Summary: How to Wow By Adrian Swinscoe
Be at the start of your customer’s journey Many customers are starting their buying journeys earlier and earlier and are conducting much of their buying …
Customer Service
Summary: Woo, Wow, and Win By Thomas A. Stewart
The First Principle: The Customer Is Always Right—Provided the Customer Is Right for You The right customer is one you are prepared to serve in …
Summary: A Complaint Is a Gift By Janelle Barlow
A Complaint Is a Gift Strategy Imagine that a friend comes to visit on your birthday with a lovely present in hand. The first thing …
Summary: Amaze Every Customer Every Time By Shep Hyken
Amazement is the level of customer experience that gives you a clear advantage in any economy and any marketplace. Amazement is the competitive edge that …
Summary: The Amazement Revolution By Shep Hyken
The Amazement Revolution is about indoctrinating yourself and your team in the phenomenon known as amazement. The book is built on own observations, based on …
Summary: The Gold Standard By Colin Cowie
Grabbing Attention in a Saturated Market Your customer has their choice of products and services. You want them to choose yours. If they can’t find …
Summary: The Amazement Revolution By Shep Hyken
To keep external customers happy, you must make sure your employees know that you care about doing what’s right by them, day after day after …
Summary: The Experience Economy By B Joseph Pine II
Welcome to the Experience Economy Experiences are as distinct from services as services are from goods, but one that has until now gone largely unrecognized. …
Summary: What the Customer Wants You to Know By Ram Charan
The Problem with Sales In many businesses, there is a glut of suppliers and more suppliers entering the market everyday, and thanks to the Internet, …
Summary: The Apple Experience By Carmine Gallo
Enriching Lives What does it mean to provide extraordinary customer service? Well, if you study the brands that do it well such as Disney, Four …
