Customer Focus

Customer Focus

 
Service Failure Toister, Jeff American Management Association , 2013 Customer Focus

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...

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Wired and Dangerous Bell, Chip R. | Patterson, John R. Berrett-Koehler Publishers, Inc. , 2011 Customer Focus

In Wired and Dangerous, Chip R. Bell and John R. Patterson assert that customer service is in a transition phase between the age of technology and the age of the customer. Today’s customers are...

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Bottom-Line Selling Malcolm, Jack Booktrope , 2011 Customer Focus, Marketing

In Bottom-Line Selling, sales consultant Jack Malcolm stresses that just knowing a customer’s needs is not enough for today’s sales professionals. Instead, they must understand their customers,...

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The Accidental Salesperson Lytle, Chris AMACOM , 2012 Customer Focus, Personal Growth

Though people often come to sales accidently, success is not accidental. Chris Lytle asserts that people will benefit most from The Accidental Salesperson by intently applying the concepts...

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Emotional Intelligence for Sales Success Stanley, Colleen AMACOM , 2013 Customer Focus, Relationships

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...

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The Amazement Revolution Hyken, Shep GreenLeaf Book Group Press , 2011 Customer Focus, Management

In The Amazement Revolution, Shep Hyken states that when the people involved in an organization do what is right by customers and employees, a certain amount of customer service, marketing, and sales...

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The Apple Experience Gallo, Carmine The McGraw-Hill Companies, Inc. , 2012 Customer Focus, Marketing

In The Apple Experience, communications coach Carmine Gallo explains the vision and values behind Apple’s success in customer service and in the business world. Apple centers around enriching lives,...

 
 
Uprising Goodson, Scott The McGraw-Hill Companies, Inc. , 2012 Customer Focus, Marketing, Relationships

In Uprising, Scott Goodson argues that movements have become the preferred method of social engagement and social change, and that businesses must seize the opportunity to use movements “to form a...

 
 
ProActive Selling Miller, William AMACOM , 2012 Customer Focus, Relationships

Selling is something that elicits mixed emotions. Some people take to it naturally and others continually struggle to get it right. In this second edition of ProActive Selling, William “Skip” Miller...

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How to Sell Anything to Anyone Anytime Kahle, Dave Career Press , 2011 Customer Focus, Entrepreneurship

Too often salespeople get mired in the details of a deal and the product they are touting and forget to focus on the key component of a transaction—the customer. In How to Sell Anything to Anyone Anytime...

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