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Customer Relations

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  1. 5.3 hrs • 7/26/2016 • Unabridged

    Not every client is a good client!In that first flush of life as business owners, we often say "yes" to anyone who wants to hire us. We think the most important thing is establishing a client base. As long as we're getting hired, that's a good thing, and it's all that matters.But after a while we learn an important truth: Not every client is a good client. In fact, some of them are truly toxic -- they contaminate our business environment and breed negativity about the work, they infect employees by lowering their morale, they exhaust and debilitate our energy reserves, and they drain our coffers.To succeed in business you must learn how to know and avoid the Toxic Client. With useful stories everyone can relate to this audiobook will show you how to handle the problem customers.

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    The Toxic Client

    5.3 hrs • 7/26/16 • Unabridged
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  2. 2.8 hrs • 7/1/2016 • Unabridged

    The customer is the most important part of any business. Let bestselling author and international speaker, Brian Tracy teach you the best way to serve your customer, distribute your product, pump up your profits, turbocharge your business, learn the key result areas of business success, finance your business, and negotiate the best deal.

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    Focus on Your Customer

    2.8 hrs • 7/1/16 • Unabridged
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  3. 8.4 hrs • 6/1/2016 • Unabridged

    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 organization. In Matter, Peter Sheahan and Julie Williamson show you how to identify the place where you can create the most value-your edge of disruption-at the intersection of old and new, where your existing profits, reach, and reputation enable you to create the markets of the future. This is the place where the most important problems are solved and where the fewest people can solve them. Your edge of disruption is where your opportunity to matter is found. Matter uses extensive case studies of real companies that have successfully become the obvious choice in their markets-from high-profile corporations like Adobe and Burberry to lesser-known brands like Littlefield and BlueShore Financial. Their stories define innovative and impactful approaches to business that you can use to influence and partner with the right customers and clients to win in our radically changing world. Through their journeys, you will find the inspiration and courage to lean in to complexity and solve the higher value problems that matter most. Don’t just listen to this book—use it to identify and act on opportunities to create the most value and accelerate your own journey to becoming a person and a company that matters.

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    Matter

    8.4 hrs • 6/1/16 • Unabridged
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  4. 5.6 hrs • 3/1/2016 • Unabridged

    Technology has evaporated the barriers of complaint. With smart phones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal. In fact, there are two vastly different categories of haters: Offstage Haters and Onstage Haters. The book includes The Hatrix, a detailed examination of the differences between these Offstage and Onstage haters. The book reveals: How, where and why people complain (by demographic and by channel) How and when consumers expect a response when they complain The advocacy impact of answering (or ignoring) a customer Differences in complaint type and expectations by industry Supported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives readers a step-by-step process to magnify the impact of happy customer interactions, and to minimize the impact of haters and complainers. Customers expect more from business than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows readers how to embrace complaints and turn bad news into good.

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    Hug Your Haters

    5.6 hrs • 3/1/16 • Unabridged
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  5. 7.5 hrs • 12/6/2015 • Unabridged

    A New York Times bestselling author shares an inside look at how Mercedes-Benz transformed themselves into a best-in-class, customer-obsessed organization. Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team’s ambitious, multipronged strategy to elevate the company’s customer experience to best in class across all brands and industries.The author worked closely with leaders inside the organization to understand the customer experience transformation as a top operational and cultural priority for Mercedes-Benz. This audiobook gives readers an exclusive, all-access look at senior leadership’s vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver the best customer experience.

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    Driven to Delight

    7.5 hrs • 12/6/15 • Unabridged
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  6. 8.7 hrs • 9/8/2015 • Unabridged

    Picture your ideal customer: collegial, eager to meet with you, and ready to champion your products across the organization. It turns out that’s the last person you should be pitching. The need to understand how customers make their decisions, especially when it comes to selling large-scale, business-to-business solutions, drove the author team behind The Challenger Sale to investigate how sales reps won high-quality deals. What that team discovered may turn the common wisdom about customer behavior upside down. Based on an exhaustive study of hundreds of sales reps and thousands of customers across multiple industries, the authors found that every potential customer contact falls into one of seven distinct profiles. While many are worth talking to, the highest performing reps concentrated their time on a specific few. Most sales reps prefer to approach customers who are open and eager to meet with them, people with clearly articulated needs that make them easy to connect to solutions. The authors call these customers Talkers. The high performers spent their time, instead, with customers who were less eager to meet, generally skeptical and difficult to manage, and much more apt to be agnostic about one supplier over another. They call these customers Mobilizers. High performers understand what their average-performing colleagues don’t: In a world in which complex deals require widespread consensus across a diverse—and typically dysfunctional—set of customer stakeholders, only Mobilizers have the skill and the will to fight for large-scale, disruptive change and, ultimately, help win the deal. Challenger sellers, in other words, target Challenger customers.The authors unveil research that identifies Mobilizers and provide a road map for how sales and marketing teams can find them, engage them with disruptive insight, and leverage them to drive consensus across the customer organization.Once you have identified the Mobilizers among your customers, almost any rep, with the right coaching, tools, and marketing support can start a chain reaction that leads to a whole organization getting on board with even the most provocative ideas.

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    The Challenger Customer

    8.7 hrs • 9/8/15 • Unabridged
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  7. 6.6 hrs • 9/1/2015 • Unabridged

    Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can’t be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows readers how to:Align the business around a customer service mission,Make every employee a customer service agent,Create an environment in which exceptional service experiences can happen,Humanize customer service, virtually and in person,Find a way to say “yes” even when the answer is “no,”Ask fewer questions-and provide more answers,Use words that win customers,Empower employees to find innovative solutions,Learn from your critics,Exploit your customer’s pain points, but never the customer,Allow for random acts of wow—they’re often the most memorable,And much more. When it comes to service, satisfaction is a short-sighted goal. Follow the simple rules in this book and transform ordinary customers into lifelong fans.

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    Win the Customer

    6.6 hrs • 9/1/15 • Unabridged
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  8. 5.7 hrs • 8/20/2015 • Unabridged

    Business Week and New York Times bestselling author Harry Beckwith is one of the world’s most innovative and respected marketing strategists. An acclaimed writer and popular speaker, he is the founder and director of a positioning and branding firm whose clients include Microsoft, Hewlett Packard, and State Farm. In this vital guide, Beckwith discusses the four keys necessary for successful marketing in the service industry—what he calls the “invisible touch.” With real-life examples, he explains strategies for setting the correct price, creating a recognized brand, designing appealing packaging, and building lasting relationships with clients. No matter what size your business is or what type of product you offer, The Invisible Touch is a marketing strategy that will help you succeed.

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    The Invisible Touch

    5.7 hrs • 8/20/15 • Unabridged
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  9. 5.7 hrs • 8/1/2015 • Unabridged

    While everyone was bemoaning their alleged laziness and self-absorption, the Millennial generation quietly grew up. Pragmatic, diverse, and digitally native, this massive cohort of eighty million are now entering their prime consumer years, having children of their own, and shifting priorities as they move solidly into adulthood. Millennials with Kids changes how we think about this new generation of parents and uncovers profound insights for marketers and brand strategists seeking to earn their loyalty. Building on the highly acclaimed Marketing to Millennials, this book captures data from a new large-scale generational study and reveals how to:enlist Millennial parents as co-creators of brands and products;promote purpose beyond the bottom line;cultivate share ability;democratize customer experience;integrate technology;develop content-driven campaigns that speak to Millennials; and more. A gold mine of demographic profiles, interviews, and examples of brand successes and failures, this book helps marketers rethink the typical American household-and connect with these critical consumers in the complex participation economy.

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    Millennials with Kids

    5.7 hrs • 8/1/15 • Unabridged
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  10. 3.1 hrs • 8/1/2015

    Selling is both an art and science that can be learned by study and practice. Most salespeople who are not successful have never been properly trained in the underlying motivations that cause people to act and react to commercial messages and sales proposals. The more you know about how and why people do the things they do, the faster and easier it will be for you to turn prospects into customers. Successful salespeople are far better at building and maintaining high-quality relationships with their prospects and customers than average salespeople. People decide emotionally and then justify logically. How the customer feels about you as a person will have more of an influence on what the customer decides than any other factor. It is imperative that you develop and exercise your “personality” muscles so that you become a nicer, more positive, and more likable person in everything you do. Why is it that people buy or refuse to buy? No matter what you are selling, customers will have concerns that you must resolve before you can proceed to a sale. Your ability to handle these questions is a key skill that is essential to your sales success. More than one hundred years of research and countless millions of dollars have been invested in seeking the causes for success and failure in selling. Let Brian Tracy teach you:the key success principle in selling;the Law of Indirect Effort;the most powerful buying influence;the use of authority in selling;the “Feel, Felt, Found” Method of dealing with objections;how to get past the gatekeeper;getting action and closing the sale;the Pareto Principle in modern selling;and the key question for time management in selling.

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    The Mindset of Top Salespeople

    Presented by Brian Tracy
    3.1 hrs • 8/1/15
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  11. 5.4 hrs • 5/5/2015 • Unabridged

    Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations.

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    Be Our Guest

    5.4 hrs • 5/5/15 • Unabridged
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  12. 7.9 hrs • 4/14/2015 • Unabridged

    If you want to put your arms around your business and bottom line, you’ll want all the updated information and practices found in Jack Mitchell’s classic landmark business bestseller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits—new customers, repeat customers—by providing exceptional customer service. It’s that simple says Jack Mitchell. Hug Your Customers shares the hands-on practical philosophy that has allowed Mitchell and his family of stores to thrive and excel in today’s challenging retail marketplace. Filled with accessible advice, personal case studies and tips any businessperson can use for any business, Hug Your Customers is an energizing blueprint for customer and employee retention, increased per capita spending, and groundbreaking success.

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    Hug Your Customers

    7.9 hrs • 4/14/15 • Unabridged
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  13. 4.1 hrs • 3/1/2015 • Unabridged

    New psychological research into NLP (neuro-linguistic programming) has uncovered easy-to-use, customer-focused strategies to help you understand what your prospective customer is thinking. With the help of Trust-Based Selling, you will learnhow to get your prospects to sell themselves;how to discover your prospect’s unique buying strategy;how to push your prospect’s hot buttons with the “as if” technique; andhow to determine your prospect’s dominant decision mode, so you can present information exactly the way he or she wants to buy it.

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  14. 6.5 hrs • 1/27/2015 • Unabridged

    Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls “Zombie Loyalists,” fervent fans that help companies massively increase their customer base, brand awareness, and, most importantly, revenue. After all, why should you have to tell the world how amazing you are if you can have your existing customers do it for you? Imagine an army of customers who will do your public relations, marketing, and advertising, without being asked, each and every time they give you their money. These are Zombie Loyalists. They are ready to buy what you sell, respond to your email offers, and demand that their friends to do the same. So how do you get this rabid following? There’s been a lot of lip service given to customer loyalty over the past few years, but most companies still don’t realize that a points program or a slew of untargeted emails simply won’t do it. With so many products and platforms to choose from, amazing customer service is the only differentiator that will truly put you ahead of your competition. Looking at exceptional companies like the Ritz Carlton, Commerce Bank, and Starwood Hotels, as well as smaller businesses to turn their customers into Zombie Loyalists, Shankman shows how you can create your own customer army.

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    Zombie Loyalists

    6.5 hrs • 1/27/15 • Unabridged
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  15. 8.2 hrs • 1/6/2015 • Unabridged

    When it comes to refined service and exquisite hospitality, one name stands high above the rest: the Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company’s extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of the Ritz-Carlton Hotel Company. Granted unprecedented access to the company’s executives, staff, and award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as:understanding the ever-evolving needs of customers;empowering employees by treating them with the utmost respect;anticipating customers’ unexpressed needs and concerns;developing and conducting an unsurpassed training regimen. Sharing engaging stories from the company’s employees—from the corporate office and hotels around the globe—Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

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  16. 0 reviews 0 5 5 5 out of 5 stars 5/5
    2.4 hrs • 12/22/2014 • Unabridged

    Customer Loyalty is a collection of all the top real-world tools, strategies, and principles used by today’s top brands to increase their customer loyalty and the overall lifetime value of their customers. Do you like Coca Cola or Pepsi? Hershey or Mars chocolate? For whatever reason, you likely have a preference, and that preference has everything to do with their customer loyalty and retention strategy. Find out how to give your business the cutting edge and leave your customers selecting you as their preference among all your competition.

    Available Formats: Download, CD, MP3 CD, Digital Rental
    Customer Loyalty by Justin Sachs

    Customer Loyalty

    2.4 hrs • 12/22/14 • Unabridged
    0 reviews 0 5 5 5 out of 5 stars 5/5
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    Also: CD, MP3 CD, Digital Rental
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