Customer Service

How do today's most successful tech companies - Amazon, Google, Facebook - design, develop, and deploy the products that have earned the love of literally billions of people around the world? Find out....

In sales, the worst thing you can hear from a customer isn’t “no.” It’s “I need to think about it.” When this happens, deeply entrenched business advice says to double down on your efforts to sell a buyer on all the ways they might win by choosing you and your business....

Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success....

Tony Hsieh - CEO of Zappos, the online shoe retailer - explains how he created a unique culture and commitment to service that aims to improve the lives of its employees....

Imagine what would happen if you could quickly elevate the EQ score of everyone in your organization. Profitability, retention, and customer satisfaction would soar....

Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels....

How do you develop products that people will actually use and buy? This practical guide shows you how to validate product and company ideas through customer development research - before you waste months and millions on a product or service that no one needs or wants....

In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty....

In Digital Customer Success: The Next Frontier, a team of trailblazing customer success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in customer success management.

A rainmaker is a person who brings revenue into an organization. That revenue comes from customers, it is the lifeforce of the organization, and without it the organization will die...

If you wish to build a united, powerful online community, Build Your Community is your definitive guide....

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....

With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it....

This new book in the popular Lencioni series shows what it takes to gain a real and lasting competitive edge....

Jobs to Be Done gives you a clear-cut framework for thinking about your business, outlines a road map for discovering new markets, new products, and new services....

The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence....

Change the way you think about sales to sell more, and sell better. Over the past decade, Inbound Marketing has changed the way companies earn buyers’ trust and build their brands - through meaningful, helpful content. But with that change comes unprecedented access to information....

If this were 1923, this book would have been called "Why Radio Is Going to Change the Game"....

The best financial advisors are well equipped to succeed regardless of market conditions....

From the bestselling author of Growth IQ comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth....

The solution in each case was a focus on customer experience, the most powerful - and misunderstood - element of corporate strategy today....

If you've ever used ZipCar, Amazon Prime, Spotify, NetFlix, Groupon, Weight Watchers, SurveyMonkey, United Mileage Plus, Pinterest, or Twitter, you are part of The Membership Economy....

Evergreen helps anyone merge high-tech tools with the personal touch to forge lasting bonds and steady profits....

These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple tap. Focusing on customer needs isn't a nice-to-have, it's a strategic imperative. The Jobs To Be Done Playbook (JTBD) helps organizations turn market insight into action.

Who is your boss? You have only one and every working person, from the president of the largest corporation to the shoeshine boy, has the same boss - they are simply the customer....