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THE #1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLER! “Like any business, a hospital must be true to its core values in order to succeed. ‘Trickle-down values’ start at the top with the best leadership, so that all the stakeholders understand and carry out…

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What can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades - it turns out there is plenty to learn. Dennis Snow's Lessons From the Mouse provides ten no-nonsense, practical principles that…

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“Filled with treasure and big ideas, this book will help you become exceptional.” – SETH GODIN In a tight market, your most powerful growth engine—and your best protection from competitive inroads—is this: put everything you can into cultivating true customer…

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DK's best-selling Essential Managers series are ideal for managers at every level. These compact references demonstrate the techniques and skills that are useful in any work environment, making this series the most accessible single-subject business guides on the…

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"Outside-In" is a way of thinking. It's not customer service! It's looking at every facet of your business and asking: How does this add value for the customer, from the customer's point of view? Knowing what your customers really want because of the WAY you ask…

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You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your…

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Revised and updated for the first time since original publication! 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…

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Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud),…

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Telephone (or Email) Customer Service will show you how to make angry customers your best friends. There are several quick ideas to help you handle many of the most common customer service situations.

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Burnout within human resource staff is common. The cause can vary widely and may have one or many contributing factors. Burnout can cause staff to be reluctant to be helpful to clients and can even keep them in a state of lethargy when it comes to customer…

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Are you in a hospitality business but struggling to take your business to the next level? Do you want a sure-fire way to increase your profits - and have happier customers? Do you want to jump out of bed knowing your business is improving every day? Raising The…

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The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback – in fact, they’re your best bargain in market research.…