Customer Behavior

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.

Relationships hold companies together and fuel future growth. From connecting with customers to forging high-performing teams, success depends on everyone working well together. Yet many leaders prioritize potential relationships and take established ones for granted. They shouldn't. Research reveals that these core relationships are often the weakest...and can prove more vital than missed networking opportunities.

In Customer Service Is Dead, author, serial entrepreneur, and customer-service expert Mitche Graf draws on 35 years of experience developing best-in-class customer-care departments and improving communications in businesses of all sizes to offer you new and innovative methods for reinventing customer-service policies and training employees in your business to improve customer satisfaction, focus on the customer experience, and maximize business growth.

Internet Reputation Management for Businesses is a new book by Guillermo "William" Rivas, co-founder of the first company to offer reputation management to businesses. The book cuts through the clutter and hype of reputation management and helps businesses understand the keys to a successful reputation-management campaign for a healthy social media presence online. This book on Internet reputation management looks into the passion and rewards of a healthy online image.

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.

As humans, we are greatly influenced by our relationships. We each enjoy being members of loyalty programs and networking groups that align with our goals. We have selected and continue to go to the same supermarkets, gas stations, banks, and purchase from only select companies. This happens because of an unspoken relationship that exists with these businesses and brands. They make us happy, we trust them, and their consistency is calming in a chaotic world with too many choices.

In Winning Her Business, Bridget Brennan, advisor to some of the world’s biggest brands and businesses, provides a road map for selling in a world dominated by the rise of women’s economic power.

The Welcomer Edge provides practical recommendations and strategies so that any company - regardless of industry or size - can maximize the quality of its customer service and the quantity of its loyal customers. The principles outlined in The Welcomer Edge are universal for all sales and service environments. It describes four distinct categories of service professionals - the people that will make any customer service/sales function or department a success.

What if your customers had a vested interest in guiding your company toward greater success? What if your employees had a personal as well as professional commitment to elevating your organization? Imagine how different your results would be if investors, vendors, and even analysts treasured the relationships they have built with you. Most important...is your company capable of setting aside a bit of its own self-interest to become part of dramatically more rewarding collaborative effort?

Imagine if you were there, taking notes, as a small pizza joint became one of the most successful restaurants in the world. The Domino’s Story will help you understand and adopt the competitive strategies, workplace culture, and business practices that made the iconic pizza chain the innovative restaurant and e-commerce leader it is today. As one of the most technologically advanced fast-food chains in the market, Domino's has cemented their reputation for innovation, paved in industry-leading profits.

There are so many hidden factors that influence the decisions your customers make, and it has little to do with the facts of your brand or the products you sell. They know they like a product or brand. They know that one service feels like a better value than another. They know that what you sell isn't a good fit, and they should head over to your competitor. But they usually don't know why they feel that way. They feel it, and that's good enough. This is where most companies miss the mark, deciding to throw all of their time, energy, and focus into conversion rate optimization to boost ...

People decide who to trust, what advice to heed, and which individuals to forge personal or transactional relationships with based on a simple metric of believability. Success, in turn, comes from understanding one basic principle: how to be more trusted. Likeonomics offers a new vision of a world beyond Facebook where personal relationships, likability, brutal honesty, extreme simplicity, and basic humanity are behind everything from multi-million dollar mergers to record-breaking product sales. There is a real ROI to likability, and exactly how big it is will amaze you.

Like it or not, professional relationships are impacted - positively or negatively - by the ability to communicate. Customers are won or lost, employees are encouraged or demotivated, professional networks are expanded or extinguished - all by how well we communicate. We Need to Talk reveals key strategies to help you build trust, win respect, and sidestep common minefields when communicating gets critical.

When it comes to messaging, what worked in the past won't work today. Our noisy, digital world has undermined our ability to focus. For a message to grab attention and persuade, it now has to pass the SAUCE test and be: Simple, Appealing, Unexpected, Credible, and Emotional. Secret Sauce shows you how to transform unconvincing messages into compelling copy.

Of all the things that can make or break your business, the most critical is experience. Great experiences inspire customers and employees to advocate for you, while bad ones do the opposite. It sounds obvious, but so many companies fail because they don’t think this essential factor is important to their bottom line. It’s All About CEX! breaks experience down into its core components - success, ease, and connection - and shows you how to get the most mileage out of each one.

In order to be successful both today and in the future, you need to separate yourself from the competition by practicing the breakthrough principle of adaptive innovation. How? By delivering an experience that the competition either cannot or will not attempt to copy. This is literally impossible if you stick to what is already familiar to you because whatever is familiar to you and your customers is likely to be familiar to your competition. You must create a new experience that is unique to you and that fosters a powerful emotional attachment with your target customer.

A social media expert with global experience with many of the world's biggest brands - including Nike, Toyota, and Motorola - Simon Mainwaring offers a visionary new practice in which brands leverage social media to earn consumer goodwill, loyalty, and profit, while creating a third pillar of sustainable social change through conscious contributions from customer purchases. These innovative private sector partnerships answer perhaps the most pressing issue facing business and thought leaders today: how to practice capitalism in a way that satisfies all needs.

Millennials and Generation Z, the largest generations in the workforce, want to work for and do business with organizations that promote equity and inclusion. But how does any organization - or individual - move from good intentions to meaningful action? In Inclusive 360: Proven Solutions for an Equitable Organization, Bernadette Smith delivers a systematic road map towards a more diverse, equitable, and inclusive organization. This progressive path is full of inspiring ideas from the world's most innovative companies - easily adapted for one's own organization.

The members of a massive and growing customer group are highly engaged with one subject: changing their own behavior to be healthier, wealthier, and wiser. Unlike the average consumer, these people are eager and excited to connect with businesses - if they'll help them make these very difficult changes. Nelson calls these people "transformational consumers".

Step into the intricate world of belt merchandising with "Belt It Out," the ultimate guide to mastering the art of pricing in the competitive accessory marketplace. This groundbreaking eBook unveils the strategies and psychological underpinnings that can make or break your belt business. Whether you're an established retailer, a budding entrepreneur, or simply intrigued by the subtleties of market dynamics, this read will equip you with the knowledge to not just survive, but thrive. Dive into the foundational understanding of belt market dynamics, exploring the evolution of retailing and ...