Catalog Search Results
Author
Language
English
Formats
Description
"Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them? Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special...
Author
Language
English
Formats
Description
If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as "uninformed," "rude," "hot-tempered," "uncaring"? For your customer, nothing else represents your business more than your employees; therefore, for you nothing should be more important than arming these essential employees with the knowledge and skills they need to find the...
Author
Language
English
Formats
Description
The biggest mistake salespeople make in their careers is equating a faster pitch with a faster close. Author Kevin Davis shows readers how to slow down and focus on the customer buying process, so they can identify and quantify customers' real needs--and adapt their sales pitches accordingly. Slow Down, Sell Faster! does this by introducing a simple yet powerful method for buyer-focused selling that is practical, repeatable, and easily customizable....
Author
Language
English
Description
In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain - they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyÆs customer service doesnÆt adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their...
Author
Language
English
Description
Most businesses spend far too much of their time and energy struggling to get new customers or hang on to existing ones-even customers who are ultimately more trouble than they're worth. Attracting Perfect Customers invites readers to move beyond the notions that "business is war" and winning market share means "beating" the other guy. The authors outline a simple strategic process for making businesses so highly attractive that perfect customers...
Author
Language
English
Formats
Description
Mr. Shmooze is the parable of a man who reveals the secret shared by all superstar salespeople. Selling, in its most exquisite form, is not about "taking," nor is it about "persuading." Selling, believe it or not, is about "giving." Mr. Shmooze gives for a living. He starts by listening and he quickly comes to understand what people really need. His customers love him because he gives more than he takes. They trust him because he is passionate about...
Author
Language
English
Formats
Description
"Find and kill the corporate stupidity that drives customers crazy. CEO and award-winning business writer John R. Brandt offers concrete examples of how any organization--large or small, and regardless of industry--can innovate in ways that delight customers and attract top-level talent. Nincompoopery--terrible customer service, idiotic business processes, and soul-crushing management practices--surrounds all of us. We lose time, patience, and profits...
Author
Language
English
Formats
Description
Your job may be all about sales, but not your customers. Did you know that the average executive spends less than 5 percent of their time engaged in the buying of products and services? Therefore, sales professionals who focus solely on the moment of the sale have made a fatal miscalculation in understanding their customers. If you want to gain the winning edge for your sales performance, it's time to embrace the entire customer life cycle.
Beyond...
Author
Language
English
Description
"21 key habits service leaders can adopt to improve effectiveness and strengthen the relationships with the people they serve. Service leaders know how to deliver great results, but they are often so focused on systems and speed that they've forgotten service still is, and always will be, about building long-lasting relationships -- with their teams and their customers.Based on practices that have been used to improve thousands of people's relationships...
12) Delight your customers: 7 simple ways to raise your customer service from ordinary to extraordinary
Author
Language
English
Formats
Description
If you want to know how strong your company's customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee's highest priority,...
Author
Series
Language
English
Description
Applying the lessons of the bestselling parable The Go-Giver to real-world situations The Go-Giver took the business world by storm with its message that giving is the most fulfilling and most effective path to success. It has inspired more than 125,000 readers-but some have wondered how the story's lessons stand up to the tough challenges of everyday, real-world business. Now Bob Burg and John David Mann answer that question in Go-Givers Sell More,...
Author
Series
Language
English
Formats
Description
Sales based on trust are uniquely powerful. Learn from Charles Green, co-author of the bestseller The Trusted Advisor how to deserve and, therefore, earn a buyer's trust.
Buyers prefer to buy from people they trust. However, salespeople are often mistrusted. Trust-Based Selling shows how trust between buyer and seller is created and explains how both sides benefit from it. Heavy with practical examples and suggestions, the book reveals why trust...
Author
Language
English
Formats
Description
In the increasingly vital world of social media marketing, if you don't have a strong digital presence, it's like you're not even there. Going Social is an indispensable guide to taking advantage of digital marketing, reaching a critical number of prospective customers, and revitalizing your business's brand. You'll gain answers to the questions every marketer is asking, like How much is a Facebook "like" worth? What are the best dashboards for monitoring...
Author
Language
English
Formats
Description
"Tomorrow's customers need to be targeted today! With emerging technology transforming customer expectations, it's more important than ever to keep a laser focus on the experience companies provide their customers. In The Customer of the Future, customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities,...
Author
Language
English
Formats
Description
"Learn the secrets of direct response marketing with the man who created the George Foreman Grill campaign In today's highly competitive, global marketplace, businesses have to do more than just advertise their products. By taking advantage of the accountable advertising model that direct response has to offer, you can improve your bottom line, build brands, and develop lasting relationships with legions of satisfied customers. In Buy Now!,...
Author
Language
English
Formats
Description
The bestselling author of What the CEO Wants You to Know teaches you how to rethink sales from the outside in.More than ever, these days, the sales process often turns into a war about price-a frustrating, unpleasant war that takes all the fun out of selling. But there's a better way to think about sales, says bestselling author Ram Charan, who is famous for clarifying and simplifying difficult business problems.Instead of starting with your product...
Author
Language
English
Formats
Description
Loyal customers are the beating heart of every great business.
So why do so many companies act like adrenalin junkies, chasing after new customers at the expense of creating deeper, more profitable relationships with the ones they already have?
Evergreen exposes the mad pursuit for what it is: a brief spike in metrics and an ongoing revenue drain, as one-time customers fail to return.
A better solution is to shift resources from attracting new...
Author
Language
English
Formats
Description
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.
In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive...
Interlibrary Loan
Didn't find what you need? Items not owned by Main Library Alliance members might be available in other libraries across New Jersey. You can search JerseyCat and place a request for the item to be sent to your library.
If your library doesn't permit JerseyCat requests or the item can't be found, you can also contact your library for assistance.Didn't find it?
Can't find what you are looking for? Try our Materials Request Service. Submit Request