Customer Focus
Customer Focus
Today, the world of business is so crowded that only courageous companies with radically different business approaches can attract the attention of consumers. In BOLD, Shaun Smith and Andy Milligan...
In High-Tech, High-Touch Customer Service, author Micah Solomon teaches businesses how to navigate customer service in world of rapid technological advancement and ever-changing customer behavior and...
In Inside the Mind of the Shopper, Herb Sorenson challenges retailers’ prevailing assumptions about shoppers’ needs, wants, and behaviors. His findings from decades of in-store research indicate that...
In Emotional Intelligence for Sales Success, Colleen Stanley introduces sales associates to the idea that oft-ignored emotional intelligence skills such as empathy, rapport, emotion management, and...
In Who’s Your Gladys? Marilyn Suttle and Lori Jo Vest present ten companies that have achieved remarkable success by focusing on customers and building long-term relationships. These companies have...
In Pay Attention!, Ann Thomas and Jill Applegate present a guide for addressing the customer service challenge in a modern age where consumers are more skeptical, demanding, and self-reliant. Things...
We have all been treated rudely or thoughtlessly by a cashier, clerk, waiter, or manager at some point. Most people probably do not have to think back too far to find an example. But why does this happen? Why should...
In Principled Selling, David Tovey explains that businesses must abandon their old heavy-handed, cold-calling sales approaches and instead use social media to determine what actually stimulates today’s...
An anthropological study seems like it ought to take place deep in untamed jungles with wildly exotic cultures, but Paco Underhill has founded a company based on applying the principals of environmental psychology to...
In The Conversation Company, Steven Van Belleghem contends that customers want to experience excellence in service and products, and they will only believe marketing messages if an entire company...
