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Driven To Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

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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…
Customer Loyalty: Top Strategies For Increasing Your Company's Bottom Line

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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…
Raving Fans: A Revolutionary Approach to Customer Service
Audio Book (CD)

|January 13, 2004

$16.94 online

$17.00

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Told in the parable style of The One Minute Manager , RAVING FANS uses a brilliantly simple and charming story to teach listeners how to define vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant…
The Ultimate Question 2.0 (revised And Expanded Edition): How Net Promoter Companies Thrive In A…

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In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: "Would you recommend us to a friend?" By asking customers this question, you identify detractors , who sully your…
Zingerman's Guide to Giving Great Service
Audio Book (CD)

|December 1, 2004

$26.65 online

$29.95

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They've been teaching service for so long at Zingerman's that it's hard to remember a day when they didn't. When they got into business in 1982, Paul Saginaw and Ari Weinzweig had only two other people on staff. And although all four were working hard to give…
Looptail: How One Company Changed The World By Reinventing Business
Audio Book (CD)

|September 17, 2013

$46.28 online

$52.00

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Customer Care Excellence: How To Create An Effective Customer Focus
Audio Book (CD)

|This title releases January 9, 2018

$19.57 online

$21.99

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Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet—and even to exceed—these high…
Bold: How To Be Brave In Business And Win
Audio Book (CD)

|This title releases January 2, 2018

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$21.99

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More than ever before business success depends on standing out from the crowd and delivering authentic experiences that turn your customers into advocates for your business. Bold tells the stories of 14 companies that prove that brand building is now about…
Matter: Move Beyond The Competition, Create More Value, And Become The Obvious Choice

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People want to buy from, work for, and partner with companies that matter.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…
Matter: Move Beyond The Competition, Create More Value, And Become The Obvious Choice

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Not available in stores

People want to buy from, work for, and partner with companies that matter.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…
What Customers Crave: How To Create Relevant And Memorable Experiences At Every Touchpoint

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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…
The Toxic Client: Knowing And Avoiding Problem Customers

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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…
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