Customers Only Want Two Things


Book Description

Winning truly LOYAL customers can make or break your business or non-profit, and loyalty is much different from mere satisfaction. This groundbreaking book is packed with practical tips and tools for winning loyalty in both your customers and among your own staff. Your loyal customers do four things: 1) They come back, 2) They buy more or use more of your services, 3) They refer their friends and 4) They offer suggestions and feedback. You will learn how to master the two things that customers want: 1) Solve my Problem, and 2) Leave me Feeling Great about the Experience. It is the second factor where you win the most loyalty because customers expect you to solve the problem and many competitors already are. How you leave them feeling is the winning ticket. You will learn practical ways to measure the loyalty of both your staff and your customers. A chapter on leadership as a "force multiplier" emphasizes the critical role leaders play in creating a culture that wins loyalty in staff an




Customers Only Want Two Things


Book Description

It happened at Happy's: a customer service horror story -- The loyalty factor : customer satisfaction is not good enough! -- Customers only want two things : the secret sauce of service -- Solve my problem : the foundational purpose of all business -- Leave me feeling great about the experience! -- The three keys to great customer service -- Adding your personal signature -- Serving the crusty and the cranky : working with difficult customers -- Leadership : the ultimate force multiplier -- It's a two-way street : being a great customer helps too! -- Conclusion -- Winning loyalty in retailing -- Winning loyalty in education -- Winning loyal citizens : customer service in government -- Winning loyalty in healthcare -- Winning loyalty in call centers -- Winning loyalty in realty -- Winning loyalty in hospitality -- Bibliography and works cited -- The VisionBound story




The Cat in the Hat


Book Description

Two children sitting at home on a rainy day are visited by the cat in the hat who shows them some tricks and games.




The Black Diamond


Book Description




Customer Relationship Management


Book Description

Every customer is an individual with a choice. The role of Customer Relationship Management (CRM) is to ensure that each first-time buyer becomes an ongoing client, and every client a self-perpetuating advocate of your business. This book explains the elements of CRM and how to establish an integrated customer relationship-oriented approach in your organisation. How, in a word, to become a business where every customer's need is not just provided for but anticipated.




The Genius Zone


Book Description

Too often we live lives that we find unfulfilling, fail to reach our own potential, and neglect to practice creativity in our daily routines. Gay Hendricks's The Genius Zone offers a way to change that by tapping into your own innate creativity. Dr. Gay Hendricks broke new ground with his bestselling classic, The Big Leap, which has become an essential resource for coaches, entrepreneurs, executives, and health practitioners around the world. Originally published as The Joy of Genius, The Genius Zone has been updated and expanded throughout, making it the essential next step beyond The Big Leap. In The Genius Zone, Hendricks introduces his brilliant exercise, the Genius Move, a simple, life-altering practice that allows readers to end negative thinking and thrive authentically. By using the Genius Move, readers will learn to spend more of their lives in their zone of genius—where creativity flows freely and they are actively pursuing the things that offer them fulfillment and satisfaction. Filled with hands-on exercises and personal stories from the author, The Genius Zone is an essential guide to creative fulfillment. If you are committed to bringing forth your innate genius and making your largest possible creative contribution, The Genius Zone will become a trusted companion for the journey.




Trade


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The Intuitive Customer


Book Description

Building on the work of Daniel Kahneman (Thinking Fast and Slow), Dan Ariely (Predictably Irrational), Shaw and Hamilton provide a new understanding of how people behave, explain what it means for organizations who really want to understand their customers, and show you what to do to create exceptional customer experiences.




Why Startups Fail


Book Description

If you want your startup to succeed, you need to understand why startups fail. “Whether you’re a first-time founder or looking to bring innovation into a corporate environment, Why Startups Fail is essential reading.”—Eric Ries, founder and CEO, LTSE, and New York Times bestselling author of The Lean Startup and The Startup Way Why do startups fail? That question caught Harvard Business School professor Tom Eisenmann by surprise when he realized he couldn’t answer it. So he launched a multiyear research project to find out. In Why Startups Fail, Eisenmann reveals his findings: six distinct patterns that account for the vast majority of startup failures. • Bad Bedfellows. Startup success is thought to rest largely on the founder’s talents and instincts. But the wrong team, investors, or partners can sink a venture just as quickly. • False Starts. In following the oft-cited advice to “fail fast” and to “launch before you’re ready,” founders risk wasting time and capital on the wrong solutions. • False Promises. Success with early adopters can be misleading and give founders unwarranted confidence to expand. • Speed Traps. Despite the pressure to “get big fast,” hypergrowth can spell disaster for even the most promising ventures. • Help Wanted. Rapidly scaling startups need lots of capital and talent, but they can make mistakes that leave them suddenly in short supply of both. • Cascading Miracles. Silicon Valley exhorts entrepreneurs to dream big. But the bigger the vision, the more things that can go wrong. Drawing on fascinating stories of ventures that failed to fulfill their early promise—from a home-furnishings retailer to a concierge dog-walking service, from a dating app to the inventor of a sophisticated social robot, from a fashion brand to a startup deploying a vast network of charging stations for electric vehicles—Eisenmann offers frameworks for detecting when a venture is vulnerable to these patterns, along with a wealth of strategies and tactics for avoiding them. A must-read for founders at any stage of their entrepreneurial journey, Why Startups Fail is not merely a guide to preventing failure but also a roadmap charting the path to startup success.




Be Kind


Book Description

A thoughtful picture book illustrating the power of small acts of kindness, from the award-winning author of Sophie's Squash.