The Metail Economy 6 Strategies For Transforming Your Business To Thrive In The Me Centric Consumer Revolution

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The Metail Economy: 6 Strategies for Transforming Your Business to Thrive in the Me-Centric Consumer Revolution

Author : Joel Bines
Publisher : McGraw Hill Professional
ISBN 13 : 1264274645
Total Pages : 241 pages
Book Rating : 4.2/5 (642 download)

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Book Synopsis The Metail Economy: 6 Strategies for Transforming Your Business to Thrive in the Me-Centric Consumer Revolution by : Joel Bines

Download or read book The Metail Economy: 6 Strategies for Transforming Your Business to Thrive in the Me-Centric Consumer Revolution written by Joel Bines and published by McGraw Hill Professional. This book was released on 2022-01-25 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Rethink, rebuild, and re-energize your relationship with every customer for ultimate success in today’s Metail economy Armed with computers, tablets, smartphones, and social media, today’s consumers have revolted against the marketplace status quo. Demanding a voice, and sometimes a hand, in the products they buy, these digitally empowered consumers―"Me's"―have inverted the traditional power dynamics of retail into Metail. To put it simply, your customers are now in charge, and you must recognize and embrace this fact in order to survive in new Metail economy. From Joel Bines, one of today’s top retail brand thought leaders, The Metail Economy provides innovative methods for connecting with the Me-centric consumer and shows how to thrive in this consumer revolution. Bines provides examples of companies that have failed to address the Metail paradigm, along with those that are on the right path, clearly illustrating how the traditional power dynamic has inverted and why it matters for business survival. Bines offers six proven models you can use to cultivate and serve highly informed and empowered customers in the Metail marketplace: Curation Customization Category Expertise Cost Convenience Community Bines explains why you shouldn’t pigeonhole your business into one model, but rather develop a deep self-awareness about how your organization is viewed and valued by your customers―and focus your efforts accordingly. Whether you’re the CEO of a global organization or starting your own clothing boutique, you must become a Metailer―and this groundbreaking book will show you how.

Digital Customer Service

Author : Rick DeLisi
Publisher : John Wiley & Sons
ISBN 13 : 1119841909
Total Pages : 262 pages
Book Rating : 4.1/5 (198 download)

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Book Synopsis Digital Customer Service by : Rick DeLisi

Download or read book Digital Customer Service written by Rick DeLisi and published by John Wiley & Sons. This book was released on 2021-08-31 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

Leading at a Distance

Author : James M. Citrin
Publisher : John Wiley & Sons
ISBN 13 : 1119782465
Total Pages : 240 pages
Book Rating : 4.1/5 (197 download)

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Book Synopsis Leading at a Distance by : James M. Citrin

Download or read book Leading at a Distance written by James M. Citrin and published by John Wiley & Sons. This book was released on 2021-04-13 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: A timely and hands-on resource informed by lessons learned from Fortune 500 CEOs and executives Leading at a Distance provides executives with the necessary skills to successfully lead in the new virtual workplace, backed by the research and expertise of global leadership firm Spencer Stuart. Although working remotely is not new, the global pandemic has placed virtual work at the center of everyday life. And it has thrust workforce strategies to the core of business operations globally. As the shift towards large-scale virtual work continues to grow and become a permanent fixture—by some estimates, 30% of the workforce will be working virtually – leaders must understand how to build virtual work environments that foster connected, engaged, and high-performing teams. Although some forward-thinking companies and not-for-profit organizations have made significant investments in technology and virtual collaboration, many others have simply joined the “Zoom culture” without fully appreciating what it takes to operate effectively at a distance on a sustained basis. Leading at a Distance is a timely, research-based, and highly practical guide for developing and implementing strategies for conducting high-impact virtual work, building trust, and enhancing team unity. Designed to help leaders shape organizational culture remotely, this must-have resource demonstrates how to conduct virtual onboarding for senior leaders, build top teams from a distance, manage accountability in the new virtual environment, and much more. A hands-on toolkit filled with compelling examples, expert insights, and invaluable advice, this book: Provides clear guidance on establishing effective leadership in the virtual workplace Offers practical approaches for establishing strong relationships, increasing employee engagement, and coaching from a distance Addresses ways to keep geographically dispersed team members aligned and accountable Illustrates creative ideas for boosting team morale Features an overview of the unique challenges facing leaders in the virtual workplace Discusses often-overlooked topics such as virtual hiring and onboarding Leveraging the authors' in-depth research and consulting experience, Leading at a Distance is required reading for anyone needing to adapt to a virtual way of working and develop their virtual leadership skills to maximize organizational effectiveness and performance.

The Customer Experience Manual

Author : Alan Pennington
Publisher : Pearson UK
ISBN 13 : 1292148470
Total Pages : 233 pages
Book Rating : 4.2/5 (921 download)

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Book Synopsis The Customer Experience Manual by : Alan Pennington

Download or read book The Customer Experience Manual written by Alan Pennington and published by Pearson UK. This book was released on 2016-09-12 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Strategic International Management

Author : Dirk Morschett
Publisher : Springer Science & Business Media
ISBN 13 : 3834983322
Total Pages : 467 pages
Book Rating : 4.8/5 (349 download)

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Book Synopsis Strategic International Management by : Dirk Morschett

Download or read book Strategic International Management written by Dirk Morschett and published by Springer Science & Business Media. This book was released on 2011-01-19 with total page 467 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Strategic International Management” takes a global perspective and covers the major aspects of international business strategies, the coordination of international companies and the particularities of international value chain activities and management functions. The book provides a thorough understanding of how Production & Sourcing, Research & Development, Marketing, Human Resource Management and Controlling have to be designed in an international company and what models are available to understand those activities in an international context. The book offers 20 lessons that provide a comprehensive overview of all key issues. Each lesson is accompanied by a case study from an international company to facilitate the understanding of all important factors involved in strategic international management.

Winning Her Business

Author : Bridget Brennan
Publisher : HarperCollins Leadership
ISBN 13 : 1400209986
Total Pages : 256 pages
Book Rating : 4.4/5 (2 download)

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Book Synopsis Winning Her Business by : Bridget Brennan

Download or read book Winning Her Business written by Bridget Brennan and published by HarperCollins Leadership. This book was released on 2019-03-05 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bridget Brennan, CEO of Female Factor, shows readers how to win sales and grow market share by creating a customer experience that appeals to the most powerful consumers: women. When people think about the world’s growth markets, they often envision countries like China and India. Yet they miss the largest one right here at home, no matter where you call home: women. With women driving 70 to 80 percent of consumer spending, it would seem an obvious strategy to learn how best to appeal to this continually expanding market. Common sense? Yes. Common practice? No. In Winning Her Business, Bridget Brennan, advisor to some of the world’s biggest brands and businesses, provides a roadmap for selling in a world dominated by the rise of women’s economic power. Brennan introduces The Four Motivators® Framework, which shows how every company can help customers feel: connected to them, their brand, and their business, inspired to buy from them specifically, confident in their buying decisions, and appreciated for their business. Showcasing best practices from brands as diverse as Lexus, Sephora, Allstate and the Minnesota Vikings NFL team, Winning Her Business offers invaluable insights into women as consumers and shows that almost all businesses have an opportunity to create an inclusive customer experience that inspires increased sales, referrals, and repeat business.

The Ultimate Marketing Engine

Author : John Jantsch
Publisher : HarperCollins Leadership
ISBN 13 : 1400224780
Total Pages : 224 pages
Book Rating : 4.4/5 (2 download)

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Book Synopsis The Ultimate Marketing Engine by : John Jantsch

Download or read book The Ultimate Marketing Engine written by John Jantsch and published by HarperCollins Leadership. This book was released on 2021-09-21 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: A step-by-step system for creating customers and clients for life. In a world that’s difficult for business professionals to cut through noise to create relationships with their customers, organizations that focus on converting their customers to members and helping them achieve lasting transformation rather than simply offering the transaction of the moment are winning. The Ultimate Marketing Engine teaches you how to develop a system to take every customer from where they are to where they want to be by building on the innovative principles first brought to the marketing world in Duct Tape Marketing and honed over three decades of working with thousands of businesses. In this book, you will learn: Why strategy must come before tactics. How to narrow your focus and choose only ideal customers. Why no one wants what you sell – and what they actually want. How to use story and narrative as the voice of strategy. How to construct the perfect customer journey. How to grow your business with your customers. This bookintroduces the Customer Success Track, an innovative new approach to marketing strategy that will transform how you view your business, your marketing and how you view every customer. The Ultimate Marketing Engine will help you take control of your marketing while creating ridiculously consistent business growth.

The Heart of Hospitality

Author : Micah Solomon
Publisher : SelectBooks, Inc.
ISBN 13 : 159079379X
Total Pages : 191 pages
Book Rating : 4.5/5 (97 download)

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Book Synopsis The Heart of Hospitality by : Micah Solomon

Download or read book The Heart of Hospitality written by Micah Solomon and published by SelectBooks, Inc.. This book was released on 2016-10-11 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: Success in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company’s president and COO Herve Humler. This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today’s top hoteliers, restaurateurs, and masters of hospitality management including: Four Seasons Chairman Isadore Sharp: How to build an unsinkable company culture Union Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and more Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach Ritz-Carlton President and COO Herve Humler: How to engage today’s new breed of luxury travelers Double-five-star chef and hotelier Patrick O’Connell (The Inn at Little Washington) shares the secrets of creating hospitality connections Designer David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with today’s travelers Restaurateur Traci Des Jardins on building a “narcissism-free” hospitality culture Legendary chef Eric Ripert’s principles of creating a great guest experiences, simultaneously within a single dining room. The Heart of Hospitality is a hospitality management resource like no other, put together by leading customer service expert Micah Solomon. Filled with exclusive, first-hand stories and wisdom from the top professionals in the industry, The Heart of Hospitality is an essential hospitality industry resource. As Ritz-Carlton President and COO Herve Humler says in his foreword to the book, “If you want to create and sustain a level of service so memorable that it becomes an unbeatable competitive advantage, you’ll find the secrets here.”

Wonder

Author : Frank C. Keil
Publisher : MIT Press
ISBN 13 : 0262046490
Total Pages : 333 pages
Book Rating : 4.2/5 (62 download)

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Book Synopsis Wonder by : Frank C. Keil

Download or read book Wonder written by Frank C. Keil and published by MIT Press. This book was released on 2022-03-01 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt: How we can all be lifelong wonderers: restoring the sense of joy in discovery we felt as children. From an early age, children pepper adults with questions that ask why and how: Why do balloons float? How do plants grow from seeds? Why do birds have feathers? Young children have a powerful drive to learn about their world, wanting to know not just what something is but also how it got to be that way and how it works. Most adults, on the other hand, have little curiosity about whys and hows; we might unlock a door, for example, or boil an egg, with no idea of what happens to make such a thing possible. How can grown-ups recapture a child’s sense of wonder at the world? In this book, Frank Keil describes the cognitive dispositions that set children on their paths of discovery and explains how we can all become lifelong wonderers. Keil describes recent research on children’s minds that reveals an extraordinary set of emerging abilities that underpin their joy of discovery—their need to learn not just the facts but the underlying causal patterns at the very heart of science. This glorious sense of wonder, however, is stifled, beginning in elementary school. Later, with little interest in causal mechanisms, and motivated by intellectual blind spots, as adults we become vulnerable to misinformation and manipulation—ready to believe things that aren’t true. Of course, the polymaths among us have retained their sense of wonder, and Keil explains the habits of mind and ways of wondering that allow them—and can enable us—to experience the joy of asking why and how.

The Five Graces of Life and Leadership

Author : Gary Burnison
Publisher : John Wiley & Sons
ISBN 13 : 1119864046
Total Pages : 227 pages
Book Rating : 4.1/5 (198 download)

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Book Synopsis The Five Graces of Life and Leadership by : Gary Burnison

Download or read book The Five Graces of Life and Leadership written by Gary Burnison and published by John Wiley & Sons. This book was released on 2021-12-02 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: Five simple qualities that captures the essence of outstanding leadership today In today’s world, leadership is all about establishing community and connectivity so everyone can be part of something bigger than themselves. To have the grace to create this kind of leadership, we need greater self-awareness and genuine connection to others. In The Five Graces of Life and Leadership, CEO of the celebrated consulting firm Korn Ferry delivers a meaningful and thought-provoking exploration of leadership, emphasizing the five kinds of grace that leaders absolutely must have to lead their teams in today’s evolving workscape. In the book, you’ll learn how to the best leaders make their teams feel comforted, safe, and secure that they’re headed in the right direction. It includes insightful discussions on each of the five indispensable graces, including: Gratitude—the attitude that elevates our spirits, boosts morale, and lifts our hearts Resilience—the quality that allows us to achieve beyond our wildest dreams Aspiration—the knowledge that we can make tomorrow better than today Courage—the ability to understand and move beyond our fears Empathy—the understanding needed to connect with others from their perspectives The perfect book for managers, executives, and other business leaders doing their best to lead their teams through some of the most rapidly changing business and social environments we’ve seen in our lifetimes, The Five Graces of Life and Leadership is a can’t miss book on the human side of leadership at work, at home and anywhere else.

Adaptive Marketing

Author : Norm Johnston
Publisher : Springer
ISBN 13 : 1137462930
Total Pages : 305 pages
Book Rating : 4.1/5 (374 download)

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Book Synopsis Adaptive Marketing by : Norm Johnston

Download or read book Adaptive Marketing written by Norm Johnston and published by Springer. This book was released on 2015-09-28 with total page 305 pages. Available in PDF, EPUB and Kindle. Book excerpt: Adapt or die is really the 21st century mantra for business. Authors Norm Johnston provides guidance on how to adopt an Adaptive Marketing model to ensure you are not only prepared for this new data world, but also winning against both traditional competitors and new disrupters.

Work Disrupted

Author : Jeff Schwartz
Publisher : John Wiley & Sons
ISBN 13 : 1119762278
Total Pages : 246 pages
Book Rating : 4.1/5 (197 download)

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Book Synopsis Work Disrupted by : Jeff Schwartz

Download or read book Work Disrupted written by Jeff Schwartz and published by John Wiley & Sons. This book was released on 2021-01-07 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you only read one book on the future of work, Work Disrupted: Opportunity, Resilience, and Growth in the Accelerated Future of Work should be that book. The future of work swept in sooner than expected, accelerated by Covid-19, creating an urgent need for new maps, new mindsets, new strategies-- and most importantly, a trusted guide to take us on this journey. That guide is Jeff Schwartz. A founding partner of Deloitte Consulting’s Future of Work practice, Schwartz brings clarity, humor, wisdom, and practical advice to the future of work, a topic surrounded by misinformation, fear, and confusion. With a fundamental belief in the power of human innovation and creativity, Schwartz presents the key issues, critical choices, and potential pitfalls that must be on everyone’s radar. If you're anxious about robots taking away your job in the future, you will take comfort in the realistic perspective, fact-based insights, and practical steps Schwartz offers. If you're not sure where to even begin to prepare, follow his level-headed advice and easy-to-follow action plans. If you're a business leader caught between keeping up, while also being thoughtful about the next moves, you will appreciate the playbook directed at you. If you're wondering how Covid-19 will change how and where you will work, Work Disrupted has you covered. Written in a conversational style by Schwartz, with Suzanne Riss, an award-winning journalist and book author, Work Disrupted offers a welcome alternative to books on the topic that lack a broad perspective or dwell on the problems rather than offer solutions. Timely and insightful, the book includes the impact of Covid-19 on our present and future work. Interviews with leading thinkers on the future of work offer additional perspectives and guidance.Cartoons created for the book by leading business illustrator Tom Fishburne bring to life the reader’s journey and the complex issues surrounding the topic. Told from the perspective of an economist, management advisor, and social commentator, Work Disrupted offers hope--and practical advice--exploring such topics as: How we frame what lies ahead is a critical navigational tool. Discover the signposts that can serve as practical guides for individuals who have families to support, mortgages to pay, and want to stay gainfully employed no matter what the future holds. The importance of recognizing the rapidly evolving opportunities in front of us. Learn how to build resilience—in careers, organizations, and leaders—for what lies ahead. Why exploring new mental models helps us discover the steps we need to take to thrive. Individuals can decide how to protect their livelihood while businesses and public institutions can consider how they can lead and support workforces to thrive in twenty-first-century careers and work. "Jeff's marvelous book is a roadmap for the new world of work with clear signposts. His insights will help readers discover opportunities, take action, and find hope in uncertain times. The ideas are fresh, beautifully crafted, and immediately applicable. This is not only a book to be read, but savored and used." —Dave Ulrich, Rensis Likert Professor, Ross School of Business, University of Michigan; Partner, the RBL Group; Co-author Reinventing the Organization

The Relationship Economy

Author : John R. DiJulius
Publisher : Greenleaf Book Group
ISBN 13 : 1626346445
Total Pages : 265 pages
Book Rating : 4.6/5 (263 download)

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Book Synopsis The Relationship Economy by : John R. DiJulius

Download or read book The Relationship Economy written by John R. DiJulius and published by Greenleaf Book Group. This book was released on 2019-10-08 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: Creating Authentic Customer Connections in a High-Tech World In The Relationship Economy, author John DiJulius teaches business leaders about the importance of relationship building in the digital age. He argues that in spite of (and because of) the advances in tech, we've become a less connected society. We have dramatically evolved away from face-to-face communication, and the skill of building rapport is evaporating. This means that customer personalization and relationships are more important now than ever—and they will be the key to success for businesses moving forward. As he aptly states, “Being able to build true sustainable relationships is the biggest competitive advantage in a world where automation, artificial intelligence, and machine learning are eliminating the human experience, which is what creates the emotional connections that build true customer loyalty.” This book reminds readers of the importance of personal connections and shows them how to attain meaningful, lasting relationships with their customers.

Straight Talk for Startups

Author : Randy Komisar
Publisher : HarperCollins
ISBN 13 : 0062869078
Total Pages : 277 pages
Book Rating : 4.0/5 (628 download)

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Book Synopsis Straight Talk for Startups by : Randy Komisar

Download or read book Straight Talk for Startups written by Randy Komisar and published by HarperCollins. This book was released on 2018-06-05 with total page 277 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Straight Talk for Startups memorializes age-old best practices and empowers both experienced and new investment professionals to beat the odds."—David Krane, CEO, Google Ventures "Straight Talk for Startups is filled with real, raw, and fact-based ‘rules of the road’ that you need to know when diving into our ultra-competitive startup world. A must read and a re-read!"—Tony Fadell, Coinventor of the iPod/iPhone & Founder of Nest Labs Veteran venture capitalist Randy Komisar and finance executive Jantoon Reigersman share no-nonsense, counterintuitive guidelines to help anyone build a successful startup. Over the course of their careers, Randy Komisar and Jantoon Reigersman continue to see startups crash and burn because they forget the timeless lessons of entrepreneurship. But, as Komisar and Reigersman show, you can beat the odds if you quickly learn what insiders know about what it takes to build a healthy foundation for a thriving venture. In Straight Talk for Startups they walk budding entrepreneurs through 100 essential rules—from pitching your idea to selecting investors to managing your board to deciding how and when to achieve liquidity. Culled from their own decades of experience, as well as the experiences of their many successful colleagues and friends, the rules are organized under broad topics, from "Mastering the Fundamentals" and "Selecting the Right Investors," to "The Ideal Fundraise," "Building and Managing Effective Boards," and "Achieving Liquidity." Vital rules you’ll find in Straight Talk for Startups include: The best ideas originate from founders who are users Create two business plans: an execution plan and an aspirational plan Net income is an option, but cash flow is a fact Don’t accept money from strangers Personal wealth doesn’t equal good investing Small boards are better than big ones Add independent board members for expertise and objectivity Too many unanimous board decisions are a sign of trouble Choose an acquirer, don’t wait to be chosen Learn the rules by heart so you know when to break them Filled with helpful real-life examples and specific, actionable advice, Straight Talk for Startups is the ideal handbook for anyone running, working for, or thinking about creating a startup, or just curious about what makes high-potential ventures tick.

Blue Flames, Black Gold

Author : Kristin Weidenbach
Publisher :
ISBN 13 : 9781921037399
Total Pages : 450 pages
Book Rating : 4.0/5 (373 download)

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Book Synopsis Blue Flames, Black Gold by : Kristin Weidenbach

Download or read book Blue Flames, Black Gold written by Kristin Weidenbach and published by . This book was released on 2014 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: Blue Flames, Black Gold is a story of persistence. It's the intrepid wildcatters who ventured into Australia's dead heart and took a punt on drilling an oil well in virgin territory. It's the young Adelaide lawyer who dared to dream, and those on the sidelines who watched and scoffed. It's two school chums who started an exploration company amidst the oil fervour of 1954--a company that, 60 years later, would be the biggest company in South Australia. The history of Santos covers the excitement of exploration and discovery in the 1950s and '60s, the boardroom tussles and political wrangles of the 1970s and '80s, and the rise of technological developments in the new millennium. It tells the tale of an industrial township that forms in the remote Australian outback; of Alan Bond's controversial stock market deal which led to the South Australian government capping shareholdings for 28 years; the construction of the 1,100-km Moomba-to-Sydney pipeline bringing natural gas to Sydney for the first time; and the birth of the Coal Seam Gas industry. Blue Flames, Black Gold is not just the story of South Australia's biggest company but a story that encompasses the social and political history of the state and Australia's transition to the new energy sources of the future. It is the story of pioneers exploring new frontiers. It is a story of faith and vision and perseverance.

Welcome to Management: How to Grow From Top Performer to Excellent Leader

Author : Ryan Hawk
Publisher : McGraw Hill Professional
ISBN 13 : 1260458075
Total Pages : 241 pages
Book Rating : 4.2/5 (64 download)

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Book Synopsis Welcome to Management: How to Grow From Top Performer to Excellent Leader by : Ryan Hawk

Download or read book Welcome to Management: How to Grow From Top Performer to Excellent Leader written by Ryan Hawk and published by McGraw Hill Professional. This book was released on 2020-01-28 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: “The ultimate all-in-one guide to becoming a great leader.”—Daniel Pink From the creator and host of The Learning Leader Show, “the most dynamic leadership podcast out there” (Forbes) that will “help you lead smarter” (Inc.), comes an essential tactical guide for newly promoted managers. Every year, millions of top performers are promoted to management-level jobs—only to discover that the tactics that got them promoted are not the tactics that will make them effective in their new role. In Welcome to Management, Ryan Hawk provides practical, actionable advice and tools designed to ensure that transition is a successful one. He presents a new actionable three-part framework distilled from best practices drawn from in-depth interviews with over 300 of the most forward-thinking leaders around the world, as well as his own professional experience going from exceptional individual producer to new leader. Learn how to: • lead yourself: build skills and earn credibility. Compliance can be commanded, but commitment cannot. People reserve their full capacity for emotional commitment for leaders they find credible, and credibility must be earned. • build your team: develop a healthy and sustainable culture of mutual trust and respect that creates cohesion. This includes effective hiring and firing practices. • lead your team: set a clear strategy and vision for your team, communicate effectively, and ultimately drive the results the organization is counting on your team to deliver. Through case studies, hundreds of interviews, and personal stories, the book will help high performers make the leap from individual contributor to manager with greater ease, grace, courage, and effectiveness. Welcome to management!

Never Lose a Customer Again

Author : Joey Coleman
Publisher : Penguin
ISBN 13 : 0735220034
Total Pages : 370 pages
Book Rating : 4.7/5 (352 download)

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Book Synopsis Never Lose a Customer Again by : Joey Coleman

Download or read book Never Lose a Customer Again written by Joey Coleman and published by Penguin. This book was released on 2018-04-03 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.