Customer Focus

Customer Focus

 
The Thank You Economy Vaynerchuk, Gary HarperCollins Publishers , 2011 Customer Focus, Marketing

Social media has given consumers the kind of loud and powerful voices they have not enjoyed since neighborhood shops dominated the market. Gary Vaynerchuk calls this The Thank You Economy, a new world...

 
 
Managing Knock Your Socks Off Service Bell, Chip R. | Zemke, Ron AMACOM , 2013 Customer Focus

High-quality customer service is a key differentiator for many businesses, yet providing it seems to be falling down the priority list amidst cost and competitive pressures. Meanwhile, those companies that provide...

Audio summary available
 
 
Absolute Value Simonson, Itamar | Rosen, Emanuel HarperCollins Publishers , 2014 Customer Focus, Marketing

In Absolute Value, Itamar Simonson and Emanuel Rosen describe how consumer decision making has been dramatically altered by the availability of information from review sites, expert assessments, social...

Audio summary available
 
 
The Intention Economy Searls, Doc Harvard Business School Publishing Corporation , 2012 Customer Focus, Marketing

According to Doc Searls in  The Intention Economy, there is a sort of revolution quietly occurring in the marketplace right now where customers will be freed from the systems currently set in the...

Audio summary available
 
 
The Collaborative Sale Eades, Keith M. | Sullivan, Timothy T. John Wiley & Sons, Inc. , 2014 Customer Focus, Marketing

In The Collaborative Sale, Keith M. Eades and Timothy T. Sullivan provide a wake-up call to sellers of all types. Gone are the days when a clever sales pitch or double-talk results in sales success....

Audio summary available
 
 
The Hidden Wealth of Customers Lee, Bill Harvard Business School Publishing Corporation , 2012 Customer Focus

While there has been an increasing trend in the business world over the past few years to champion driving business success by “focusing on the customer,” most businesses are still getting it wrong. This is because...

Audio summary available
 
 
Decoding the New Consumer Mind Yarrow, Kit Jossey-Bass , 2014 Customer Focus

In Decoding the New Consumer Mind, Kit Yarrow explains the deep motivations of consumers and emerging consumption trends to marketers so that they can better meet consumer needs and be successful. The...

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Data Crush Surdak, Christopher AMACOM , 2014 Customer Focus, Technology

Advances in technology combined with the proliferation of data—the information gleaned from consumers’ movements online, through emails, over their phones, and in stores—has opened up many possibilities and...

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The Customer Service Survival Kit Gallagher, Richard S. AMACOM , 2013 Customer Focus

Any employee who has dealt with a difficult customer knows that the usual protocols of being courteous and apologizing do not work in extreme situations. Red-alert customer crises can reduce even the best employees to...

 
 
Connected CRM Williams, David S. John Wiley & Sons, Inc. , 2014 Customer Focus, Marketing

The world of marketing is changing dramatically with the emergence of three phenomena: the digitization of media, the propagation of social media networks, and the capability of consumers to access media at any time...

Audio summary available
 
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