Career Services

Career Diplomacy takes listeners inside the world of American diplomats in the US Foreign Service. Members of the Foreign Service represent the country abroad, protect and support American citizens overseas, manage government programs and facilities, and move foreign policy from the abstract to the actual.

His work is cited by the world's best-known thought leaders, from Steve Jobs to Malcolm Gladwell. In this classic best seller - one of the most influential business books of all time - innovation expert Clayton Christensen shows how even the most outstanding companies can do everything right - yet still lose market leadership. Christensen explains why most companies miss out on new waves of innovation.

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.

The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.

Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world. How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality.

Companies have invested thousands and even millions of dollars in CRM technology over the past decade, but frontline salespeople and sales executives alike are still groping for solutions. The problem of drift - a common phenomenon in which a prospect simply forgets about the product offering and goes dark - is persistent and rampant. Technology doesn't change behavior on its own. Behavior is changed by adopting better habits. The fact is, 44 percent of salespeople give up after one follow-up attempt. That sad reality presents a genuine opportunity.

The power of glitzy advertising and elaborate marketing campaigns is on the wane; word- of-mouth referrals are what drive business today. People trust the recommendation of a friend, family member, colleague, or even stranger with similar tastes over anything thrust at them by a faceless company. Most business owners believe that whether customers refer them is entirely out of their hands. But science shows that people can't help recommending products and services to their friends....

In this book, Melissa Perri explains how laying the foundation for great product management can help companies solve real customer problems while achieving business goals. By understanding how to communicate and collaborate within a company structure, you can create a product culture that benefits both the business and the customer. You'll learn product management principles that can be applied to any organization, big or small.

Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal.

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.

In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth.You also generate a vital metric: your Net Promoter Score.

Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. How did Cleveland Clinic turn itself around so effectively and so quickly? More important, how can you do the same with your organization? Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations - methods that seamlessly translate to any business seeking to improve its customer experience.

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.

No Thanks, I'm Just Looking gives anyone the inside scoop on how to skyrocket their selling career with a system of easy-to-learn, practical moneymaking steps. By saving countless hours of trial-and-error experience, listeners will be able to focus on the things that really work. Considered to be retail guru Harry J. Friedman's personal collection of proven selling techniques, No Thanks, I'm Just Looking includes all the tips and humorous anecdotes that have made him retail's most sought-after consultant.

The world's most successful businesses leaders understand that creating a shared social identity around their products and services is the most efficient path to scaling revenue, differentiating products, promoting customer success and retention, and seizing category ownership. The Business of Belonging is the playbook for doing just that. CMX founder David Spinks offers advice for creating community strategy, aligning it with your business objectives, and launching and managing a community of end users.

Mr. Shmooze is the parable of a man who reveals the secret shared by all superstar salespeople. Selling, in its most exquisite form, is not about "taking", nor is it about "persuading". Selling, believe it or not, is about "giving". Mr. Shmooze gives for a living. He starts by listening and he quickly comes to understand what people really need. His customers love him because he gives more than he takes. They trust him because he is passionate about their interests.

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.

In a tight market, your most powerful growth engine - and your best protection from competitive inroads - is this: Put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand.

In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.

The marketing methods of the past are losing effectiveness as consumers are getting smarter and smarter and have less and less time. What is needed is a new way of doing business, a method that is simultaneously socially responsible and far more effective than "old marketing". This new way is The Irresistible Offer.

Author Harvey Reese, a successful new-product developer, consultant, and licensing agent, reveals his proven step-by-step process for formulating an idea that manufacturers are willing to pay for. He gives you the nuts and bolts information on patents, negotiating the deal, and the licensing process. Filled with examples of successful, well-known licensing ventures, How to License your Million Dollar Idea has all the information and motivation you need to grow your idea into a fortune.