Customer Service

One of the largest consumer markets of the world, India is made up of lots and lots of small consumers―each earning and spending just a little bit that adds up to a lot. It is served by millions of small suppliers oozing innovation and customer intimacy, and is powered by digital...

Successfully grow your business and improve customer and employee happiness with this New York Times bestseller book written by the CEO of Zappos. As the CEO of one of Fortune Magazine's "Best Companies to Work For," Tony Hsieh knows that keeping people happy is the key to professional growth...

Based on six years of research, Harvard Business School professor Thales Teixeira shows how and why industries are disrupted, and what established companies can do to respond--as well as what potential startups must master if they hope to gain a competitive edge. As it turns out, there is a...

Rainmakers make the big bucks. For their companies and for themselves. Here's how. The rainmaker is the person who brings big clients, big money, and big deals into an organization. How do they make the rain fall? Waiting for luck won't do, a very particular human being must get involved...

What does the rapid rise and astonishing rate of improvement of AI mean for brands in the next five years? Listen to what OpenAI CEO Sam Altman told authors Adam Brotman and Andy Sack when he met them.

Getting through to someone is a critical, fine art. Whether you are dealing with a harried colleague, a stressed-out client, or an insecure spouse, things will go from bad to worse if you can't break through emotional barricades and get your message thoroughly communicated and registered...

From the bestselling co-author of The Challenger Sale, a paradigm-shattering approach to overcoming customer indecision and closing more sales In sales, the worst thing you can hear from a customer isn’t “no.” It’s “I need to think about it.” When this happens, deeply entrenched...

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...

Consumers want personalized experiences, but few companies are rising to the challenge. To be done effectively, personalization must be a critical element of an organization's strategy.

Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success....

With actionable insights and examples from many industries worldwide, the HBR Sales Management Handbook provides the resources you need to build value for your company, your customers, and your sales teams.

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths...

Jobs to Be Done gives you a clear-cut framework for thinking about your business, outlines a road map for discovering new markets, new products, and new services....

If you've ever used ZipCar, Amazon Prime, Spotify, NetFlix, Groupon, Weight Watchers, SurveyMonkey, United Mileage Plus, Pinterest, or Twitter, you are part of The Membership Economy....

The solution in each case was a focus on customer experience, the most powerful - and misunderstood - element of corporate strategy today....

“Gary Vaynerchuk has seen the future of marketing. The Thank You Economy shows how it's built on both the time-honored techniques of listening to and appreciating customers and newer services like Twitter that allow you to engage directly with customers at unprecedented scale and speed. The...

How do you develop products that people will actually use and buy? This practical guide shows you how to validate product and company ideas through customer development research - before you waste months and millions on a product or service that no one needs or wants....

Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels....

These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple tap. Focusing on customer needs isn't a nice-to-have, it's a strategic imperative. The Jobs To Be Done Playbook (JTBD) helps organizations turn market insight into action.

The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company....

In Digital Customer Success: The Next Frontier, a team of trailblazing customer success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in customer success management.

№ 1 Wall Street Journal-Bestseller, geschaffen von New York Times-Bestsellerautor und Marketingexperte Donald Miller. Die Macht einer...

Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers....

Elevate your client's experience and win more business. This is the first book to detail how professionals can acquire more clients and establish their lasting loyalty through the experience they provide.

This practical, smart, and original guide is essential listening for any company looking to grow without a fat marketing budget...