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Which Features Increase Customer Retention?
Author Chekitan S. Dev , Roland T. Rust , Rebecca W Hamilton
Companies must make important decisions about which features to include in the goods and services they offer to customers. Understanding the return on investment for a feature is essential to increasing profitability. Although tadding features increases costs, it m....
Release Date 2016/01 -
The Most Underrated Skill in Management
Author Barbara H. Wixom , Nelson Repenning , Don Kieffer , Michael Morales , Todd Astor
According to the authors, there are few questions in business more powerful than “What problem are you trying to solve?” The authors argue that leaders who can formulate clear problem statements get more done with less effort and move more rapidly than ....
Release Date 2017/04 -
Twitter Is Not the Echo Chamber We Think It Is
Author Chrysanthos Dellarocas , Jiye Baek , Jesse Shore
The popular perception of Twitter as a social media "echo chamber," where people only receive and retweet opinions that match their own, does not reflect the data about users' actual engagement. The average Twitter user propagates more mainstream content and follo....
Release Date 2018/11 -
Bill It, Kill It, or Keep It Free?
Author Sundar Bharadwaj , Kent Monroe , Rebecca W Hamilton , Irene C.L. Ng , James C. Ander
Many B2B companies seek to grow beyond traditional product lines by venturing into new services. Yet they often overlook the opportunity to capture sales from free services they provide. This article outlines the free-to-fee, or F2F, service transition. It shows ho....
Release Date 2018/11 -
How Should Companies Talk to Customers Online?
Author Grant Packard , Sarah G. Moore , Brent McFerran
Digital customer service is becoming more widely adopted, but one place it falls short is in the language and phrases it uses. Many digital service platforms use words that alienate customers rather than engage them; selecting customer-centric language for chatbots....
Release Date 2018/11 -
The Public Sector Can Teach Us A Lot About Digitizing Customer Service
Author Mary Tate , Alistair Barros , Nili Alireza
Digital customer service agents (known as virtual assistants, chatbots, or softbots) are typically used to sift through and process only the most straightforward customer inquiries, such as requests for basic information. At most companies, complex issues get passe....
Release Date 2019/01 -
10 Principles of Modern Marketing
Author Kevin Lane Keller , Ann Lewnes
Mastering technology is not the only criteria for success in the modern marketing era — the right people and processes must also be put in place to properly develop, manage and nurture the benefits of emerging tools. To be successful in the digital era, marketers s....
Release Date 2019/04 -
Best Practices: Motivating Employees
Author Barry Silverstein
In today's high-pressure workplace, motivating all employees to consistently contribute their best can mean the difference between success and failure. Motivating Employees, a comprehensive and essential resource for any manager on the run, shows you how.Learn to:....
Release Date 2009/10 -
You Can't Win a Fight with Your Client
Author Tom Markert
"In this follow-up to You Can't Win a Fight with Your Boss, Tom Markert returns to provide clever, timeless advice on how to offer exceptional service. The most important rule? You can't win a fight with your client!"As American companies large and small have shif....
Release Date 2009/10 -
Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations
Author Kent D. Seltman , Leonard L. Berry
Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Cli....
Release Date 2008/05 -
Reshaping Your Business with Web 2.0: Using New Social Technologies to Lead Business Transformation
Author Philipp Weckerle , Jean Sini , Billy Cripe , Vince Casarez
Integrate Web 2.0 trends and technologies into the enterprise Written by a team of experts from the Web 2.0 community and Oracle Corporation, this innovative guide provides a blueprint for leveraging the new culture of participation in an enterprise environment.Resh....
Release Date 2008/09 -
REPOSITIONING: Marketing in an Era of Competition, Change and Crisis
Author Steve Rivkin , Jack Trout
The book that completes Positioning . . .Thirty years ago, Jack Trout and Al Ries published their classic bestseller, Positioning: The Battle for Your Mind—a book that revolutionized the world of marketing. But times have changed. Competition is fiercer. Consumers ....
Release Date 2009/10 -
Manager’s Guide to Social Media
Author Scott Klososky
JUMP START PRODUCTIVITY, PROFITABLILITY, AND BUSINESS GROWTH WITH SOCIAL MEDIA!Facebook, Twitter, and YouTube have changed everything. Some managers fear their employees will waste entire days using online social media. Smart managers, though, understand that social....
Release Date 2010/12 -
Pitch Anything: An Innovative Method for Presenting, Persuading, and Winning the Deal
Author Oren Klaff
Gold Medal Winner--Tops Sales World's Best Sales and Marketing Book“Fast, fun and immensely practical.” —JOE SULLIVAN, Founder, Flextronics“Move over Neil Strauss and game theory. Pitch Anything reveals the next big thing in social dynamics: game for business.” —....
Release Date 2011/02 -
Author Christopher Barger
Build a powerful social media strategy to increase buzz—and the bottom line“Whether you’re Fortune 500 or a small business owner, if you’re looking for success in this field, you owe it to yourself to read this book.”—George G. Smith Jr., Social Strategist, PepsiCo“....
Release Date 2011/12 -
Securing the Clicks: Network Security in the Age of Social Media
Author Alex de Carvalho , Jason Inasi , Gary Bahadur
Defend against corporate espionage launched from social networksProtect your organization from devastating social media attacks with instruction from a team of information security experts. Securing the Clicks: Network Security in the Age of Social Media explains th....
Release Date 2011/10 -
Clients, Clients, and More Clients
Author Larina Kase
TURN EVERY BUSINESS CONNECTION INTO A PAYING CLIENTWith a Foreword by Michael Port, bestselling author of Book Yourself SolidClients, Clients, and More Clients arms you with powerful tools from the field of psychology for building every business connection into the ....
Release Date 2011/09 -
Author Brandy Mychals
Predict if Your Clients Will Say YES in Just 7 Seconds How to Read a Client from Across the Room gives you the clues and tools to get someone to say “yes” to you in an instant by tailoring your communication methods on the fly to suit that person’s character type. “....
Release Date 2012/11 -
The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business
Author Richard Chase , Sriram Dasu
Understand Consumer Psychology to Drive Profits and GrowthWant to know exactly what’s driving your customer’s behavior?NOW YOU CAN!The Customer Service Solution explains how consumers perceive services and shows you how toenhance the customer experience every time. ....
Release Date 2013/06 -
Author Paul M. Rand
WHAT DO YOU TRUST MORE AN ADVERTISEMENT OR A FRIEND?Seize the power of today’s most powerful marketing tool WORD OF MOUTHAccording to Nielsen, 92 percent of consumers report that a word of mouth (WOM) recommendation is the top reason they buy a product or service. ....
Release Date 2013/08 -
The Social Employee: How Great Companies Make Social Media Work
Author Mark Burgess , Cheryl Burgess
Build a successful SOCIAL BUSINESS by empowering the SOCIAL EMPLOYEEIncludes success stories from IBM, AT&T, Dell, Cisco, Southwest Airlines, Adobe, Domo, and Acxiom Great brands have always started on the inside, but why are companies taking so long to leverage....
Release Date 2013/07 -
Tiger Woman on Wall Street: Winning Business Strategies from Shanghai to New York and Back
Author Junheng Li
"For investors who are feeling tipsy at 'The Red Party,' Tiger Woman on Wall Street is a much-needed sobering up."--Forbes.comJunheng Li was the perfect Chinese tiger daughter, but from childhood on, she dreamed about America and working on Wall Street. Born in Sh....
Release Date 2013/10 -
Legendary Service: The Key is to Care
Author Kathy Cuff , Victoria Halsey , Ken Blanchard
Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between ....
Release Date 2014/03 -
The Power of Visual Storytelling: How to Use Visuals, Videos, and Social Media to Market Your Brand
Author Jessica Gioglio , Ekaterina Walter
Attention is the new commodity. Visual Storytelling is the new currency.Human brain processes visuals 60,000x faster than text. Web posts with visuals drive up to 180% more engagement than those without. Viewers spend 100% more time on web pages with videos.Filled....
Release Date 2014/02 -
The Opening Playbook: A Professional’s Guide to Building Relationships that Grow Revenue
Author Andrew Dietz
YOUR GAME PLAN FOR WINNING BUSINESS RELATIONSHIPSJust like a football game, client building requires a solid strategy executed by a series of well-designed plays. While the ultimate objective of a sports team is to put points on the board, the plays are designed to ....
Release Date 2014/05 -
Author Meg Riedinger , Mallorie Rosenbluth , Carrie Kerpen , Dave Kerpen
The NEW YORK TIMES and USA TODAY bestseller—updated with today’s hottest sites! A friend’s recommendation is more powerful than any advertisement. In the world of Facebook, Twitter, Vine, Instagram, and beyond, that recommendation can travel ....
Release Date 2015/03 -
One Perfect Pitch: How to Sell Your Idea, Your Product, Your Business--or Yourself
Author Marie Perruchet
What’s YOUR story?In the hypercompetitive world of Silicon Valley, this question has replaced “What’s your pitch?” It’s another way of asking, “Who are you?”The art of the pitch is nothing short of a survival skill. If an entrepreneur can’t convince an investor in ....
Release Date 2016/03 -
The Hybrid Sales Channel: How to Ignite Growth by Bridging the Gap Between Direct and Indirect Sales
Author Rich Blakeman
Customers are changing the way they buy. Why aren’t you changing the way you sell?Today’s customers have more buying options than ever before. They don’t care if it’s direct or indirect. They don’t mind if it’s not your preferred sales model. And they don’t like it....
Release Date 2015/11 -
Author Doug Devitre
Screen to Screen Selling is one of the most powerful tools you will ever use.It’s on your desktop, your laptop, your tablet, and your smartphone. It puts face-to-face accessibility at your fingertips, delivers high impact at a low cost, and opens up a whole new wor....
Release Date 2015/10