Customer Service & Experience

Successfully grow your business and improve customer and employee happiness with this New York Times bestseller, written by the CEO of Zappos. Delivering Happiness by Tony Hsieh explores a visionary approach to achieving both personal and professional fulfilment. Beginning with his early entrepreneurial ventures, Hsieh draws on his experiences, starting from a humble worm farm business during his childhood to...

Learn the surprising power of delivering beyond your customers' expectations. The New York Times Bestseller As seen on the hit TV show The Bear Essential lessons in hospitality for every business, from the former co-owner of the legendary restaurant Eleven Madison Park. Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling New York City...

Sales leadership essentials for an era of rapidly advancing digital technology. Effective sales management and running an effective sales organisation is the key to revenue generation, customer satisfaction, and business results. Whether you are a sales manager or a sales executive, your role is complex, and it is increasingly challenging to balance today's demands with leading the digital sales transformation...

Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients. If you’re searching for ways to ensure your customers walk away from your company with a smile on their face and a plan to return, you found it. Any business...

The companion workbook for the million-copy international bestseller. From the New York Times bestselling author, former co-owner of the #1 restaurant in the world, and co-producer of the Emmy Award-winning series The Bear comes the much-awaited interactive guide, with full colour illustrations, to putting the principles of Unreasonable Hospitality into action in your organisation. A beautiful companion journal that elevates...

Raving Fans! by Kenneth Blanchard and Sheldon Bowles is an engaging and insightful guide that highlights the essential principles of superior customer service. Written in a compelling parable style, the book narrates the journey of a freshly appointed Area Manager who is eager to transform his customer service approach on his very first day. Through a series of enlightening and...

All businesses have customers, but how many of them deliver unforgettably good customer service? Customer experience expert and author John R. DiJulius reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organisations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee...

A five-step strategy for turning a commodity into a necessity. When products and services become interchangeable, price becomes the ultimate determinant for consumers. Indispensable shows businesses how to break out of that cycle by using The Five Drivers—a strategy that takes companies to the next level of performance. Renowned business consultant Joe Calloway looks at how real companies have made...

What if selling wasn’t about pressure — but persuasion? In this unapologetically direct and high-energy guide, real estate mogul Zed Nasheet reveals the mindset, strategies, and real-world tactics behind closing deals, mastering negotiation, and building a powerful personal brand in today’s competitive market. From reading the room and influencing decisions to leveraging social media and creating unstoppable momentum, The Art...

A SHORT COURSE IN CUSTOMER CARE BASICS. 7 Lessons in Customer Care is a quick course in looking after people, giving you everything you need to know in just seven short chapters. From interacting with customers to communication excellence, you'll discover how closely allied customer care is to marketing and how to manage the messages your organisation is sending out...

The must-read, bestselling book on service and leadership from the former co-owner of legendary restaurant Eleven Madison Park. The New York Times Bestseller As seen on the hit TV show The Bear The must-read, bestselling book on service and leadership from the former co-owner of legendary restaurant Eleven Madison Park. Any organization would benefit from his thinking – Simon Sinek,...

Build a customer culture that drives consistent, human-centred business results. Customer Passion by Steven Van Belleghem is a practical, evidence-based guide for managers, team leads and business strategists who want to translate customer-centric principles into measurable performance. Moving beyond theory, it offers a framework for embedding customer-first behaviour into everyday operations through 101 actionable steps, proven strategies and real-world case...

From the author who defined the Experience Economy comes the next big shift: the Transformation Economy. A fundamental economic shift is emerging. Goods, services, even memorable experiences, are no longer enough to attract and keep your customers. Customers are clamouring to change, eager to reach their aspirations and to become better versions of themselves. Welcome to the Transformation Economy. To...

This book balances the behavioural and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organisation in a highly competitive marketplace. This edition has several new features: Updates...

This book balances the behavioural and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organisation in a highly competitive marketplace. This edition has several new features: Updates...

Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them? Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints...

The foremost authority on innovation and growth presents a path-breaking book every company needs to transform innovation from a game of chance to one in which they develop products and services customers not only want to buy, but are willing to pay premium prices for. How do companies know how to grow? How can they create products that they are...

If keeping up with the ever-changing marketing world feels too much, this practical guide to creating effective marketing plans that focus on building genuine connections with your customers is the perfect guide for you. The Customer-Driven Marketing Handbook is designed to help early to mid-career marketing professionals develop successful marketing plans that put their customers at the forefront. By providing...

A powerful and original new take on business strategy—with the customer at the centre of it—designed to generate enduring competitive advantage When setting strategy, organisations typically spend too much time thinking about the competition and resources within the firm and not enough time on the customer—the soul of any organisation. Such an approach is reflected in the fact that most...

SugarCRM is an innovative customer relationship management software solution that enhances your company’s marketing effectiveness, drives sales performance, improves customer satisfaction, and provides executive insight into business performance. SugarCRM For Dummies will show you how to take advantage of this free, open-source CRM application to boost your sales and please your customers. This guide helps you choose the flavour of...

Customer relationship management, or CRM, is certainly a hot topic in business today. If you have a small or medium-sized business, chances are you’re already aware of all it can do for you. But with so many options and so much to think about, how do you get a CRM system in place with a minimum of hassle? Well, Microsoft...

Tailor Microsoft CRM For Dummies to manage records and workflow for your business. Find out how to target your sales efforts and become a customer service leader. A happy customer is a repeat customer, so how do you make them happy? You can manage, with Microsoft CRM, and this friendly guide by your side! Discover how easily you can provide...

Build strong connections to accelerate sales results In The Power of Value Selling: The Gold Standard to Drive Revenue and Create Customers for Life, sought-after trainer and sales leader Julie Thomas delivers an exciting new take on buyer-centric selling to modern buyers. In the book, you’ll learn value-based selling techniques to become a trusted business advisor who instills confidence in...

Bring Disney-level customer experience to your organisation with insider guidance. The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience — the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian...

Make customer-centricity tangible, sustainable, and real by implementing structural and systemic changes to the DNA of your company. Businesses need to do more than sell to customers—they need to help them live their best lives. This superior experience is what customers expect and deserve from companies, and it’s possible to deliver just that with the framework provided in The Customer...

A practical guide for providing exceptional client service Most advertising and marketing people would claim great client service is an elusive, ephemeral pursuit, not easily characterised by a precise skill set or inventory of responsibilities. The Art of Client Service and its author argue otherwise, claiming there are definable, actionable methods to the role, and provide guidance designed to achieve...

Understand what it takes to develop successful public relations campaigns Effective public relations (PR) can help level the playing field between you and your competitors. You don't necessarily need a big budget to establish brand awareness and a positive reputation. With enough practice, anyone can learn to think like a PR specialist. Public Relations For Dummies helps you understand the...

Confidently shepherd your organisation’s implementation of Microsoft Dynamics 365 to a successful conclusion In Mastering Microsoft Dynamics 365 Implementations, accomplished executive, project manager, and author Eric Newell delivers a holistic, step-by-step reference to implementing Microsoft’s cloud-based ERP and CRM business applications. You’ll find the detailed and concrete instructions you need to take your implementation project all the way to the...

Every business on the planet is trying to maximise the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognised for decades as two of the world's leading experts on customer experience issues,...

Ruthlessly focus on what's convenient for customers, not what's convenient for you. Ninety percent of dissatisfied clients will take their business elsewhere and never tell you why. However, ninety-five percent will become loyal customers again if their needs and problems are addressed and remedied. Speaker and salesperson Michael Aun shares these secrets and many more in It's the Customer, Stupid!,...

Automate your Customer Success efforts to reduce churn and increase profits In Digital Customer Success: The Next Frontier, a team of trailblazing Customer Success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in Customer Success management. In the book, you'll discover how to design and deploy touchless and automated digital interventions that help your software users...

Gain, engage, and retain customers with positive experiences. A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience For Dummies helps you listen to your customers and offers friendly,...

Make community building your ultimate business growth strategy In Customer Communities: Engage and Retain Customers to Build the Future of Your Business, Nick Mehta and Robin Van Lieshout deliver an actionable playbook on how to cultivate meaningful communities that fuel quantifiable business growth. In the book, you’ll learn how to capitalise on this new growth strategy to scale your company...

Become more competitive by developing a superior customer experience through data, AI, and trust—and get your organisation ready for AI agents like Agentforce. Customer 360: How Data, AI, and Trust Changes Everything delivers key insight and vision on using emerging technologies to delight customers and become more competitive by providing a superior customer experience. Find out why AI agents like...

Save time, save money, and grow your business with more effective CRM CRM For Dummies is the small business leader's guide to managing customer interactions. Customer relationship management is a critical part of any business, and it encompasses everything from business strategy and HR to sales, marketing, events, and more. Solutions exist for businesses of any size, but how do...

Practical, real-world sales advice you can apply immediately to improve your numbers. In Coffee's For Closers: The Best Real Life Sales Book You’ll Ever Read, veteran sales leader and coach Tony Morris delivers a can’t-miss, hands-on guide to becoming the best salesperson you can be. This is not a book filled with high-level theories – rather it is a book...

A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, a worldwide authority on customer experience and a preeminent thought...

A fresh look into understanding your prospective customer's buying decisions to influence them and win more business Building on the groundbreaking success of the first edition, this newly revised and updated version of Buyer Personas enables marketers to stop wasting time and resources on their best guesses and start drilling down to understand what buyers truly care about—then harness this...

How did salesforce.com grow from a start-up in a rented apartment into the world's fastest growing software company in less than a decade? For the first time, Marc Benioff, the visionary founder, chairman, and CEO of salesforce.com, tells how he and his team created and used new business, technology, and philanthropic models tailored to this time of extraordinary change. Showing...

Use this bestselling and practical guide to steer you through how to create exceptional customer experience for the modern B2B consumer. This new edition explores key topics such as AI, the role of IT in customer experience, and customer relationship management. B2B Customer Experience shows readers how to deliver the very best customer experience within the business-to-business industry. Intensely practical...

Unlock the power of generative AI to transform your enterprise B2B sales and marketing strategies In AI-Driven Value Management: How AI Can Help Bridge the Gap Across the Enterprise to Achieve Customer Success, authors Craig LeGrande and Venky Lakshminarayanan reveal how artificial intelligence can revolutionise B2B value management. This book lays out a first-ever strategic blueprint for cost-effectively scaling value...

Porsches for soccer mums? Finance bros in Patagonia? Drive-through Starbucks? What happens when your growth strategy creates conflict between customers? You always want to grow your brand, but there's a dilemma: the more customer segments you target, the harder it becomes to avoid conflict between them. Sometimes attempts to court new customers can feel like a betrayal to your loyal...

AI is going to change brand strategy and marketing forever. Are you ready? What does the rapid rise and astonishing rate of improvement of AI mean for brands in the next five years? Listen to what OpenAI CEO Sam Altman told authors Adam Brotman and Andy Sack when he met them: 'It will mean that 95 percent of what marketers...

Emotional connection and affinity are the key to turning customers into brand advocates, but with consumers constantly bombarded with information, creating that genuine, emotional connection with consumers has become increasingly difficult. This book provides mid-career marketers with practical strategies that transcend traditional transactional interactions and instead cultivate memorable experiences that resonate on a personal level with their customers. The book...

Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and...

The essential guide to creating a successful organisation by making things easier, better, and more straightforward for your customers. Leadership Book of the Year 2023, as awarded by the Institute of Leadership Across all sectors, organisations’ fixation with functionality has meant that the 'human' elements of the customer’s experience have become neglected. Strict processes and automated procedures have created organisations...

Twenty years ago, this seminal book on experience innovation by Joseph Pine and James Gilmore explored how savvy companies excel by offering compelling experiences for customers—resulting not only in customer allegiance but also in a more profitable bottom line. Translated into more than fifteen languages, The Experience Economy has become a must-read for leaders of enterprises large and small, for-profit...

Any organisation can win more customers and increase sales if they learn to be more strategic with their customer service. When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn to actively reach out, prevent problems, and resolve issues in ways that boost...

In a world where consumers expect more instantly and seamlessly, personalisation is a strategic imperative. Consumers want personalised experiences, but few companies are rising to the challenge. Those that succeed in personalisation build trusted relationships with millions of customers and engage with them at every step throughout their journey. Through the power of AI, they rethink their operations and unleash...

A thorough, quick-reading guide that shows anyone who uses the phone how to treat it as a service tool that directly impacts on company profits. First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. In this book, you will be able to double...

Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of Customer Service Training 101 presents proven techniques for creating unforgettable...

The Internet of Things, robo investment advisers, wearable fitness devices, remote healthcare operations... business executives in many industries are currently being inundated with a confusingly and exhaustingly broad range of technological developments that enable new business models. There is, however, a common thread among all of these developments: firms are fundamentally changing how they connect with their customers. Rather than...

This book will teach you how to eliminate what customers hate and lead your market and customer satisfaction. Whether you’re selling to consumers or business-to-business (B2B), perfection in the marketplace does not exist. When making buying decisions, customers are faced with an array of imperfect choices. The best organisations in the world are not only delivering great customer experience, but...

In Uncopyable YOU, authors Steve and Kay Miller bring to life the art and science of personal branding in a way that's never been done before. This transformative book is more than just a guide; it's a blueprint for creating a personal brand that is not only successful but also truly unforgettable. Inspired by iconic personal brands like Steve Jobs,...

Make more sales, grow your network, and become a top earner! Uncopyable Sales Secrets teaches a foolproof system for creating an Uncopyable Attachment with your prospects and clients so that you can fill your sales pipeline, close more deals, and build a loyal customer base. Sales success isn’t the result of being good at selling a product or service… it...

What separates average businesses from extraordinarily successful ones? Better product? Nope. Your competitor will rapidly reverse-engineer your "secret sauce" and get their "better-than-you" version on the market faster than you can say "Usain Bolt." Better customer service? Guess what? All of your competitors say they provide the best customer service. It's a wishy-washy phrase, a vague generality with no meaningful...

If doing business with you isn’t ridiculously easy, your customers will find someone who is! David Avrin is one of the most in-demand international keynote speakers and customer experience consultants working today. He helps organisations understand and connect with their evolving customers to future-proof their business. In his seventh book, Ridiculously Easy to Do Business With, Avrin highlights that offering...

Cancelled flights, damaged goods, botched bills, locked-up software—these are the service screw-ups that leave customers angry, disgusted, and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned service recovery. Surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers and are a source of continuing...

Will your business relationships suffer or be saved by your ability to communicate? Like it or not, professional relationships are impacted—positively or negatively—by the ability to communicate. Customers are won or lost, employees are encouraged or de-motivated, and professional networks are expanded or extinguished—all by how well we communicate. We Need to Talk reveals key strategies to help you build...

Most companies often regard service as a low-priority business operation, only bringing it to the forefront when faced with customer complaints. Service becomes a fire-fighting tool to temporarily resolve issues and pacify customers. Uncommon Service by Frances Frei and Anne Morriss challenges this perception and proposes a radical rethinking of service as a potent competitive weapon in an unpredictable economy,...

The definitive “Customer Success Manager How-To-Guide” for the CSM profession from Gainsight, who brought you the market-leading Customer Success The Customer Success Manager has become a critical asset to organisations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That’s...

Praise for Managing the New Customer Relationship “Gordon delivers an impressive synthesis of the newest methods for engaging customers in relationships that last. No organisation today can succeed without the mastery of customer relationship management strategy fundamentals. But to win in the decades ahead, you must also understand and capitalise on the rapidly evolving social computing, mobility and customer analytics...

Use inbound principles to build and strengthen your company’s future We’re in a major shift in a fundamental aspect of how businesses grow, how buyers purchase, and how businesses build meaningful conversations and customer relationships. Companies that align their mission, strategies, action plans, and tools with the way buyers think, learn, discover, and purchase will have a huge competitive advantage....

FROM #1 NEW YORK TIMES BESTSELLING AUTHOR, JOSEPH A. MICHELLI Lessons on leveraging world-class customer experience and innovation to grow your business. It takes a special kind of magic for a challenger brand to achieve seemingly impossible customer-centric results. It's that magic that makes Australian telecommunications company Macquarie Technology world leaders in award-winning customer experience. Joseph A. Michelli, the bestselling...

Not every client is a good client! Learn how to avoid problem clients that are more trouble than they're worth. To succeed in business, you must learn how to recognise and avoid the Toxic Client. With useful stories everyone can relate to, Toxic Client will show you how to handle the problem customers. In that first flush of life as...

Creating a unique value for your customers is crucial if you want to differentiate in an overcrowded market. To do so, you need to define a powerful strategy that determines consistent action across your organisation to deliver your unique flavour. Szóstek describes this strategy as umami, which is the fifth category of taste (besides sweet, sour, salt, and bitter), and...

Knowing your users stimulates your imagination and helps you create more exciting and effective design solutions. But there is a problem: the normal conception of 'the user' is incomplete and based on outdated notions. These notions of simple, direct relationships between people and products are no longer valid in today's complex, technologically interconnected world. This fun and practical book with...

The groundbreaking methodology Six Sigma changed the face of manufacturing quality. Now, Human Sigma is poised to do the same for sales and service. In the face of widespread perceptions of abysmal customer service and disengaged employees—and all-too-real declining profit margins—the need for change is obvious. Human Sigma addresses this need with an exciting new method for managing customer-employee relations...

Customer Experience (CEX) is hot! Nowadays, it gets harder and harder for companies to be distinctive by the products they offer. So, it is key to stand out in the services offered in addition to these products. A focus on the customer experience is needed. A lot of companies realise this, but only a few manage to be successful. They...

How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers. Renowned customer service and experience expert Shep Hyken maintains that delivering...

Lead Right for Your Company’s Type will help you find the best strategies for success for your unique business. Every year, businesses needlessly fail because they adapt the wrong strategies suited for their organisation’s strengths. A mid-tier retail chain is derailed by leadership demands for superior products instead of reliably low prices. A software giant is brought to its knees...