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Whatever business you're in, you might like to think that your customer service is top-notch; in fact, 80 percent of companies believe they deliver superior customer service. So why is it that only 8 percent of consumers agree with this statement?
These days, customers simply expect more-especially the ones who are dissatisfied. Discover the importance of embracing your complainers and learn how best to deal with them. Soon you will be using them as a strategic marketing tool as they help you to generate even more profit, while becoming loyal brand advocates themselves.
You will learn:
· How to deal with different types of "hater"
· How, where, and when to answer complaints
· The importance of embracing online communication platforms and social media.
Control, Conquer, and Prevail! Everybody's biased. The truth is, we all harbor unconscious assumptions that can get in the way of our good intentions and keep us from building authentic relationships with people different from ourselves. Tiffany Jana and Matthew Freeman use vivid stories and fun (yes, fun!) exercises and activities to help us reflect on our personal experiences and uncover how our hidden biases are formed. By becoming more self-aware, we can control knee-jerk reactions, conquer fears of the unknown, and prevail over closed-mindedness. In the end, Jana and Freeman's central message is that you are not the problem—but you can be the solution.
Collaboration is increasingly difficult and increasingly necessary Often, to get something done that really matters to us, we need to work with people we don't agree with or like or trust. Adam Kahane has faced this challenge many times, working on big issues like democracy and jobs and climate change and on everyday issues in organizations and families. He has learned that our conventional understanding of collaboration—that it requires a harmonious team that agrees on where it's going, how it's going to get there, and who needs to do what—is wrong. Instead, we need a new approach to collaboration that embraces discord, experimentation, and genuine cocreation—which is exactly what Kahane provides in this groundbreaking and timely book.
Great customer service is rare. In fact, one survey found that while 80 percent of companies described themselves as delivering "superior" service, consumers estimated the number at a mere 8 percent. The problem, according to service expert Steve Curtin, is actually quite simple. When asked what their work entails, most employees list the duties and tasks associated with their position. Very few refer to the true essence of their job, which should be their highest priority-to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. Without this customer focus, all that exists is a transaction-and transactional service does not make a lasting positive impression or inspire loyalty. In Delight Your Customers, Curtin reveals three elements common to all exceptional service experiences. He also makes a compelling case that attention needs to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that actually create happy customers, such as expressing genuine interest, offering sincere compliments, sharing unique knowledge, conveying authentic enthusiasm, providing pleasant surprises, and delivering service heroics when needed. Illustrated with real-world stories and examples, this refreshing guide helps readers everywhere take their customer service from ordinary to extraordinary.
To someone on the outside it seems like some people just naturally win the lottery – by a stroke of circumstance, they are a money magnet.
In reality, even if money was handed to someone on a silver platter, they have to manage to keep it and allow more in. That has more to do with a strong money mindset than with being lucky.
After Cassie Parks realized she could change her money beliefs to become one of “those” people who easily make and keep money, she spent years figuring out exactly how to change her money mindset. Now that she has, her money mindset supports money coming into her life easily and sticking around for the party. Parks has spent the last two years teaching other people how to manifest more money into their lives –whether they were entrepreneurs, employees or unemployed. The step-by-step process Parks teaches is the basis of Manifest $10,000.
Directions to the intersection of abundance, mindset, ease, and grace is what you will find in Manifest $10,000. Using inspiring stories about people who have manifested more money into their lives, and providing instructions and analysis about why others haven’t been successful in the past, Parks will guide you through the process of learning to manifest $10,000 into your life in the next 90 days – in a way that feels simple and fun.
Berkshire Hathaway, the $300 billion conglomerate that Warren Buffett built, is among the world's largest and most famous corporations. Yet, for all its power and celebrity, few people understand Berkshire, and many assume it cannot survive without Buffett. This book proves them wrong. In a comprehensive portrait of the corporate culture that unites Berkshire's subsidiaries, Lawrence A. Cunningham unearths the traits that assure the conglomerate's continued prosperity. Riveting stories of each subsidiary's origins, triumphs, and journey to Berkshire reveal how managers generate economic value from intangibles like thrift, integrity, entrepreneurship, autonomy, and a sense of permanence. Rich with lessons for those wishing to profit from the Berkshire model, this engaging book is a valuable read for entrepreneurs, business owners, managers, family business members, and investors, and it is an important resource for scholars of corporate stewardship. General readers will enjoy learning how an iconoclastic businessman transformed a struggling textile company into a corporate legacy.
Bridges the gap between nitty-gritty financial, how-to, and bigger picture strategies for successful entrepreneurs
Empowers readers to use left-brain logic to meet right-brain magic
Encourages creative entrepreneurs to embrace their numbers and grow a business they love
Teaches online entrepreneurs how to use their money to their advantage … in and out of their business
Helps business owners go from money mess to money master
Features practical steps to building a bridge from business to personal finances
Shows entrepreneurs how to establish positive money flow and use it to flourish
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