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Books, Resources & Products We Recommend - Taking Care of Customers
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| Bag the Elephant |
Steve Kaplan
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Bag the Elephant! is more than a strategy book; it's packed with proven guidelines, tools, and techniques. Throughout the book you'll find stories, derived from the author's real-world experience, that show you how to put the strategy to work. |
| Be the Elephant- Build a Bigger, Better Business |
Steve Kaplan
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In business, there's no standing still. The trick is to become an elephant—big enough to make a difference, healthy enough to withstand financial currents, strong enough to influence your market—and smart enough to avoid the pitfalls of growth. Author Steve Kaplan provides the business-growing playbook for every entrepreneur, CEO, sales professional, small business owner, and manager alike. The strategy, the process, the toolbox. |
| Building Customer Loyalty |
JoAnna Brandi
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Customer Loyalty is at an all time low, some even say it’s dead. Is Loyalty Dead? Absolutely not! But customer loyalty is tougher than ever to earn, and you’d better figure how to earn it before your competitor does. Building loyalty is challenging because so much of customer loyalty is emotionally based. In this 50 page handbook, JoAnna explores 21 Essential Elements of loyalty and gives you action steps to achieve them. |
| Building The Dream Workforce |
Mark Mayberry
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Would you like for your Team to "take ownership?" Discover how to get your Team Members to care as much about your business as you do! "Building The Dream Workforce" will help you make good people great - and great people even better! |
| Creating Customer Evangelists |
Ben McConnell
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Harness the power of customer evangelism to increase loyalty, sales, and profitability of your organization. Authors Ben McConnell and Jackie Huba know how to take a company's best customers and turn them into influential, loyal, and enthusiastic evangelists. Creating Customer Evangelists explains the six tenets of customer evangelism, why they work and how readers can use them in their own marketing efforts. Through in-depth research and interviews, authors Ben .... [Read More] |
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| Customer Astonishment |
Darby Checketts
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Customer Astonishment: 10 Secrets to World-Class Customer Care explores colorful customer situations illustrating the "Power of WOW," which is needed to positively astonish those who depend on you. In turn, you will achieve your goals and prosper. This book represents the essence of what author Darby Checketts has learned and taught in customer relations, and it will help you set your own mark for world-class customer care.
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| Customer Mania! |
Ken Blanchard
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In Customer Mania!, Ken Blanchard, one of America's biggest bestselling authors and inspiring business leaders, writes of the key to customer service -- creating a people-oriented, performance-driven, customer-first organization. Along with coauthors Jim Ballard and Fred Finch, Blanchard explains why the customer is the right starting place from which to build a successful business. By drawing on examples from the world's largest restaurant company, Yum! -- owner .... [Read More] |
| Customer Service From The Inside Out Made Easy |
Paul Levesque
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The how-to manual for creating a customer experience that delivers a powerful competitive advantage Most customer service books describe what excellent customer service looks like and then tell you to go do it. That's as useful as curing insomnia by showing insomniacs videos of people sleeping! This book moves beyond what superior customer service looks like and spells out how you can make it happen. It teaches you how to motivate your employees to personally focus on .... [Read More] |
| How to Deal With Difficult Customers |
Dave Anderson
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Why put any effort into trying to sell to stubborn, obnoxious, and belligerent customers (SOBs)?
In this one-of-a-kind guide, you'll discover that SOBs are made, not born, and you'll learn how to win over the customers who make most salespeople want to run away screaming. Anderson explains the seven major factors that turn normal customers into SOBs, most of which involve previous experiences with salespeople who lacked the skill, knowledge, or motivation to serve .... [Read More] |
| Hug Your Customers |
Jack Mitchell
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Jack's business philosophy is based on "hugs" -- personal touches that impress and satisfy the customer. He has a deceptively simple but winning relationship approach to customer service. Text reveals secrets for developing long-lasting business relationships and customer loyalty. Shows how to include personal touches that impress and satisfy the customer, such as remembering the name of your customer's pet; calling a customer to make sure he's satisfied after a .... [Read More] |
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| If You Don't Make Waves You'll Drown |
Dave Anderson
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In If You Don't Make Waves, You'll Drown, Dave Anderson doesn't pull any punches. Offering simple wisdom and politically incorrect solutions that really work, he's not here to inspire you, but to taunt you into action. He shows you how to be more direct without being disrespectful; how to give honest feedback even when it hurts; and how to hold employees accountable for results. In short, you'll learn how to get the most out of your business. |
| Questions That Sell |
Paul Cherry
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Simply knowing the right questions to ask can make the difference between finalizing a sale or losing it. Most salespeople have extensive knowledge of their products, but many fail to ask the questions that will help them uncover the real needs of their customers. Questions That Sell is an invaluable resource for connecting with customers, understanding what they need, and closing more sales, faster.
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| Service Magic |
Ron Zemke
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Service magic is an art and depends on developing customer rapport, excellent timing, and many hours of practice. Customer service wizards Chip Bell and Ron Zemke have decades of experience advising and coaching the world's biggest businesses in the fine art of providing excellent service. In their new book, Service Magic, the authors use examples from diverse industries to reveal inventive-and fun-approaches to customer service. Using new models for creating customer .... [Read More] |
| Shopping |
Pam Danziger
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The recent history of shopping has been defined by decade-long periods of dynamic change. The ’80s were the decade of the mall, with the explosion of malls being built, resulting in shoppers flocking to these new centers of retail. The ’90s were the decade of the discounters, as Wal-Mart rolled out their discount shopping experience from their base in the heartland to both coasts and many other discounters, Target and Kohl’s among them, following suit. The first .... [Read More] |
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| The Must-Have Customer |
Robert Gordman
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The Must-Have Customer offers an exciting new approach to a winning stance in todays ever-more competitive marketplace. This highly readable book is broken down into seven chapters that answer the following questions: Who are our companys must-have customers? What is our market position? How can we create a business sweet spot? What can our employees teach us? What is truly critical to our success? Are the people who work for us in the right jobs? Is our companys .... [Read More] |
| The Way of the Road Warrior |
Robert Jolles
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The Way of the Road Warrior offers weary business travelers inspiration, advice, and practical skills for conquering the competition while conducting business on the road. This business traveler’s handbook is written by Robert L. Jolles—salesman, consultant, professional speaker, and veteran “Road Warrior” who has logged more than twenty years and two million miles in the air. In The Way of the Road Warrior, he delves into his personal journal and wealth .... [Read More] |
| Winning at Customer Retention |
JoAnna Brandi
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This is a little book with a big impact, this one-idea-on-a- page book delivers insight that can be used at every level of an organization to build and sustain customer retention and loyalty. Based on the premise that the businesses that will thrive are those that recognize and nurture strong, trusting relationships, "Winning" offers a new look at the interaction between marketing and customer care. At the heart of "relationship marketing" is relationship mastery. |
| 54 Ways to Stay Positive in a Changing, Challenging and Sometimes Negative World |
JoAnna Brandi
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"54 Ways to Stay Positive in a Changing, Challenging and Sometimes Negative World" is a delightful illustrated book on how to make simple choices for a more positive life style. It’s 128 pages of easy to follow, fun to read suggestions for shifting your mood from dark to light. Written by JoAnna Brandi, author of two books on Customer Care, it was illustrated by Jo Ann Goldsmith, an accomplished artist and creative director. |
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