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Author: Dan Gingiss
Publisher: Createspace Independent Publishing Platform
ISBN: 9781542732383
Category : Internet advertising
Languages : en
Pages : 0
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Book Description
"Social media has changed customer service forever by shifting power from brands to consumers, requiring a different way of thinking about the customer experience. This book teaches you how top brands are "winning" at customer service in social media, and provides the tools to do the same at your company."--
Author: Dan Gingiss
Publisher: Createspace Independent Publishing Platform
ISBN: 9781542732383
Category : Internet advertising
Languages : en
Pages : 0
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Book Description
"Social media has changed customer service forever by shifting power from brands to consumers, requiring a different way of thinking about the customer experience. This book teaches you how top brands are "winning" at customer service in social media, and provides the tools to do the same at your company."--
Author: Flavio Martins
Publisher: AMACOM
ISBN: 0814436250
Category : Business & Economics
Languages : en
Pages : 251
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Book Description
Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a “most influential social customer service pro,” fills his invaluable guide with examples and inspiration in order to show readers how to:• Align the business around a customer service mission• Make every employee a customer service agent• Create an environment in which exceptional service experiences can happen• Humanize customer service, virtually and in person• Empower employees to find innovative solutions• All the random acts of WOW--they’re often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base!
Author: Marsha Collier
Publisher: John Wiley & Sons
ISBN: 1118007654
Category : Business & Economics
Languages : en
Pages : 204
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Book Description
Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.
Author: Frances X. Frei
Publisher: Harvard Business Press
ISBN: 1422133311
Category : Customer relations
Languages : en
Pages : 262
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Book Description
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Author: John Golden
Publisher:
ISBN: 9780991038404
Category : Business & Economics
Languages : en
Pages : 136
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Book Description
John Golden, best selling author of "Winning the Battle for Sales" presents "Social Upheaval: How to Win At Social Selling" to explain how every B2B salesperson can add social selling methods to their toolkits, and why it is so important that they do so without delay. Using social media to sell is all about communicating value quickly and concisely. Any book on the subject should do the same, and "Social Upheaval: How to Win at Social Selling" does exactly that. A short, easy-to-read treatise that delivers practical advice and tactics to successfully leverage this new frontier of selling, Social Upheaval is provocative, entertaining and above all immediately useful.
Author: Jay Baer
Publisher: Penguin
ISBN: 1101633883
Category : Business & Economics
Languages : en
Pages : 242
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Book Description
The difference between helping and selling is just two letters If you're wondering how to make your products seem more exciting online, you're asking the wrong question. You're not competing for attention only against other similar products. You're competing against your customers' friends and family and viral videos and cute puppies. To win attention these days you must ask a different question: "How can we help?" Jay Baer's Youtility offers a new approach that cuts through the clutter: marketing that is truly, inherently useful. If you sell something, you make a customer today, but if you genuinely help someone, you create a customer for life.
Author: Jay Baer
Publisher: Portfolio
ISBN: 1101980672
Category : Business & Economics
Languages : en
Pages : 240
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Book Description
Includes a detachable folded poster of "The Hatrix."
Author: Fred Reichheld
Publisher: Harvard Business Press
ISBN: 1647821797
Category : Business & Economics
Languages : en
Pages : 159
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Book Description
Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.
Author: John A. GOODMAN
Publisher: AMACOM Div American Mgmt Assn
ISBN: 081441334X
Category : Business & Economics
Languages : en
Pages : 274
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Book Description
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
Author: Sandra M. Bates
Publisher: McGraw Hill Professional
ISBN: 0071760156
Category : Business & Economics
Languages : en
Pages : 273
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Book Description
“This book is a must read for anyone who cares about the well-being of humanity in our modern world.” —Jake B. Schrum, President Southwestern University, Georgetown, TX “The Social Innovation Imperative advances a best practice framework to solving the world’s most pressing social issues. This is a foundational guide to changing the world that will be referenced for years to come.” —Michael Reynolds, Vice President, Product Development and Management, Cigna Health Care “Advancing the works of Clayton Christensen, Tony Ulwick, and others, Bates gives us a systematic approach for addressing critical human needs and the ecosystems in which they persist. This book is a blueprint to help us solve the ‘right’ things—the ‘right’ way.” —Joe Grieshop, President, Chief Innovation Executive, netTrekker, Founding Partner, Knovation Lab “Bates lays out a comprehensive, needs-driven approach for creating a social innovation road map. The detailed templates she provides offer particular insight for large, complex challenges.” —Sarah Miller Caldicott, author of Innovate Like Edison and Inventing The Future, great-grandniece of Thomas Edison “Bates shows how to create comprehensive innovation strategies using a six-step framework, and she gives the reader detailed ‘how to’ instruction for each step.” —Ellen Domb, Ph.D., President, PQR Group, Founder of The TRIZ Journal About the Book: In recent years, business leaders have been investing unprecedented amounts of time and money pursuing innovation to drive profits and growth. Although far from perfected, the innovation best practices they follow are by now well established. But when your expected ROI isn’t measured in dollars but in social good, the game is played very differently—which is where The Social Innovation Imperative comes in. Sandra M. Bates has spent the last decade helping major corporations create new markets for technology, consumer goods, and services. Now, she turns her attention to the social sector. The Social Innovation Imperative begins by explaining why innovation in social sectors, such as health care, conservation, and education, is unique and then provides the framework and tools that create a best practice for driving innovative change that will impact our world. Bates organizes the process into action-oriented steps you can follow to meet your goals effectively and in the most efficient manner possible. Learn how to: Investigate the Needs—define the social challenge, determine unmet needs, and examine opportunities for achieving them Innovate the Solution—devise a workable solution and develop a powerful social business model Implement the Solution—ensure the solution creates shared value and discover techniques to make certain that it does not become an orphan innovation In The Social Innovation Imperative, Bates combines everything she has learned as a high-level business consultant to offer a refreshing new approach for developing breakthrough products, programs, and services to meet society’s needs. The Framework for Social Innovation outlined in this book removes the mystery from innovation success and provides a systematic approach anyone can adopt. The Social Innovation Imperative offers essential wisdom for innovators everywhere—whether nonprofits, NGOs, foundations, government agencies, or corporations—who wish to generate meaningful social value.
