You may have your industry’s most prolific product or service in the marketplace, but your customers’ loyalty and checkbooks will only go as far as your customer service will allow. In the end, customers will not recognize the minor advantages of your superior product, but poor customer service will stand out like the Vegas strip on a moonless night. So the most vital question any manager or business owner can ask themselves today is, how well are you training, coaching, and supporting you...

Praise for Take Their Breath Away"Are you bored? We're so spoiled that when something is merely good enough, we just walk away. Chip and John explain that the surefire method for growth and customer loyalty is simple: don't be boring."—Seth Godin, author of Purple Cow and Tribes"Take Their Breath Away shows how legendary customer service delivery can win and keep devoted customers for life. I LUV this fanta...

"Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results." -Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA)Every organization aspires to be customer-centric, but the current approach is shallow and transactional: organizations ask customers what they want and then try to give it to them....

In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain – they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyÆs customer service doesnÆt adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly w...

Today's customers demand service that isn't just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of Managing Knock Your Socks Off Service provides listeners with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space.Revamped with new examples, stories, and research, this audiobook gives readers practic...

2017 American Book Fest 2017 Best Book Award2017 North American Book Awards Silver Medalist2018 National Indie Excellence Awards FinalistAdd a Little Sparkle to Your ServiceIn his newest book on innovative service, bestselling author Chip R. Bell focuses on the importance of delivering the “core” of a service experience in a fashion that is value-unique, not just value-added. In his own words, “Innovative comes from your core; ...

The updated third edition of "the essential handbook for all those who are trusted advisors to aspiring leaders" (Jim Kouzes, coauthor of The Leadership Challenge).This latest edition of the classic Managers as Mentors is a rapid-fire read that guides leaders in helping associates grow in today's tumultuous organizations. Thoroughly revised throughout with twelve new chapters, this edition places increased emphasis on the mentor acting as a learnin...

NEW EDITION, REVISED AND UPDATEDThis latest edition of the classic Managers as Mentors is a rapid-fire read that guides leaders in helping associates grow in today's tumultuous organizations. Thoroughly revised throughout with twelve new chapters, this edition places increased emphasis on the mentor acting as a learning catalyst with the protégé rather than simply handing down knowledge.As with previous editions, a fictional case study of a mentor-protégé relationship runs ...

Outperform, outsmart, and outrun your competition with this comprehensive and fun management handbook starring Wile E. Coyote and Road Runner!Concerned about the changing business climate?Learn how to adapt with this easy-to-understand manual, where the cartoon characters of Wile E. Coyote and Road Runner act as metaphors for business managers seeking marketplace victories.

Bestselling authors Chip Bell and John Patterson (more than 500,000 book copies sold collectively) describe the new rules for coping with demanding customers in a wired, want-it-now world.

The author of the bestselling The Art of Innovation reveals the strategies IDEO, the world-famous design firm, uses to foster innovative thinking throughout an organization and overcome the naysayers who stifle creativity.The role of the devil's advocate is nearly universal in business today. It allows individuals to step outside themselves and raise questions and concerns that effectively kill new projects and ideas, while claiming no personal responsibil...

"When everybody zigs, zag," says Marty Neumeier in this fresh view of brand strategy. ZAG follows the ultra-clear "whiteboard overview" style of the author’s first book, THE BRAND GAP, but drills deeper into the question of how brands can harness the power of differentiation. The author argues that in an extremely cluttered marketplace, traditional differentiation is no longer enough—today companies need “radical differentiation” to create lasting value for their shareholders and customers...