Customer Behavior

Know What You're For details an effective growth strategy for businesses and nonprofits by closing the gap between two simple questions: What do you want to be known for? What are you known for? When the two answers match, organizations gain incredible momentum by unleashing the most powerful marketing force there is: lasting word-of-mouth support.

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.

The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization.

The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success

In this candid and personal account, Vineet Nayar—HCLT's celebrated CEO—recounts how he defied the conventional wisdom that companies must put customers first, then turned the hierarchical pyramid upside down by making management accountable to the employees, and not the other way around.

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 business advice says to double down on your efforts to sell a buyer on all the ways they might win by choosing you and your business. But this approach backfires dramatically. Why? Because it completely gets wrong the primary driver behind purchasing decision-making: once purchase intent is established, customers no longer care about succeeding. What they really care about is not failing.

Internet marketing pioneer Seth Godin says he wants to change the way almost everything is marketed today. Will you give him permission to show you the future? Listen to how you can turn strangers into friends and friends into customers with this groundbreaking new approach.

Traditional customer feedback methods ignore two essential sources of insight: context and behavior. These reveal the why behind the what, eliminating the ambiguity of open-ended customer feedback—and this requires a different approach. In What to Ask, author Andrea Belk Olson, CEO of applied behavioral science consulting firm Pragmadik, and head of the University of Iowa JPEC startup incubator, delivers a unique, cognitive method for discovering hidden customer needs, converting them quickly into differentiators, and avoiding the pitfalls of traditional research.

Pork dorks. Craftsters. American Girl fans. Despite their different tastes, these eclectic diehards have a lot in common: they're obsessed about a specific brand, product, or category. They pursue their passions with fervor, and they're extremely knowledgeable about the things they love. They aren't average consumers - they're superconsumers. Although small in number, superconsumers can have an outsized impact on a company's bottom line.

How do you unleash the full potential of your brand, captivate your audience, and craft a compelling narrative that resonates? Imagine pouring your heart and soul into your business, only to struggle to stand out amidst a very crowded marketplace. Your audience feels out of reach, and you can’t help but feel that your brand lacks that magnetic pull that will turn casual observers into devoted customers. In an ever-evolving business landscape, it’s never been more crucial to connect with your audience and have a firm grasp of fundamental marketing principles. It’s time to create a ...

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.

Green Giants examines nine companies that are merging social responsibility with wild profitability - and reveals the six factors responsible for their success, including: iconoclastic leadership fueled by deep conviction and a rebellious streak; disruptive innovation that uses sustain ability to spur the development of radically better products and services; a higher purpose that ignites the company - when the mission leads, profits follow.

In this book, we’ll dive head first into tested ways you can find new customers for your business. And, in the process, increase sales. All through the use of a target audience. And all for free! The steps I provide in this book will work for new and established businesses alike. I know this for a fact, because I’ve used these steps for my own established companies, as well as my startups. And I’ve had success with both! This book includes: Why Finding New Customers is Important Why Demographics Are Key to Finding New Customers How to Identify Demographics to Find New Customers the ...

Discover the 24 reasons people are leaving you for competitors and how to win them back. In Why Customers Leave, popular customer experience and marketing speaker David Avrin makes a compelling case for customer experience as a bankable differentiator in an era of vast marketplace choices. The book lays out the reasons for the recent shift in customer mindset and expectation, illustrates the myriad ways that companies inadvertently drive customers and prospects to competitors, and offers a multitude of creative strategies and tactics to attract and retain new prospects.

At its heart Lessons from the Mouse presents 10 lessons that guide listeners in applying excellence in their own organizations, careers, and lives. Whether being used as a tool for increased organizational effectiveness or a guide for the college grad or new entrepreneur, Lessons from the Mouse offers timeless, straightforward advice.

These days, virtually anything you need can come through a subscription. Far beyond Spotify and Netflix, companies in nearly any industry, from home contractors to florists, can build subscriptions into their business. Subscription is the key to increasing cash flow, igniting growth and boosting the value of your company. Whether you want to transform your entire business into a recurring revenue engine or just pick up an extra five per cent of sales growth, The Automatic Customer will be your secret weapon.

Nobody likes cold calls. And nobody really needs to make them. The Referral of a Lifetime teaches a step-by-step system that will allow anyone to generate a steady stream of new business through consistent referrals from existing customers and friends and, at the same time, maximize business with existing customers.

Drawing on his experience as a psychiatrist, business consultant, and coach, author Mark Goulston combines his background with the latest scientific research to help listeners turn the "impossible" and "unreachable" people in their lives into allies, devoted customers, loyal colleagues, and lifetime friends. Just Listen provides simple but powerful techniques listeners can use to really get through to people.

Fast-paced and down-to-earth, Delivering Happiness shows how a different kind of corporate culture is a powerful model for achieving success, and concentrating on the happiness of those around you can dramatically increase your own.

Best-selling author and marketing expert Kirk Kazanjian knows the importance of building brands, nurturing client relations, and forming partnerships. In Driving Loyalty, listeners go behind the scenes of Enterprise Holdings - the parent company of Enterprise, Alamo, and National rental car companies - to discover how attention to stakeholder relationships can be a key factor in success.