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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…

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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…

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Revised and updated for the first time- here is the 200,000-copy staple, praised by Warren Buffett as "a gem.... I wish everyone at Berkshire would follow [Jack Mitchell's] advice-we would own the world." If you want to put your arms around your business and…

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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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Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale What does it take to sell high-end luxury creations to the richest clients in the world? In Selling Luxury , Robin Lent and Genevieve Tour, with 30 years of…

Mr. Shmooze

by Richard Abraham

|January 24, 2017

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Mr. Shmooze is the parable of a man who reveals the secret shared by all superstar salespeople. Selling, in its most exquisite form, is not about taking, nor is it about persuading. Selling, believe it or not, is about giving. Mr. Shmooze gives for a living. He…

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A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get…
Audio Book (CD)

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Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a ?relationship? with your company?s customer service department, or…
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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…

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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…