Customer Marketing

This book will help you put customers at the center of what you do, and in turn, grow your business. For any business to thrive, random initiatives in customer experience (CX) must evolve into a strategic, cohesive plan that accelerates growth and innovation. Traditionally, crafting a CX transformation strategy has been complex and time-intensive, often leading to it being overlooked. CX Wheel simplifies the creation of a comprehensive CX strategy by distilling the key elements of CX onto a single-page, actionable CX transformation plan. CX Wheel lays out a road-tested, how-to CX ...

Based on six years of research, Harvard Business School Professor Thales Teixeira shows how and why industries are disrupted and what established companies can do to respond - as well as what potential start-ups must master if they hope to gain a competitive edge.

Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the customer leadership executive, this book follows the five-competency model she uses to coach the C-Suite and chief customer officers.

The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.

Coleman offers a system designed to dramatically increase customer retention and as a result, the bottom line. He identifies eight distinct emotional needs customers undergo during the 100 days following a purchase, whether it's as small as a new drink at Starbucks or as big as a house. If you can understand and anticipate these phases, you can use a myriad of techniques - in-person, email, mail, and video - to cement a long and valuable partnership.

Introducing "The Handyman's Blueprint" – the ultimate guide for aspiring and seasoned handymen who want to take their skills and business acumen to new heights. This comprehensive eBook covers everything you need to know to become a successful handyman, providing you with a roadmap for starting, running, and growing your business. Don't be just another handyman – instead, set yourself apart from the competition with the help of our 36 informative and practical chapters, each focused on a critical aspect of the handyman profession. Learn how to identify your niche, create a unique ...

You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business - in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top 10 customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction.

The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowledge, and attitudes that matter most for high performance. And what they discovered may be the biggest shock to conventional sales wisdom in decades.

Are you tired of competing on price while your competitors charge premium rates and stay booked solid? Every day, customers choose other businesses over yours—not because they're better skilled or more experienced, but because they've mastered something you haven't: positioning themselves as the obvious choice. While you're trapped in bidding wars and price comparisons, market-dominating businesses command premium prices, have waiting lists, and generate most of their customers through referrals alone. The brutal truth? If customers can't tell why they should choose you over everyone else...

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service.

This book reveals how small businesses are harnessing the power of artificial intelligence to outpace competitors and redefine what it means to be innovative. From the first chapter, readers witness a wave of entrepreneurs awakening to the transformative potential of AI. They discover how creative problem solving becomes supercharged when machine learning is woven into everyday decisions. The journey moves through real stories of businesses delighting customers with automated yet deeply personal experiences. Marketing is reimagined as algorithms uncover new audiences and craft irresistible ...

The most successful salespeople understand that they are fundamentally storytellers. The reality is that to succeed in sales, you need to master the art of customer conversation. Being remarkable and memorable in your conversations is very important - but it goes beyond great delivery. You must be able to articulate value. The Three Value Conversations provides the tools and methods you need to differentiate yourself and your solutions from the competition, elevate value to the right decision maker, and maximize all sales opportunities across the entire long lead buying cycle.

People don't buy from people they like. No! Your buyer doesn't care about you or your product or service. It's not your job to overcome objections, it's your buyer's. Closing isn't a skill of good salespeople; it's the skill of weak salespeople. Price isn't the main reason salespeople lose the sale. Gap Selling shreds traditional and closely held sales beliefs that have been hurting salespeople for decades. For years, salespeople have embraced a myriad of sales tactics and belief systems that have unknowingly created many of the issues they have been trying to avoid.

How do you cut through the noise, commotion, and bad information that is right now cluttering up your customers' digital space? Epic Content Marketing. One of the world's leading experts on content marketing, Joe Pulizzi explains how to draw prospects and customers in by creating information and content they actually want to engage with. No longer can we interrupt our customers with mediocre content (and sales messages) our customers don't care about. Epic Content Marketing takes you step by step through the process of developing stories that inform and entertain and compel customers to act - without actually telling them to.

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.

In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t. Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive.

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.

Succeeding as a sales professional is like being a professional athlete. Whether you're already the top salesperson at your company, or you're simply working hard to reach the next level of success, in order to keep up in a fast-paced, increasingly crowded marketplace - one in which meaningful product differentiation has all but disappeared - you must constantly push yourself to improve, open more doors, and break through the noise to attract and retain the attention of busy and distracted customers.

Desde la publicación original de Building a StoryBrand, más de un millón de líderes empresariales han descubierto el poderoso marco StoryBrand de Donald Miller y están ganando millones. Ahora, el recurso clásico para conectar con los clientes ha sido completamente revisado y actualizado, haciéndolo aún más poderoso con el fin de prepararte mejor para los desafíos de hoy.

This book is designed to help growth-minded people like you see the power and potential they have to make an impact by changing the customer experience for their businesses and brands for the better.