Career Services

If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business best seller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits by providing exceptional customer service. It's that simple says Jack Mitchell. Hug Your Customers shares the hands-on practical philosophy that has allowed Mitchell and his Family of Stores to thrive and excel in today's challenging retail marketplace.

Relationships are the foundation of our long-term business success. The problem is a million things get in the way. But there’s a simple solution to breaking through all this noise: Giving. When you focus on giving, you will remove your own mental roadblocks. You’ll be centered on solving the client’s problems and investing in their success. And you can build a system to consistently integrate the right moves into your busy work life. In Give to Grow, Mo Bunnell shows how to develop the growth mindset that keeps the focus on the relationship.

Loyal customers are the beating heart of every great business. So why do so many companies act like adrenaline junkies, chasing after new customers at the expense of creating deeper, more profitable relationships with the ones they already have? Evergreen exposes the mad pursuit for what it is: a brief spike in metrics and an ongoing revenue drain as one-time customers fail to return. A better solution is to shift resources from attracting new customers to engaging the base.

Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.

The author argues that in an extremely cluttered marketplace, traditional differentiation is no longer enough—today companies need “radical differentiation” to create lasting value for their shareholders and customers.

Digital Customer Service traces the evolution of customer service - as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world.

Sam Brooks, a young superintendent with ProCon Builders, has been given responsibility for the largest and most complicated project of his career. He struggles with all of the common difficulties in construction - lack of communication, coordination issues, and other kinds of wasteful occurrences that rob his project of time and money, while leaving him and his team frustrated and overworked.

Another extraordinary business fable from the New York Times best-selling author Patrick Lencioni. This new book in the popular Lencioni series shows what it takes to gain a real and lasting competitive edge.

If there’s anyone who can prevent a bar or restaurant from going belly-up, it’s Jon Taffer. Widely considered the greatest authority in the food and beverage, hotel, and hospitality industries, he runs the biggest trade show in the business and has turned around nearly 1,000 bars and at least that many restaurants.

Selling to homeowners is different - and challenging. To succeed in this environment, you need the Sandler Selling System. Selling to Homeowners the Sandler Way shows how the Sandler Selling System delivers career-changing results for salespeople who close deals in the buyer's personal, private domestic space. This kind of selling applies to dozens of industries, from remodeling to insurance.

Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, customer success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.

Do you really need another audiobook on customer service? There are hundreds you could choose from, and you've probably listened to at least a dozen. Why should you take advice from a deli with a funny name in Ann Arbor, Michigan?

The lifeblood of your business is repeat customers. But customers can be fickle, markets shift, and competitors are ruthless. So how do you ensure a steady flow of repeat business? The secret--no matter what industry you're in--is finding and keeping automatic customers. These days virtually anything you need can be purchased through a subscription, with more convenience than ever before.

This practical guide explains how you can apply key principles in psychology to build products and experiences that are more intuitive and human-centered. Author Jon Yablonski deconstructs familiar apps and experiences to provide clear examples of how UX designers can build experiences that adapt to how users perceive and process digital interfaces.

In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.

Every day, most working professionals entrust their most important messages to a form of communication that doesn't build trust, provide differentiation, or communicate clearly enough. It's easy to point to the sheer volume of emails, text messages, voicemails, and even social messaging as the problem that reduces our reply rates and diminishes our effectiveness. But the faceless nature of that communication is also to blame.

The best financial advisors are well equipped to succeed regardless of market conditions. Based on interviews with 15 top advisors, each doing several million dollars worth of business every year, The Million-Dollar Financial Advisor distills their universal success principles into 13 distinct lessons. Each is explained step-by-step for immediate application by veteran and new financial professionals alike.

The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.

My name is Robert Skrob, I help membership and subscriptions grow by stopping members from quitting. I do that by getting more of your members to the Retention Point faster. You know those members who love you, buy everything you offer and tell all their friends about you? Those members have made it to the Retention Point. And, when you do what I show you how to do in the book, you’ll get MORE of your members to the Retention Point so you can keep them longer and your recurring revenue will grow.

Ever felt the thrill of a brilliant business idea only to slam into the brick wall of risk and uncertainty? You're not alone. Even giants like Elon Musk and Warren Buffett faced the same daunting question at some point: "Is it worth the risk?" The old business model would have you jump through hoops of fire, risk losing money and time, often only to hit a dead end. But those days are gone. Today, the smartest business owners on the planet know that financial growth doesn't have to be a roll of the dice. Are you ready to step into this new paradigm?