The Wall Street Journal and BusinessWeek bestseller-fully revised and updatedThe old cliché is that smart companies underpromise and overdeliver. But in today's crowded market, underpromising is a ticket to oblivion.Companies like American Girl, Best Buy, and Apple came out of nowhere to dominate their markets. How did they scoop their bigger and wealthier competition? It wasn't through a fat marketing budget. It was because they made, and...

Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granula...

UnSelling is about everything but the sell. We put all of our focus on the individual purchase transaction, while putting the rest of our business actions second. We've become blind to customer service, support, branding, experiences and even product quality. Sixty percent of a purchasing decision is made before a customer even contacts you. We have funnel vision, and it needs to stop.Unselling is about the big picture: creating repeat customers, not one-time buye...

WINNER: CMI Management Book of the Year Awards 2016 - Commuter's Read CategoryIn an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human

What is quality customer service, and how do you consistently deliver it for your customers? Discover the answers in this go-to guide for helping business professionals deliver outstanding customer service that keeps customers coming back.In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: co...

Customer service isnt a departmentits a philosophy that includes every person and aspect of the best and brightest companies. In a tough competitive and price-sensitive economy customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer Shep Hyken delivers seven powerful strategies that any organization can implement to create greater customer and employee loyalty. Hyken shares more than one h...

Your new product has changed the rules of the market. Now, you have to change the rules for selling it . . .Providing a truly innovative product or service is the difference between life and death for companies today. But once you’ve produced it, you have to answer the next big question: How do I sell this unique offering to customers who don’t even know they have a need for it?Brian C. Burns and Tom U. Snyder compared 27 highly successful...

Frankly, too often, financial institutions find CRM to be a dose of bitter medicine. It shouldn't be. CRM can be just the right tonic, if taken in the right doses, to solve very specific maladies. This requires honest conversation and planning.

Why PR is more important than advertising or marketing - and how to harness its power to get new customers and protect your reputation in today's media-saturated world.Good public relations is no longer just icing--it's a strategic imperative more important to your competitive success than even advertising or marketing. This is true whether you're a century-old multibillion-dollar corporation or a penniless startup. In Rethinking Reputation, public relatio...

Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Building on eight years of research, the authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways to improve services marketing. They argue that superior service cannot be manufactured in a factory, packaged, and delivered intact to cu...

Learn how you can use the revolutionary five-step marketing process that helped Microsoft, NBC Universal, and IBM achieve double-digit increases in sales."When HP uses the Voice of the Customer methodology, our marketing campaign results improve dramatically: response rates improve 3X to 10x, sales increase 2x or more, and we can spend far less to get great results. When we don’t use VOC, our results can suffer greatly." -Garry Dawson, Hewlett-Packard, Americ...

The explosion of mobile access across the globe has shaken the foundations of the traditional sales funnel, and businesses are scrambling to adapt and find new ways to tap into the market. For all their effort, many have failed to realize that the issue is not how to reach the customer where they are, but where they are going and their mindset at the moment. With the staggering growth in the use of mobile technology as both product research and purchase point, businesses have yet to fully ...