL orders.

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a huge range and FREE tracked UK delivery on ALL orders.

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a huge range and FREE tracked UK delivery on ALL orders.

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Book SynopsisWhat can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades - it turns out there is plenty to learn. Dennis Snow's Lessons From the Mouse provides ten no-nonsense, practical principles that anyone, anywhere can apply. He entertains while he educates with chapters like 'What Time is the 3:00 Parade?' Is Not a Stupid Question.The mouse is very candid here - no Disney pixie dust blinds the reader. Backstage snafus, onstage errors, and occasional chaos emerge in all their drama, humor, or irony. At its heart, though, Lessons From the Mouse presents ten lessons that guide readers in applying excellence in their own organizations, careers, and lives. Whether being used as a tool for increased organizational effectiveness or a pocket guide for the college grad or new entrepreneur, Lessons From the Mouse offers timeless, straightforward advice.

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a huge range and FREE tracked UK delivery on ALL orders.

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Book Synopsis The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book’s blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: • The power of leaning into criticism • Trigger phrases that can make bad situations worse • The secret to helping people feel deeply heard in a crisisTable of Contents CONTENTS Foreword by Carol Roth xiii Acknowledgments xv Introduction 1 PART I WHY WORST-CASE SCENARIOS MATTER 5 Chapter 1 Understanding the ``Uh-Oh’’ Moment 7 Why Worst-Case Scenarios Are Important 8 Good Intentions Are Not Enough 11 PART II TOOLS FOR DEFUSING A CUSTOMER CRISIS 15 Chapter 2 Leaning Into Criticism 17 Step 1: Hand Their Complaints Back to Them 19 Step 2: Use ``Wow’’ Words 20 Step 3: Steal All Their Good Lines 22 Step 4: Never Defend Yourself First 23 Why Leaning In Is So Hard 25 Putting Learning into Practice 27 Chapter 3 Achieving Deep Acknowledgment 28 Why We Don’t Acknowledge Demanding Customers 29 The Four Powerful Levels of Response 30 Acknowledgment: Your Key to Handling Any Situation 37 Putting Learning into Practice 38 Chapter 4 Avoiding Trigger Phrases 40 The Other Golden Rule 41 Trigger Phrases and How You Can Avoid Them 42 Less Is Often More 48 Putting Learning into Practice 49 Chapter 5 Divide and Conquer: The Safe Way to Deliver Bad News 51 Step 1: A Good Introduction That Prepares the Customer 52 Step 2: A Proactive Summary That Moves the Customer Toward a Solution 55 Step 3: An Empathetic Response to the Customer’s Reactions 57 Putting Learning into Practice 60 Chapter 6 Powerful Problem Solving: Beyond ``Yes We Can’’ and ``No We Can’t’’ 62 Step 1: Clarify the Other Person’s Needs 63 Step 2: Frame Your Response 64 Step 3: Create Incentives 67 Step 4: Respond to Objections 68 A New Way to Solve Problems 69 Putting Learning into Practice 70 Chapter 7 Reframing Your Message 72 How Reframing Works 72 When Reframing Is a Bad Idea 76 A New Perspective 78 Putting Learning into Practice 79 Chapter 8 Grounding an Angry Outburst 81 Understanding Customer Anger 81 Step 1: Use the Highest Acknowledgment Level Possible 83 Step 2: Ask Assessment Questions 86 Step 3: Shift the Discussion 88 Working in the Red Zone 92 Putting Learning into Practice 93 Chapter 9 Becoming Immune to Intimidation 94 Angry Customers vs. Toxic Entitlement 95 The Basics of Nonreactivity 97 Putting Nonreactivity to Work 101 Can Entitled Customers Change? 102 Putting Learning into Practice 103 Chapter 10 The Wrap-Up 105 Understanding Good Closings 105 The Right Ending: A Good Beginning 110 Putting Learning into Practice 110 PART III YOUR WORST CUSTOMER SITUATIONS—SOLVED! 113 Chapter 11 You’re the Boss 115 Lean Into the Customer’s Biggest Concerns 116 Ask Good Questions 117 Respond to Threats with ``Can-Do’’ Language 119 The Law of Reciprocity 120 Chapter 12 Don’t You Know Who I Am? 121 Mirror the Customer’s Emotions 121 Explore the Options 122 Use the LPFSA 124 Show a Personal Interest 124 Chapter 13 The Concert That Never Was 125 Talk with the Customer First 126 Practice Creative Service Recovery 127 Respond to the Public 129 Chapter 14 I’ll Be Suing You 131 Do Not—Repeat, Do Not—Defend Yourself First 132 Explore Solutions 133 Frame the Benefits 133 Chapter 15 Quelling a Social Media Firestorm 135 Be Real 136 Be Quick 136 Reach Out to the Person Behind the Keyboard 137 Trust the Will of the Crowd 137 Chapter 16 Just Plane Terrible 139 Be Present 140 Deliver the Bad News in Stages 141 Reframe the Situation 142 Don’t Take It Personally 143 Chapter 17 Anger Management 145 Frame the Situation 145 Acknowledge Bruno 146 Frame Your Response 148 Execute the Endgame 149 Relationship Building 150 Chapter 18 Not So Smart 151 Meet the Customer Where He Is 151 Explore the Deeper Question 152 Make the Customer Feel Good 153 PART IV BEYOND THE WORST CASE 155 Chapter 19 When Talking Isn’t Enough: Keeping Yourself and Your Customer Safe 157 Situational Awareness: Trusting Your Gut 158 Reacting to Risk 160 Don’t Go It Alone: Have a Safety Plan 162 Chapter 20 From Customer Crisis to Excellent Service: Lessons for the Whole Organization 164 Creating a Service Culture 164 Managing Internal Conflict 166 Personal Growth 167 Communicating as an Organization 168 The Bottom Line 169 Appendix Solutions to Putting Learning into Practice Exercises 171 References 179 Index 183 About the Author 189

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Book SynopsisStand-out brands serve a simple purpose: they resonate with their audience. Learn how to avoid the mistakes that have muddied other brands and keep your company’s focus where it belongs--on the customers.

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