Career Services

Find and kill the corporate stupidity that drives customers crazy. CEO and award-winning business writer John R. Brandt offers concrete examples of how any organization - large or small, and regardless of industry - can innovate in ways that delight customers and attract top-level talent. Nincompoopery - terrible customer service, idiotic business processes, and soul-crushing management practices - surrounds all of us. We lose time, patience, and profits as stuck-in-the-past organizations actively prevent us (and our customers) from getting the value we (and they) deserve.

Innovation expert Marion Debruyne explains how to become an outside-in organization by constantly connecting with the market to anticipate changes, converting customer insights into actionable change and collaborating with others where their own capabilities fall short. Packed with real world examples from leading global companies, Customer Innovation provides the framework needed to shift from a product-oriented to a solutions-oriented focus and from a transaction-based to a co-creation-based customer relationship.

"Pass the Animal Control Officer Exam: Your Guide to a Career in Animal Control" is the ultimate study guide for aspiring animal control officers seeking to embark on a fulfilling career in the field of animal control. This comprehensive guide covers essential topics that are crucial for success in the profession, providing a comprehensive overview of the diverse responsibilities and challenges faced by animal control officers. From understanding animal behavior and mastering handling techniques to identifying various animal breeds and species, this guide offers in-depth insights into the ...

Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail - the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back - and that sets you apart from the competition. You need to seize The Customer Experience Edge.

This book is not just about customer service. This is a book about success! It's about how to run and sustain a successful business. This book is not only for the companies that are struggling and are on the brink of closing; it is also for the successful companies that are doing well but could be doing even better.

Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners as well as against demands of the future in a book service leaders around the world will use as a guide for years to come.

Retail is experiencing a massive transition. Thousands of independent retailers have been bobbing in the ocean, clinging to planks of splintered wood and struggling to stay afloat. Today, those who remain have washed ashore on a new island, and the rules have changed. But where there’s life, there’s hope, as long as you’re willing to roll up your sleeves and do the work. In Come Back to Bed, Mark Kinsley and Mark Quinn offer strategies and principles retailers can use to forge lasting customer relationships that will weather any storm.

The revised standard for Service Management, ISO/IEC 20000-1:2018 is the third version of the international standard for service management, replacing the 2011 edition. It provides requirements for the planning, design, transition, delivery, and improvement of a Service Management System, which is the coordinated set of policies, processes, organizational structure, and people to manage services. This book provides and overview of this revised standard for service management.

Drawing on exclusive, in-depth interviews with managers of some of the world's most iconic brands, Romancing the Brand arms you with an arsenal of classic and emerging marketing tools - such as benefit laddering and word-of-mouth marketing - that make best-in-class brands so successful. The book is filled with examples, strategies, and tools from powerful brands that consumers love, including Coke, Dos Equis, Smartwater, the Atlanta Falcons, Domino's Pizza, Bounty, Turner Classic Movies, and many more.

COVID has changed the game for all of us. It has forcefully fast-forwarded everyone into a digital era. Now, we have no other way but to adopt technology to run our businesses. Although small businesses are agile in adopting changes, technology can sometimes be challenging.

Whether you are a business owner or an employee deeply invested in delivering on your organization’s brand promise, the most powerful way to fulfill that promise begins with becoming aligned with who you really are. The Power of Promise teaches you how to understand, declare, map, train, and deliver exactly what you’ve promised your customers, which enhance your bottom line, meet and exceed the expectations of your customers, and improve the work experience for you and your staff.

The old cliché is that smart companies underpromise and overdeliver. But in today's crowded market, underpromising is a ticket to oblivion. Rick Barrera shows how to make sure that every point of contact between your company and its customers is well executed and fulfills an over-the-top brand promise to drive word of mouth and rapid growth.

Every day across America, consumers face issues with credit cards, mortgages, car loans, and student loans. When they are cheated or mistreated, all too often they hit a brick wall against the financial companies. People are fed up with being run over by big corporations, and few have the resources or expertise to fight back on their own. It is no wonder consumers feel powerless: they are outgunned every step of the way. Since 1970, the financial industry has doubled in size. It is the biggest source of campaign contributions....

Turn every “thank you,” apology, and quick reply into a loyal customer. Customer Support: From Novice to Expert is the straightforward guide for anyone who serves customers—face to face, on the phone, in live chat, or anywhere else. After ten years helping airline passengers from around the world, I learned what truly delights people: clear words, genuine empathy, and fast solutions. In this book you’ll learn to master: Communication – write and speak so customers trust you. Empathy – see the issue through the customer’s eyes. Digital Tools – choose the right platforms and ...

In every thriving organization, there are leaders at the forefront driving vision and strategy. Yet, behind every successful leader stands a dedicated team—the backbone—that ensures the leader’s vision becomes reality. In The Backbone of Leadership, L. David Harris reveals how to excel in critical support roles, such as COO, Chief of Staff, Vice President, General Manager, Director, or Team Leader, etc., ensuring your organization thrives.

Igniting Customer Connections explores how organizations of all sizes can build powerful and profitable customer relationships in a today's increasingly complex, fast-paced, and fragmented marketplace. Written by the president of one of the world's largest marketing firms, the audiobook provides expert insights about connecting with customers effectively across all channels and over time. The central premise is a refreshingly different, evidence-based approach called Return On Experience and Engagement, or ROE2.

Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today’s innovation-hungry economy. The challenge is customers often don’t know precisely what they want. As Henry Ford is reputed to have said, “If I had asked people what they wanted, they would have said faster horses."

Michael Jordan was undoubtedly the greatest basketball player of all time, unless of course you are a Lebron James fan. Despite his incredible success as a player, Jordan could not have won 6 championships on his own. The championships, which made him a true idol were part of a team effort. Just like in sports, high-performance teams are crucial to the success of any business. Whether you’re a large or mid-size firm, if your teams aren’t performing at an optimum level, you’re losing at least some of your return on investment. Think about it.

Design Like Apple uncovers the lessons from Apple's singular approach to product creation, manufacturing, delivery, and customer experience. Learn how design can create a competitive advantage by delivering beauty, ingenuity, and charisma. Get guidance on how to nurture taste, talent, and a design culture at every level of your organization.

It’s a new era of business and consumerism - and you play a role in defining it.

Today’s biggest trends - the mobile web, social media, real time - have produced a new consumer landscape. The End of Business As Usual explores this complex information revolution, how it has changed the future of business, media, and culture, and what you can do about it. This is the end of business as usual and the beginning of a new era of relevance.