Showing titles in Customer Service

Sales is now a team sport, and to win, you have to build and manage selling squads that work in complete alignment - not just during client meetings, but before and after, as well. In Sell Like a Team, Michael Dalis, a senior consultant at the legendary sales training firm, The Richardson Company, guides you through the process of creating and managing selling squads that execute and win in every sales meeting or pitch.

In 2020, Brian Pritchard, Terry Rybolt, and Mark Hillary explained GigCX (Gig Customer Experience) to the world in their book ‘GigCX: Customer Service In The Twenty-First Century.’ This was followed in 2022 with ‘Don’t Fear The Gig Worker’ - an exploration of how GigCX could redefine professional work in modern society. Now they are back, and this new book goes even further. It explores what modern workers really want from employment and how companies need to adapt to post-Covid expectations of flexibility. It explores why traditional customer service contact centers are plagued ...

Whatever you’re doing, you are selling something. You could be selling yourself, your company, your product or service, an idea or an opportunity. Knowing how to sell is the skill set that will determine how much money you make in your lifetime. This book will teach you practical steps, tactical applications and insights that will help you improve continuously. Most importantly, you will learn a proven process that can be applied again and again to increase your sales, grow your business or accelerate your career.

Everything equal, customers choose whether they will return based on the feeling they get when interacting with your brand. Research reveals that a high number of customers will go through the trouble of switching brands due to a bad experience. Great businesses know how to make a customer feel seen, understood, and valued. Those satisfied customers trust you more and come back—and they tell their friends. Backed by plenty of on-the-ground research and real-life examples, The Come Back Culture shows you how to create an experience that keeps people coming back for more.

The field of public relations has changed with the evolution of computers and the speed with which information can spread. However, the need for public relations to be clear, concise, and accurate while being completely appropriate for the situation has not changed however. In this Public Relations mindfeed coffee break ebook you learn 8 important themes to prep your mind prior to starting the task.

What if you could guarantee your customers an amazing experience, and then deliver on that promise every time? The Guaranteed Customer Experience is a step-by-step guide to earning customer-driven growth. Discover how experience guarantees can help you win more customers, improve retention, and restore trust after service failures.

Customer success is all about employing certain "soft" skills and techniques that are guaranteed to help you win over everyone's trust, respect and sponsorship. And anyone, at any level can master these skills.

It is commonly believed that the work of a waiter consists of taking orders and carrying dishes properly. However, this book aims to give new meaning to the profession and show that the true value of a waiter lies in their ability to help us have a nice time while we recharge our energies.

A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience for People Not like You explains how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service.

Are you ready for the age of the never satisfied customer? McKenna explains how to manage companies in the "real time" world, drawing upon his experience as an entrepreneur and his work with over 300 start-ups.

The global Covid-19 pandemic forced every customer service agent from their contact center into their home. Work-from-home was proven to be a viable and secure operating model of customer service operations almost overnight. But why did the contact centers continue with 8-hour shifts and team-leaders tracking agents on web-cams, as if their agents were still commuting to an office? GigCX applies the lessons of the gig economy (Uber, Airbnb etc) to customer service. Agents can earn more, enjoy their job more, and companies requiring customer service can pay less than if they outsourced to a ...

What do fleas, betrayal, and bankruptcy have to do with building a technology business? Everything. In Standing on Shoulders: From Fleas and Failure to Building a Culture of Service in Tech, Sam Sapp shares his raw, unfiltered journey from near-collapse to creating a company built on faith, resilience, and service. From the sting of broken partnerships to the grind of clawing back from bankruptcy papers, from ransomware stand-offs to rebuilding trust in technology, Sam’s story is as much about people as it is about IT. This isn’t a how-to manual.

From the mid-90s to the present, ING Direct grew from a mere concept to an ocean-spanning global enterprise, now managing over $75 billion in assets and with over 7 million customers, earning unprecedented levels of consumer trust and affinity. The Orange Code is a story about conventional wisdom, and how to win by ignoring it completely.

Innovation expert Marion Debruyne explains how to become an outside-in organization by constantly connecting with the market to anticipate changes, converting customer insights into actionable change and collaborating with others where their own capabilities fall short. Packed with real world examples from leading global companies, Customer Innovation provides the framework needed to shift from a product-oriented to a solutions-oriented focus and from a transaction-based to a co-creation-based customer relationship.

Conversation Marketing will help you connect your brands, not just to the minds of your consumers, but to their hearts. Slick slogans and catchy ads may still work in some instances, but today's discerning consumers demand more. They want information and a reason to connect with a brand before they act. They want a conversation.

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...

The leader's guide to building a service powerhouse using the approach that made Mayo Clinic the number one health-care system in America.

In 2022, Jonas Berggren started publishing his popular ‘Transform Customer Service’ newsletter on LinkedIn. In 2024, Mark Hillary suggested that the concept of the newsletter could become a book - this book. The CX (R)evolution explores the technologies and digital transformation affecting modern customer experience (CX) strategy. Customer experience is not rocket science. It’s about dedication, empathy, and treating customers as individuals rather than statistics. Everyone involved in any aspect of designing CX today agrees on one thing, the industry is changing faster than ever. ...

There's always been that one quiet kid in the back of the class. Perhaps they're a little shy, branded a misfit - maybe they dress a little funny...but they're always watching, always listening. That's me. I'm that kid. I've learned much by playing the role of an avid observer, and feel I must break my silence if only for a spell. Sitcoms have thrived on the silly subject matter of telephone support for decades, exposing the most despicable acts of customers and corporations alike.

For decades, a fundamental flaw has flourished in the strategic operating model of the modern corporation—a Great Distancing from the needs and expectations of customers. For some, such as Blockbuster, AOL, and Kodak, this flaw has been disastrous. Meanwhile, those that have woven the customer deeply into their culture have prospered—with increased revenues and more fulfilled employees.