The Mad Clientist distilled 14,000 in-depth interviews with top executives into 26 pithy, pointed actions for you to start using today. Spend just 26 minutes with The Mad Clientist and his ABCs of Client Service and improve your client service immediately. An unconventional look at a serious topic, The Mad Clientist, a.k.a. Michael B. Rynowecer, shows you how to deliver superior client service-from the client perspective. Based on more than 25 years of experience analyzing client relations...

Behind every great rainmaker, mover and shaker, and leader are great relationships. In fact, replace great with superior. People who make things happen make superior relationships first. Relationships are the power source, if not the very soul, of doing good business-the kind of business where clients smile and believe your value simply dwarfs your fee. People who sell don't develop nearly as much business as people who develop relationships. New business flows to those individuals and com...

In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world.Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original

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.With a combination of open-ended interviewing and fast and flexible research techniques, you’ll learn how your prospective customers behave, the problems they need to solve, and what frustrates and delights them. These i...

Ready to take your business to the next level? Find out everything you need to know about the Business Model Canvas with this practical guide.An increasing number of people are taking the plunge and creating their own businesses, choosing to be their own boss and create their own profits. Yet this is no mean feat, which is why it is essential to have a solid business plan. This guide will teach you all about the Business Model Canvas and how it can increase your va...

**People want to buy from, work for, and partner with companies that matter.So how do you build a company that matters?**Companies and people that matter have successfully become the obvious choice in the hearts and minds of their customers, their employees, and their communities. They elevate themselves by consistently finding ways to solve the most pressing needs their markets face. The result? They create more value year after year and build a sustainable, differentiated...

If you want salient advice about your startup, you’ve hit the jackpot with this book. Harvard Business School Professor Tom Eisenmann annually compiles the best posts from many blogs on technology startup management, primarily for the benefit of his students. This book makes his latest collection available to the broader entrepreneur community.You’ll find 72 posts from successful entrepreneurs and venture capitalists, such as Fred Wilson, Steve Blank, Ash Maurya, Joel Spolsky, and ...

The vertical/functional hierarchy has been the mainstay of business since the industrial revolution. But it has its problems. In fact, the vertical design all but guarantees fragmented tasks, overspecialization, fiefdoms, turf wars, the urge to control from the top--all the negatives that foster organizational paralysis. In The Horizontal Organization, Frank Ostroff provides executives with the first truly viable alternative to the age-old vertical alignment. Indeed, he offers not...

In today's business world, the customer service experience is the most critical component that leads small businesses to remarkable success. Good service can be a business owner's greatest asset if it is properly implemented, practiced on a regular basis, and customized to meet the needs and wants of customers. The good relationships entrepreneurs have with customers will be essential to growing their businesses and evolving to the next level.This book is designed as a tool for the...

The purpose of this Ebook is twofold: to present the modern way of sales and marketing by illustrating changes in behavior and practices; and to define the global sales leader, a profile for success in today's business world.The author is an Italian entrepreneur who built up a successful industrial business and consultancy in China and beyond. He shares firsthand stories and wisdom from over 30 years of experience in business, as he observed and responded to the rise of globalizati...

You will experience psychological impasse many times in your life. During these times, you have the sensation that you’re stuck or paralyzed. You’re convinced that something must change, whether in your work or personal life. Though this feeling is normal, you need to move beyond it. Failure to get unstuck” can put your career and personal life-as well as the healthy functioning of your team or organization-at risk.In Getting Unstuck, business psychologist and researcher ...

THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGECleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.How did Cleveland Clinic turn itself around s...