Author : Richard Buckingham
Publisher :
Page : 0 pages
File Size : 19,24 MB
Release : 2001
Category : Consumer satisfaction
ISBN : 9780938721826
In Customer Once, Client Forever, Buckingham presents a process to identify, create and maintain the relationship with the client using his 12 Lifetime Tools.
Author : Carl Sewell
Publisher : Crown Currency
Page : 241 pages
File Size : 35,76 MB
Release : 2009-07-01
Category : Business & Economics
ISBN : 0307567311
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 expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.
Author : B. Joseph Pine
Publisher : Harvard Business Press
Page : 94 pages
File Size : 48,70 MB
Release : 2009
Category : Business & Economics
ISBN : 142214027X
"This classic article shows how to make mass customization and efficient and personal marketing work by putting companies and their consumers in a "learning relationship." Over time, this ongoing relationship allows your company to meet customers' changing needs, develop learning relationships with them, and retain their business forever."--Provided by publisher.
Author : Doug Carter
Publisher : McGraw Hill Professional
Page : 258 pages
File Size : 17,72 MB
Release : 2003-03-22
Category : Business & Economics
ISBN : 0071425047
How to Discover and Unlock the Power of the Extraordinary Client! What if you could increase your income by decreasing your sales calls? It happens whenever you stop wasting your time on marginal clients and focus all your efforts on your top contacts. This unleashes the repeat business and referrals that help you maximize your income, use your time more effectively, and concentrate on what's most important in your life. In Clients Forever, nationally recognized speaker and sales trainer Doug Carter shows you how to build your business through solid, long-term relationships with your favorite kind of clients. Packed with dozens of examples from Carter's own sales experience, plus case studies and personal development activities, this powerful career enhancement guide gives you the know-how and confidence to: Focus your efforts on the people you most enjoy working with Generate better results with less effort Build relationships with clients as valuable people, not just as potential sales Develop a new approach that accentuates your personal strengths Trust your buyers to control their own informed decisions Shift your role from expert consultant to process facilitator
Author : Carrie Ann Ryan
Publisher : Carrie Ann Ryan
Page : 232 pages
File Size : 44,64 MB
Release : 2020-06-23
Category : Fiction
ISBN : 194700784X
From New York Times and USA Today bestselling author Carrie Ann Ryan comes a sexy new contemporary stand-alone series. Hazel Noble has survived horrors she wouldn’t inflict on her worst enemy. Since then, she’s healed, found herself, and connected with a group of women she’s proud to call her friends. However, when they make a pact to start looking for love, Hazel finds herself not only up first but also forced to face a past she thought she’d escaped. Cross Brady has no need for a relationship. As the oldest of five, he’s always been the one his family can rely on. Now, all he wants is to work in peace and live his life. His priorities shift dramatically, though, when Cross finds himself in Hazel’s path. Though the two initially fight their connection, they soon learn that it’s safer to fall for each other than keep running from what’s holding them back—not to mention, who wants them dead. ~~~~~~~~ Read what others are saying about New York Times bestselling author, Carrie Ann Ryan: “Count on Carrie Ann Ryan for emotional, sexy, character driven stories that capture your heart!” – Carly Phillips, NY Times bestselling author “Carrie Ann Ryan’s romances are my newest addiction! The emotion in her books captures me from the very beginning. The hope and healing hold me close until the end. These love stories will simply sweep you away.” ~ NYT Bestselling Author Deveny Perry “Carrie Ann Ryan writes sexy emotional romances that'll make you cry and fan yourself from the heat, especially because of all that sexy ink.” –#1 NYT Bestselling Author Lauren Blakely “Once I started reading, I couldn’t stop! This is definitely going in my re-read pile!” –NYT Bestselling Author Susan Stoker "Carrie Ann Ryan writes the perfect balance of sweet and heat ensuring every story feeds the soul." - Audrey Carlan, #1 New York Times Bestselling Author “Carrie Ann Ryan never fails to draw readers in with passion, raw sensuality, and characters that pop off the page. Any book by Carrie Ann is an absolute treat.” – New York Times Bestselling Author J. Kenner “Carrie Ann Ryan knows how to pull your heartstrings and make your pulse pound! Her wonderful Redwood Pack series will draw you in and keep you reading long into the night. I can’t wait to see what comes next with the new generation, the Talons. Keep them coming, Carrie Ann!” –Lara Adrian, New York Times bestselling author of CRAVE THE NIGHT "With snarky humor, sizzling love scenes, and brilliant, imaginative worldbuilding, The Dante's Circle series reads as if Carrie Ann Ryan peeked at my personal wish list!" – NYT Bestselling Author, Larissa Ione "Carrie Ann Ryan writes sexy shifters in a world full of passionate happily-ever-afters." – New York Times Bestselling Author Vivian Arend “Carrie Ann’s books are sexy with characters you can’t help but love from page one. They are heat and heart blended to perfection.” New York Times Bestselling Author Jayne Rylon Carrie Ann Ryan's books are wickedly funny and deliciously hot, with plenty of twists to keep you guessing. They'll keep you up all night!” USA Today Bestselling Author Cari Quinn "Once again, Carrie Ann Ryan knocks the Dante's Circle series out of the park. The queen of hot, sexy, enthralling paranormal romance, Carrie Ann is an author not to miss!" New York Times bestselling Author Marie Harte Read the Entire PROMISE ME Series: Forever Only Once From That Moment Far From Destined From Our First ___ Topics: Contemporary Romance, Tattoo Romance, Dangerous Romance, Second Chance Romance, Erotic Romance, Steamy Romance, Grief, Love Story, Blue Collar, Construction, Montgomery Ink, sexy, heartwarming, heart-warming, family, love, love books, kissing books, emotional journey, contemporary, contemporary romance, romance series, long series, long romance series, sassy, strong heroine, captivating romance, hot, hot romance, forbidden love, sparks, loyalty, swoon rescue, kidnap, claiming, defending, protect Other readers of Carrie Ann Ryan’s books enjoyed books by: Corinne Michaels, Susan Stoker, Natasha Madison, Chelle Bliss, Chelle Sloane, Sally Thorn, Christina Lauren, Colleen Hoover, Talia Hipbert, Helena Hunting, Elle Kennedy, Kristen Callihan, Penny Reid, Kristen Ashley, KA Tucker, Melissa Foster, Bella Andre, Piper Lawson, Jean Oram, Sarina Bowen, and Jay Crownover
Author : Gwyneth Bolton
Publisher : HarperCollins Australia
Page : 200 pages
File Size : 11,85 MB
Release : 2013-09-01
Category : Fiction
ISBN : 1488736324
Karen Williams has never been a big believer in fate. As she fights to make her neighborhood a safer place, her motto is determination, not destiny. But from the moment they meet, the community activist feels an instant, powerful connection to searingly sexy Darius (D–Roc) Rollins. And when they share a soul–stirring kiss, she knows their passion is meant to be. Darius came up the hard way. Now the celebrated rapper and up–and–coming Hollywood star has returned to his 'hood, determined to give something back. Yet he could swear he's met beautiful Karen before. He remembers everything about her, especially the way she feels in his arms. She may be a woman on a mission, but he's a man with a plan: to surrender to the love that's taking them beyond anything they've ever known.
Author : Robert Solomon
Publisher : John Wiley & Sons
Page : 191 pages
File Size : 10,8 MB
Release : 2016-03-17
Category : Business & Economics
ISBN : 111922828X
A practical guide for providing exceptional client service Most advertising and marketing people would claim great client service is an elusive, ephemeral pursuit, not easily characterized by a precise skill set or inventory of responsibilities; this book and its author argue otherwise, claiming there are definable, actionable methods to the role, and provide guidance designed to achieve more effective work. Written by one of the industry's most knowledgeable client services executives, the book begins with a definition, then follows a path from an initial new business win to beginning, building, losing, then regaining trust with clients. It is a powerful source of counsel for those new to the business, for industry veterans who want to refresh or validate what they know, and for anyone in the middle of the journey to get better at what they do.
Author : Joey Coleman
Publisher : Penguin
Page : 370 pages
File Size : 15,89 MB
Release : 2018-04-03
Category : Business & Economics
ISBN : 0735220034
Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.
Author : Paul Gillin
Publisher : John Wiley & Sons
Page : 253 pages
File Size : 38,90 MB
Release : 2010-12-15
Category : Business & Economics
ISBN : 0470939737
The first book devoted entirely to B2B social marketing B2B markets are fundamentally different from consumer markets. Decisions are made on value, not impulse. Buying cycles are complex, often with many stakeholders involved. Relationships and support are critical. Bet-the-business decisions demand discipline, knowledge, and lots of information. This hands-on guide covers topics unique to this segment, including cost justification, prospecting and lead generation, matching tools to the sales funnel, building, B2B search engine optimization, social media monitoring, social media policy development, long-term client relationships, gaining stakeholder support, building a more transparent organization, and what's coming next. Features plentiful examples, case studies, and best practices Focuses on the channels that are most effective for B2B marketers Builds on the authors' more than 30 years of combined experience in the new media/social media space, as well as two previous successful books Leverage the vast business-to-business potential of Facebook, LinkedIn, Twitter, and many other social media platforms today with Social Marketing to the Business Customer!
Author : Patrick M. Lencioni
Publisher : John Wiley & Sons
Page : 245 pages
File Size : 40,7 MB
Release : 2010-02-02
Category : Business & Economics
ISBN : 0787976393
Another extraordinary business fable from the New York Times bestselling author Patrick Lencioni Written in the same dynamic style as his previous bestsellers including The Five Dysfunctions of a Team, Lencioni illustrates the principles of inspiring client loyalty through a fascinating business fable. He explains the theory of vulnerability in depth and presents concrete steps for putting it to work in any organization. The story follows a small consulting firm, Lighthouse Partners, which often beats out big-name competitors for top clients. One such competitor buys out Lighthouse and learns important lessons about what it means to provide value to its clients. Offers a key resource for gaining competitive advantage in tough times Shows why the quality of vulnerability is so important in business Includes ideas for inspiring customer and client loyalty Written by the highly successful consultant and business writer Patrick Lencioni This new book in the popular Lencioni series shows what it takes to gain a real and lasting competitive edge.
