• The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

    Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.In short, imagine a workplace culture where employees were absolutely obsessed with customer service.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 ... [Read More]

    • ASIN: 0692842004
    • ASIN: 0692842004
    • ISBN: 0692842004
    • Manufacturer: Toister Performance Solutions

  • Be Our Guest (Revised and Updated Edition): Perfecting the Art of Customer Service (A Disney Institute Book)

    Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how ... [Read More]

    • ASIN: 1423145844
    • UPC: 884595518405
    • ASIN: 1423145844
    • ISBN: 1423145844
    • Brand: Disney Editions
    • Manufacturer: Disney Editions

  • Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

    Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions.Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can he... [Read More]

    • ASIN: 1491923539
    • ASIN: 1491923539
    • ISBN: 9781491923535
    • Brand: O'Reilly Media
    • Manufacturer: O'Reilly Media

  • Enable Better Service: A Customer Service Contact Center Story of Breaking Away from the Norm Through Creativity, Technology and Innovation.

    Not everyone looks forward to calling a contact center. Most people don't pick up the phone and smile from ear to ear in anticipation for that "press 1 for..." and "average wait time is 2 minutes." Contact Centers are complex and often an afterthought for many companies. This is especially apparent for companies that grow quickly and are in the most need of an efficient way to answer customer's questions. This book will lay out the steps to combat this misconception and turn your contact center into a well-oiled machine that can also save on the bottom line.In Enable Better Service, Aarde Coss... [Read More]

    • ASIN: 1798035812
    • ASIN: 1798035812
    • ISBN: 1798035812
    • Manufacturer: Independently published

  • The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

    Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff... [Read More]

    • ASIN: 0071548335
    • UPC: 884420580157
    • ASIN: 0071548335
    • ISBN: 0071548335
    • Brand: McGraw-Hill
    • Manufacturer: McGraw-Hill Education

  • The Power of Moments: Why Certain Experiences Have Extraordinary Impact

    The New York Times bestselling authors of Switch and Made to Stick explore why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work.While human lives are endlessly variable, our most memorable positive moments are dominated by four elements: elevation, insight, pride, and connection. If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember twenty years later? What if a manager knew how to create an experien... [Read More]

    • ASIN: 1501147765
    • ASIN: 1501147765
    • ISBN: 1501147765
    • Brand: Simon & Schuster
    • Manufacturer: Simon & Schuster

  • The Power of Promise: How to win and keep customers by telling the truth about your brand

    Trust lies at the heart of every good customer experience. But how do you create trust and deliver on the promise of your brand? 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 yo... [Read More]

    • ASIN: 1732789509
    • ASIN: 1732789509
    • ISBN: 1732789509
    • Manufacturer: Bowker Identifier Services

  • Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise

    Jim Collins, author of Good to Great, co-author of Built to Last: "Horst Schulze created a culture of service that should be a model for all of us. By committing to the highest standards of professionalism - and creating the right systems to achieve them - he inspired thousands to embrace the core ideal of sheer unadulterated excellence. Schulze now shares his story, and his methods, so that the rest of us can be uplifted and taught by the master himself."Dan Cathy, chairman and CEO, Chick-fil-A: "Horst Schulze's influence on my family and our business is undeniable. His approach to customer s... [Read More]

    • ASIN: 0310352096
    • UPC: 025986352097
    • ASIN: 0310352096
    • ISBN: 0310352096
    • Brand: HarperCollins Christian Pub.
    • Manufacturer: Zondervan

  • Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days

    Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer.Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop... [Read More]

    • ASIN: 0735220034
    • ASIN: 0735220034
    • ISBN: 9780735220034
    • Manufacturer: Portfolio

  • Building a StoryBrand: Clarify Your Message So Customers Will Listen

    New York Times best-selling author Donald Miller uses the seven universal elements of powerful stories to teach listeners how to dramatically improve how they connect with customers and grow their businesses.Donald Miller's StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides listeners with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services. Building a Story... [Read More]

    • ASIN: B06XFJ2JGR
    • ASIN: B06XFJ2JGR
    • Manufacturer: HarperCollins Leadership

  • The High Roller Experience: How Caesars and Other World-Class Companies Are Using Data to Create an Unforgettable Customer Experience

    The marketing guru of Caesars/Harrah’s shows how you can double-down and win with a proven data-driven approachWalking through Caesars in Las Vegas may seem like a dream―the lights are not too bright, the temperature is perfect, and everything is within your reach. But behind this “magical” experience is a carefully choreographed performance based on deep understanding and rigorous analysis of extensive data to help ensure guests have an incredible and personalized experience. The Caesars marketing story is recognized as one of the best examples of using data to improve the customer ex... [Read More]

    • ASIN: 125986295X
    • ASIN: 125986295X
    • ISBN: 125986295X
    • Manufacturer: McGraw-Hill Education

  • X: The Experience When Business Meets Design

    Welcome to a new era of business in which your brand is defined by those who experience it. Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you re not around? In an always-on world where everyone is connected to information and also one another, customer experience is your brand. And, without defining experiences, brands become victim to whatever people feel and share. In his new book X: The Experience When Business Meets Design bestselling author Brian Solis shares why great products are no longer good enough to ... [Read More]

    • ASIN: 1118456548
    • ASIN: 1118456548
    • ISBN: 1118456548
    • Manufacturer: Wiley

  • Worlds of Wonder: Experience Design for Curious People

    "Decades into today's experience economy, experience design remains very much an art rather than a science. 'Worlds of Wonder' exemplifies the state of that art, providing a beautiful, insightful, and wonderful view of the design of experiences that engage, inspire and even transform." - B. Joseph Pine Il - Co-author of The Experience Economy This book is about immersive experience design, the art of creating spaces that tell a story. lt's the result of 25 years of work by one of Europe's first specialised XD agencies. Starting in 1991, the authors witnessed the rise of a completely new indus... [Read More]

    • ASIN: 9063694644
    • ASIN: 9063694644
    • ISBN: 9063694644
    • Manufacturer: BIS Publishers

  • The 1-Page Marketing Plan: Get New Customers, Make More Money, And Stand Out From The Crowd

    WARNING: Do Not Read This Book If You Hate MoneyTo build a successful business, you need to stop doing random acts of marketing and start following a reliable plan for rapid business growth. Traditionally, creating a marketing plan has been a difficult and time-consuming process, which is why it often doesn't get done.In The 1-Page Marketing Plan, serial entrepreneur and rebellious marketer Allan Dib reveals a marketing implementation breakthrough that makes creating a marketing plan simple and fast. It's literally a single page, divided up into nine squares. With it you'll be able to map out ... [Read More]

    • ASIN: B01B35M3SM
    • ASIN: B01B35M3SM
    • Manufacturer: Successwise

  • Service Fanatics

    An in-depth case study of Cleveland Clinic’s revolutionary transformation around the customer—a powerful model for any leader seeking to drive positive organizational changeAlthough Cleveland Clinic was recognized as having among the best clinical outcomes in the nation, the same was not true regarding patient experience. Service Fanatics shows the specific steps the Clinic took to go from the bottom 10th percentile in Medicare's survey to above the 90th percentile in less than 10 years. Today, the Clinic is recognized as a thought leader in the emerging field of patient experience. How di... [Read More]

    • ASIN: 1501211781
    • UPC: 889290360724
    • ASIN: 1501211781
    • ISBN: 1501211781
    • Manufacturer: McGraw-Hill Education on Brilliance Audio

  • The Best Story Wins : How to Leverage Hollywood Storytelling in Business and Beyond

    Provides fresh perspectives on the principles of Pixar-style storytelling, adapted by one of the studio's top creatives to meet the needs of entrepreneurs, marketers, and business-minded storytellers of all

    • UPC: 513008215

  • Amaze Every Customer Every Time : 52 Tools for Delivering the Most Amazing Customer Service on the Planet

    What are you waiting for? Let the amazement begin!The best of the best know that no matter how great the product or service, getting and keeping customers requires delivering an amazing experience, every single time.In

    • UPC: 24177823

  • Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

    A New York Times best-selling author, who worked closely with leaders inside the organization to understand the customer experience transformation as a top operational and cultural priority, offers an exclusive, behind-the-scenes look at how Mercedes-Benz

    • UPC: 45057098

  • The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

    The author of the bestselling "The Starbucks Experience" presents the five key principles behind The Ritz-Carlton Hotel Company's unparalleled success and customer service innovations for which they are

    • UPC: 8340880
    • Rating: 4.0

  • Stories That Stick

    Every person has a gap in their business they want to fill, and the bridge for that gap is a good story. Professional storyteller Kindra Hall shows business leaders the four unique stories they already

    • UPC: 207045393

  • Customer Experience Management : How to Design, Integrate, Measure and Lead

    We are passing through a paradigm shift and surviving in this upcoming paradigm doesn't seem possible through traditional marketing and management strategies. Today being brand is not a privilege any more, there are dozens of

    • UPC: 922585371

  • Rehumanize Your Business : How Personal Videos Accelerate Sales and Improve Customer Experience

    9781119576266

    • UPC: 398160096

  • Customer Experience Innovation : How to Get a Lasting Market Edge

    This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small

    • UPC: 374807197

  • More Is More : How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences

    9781138046788

    • UPC: 55600192

  • Woo, Wow, and Win : Service Design, Strategy, and the Art of Customer Delight

    In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn't enough to differentiate your business--it needs to be designed for service

    • UPC: 52612481

  • Customer Experience Stories

    Customer Experience Stories - Part 1

    Customer Experience Stories