Service à la clientèle dans Marketing et ventes et Commerce et finance eBooks

The Convenience Revolution

How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty

par Shep Hyken ...

Convenience is KingWhen you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals.There’s a reason they call it a convenience store – because it’s convenient! When you have to pick up a gallon of milk, would you rather stop by a large supermarket or a 7-Eleven? Customers who shop at convenience stores know the selection is ... En savoir plus

$19.70 CAD

Convenience is KingWhen you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals.There’s a reason they call it a convenience store – because it’s convenient! When you have to pick up a gallon of milk, would you rather stop by a large supermarket or a 7-Eleven? Customers who shop at convenience stores know the selection is
... En savoir plus
The Outcome Generation

How a New Generation of Technology Vendors Thrives Through True Customer Success

par Paul J Henderson ...

Stand aside, we’re coming through!That’s the cry of a new generation of technology vendors. They have a new approach to enabling success for their customers. And they’re thriving as a result.These vendors all have subscription pricing at the heart of their business. Each has learned that if customers don’t feel they’ve had success, recurring revenue doesn’t grow and may even decline.What makes ... En savoir plus

$14.39 CAD

Stand aside, we’re coming through!That’s the cry of a new generation of technology vendors. They have a new approach to enabling success for their customers. And they’re thriving as a result.These vendors all have subscription pricing at the heart of their business. Each has learned that if customers don’t feel they’ve had success, recurring revenue doesn’t grow and may even decline.What makes
... En savoir plus
Be Our Guest

par Theodore Kinni ...

Collections series A Disney Institute Book
Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Be Our Guest specializes in helping professionals see new possibilities through concepts not found in the typical workplace, revealing even more of the business behind the magic of quality service. ... En savoir plus

$15.99 CAD

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Be Our Guest specializes in helping professionals see new possibilities through concepts not found in the typical workplace, revealing even more of the business behind the magic of quality service.
... En savoir plus
Call Centers For Dummies

par Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson ...

Tips on making your call center a genuine profit centerIn North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses ... En savoir plus

$22.99 CAD

Tips on making your call center a genuine profit centerIn North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses
... En savoir plus
Developing Knowledge-Based Client Relationships

par Ross Dawson ...

Developing Knowledge-Based Client Relationships, Second Edition, shows organizations how to lead their key clients into lasting, profitable, high-value relationships. Building on the powerful, tested principles of knowledge-based client relationships, Ross Dawson provides clear and extremely practical approaches for all professional and knowledge-based firms on how to create unique value for both ... En savoir plus

$87.46 CAD

Developing Knowledge-Based Client Relationships, Second Edition, shows organizations how to lead their key clients into lasting, profitable, high-value relationships. Building on the powerful, tested principles of knowledge-based client relationships, Ross Dawson provides clear and extremely practical approaches for all professional and knowledge-based firms on how to create unique value for both
... En savoir plus
Smart Parts Pricing

How to Price in After-Sales to Maximize Profitability

par Danilo Zatta ...

After-sales pricing has become a key priority of every company that manages parts operations. Written in a simple and readable way, Smart Parts Pricing is a concrete guide to support the transition to a modern and robust pricing strategy for parts and after-sales pricing.In Smart Parts Pricing, pricing expert Danilo Zatta explains how to boost profitability and build a competitive advantage, ... En savoir plus

$52.97 CAD

After-sales pricing has become a key priority of every company that manages parts operations. Written in a simple and readable way, Smart Parts Pricing is a concrete guide to support the transition to a modern and robust pricing strategy for parts and after-sales pricing.In Smart Parts Pricing, pricing expert Danilo Zatta explains how to boost profitability and build a competitive advantage,
... En savoir plus
Delivering Happiness

A Path to Profits, Passion, and Purpose

par Tony Hsieh ...

Successfully grow your business and improve customer and employee happiness with this New York Times bestseller book written by the CEO of Zappos.As the CEO of one of Fortune Magazine's "Best Companies to Work For," Tony Hsieh knows that keeping people happy is the key to professional growth and harmony. It might sound crazy, but Hsieh believes that we can prioritize company culture, make money, ... En savoir plus

$15.99 CAD

Successfully grow your business and improve customer and employee happiness with this New York Times bestseller book written by the CEO of Zappos.As the CEO of one of Fortune Magazine's "Best Companies to Work For," Tony Hsieh knows that keeping people happy is the key to professional growth and harmony. It might sound crazy, but Hsieh believes that we can prioritize company culture, make money,
... En savoir plus
Never Lose a Customer Again

Turn Any Sale into Lifelong Loyalty in 100 Days

par Joey Coleman ...

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, ... En savoir plus

$17.99 CAD

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,
... En savoir plus
Rehumanize Your Business

How Personal Videos Accelerate Sales and Improve Customer Experience

par Ethan Beute, Stephen Pacinelli ...

Accelerate sales and improve customer experienceEvery day, most working professionals entrust their most important messages to a form of communication that doesn't build trust, provide differentiation, or communicate clearly enough. It's easy to point to the sheer volume of emails, text messages, voicemails, and even social messaging as the problem that reduces our reply rates and diminishes our ... En savoir plus

$19.99 CAD

Accelerate sales and improve customer experienceEvery day, most working professionals entrust their most important messages to a form of communication that doesn't build trust, provide differentiation, or communicate clearly enough. It's easy to point to the sheer volume of emails, text messages, voicemails, and even social messaging as the problem that reduces our reply rates and diminishes our
... En savoir plus
Relationships 101

par John Maxwell ...

Great leadership is built on great relationships!Leadership is a relationship-intensive endeavor. If your people skills aren't strong, neither will be your leadership. "If people aren't following you," sums up New York Times and Business Week best-selling author Dr. John C. Maxwell, "then you're not really leading." In Relationships 101, Maxwell provides time-tested principles for developing ... En savoir plus

$15.99 CAD

Great leadership is built on great relationships!Leadership is a relationship-intensive endeavor. If your people skills aren't strong, neither will be your leadership. "If people aren't following you," sums up New York Times and Business Week best-selling author Dr. John C. Maxwell, "then you're not really leading." In Relationships 101, Maxwell provides time-tested principles for developing
... En savoir plus
The Discipline of Market Leaders

Choose Your Customers, Narrow Your Focus, Dominate Your Market

par Michael Treacy, Fred Wiersema ...

The classic bestseller outlining tactics for any business striving to achieve market dominanceWhat does your company do better than anyone else? What unique value do you provide to your customers? How will you increase that value next year? Drawing on in-depth studies and interviews with the top CEOs in the country, renowned business strategists Michael Treacy and Fred Wiersema reveal that ... En savoir plus

Prix courant $17.99 CAD Maintenant $2.99 CAD

The classic bestseller outlining tactics for any business striving to achieve market dominanceWhat does your company do better than anyone else? What unique value do you provide to your customers? How will you increase that value next year? Drawing on in-depth studies and interviews with the top CEOs in the country, renowned business strategists Michael Treacy and Fred Wiersema reveal that
... En savoir plus
The Complete Idiot's Guide to Cold Calling

Expert Advice for Overcoming Fear, Building Confidence, and Finding Your Sales V

par Keith Rosen MCC ...

Does this sound familiar? “If I could get in front of the prospect, the rest of the selling process becomes easier. It’s just getting in front of them that’s the challenge.” The fact is most cold calling efforts are doomed from the start. Salespeople lose sales not due to a lack of effort, but because they lack a prospecting system they are comfortable with and can trust to generate greater, ... En savoir plus

$12.99 CAD

Does this sound familiar? “If I could get in front of the prospect, the rest of the selling process becomes easier. It’s just getting in front of them that’s the challenge.” The fact is most cold calling efforts are doomed from the start. Salespeople lose sales not due to a lack of effort, but because they lack a prospecting system they are comfortable with and can trust to generate greater,
... En savoir plus
Evergreen

Cultivate the Enduring Customer Loyalty That Keeps Your Business Thriving

par Noah Fleming, Alan Weiss ...

An invaluable resource that helps anyone merge high-tech tools with the personal touch to forge lasting bonds and steady profits.Loyal customers are the beating heart of every great business.?Why do so many companies act like adrenalin junkies, chasing after new customers at the expense of creating deeper, more profitable relationships with the ones they already have?Evergreen exposes the mad ... En savoir plus

$10.99 CAD

An invaluable resource that helps anyone merge high-tech tools with the personal touch to forge lasting bonds and steady profits.Loyal customers are the beating heart of every great business.?Why do so many companies act like adrenalin junkies, chasing after new customers at the expense of creating deeper, more profitable relationships with the ones they already have?Evergreen exposes the mad
... En savoir plus
The Thank You Economy

par Gary Vaynerchuk ...

“Gary Vaynerchuk has seen the future of marketing. The Thank You Economy shows how it's built on both the time-honored techniques of listening to and appreciating customers and newer services like Twitter that allow you to engage directly with customers at unprecedented scale and speed. The book, like Gary, is also a lot of fun and full of passion.” —Dick Costolo, chief executive officer, ... En savoir plus

$16.99 CAD

“Gary Vaynerchuk has seen the future of marketing. The Thank You Economy shows how it's built on both the time-honored techniques of listening to and appreciating customers and newer services like Twitter that allow you to engage directly with customers at unprecedented scale and speed. The book, like Gary, is also a lot of fun and full of passion.” —Dick Costolo, chief executive officer,
... En savoir plus
Setting the Table

The Transforming Power of Hospitality in Business

par Danny Meyer ...

The bestselling business book from award-winning restauranteur Danny Meyer, of Union Square Cafe, Gramercy Tavern, and Shake ShackSeventy-five percent of all new restaurant ventures fail, and of those that do stick around, only a few become icons. Danny Meyer started Union Square Cafe when he was 27, with a good idea and hopeful investors. He is now the co-owner of a restaurant empire. How did he ... En savoir plus

$11.99 CAD

The bestselling business book from award-winning restauranteur Danny Meyer, of Union Square Cafe, Gramercy Tavern, and Shake ShackSeventy-five percent of all new restaurant ventures fail, and of those that do stick around, only a few become icons. Danny Meyer started Union Square Cafe when he was 27, with a good idea and hopeful investors. He is now the co-owner of a restaurant empire. How did he
... En savoir plus
The Fred Factor

How passion in your work and life can turn the ordinary into the extraordinary

par Mark Sanborn ...

NEW YORK TIMES BESTSELLER • Discover how an ordinary mail carrier’s approach to life can teach you how to boost creativity, strengthen relationships, and make a real difference every day—now in an updated twentieth-anniversary edition.“[The Fred Factor] delivers a potent motivational message that will super-charge your attitude toward work and life. . . . You will never view yourself, your value ... En savoir plus

$11.99 CAD

NEW YORK TIMES BESTSELLER • Discover how an ordinary mail carrier’s approach to life can teach you how to boost creativity, strengthen relationships, and make a real difference every day—now in an updated twentieth-anniversary edition.“[The Fred Factor] delivers a potent motivational message that will super-charge your attitude toward work and life. . . . You will never view yourself, your value
... En savoir plus
The Effortless Experience

Conquering the New Battleground for Customer Loyalty

par Matthew Dixon, Nick Toman, Rick DeLisi ...

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?In their acclaimed bestseller 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—with ... En savoir plus

$11.99 CAD

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?In their acclaimed bestseller 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—with
... En savoir plus
The Power of Nice

How to Conquer the Business World With Kindness

par Linda Kaplan Thaler, Robin Koval ...

Linda Kaplan Thaler and Robin Koval have moved to the top of the advertising industry by following a simple but powerful philosophy: it pays to be nice. Where so many companies encourage a dog eat dog mentality, the Kaplan Thaler Group has succeeded through chocolate and flowers. In THE POWER OF NICE, through their own experiences and the stories of other people and businesses, they demonstrate ... En savoir plus

$8.99 CAD

Linda Kaplan Thaler and Robin Koval have moved to the top of the advertising industry by following a simple but powerful philosophy: it pays to be nice. Where so many companies encourage a dog eat dog mentality, the Kaplan Thaler Group has succeeded through chocolate and flowers. In THE POWER OF NICE, through their own experiences and the stories of other people and businesses, they demonstrate
... En savoir plus
Go-Givers Sell More

par Bob Burg, John David Mann ...

With their national bestseller The Go-Giver, Bob Burg and John David Mann took the business world by storm, showing that giving is the most fulfilling and effective path to success. That simple, profound story has inspired hundreds of thousands of readers around the world-but some have wondered how its lessons stand up to the tough challenges of everyday real-world business.Now Burg and Mann ... En savoir plus

$12.99 CAD

With their national bestseller The Go-Giver, Bob Burg and John David Mann took the business world by storm, showing that giving is the most fulfilling and effective path to success. That simple, profound story has inspired hundreds of thousands of readers around the world-but some have wondered how its lessons stand up to the tough challenges of everyday real-world business.Now Burg and Mann
... En savoir plus
The Customer Rules

The 39 Essential Rules for Delivering Sensational Service

par Lee Cockerell ...

The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality ... En savoir plus

$16.99 CAD

The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality
... En savoir plus
Just Listen

Discover the Secret to Getting Through to Absolutely Anyone

par Mark Goulston ...

Getting through to someone is a critical, fine art. Whether you are dealing with a harried colleague, a stressed-out client, or an insecure spouse, things will go from bad to worse if you can't break through emotional barricades and get your message thoroughly communicated and registered.Drawing on his experience as a psychiatrist, business consultant, and coach, author Mark Goulston combines his ... En savoir plus

$8.99 CAD

Getting through to someone is a critical, fine art. Whether you are dealing with a harried colleague, a stressed-out client, or an insecure spouse, things will go from bad to worse if you can't break through emotional barricades and get your message thoroughly communicated and registered.Drawing on his experience as a psychiatrist, business consultant, and coach, author Mark Goulston combines his
... En savoir plus
The Challenger Customer

Selling to the Hidden Influencer Who Can Multiply Your Results

par Matthew Dixon, Brent Adamson, Pat Spenner, Nick Toman ...

Four years ago, the bestselling authors of The Challenger Sale overturned decades of conventional wisdom with a bold new approach to sales. Now their latest research reveals something even more surprising: Being a Challenger seller isn’t enough. Your success or failure also depends on who you challenge.Picture your ideal customer: friendly, eager to meet, ready to coach you through the sale and ... En savoir plus

Prix courant $16.99 CAD Maintenant $14.99 CAD

Four years ago, the bestselling authors of The Challenger Sale overturned decades of conventional wisdom with a bold new approach to sales. Now their latest research reveals something even more surprising: Being a Challenger seller isn’t enough. Your success or failure also depends on who you challenge.Picture your ideal customer: friendly, eager to meet, ready to coach you through the sale and
... En savoir plus
Customers for Life

How to Turn That One-Time Buyer Into a Lifetime Customer

par Carl Sewell, Paul B. Brown ...

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 ... En savoir plus

$14.99 CAD

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
... En savoir plus
Winning With People

Discover the People Principles that Work for You Every Time

par John C. Maxwell ...

Ask the successful CEOs of major corporations, entrepreneurs, top salespeople, and pastors what characteristic is most needed for success in leadership positions, and they'll tell you-it's the ability to work with people.Some people are born with great relationship skills, but those who are not can learn to improve them. In Winning with People Maxwell has translated decades of experience into 25 ... En savoir plus

$8.99 CAD

Ask the successful CEOs of major corporations, entrepreneurs, top salespeople, and pastors what characteristic is most needed for success in leadership positions, and they'll tell you-it's the ability to work with people.Some people are born with great relationship skills, but those who are not can learn to improve them. In Winning with People Maxwell has translated decades of experience into 25
... En savoir plus

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