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The author of the legendary bestseller Influence , social psychologist Robert Cialdini shines a light on effective persuasion and reveals that the secret doesn’t lie in the message itself, but in the key moment before that message is delivered. What…

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This cutting edge and comprehensive book—with contributions from the star faculty of Cornell University's School of Hotel Administration—offers the latest thinking on the best practices and strategies for hospitality management. A must for students and…

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The way that buyers buy products and services has been changing for years. Customers are more informed, aware of their choices and smarter about purchasing decisions. Companies that want to survive in this buyer-led digital age have to become much more customer…

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Win more deals with the perfect sales story! “Power Messaging is a foundational element in our global marketing campaigns and sales training programs. We believe the concepts are core to engaging in customer conversations that are focused on their outcomes…

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The essential complement to the pathbreaking book Competitive Strategy, Michael E. Porter's Competitive Advantage explores the underpinnings of competitive advantage in the individual firm. Competitive Advantage introduces a whole new way of understanding what a…

The American Express Way

by James P. Bush

|This title releases April 28, 2017

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Customers are cranky and businesses are struggling to keep them happy. PeopleShock's 3P Profit Formula, based on evidence from over 150 business leaders and experts, shows: . Promise - How to develop one that inspires staff and customers. . People - How to…

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The average executive spends less than 5 percent of their time engaged in the buying of products and services. This means that in this post-recession business environment, sales professionals who focus

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In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the…

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As the populations of Europe and the US, soon to be followed by China, grow older, it is vital that marketers understand the effects of physiological ageing and their impact on marketing. The book that provides this advice is yet to be written. This book contains…

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By one expert’s prediction, within twenty years half of Americans will have body implants that tell retailers how they feel about specific products as they browse their local stores. The notion may be outlandish, but it reflects executives’ drive to…