Customer Service: Books

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Here are some books about customer service:

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The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World
By John R. Dijulius III

Greenleaf Book Group Press
Hardcover (200 pages)

The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World
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In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer--which ultimately permeates into people's personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that!

Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert's Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce (Agency/Distributed)
By Micah Solomon

AMACOM
Hardcover (208 pages)

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce (Agency/Distributed)
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STEVE WOZNIAK, Apple co-founder: "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology."
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SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book."
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"Clearly the best book on customer service management written in the last decade." Professor Frank Allen Philpot, George Mason University School of Management
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HONORS RECEIVED:
-SETH GODIN's "Must-Read Reading List,"Late Spring 2012 
-CIO Magazine: "Must-read, Summer 2012"
-Readitfor.me:"The 8 new business books you need to read NOW"
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Description: In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws your business a lifeline. Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don't.

Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover:

* Six major customer trends and what they mean for your business
* Eight unbreakable rules for social media customer service
* How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content
* The rising power of self-service--and how to design it properly
* How to build a company culture that breeds stellar customer service 


High-Tech, High-Touch Customer Service
reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide--online and off. 


About the Author

"A new guru of customer service excellence is Micah Solomon."-- The Financial Post

MICAH SOLOMON, a successful entrepreneur and business leader, is a top keynote speaker and consultant on customer service, sales, and marketing issues, the customer experience, and company culture for our digitally connected times. He co-authored the bestselling Exceptional Service, Exceptional Profit and his expertise has been featured in Fast Company, Bloomberg BusinessWeek, Inc. Magazine, Forbes.com, NBC and ABC television programming, and elsewhere.
The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business
By David Meerman Scott

John Wiley Sons Inc
Paperback (304 pages)

The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business
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  • John Wiley Sons Inc
Product Description:
The essential roadmap for the new realities of selling when buyers are in charge

Sales and service are being radically redefined by the biggest communications revolution in human history. Today buyers are in charge! There is no more 'selling'—there is only buying. When potential customers have near perfect information on the web, it means salespeople must transform from authority to consultant, product narratives must tell a story, and businesses must be agile enough to respond before opportunity is lost.

The New Rules of Sales and Service demystifies the new digital commercial landscape and shows you how to stay ahead of the pack. Companies large and small are revolutionizing the way business gets done, and this book takes you inside the new methods and strategies that are critical to success in the modern market. Real-world examples illustrate the new marketplace in action, and demonstrate the brilliant utility of taking a new look at your customer and your business. This new edition has been updated to reflect the current reality of this rapidly-evolving sphere, with fresh strategies, new tools, and new stories. Whether you're an independent contractor, a multi-national corporation, a start-up, or a nonprofit, this book is your essential guide to navigating the new digital marketplace.

 David Meerman Scott provides up-to-the-minute analysis of the current state of the digital commercial landscape, plus expert guidance toward the concepts, strategies, and tools that every business needs now.

Among the topics covered in detail:

  • Why the old rules of sales and service no longer work in an always-on world
  • The new sales cycle and how informative Web content drives the buying process
  • Providing agile, real-time sales and service 24/7 without letting it rule your life
  • The importance of defining and understanding the buyer personas
  • How agile customer service retains existing clients and expands new business
  • Why content-rich websites motivate interest, establish authority, and drive sales
  • How social media is transforming the role of salesperson into valued consultant

Because buyers are better informed, and come armed with more choices and opportunities than ever before, everything about sales has changed. Salespeople must adapt because the digital economy has turned the old model on its head, and those who don't keep up will be left behind. The New Rules of Sales and Service is required reading for anyone wanting to stay ahead of the game and grow business now.

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint (Agency/Distributed)
By Nicholas J. Webb

Amacom
Hardcover (256 pages)

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint (Agency/Distributed)
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  • Amacom
Product Description:
Selected by Oracle Marketing Cloud as a Top 15 Marketing Book for 2016

Mashable Best New Marketing Books to Read in 2017

Think you know your customers? Think again.

The best companies in the world discover what their customers desire--and then deliver it in memorable and deeply human experiences. How well do you know your customers?

What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success.

Jam-packed with tools and examples, What Customers Crave helps you reinvent how you engage with customers (both digitally and non-digitally) and:

Gain invaluable insights into who they are and what they care about - Use listening posts and Contact Point Innovation to refine customer types - Engineer experiences for each micromarket that are not only exceptional, but insanely relevant - Connect across the five most important touchpoints - Co-create with your customers - And much more

When you learn to provide your customers with exactly what they want, they not only buy--they come back again and again...and bring their friends.

Measure What Matters: Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships
By Katie Delahaye Paine

Wiley
Hardcover (272 pages)

Measure What Matters: Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships
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In an online and social media world, measurement is the key to success

If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results.

Measure What Matters explains simple, step-by-step procedures for measuring customers, social media reputation, influence and authority, the media, and other key constituencies.

  • Based on hundreds of case studies about how organizations have used measurement to improve their reputations, strengthen their bottom lines, and improve efficiencies all around
  • Learn how to collect the data that will help you better understand your competition, do strategic planning, understand key strengths and weaknesses, and better respond to customer preferences
  • Author runs a successful blog and serves as a measurement consultant to companies such as Facebook, Southwest Airlines, Raytheon, and Allstate

Don't draw conclusions or make key decisions based on guesswork. Instead, Measure What Matters and the difference will show in the most important measure: your bottom line.

The Value Driven Business: The Simple Strategy To Create A Business You Love
By Benjamin Teal

CreateSpace Independent Publishing Platform
Paperback (164 pages)

The Value Driven Business: The Simple Strategy To Create A Business You Love
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“Without quality, it won’t take customers long to figure out you over-promised and under-delivered.”

Want to build your lifestyle business with long-term, sustainable growth? Then stop treating your customers like an ATM machine. This is not your typical business book. Benjamin Teal offers a different approach to building a thriving business by connecting with customers on a deeper level, consistent with your true self.

You’ll learn:

  • How to choose your ideal customers, the ones that are the best fit for your product or business, which will help your business grow.
  • The 5-step framework to building a Value Driven Lifestyle Business so you can grow your business by doing what matters most to you, without feeling slimy or scammy.
  • Why being a bridge builder will form lasting connections with your customers and keep them coming back again and again.
  • Why other business books are focused on the wrong things, and how shifting your approach will result in bottom line growth.
  • How to deliver massive value in a way that is true to yourself and the things that are most important to you.
  • Teal exposes some of the “sleazy” strategies that other business success gurus use, and busts open commonly held beliefs about how to succeed in business and make money online.

    The Value Driven Business will challenge to to find your core values and find your ideal clients that share them. Ben's methods will ultimately lead you to owning a business that doesn't consume your life, sanity, and and one that you can be proud to put your name on.

    Make Facebook Work for your Business: The complete guide to marketing your business, generating new leads, finding new customers and building your ... Media Work for your Business) (Volume 1)
    By Ms Alex Stearn

    CreateSpace Independent Publishing Platform
    Paperback (190 pages)

    Make Facebook Work for your Business: The complete guide to marketing your business, generating new leads, finding new customers and building your ... Media Work for your Business) (Volume 1)
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    Product Description:
    HOW TO MAKE FACEBOOK WORK FOR YOUR BUSINESS -Constantly updated Many businesses and entrepreneurs are still struggling to make social media work for them and are either continuing to waste valuable time and resources or giving up altogether. However, businesses that are mastering social media marketing and networking are not only reaping enormous rewards, but also building one of their most valuable assets, a following of loyal customers and brand ambassadors who are going to secure their success in the future. Whether you are completely new to Facebook marketing or you are already running a campaign, this book aims to demystify social media marketing and teach you step-by-step the principles, strategies, tactics and tips to make Facebook work for your business. In this book you will learn all about the benefits of social media marketing, the psychology behind it together with how to use the almighty power of Facebook to: Identify and find your ideal customers Generate and capture new leads Drive traffic to your website Increase sales conversions Build your brand In the book you will learn: How to plan your marketing campaign on Facebook How to create your business page for success on Facebook How to build the right audience for your page How to increase your fans and likes on your Facebook page How to post the right type of content to post on your page How to communicate on Facebook How to create a Facebook posting calendar How to advertise on Facebook How to create contests and events on Facebook How to measure your results on Facebook How and why you should create a blog What to do on your website to increase and capture leads What to do on a day to day basis on Facebook
    eCommerce Best Practices - How to market, sell, and service customers with internet technologies
    By Thomas M McFadyen

    McFadyen Solutions
    Paperback (366 pages)

    eCommerce Best Practices - How to market, sell, and service customers with internet technologies
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    The eCommerce market is getting crowded. Thousands of organizations put up a shopping cart for about $20 per month, but a few dozen exceed a billion dollars per year of eCommerce revenue. In this increasingly competitive eCommerce market the best practices separate the highly profitable, high growth businesses from masses. This book provides tools for organizations at different points along the rapidly evolving eCommerce spectrum. eCommerce Best Practices compiles valuable lessons learned by the professionals at McFadyen Solutions who have implemented over 100 large-scale eCommerce sites over past decade. Many of these sites have over 1,000,000 SKU s, 1,000,000 users, 1,000,000 dollars/day sales, 1,000,000 order-items shipped per day, and 1,000,000 web assets under management.
    Managing Customer Relationships: A Strategic Framework
    By Don Peppers

    Wiley
    Hardcover (528 pages)

    Managing Customer Relationships: A Strategic Framework
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    Product Description:
    MANAGING CUSTOMER RELATIONSHIPS
    A Strategic Framework

    Praise for the first edition:

    "Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies.
    "—Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia

    "Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must-have for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy."
    —Dr. Charlotte Mason, Department Head, Director, and Professor, Department of Marketing and Distribution, Terry College of Business, University of Georgia

    "Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!"
    —Roy Barnes, Formerly with Marriott, now President, Blue Space Consulting

    "This is going to become the how-to book on developing a customer-driven enterprise. The marketplace is so much in need of this road map!"
    —Mike Henry, Leader for Consumer Insights at Acxiom

    Praise for the second edition:

    "Every company has customers, and that's why every company needs a reference guide like this. Peppers and Rogers are uniquely qualified to provide us with the top textbook on the subject, and the essential tool for the field they helped to create."
    —David Reibstein, William Stewart Woodside Professor of Marketing, The Wharton School, University of Pennsylvania



       

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