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Igniting Customer Connections

Igniting Customer Connections Author Andrew Frawley
ISBN-10 9781118916728
Release 2014-10-08
Pages 256
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A new data-driven approach to building customer relationships that fuel sustainable business growth Igniting Customer Connections explores how organizations of all sizes can build powerful and profitable customer relationships in a today's increasingly complex, fast-paced, and fragmented marketplace. Written by the president of one of the world's largest marketing firms, the book provides expert insights about connecting with customers effectively across all channels and over time. The central premise is a refreshingly different, evidence-based approach called Return On Experience and Engagement, or ROE2, which delivers a new way to inspire and measure customer connections—and improve business results. The traditional marketing campaign—a battle for attention with a clear launch date and endpoint—no longer works. Marketing is faster and more complex than ever, and consumers now have the power to turn off the message. Igniting Customer Connections explores the benefits of a new approach that enables companies to connect with customers, rather than just talk at them. Topics include: Why classic ROI is losing relevance as a way to measure results—and to budget marketing spend How to make powerful connections by taking full advantage of "atomic moments of truth" Amplifying the impact of customer experience and engagement Creating a continuous, measurable, repeatable process for growth The key to winning customers and building long-term business is creating positive customer experiences that inspire ongoing engagement—from Facebook "likes" to purchase decisions. Based on data and stories drawn from dozens of top brands and thousands of consumers, Igniting Customer Connections helps marketers create long-term brand equity and sustainable business growth.



Digital Engagement

Digital Engagement Author Leland HARDEN
ISBN-10 9780814410790
Release 2009-01-14
Pages 256
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In an age of overwhelming Internet competition and rampant takeovers, marketers face the very real challenge of understanding how to engage customers online. Leland Harden and Bob Heyman, online marketing pioneers and authors of the popular book Net Results, team up again to teach marketers how to use search engine optimization, affiliate marketing, and all of the Web 2.0 tools they need to compete in the digital marketplace. Filled with up-to-date information on the best venues for online marketing, as well as explanations of social networking, virtual worlds, widgets, wikis, and emerging media, Digital Engagement shows marketers how to: stop burning money on web advertising campaigns that don't deliver • tweak websites to improve conversions and traffic flow • master proven strategies for consumer-generated media to generate buzz and improve brand recognition Featuring case studies from companies like Toyota and Tommy Hilfiger as well as lists of key vendors for online marketing software, this is the only book that offers a truly comprehensive guide to all of the new online marketing tools.



Selling Through Someone Else

Selling Through Someone Else Author Robert Wollan
ISBN-10 9781118526309
Release 2013-01-14
Pages 384
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Experience the growth multiplier effect through transforming the distribution and sales network Selling Through Someone Else tackles new opportunities to drive company growth by taking a fresh look at the customer smart distribution and sales process. The authors, from Accenture, one of the world's largest consulting companies, explain how companies can be smarter about what their customers truly want and maximize the return on investment from all available resources for growth opportunities by exploring creative distribution options, including leveraging partners, online outlets, iPads/tablets, your traditional sales force, and more. Selling Through Someone Else demonstrates that traditional approaches are no longer effective and how, by capitalizing on converging forces, companies can transform their "sales" approaches to grow revenue, and enhance customer and brand loyalty. Explores how globalization, new competitors, and low-cost threats are reshaping the way sales is happening today, and how to prepare your company to be successful in this new dynamic and iterative selling model Shows how analytics, the shift to digital selling and mobile sales tools, and new approaches to sales operations can reshape the entire sales function Demonstrates how new ecosystems of partners are created, managed, and incented to drive greater sales and profitability Accenture has helped numerous clients collaborate across IT, Sales, and Marketing to dramatically grow distribution and adapt to the different "playing field" of today. Selling through Someone Else applies the trends and lessons learned from Fortune 500 and Global 500 companies to mid-sized enterprises and small-medium businesses owners.



Building Great Customer Experiences

Building Great Customer Experiences Author C. Shaw
ISBN-10 9780230554719
Release 2002-09-13
Pages 224
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This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.



Fired Up or Burned Out

Fired Up or Burned Out Author Michael L. Stallard
ISBN-10 9781418567835
Release 2009-03-22
Pages 256
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Indisputable evidence has revealed the greatest threat to America's economy. Is it off-shoring labor? Unethical corporate practices? A turbulent market that forces downsizing? No. A Gallup Organization survey of more than one million Americans show that nearly 75 percent of all workers are disengaged. Employee disengagement is a widespread malady in American organizations, causing the loss of billions of dollars, hours of dissatisfaction, and work lives lacking true value. In his book, Fired Up or Burned Out, Michael Stallard shares the three key actions necessary to transform even a lethargic, disconnected organization or office into an impassioned, innovative, and thriving workplace.



Wake Up Your Call Center

Wake Up Your Call Center Author Rosanne D'Ausilio
ISBN-10 1557533873
Release 2005
Pages 212
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Annotation Fourth edition includes the Training Imperative, Self Service, Updated Statistics, and Expanded References.



The Loyalty Factor

The Loyalty Factor Author Dianne Durkin
ISBN-10 1453762698
Release 2010-10-21
Pages 240
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Though it may not be obvious, customer satisfaction and brand loyalty are directly connected to the passion and energy of an organization's employees. In The Loyalty Advantage, readers will learn how to create a loyalty-driven company and how to direct company culture and leadership to develop widespread employee enthusiasm. The book demonstrates how in-house dedication to employees translates naturally into superior customer service, which then creates brand loyalty. Filled with practical tips and proven strategies, the book shows readers how to: * create an environment that inspires passion for the brand and company loyalty * encourage employees to help craft and become invested in the company's vision and values * translate organizational values into superior products, customer service, and corporate profits. Using proven methods, The Loyalty Advantage shows how to create allegiance and translate it into bottom-line results.



Help Desk Management in a Week

Help Desk Management in a Week Author Jacqueline Chapman
ISBN-10 0340849746
Release 2003
Pages 96
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This book is aimed at the manager who has the task of providing support to customers. Whether you manage an internal help desk supporting information technology within your organisation or a helpline for product support, the key principles are the same. Topics covered include: Deciding what your help desk does; Recruiting and managing help desk staff; Performance measurement; Tools for improved help desk performance; Communications for improved customer satisfaction.



The Challenger Customer

The Challenger Customer Author Brent Adamson
ISBN-10 9781591848158
Release 2015
Pages 268
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Four years ago, the bestselling authors of The Challenger Sale overturned decades of conventional wisdom with a bold new approach to sales. Now their latest research reveals something even more surprising: Being a Challenger seller isn't enough. Your success or failure also depends on who you challenge. Picture your ideal customer: friendly, eager to meet, ready to coach you through the sale and champion your products and services across the organization. It turns out that's the last person you need. Most marketing and sales teams go after low-hanging fruit: buyers who are eager and have clearly articulated needs. That's simply human nature; it's much easier to build a relationship with someone who always makes time for you, engages with your content, and listens attentively. But according to brand-new CEB research--based on data from thousands of B2B marketers, sellers, and buyers around the world--the highest-performing teams focus their time on potential customers who are far more skeptical, far less interested in meeting, and ultimately agnostic as to who wins the deal. How could this be? The authors of The Challenger Customer reveal that high-performing B2B teams grasp something that their average-performing peers don't: Now that big, complex deals increasingly require consensus among a wide range of players across the organization, the limiting factor is rarely the salesperson's inability to get an individual stakeholder to agree to a solution. More often it's that the stakeholders inside the company can't even agree with one another about what the problem is. It turns out only a very specific type of customer stakeholder has the credibility, persuasive skill, and will to effectively challenge his or her colleagues to pursue anything more ambitious than the status quo. These customers get deals to the finish line far more often than friendlier stakeholders who seem so receptive at first. In other words, Challenger sellers do best when they target Challenger customers. The Challenger Customer unveils research-based tools that will help you distinguish the "Talkers" from the "Mobilizers" in any organization. It also provides a blueprint for finding them, engaging them with disruptive insight, and equipping them to effectively challenge their own organization.



Twitter Marketing

Twitter Marketing Author Hollis Thomases
ISBN-10 0470609397
Release 2009-12-30
Pages 504
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The complete guide to a successful Twitter marketing campaign Twitter is a microblogging service that's changing the way we communicate. Marketers recognize its value, and Twitter Marketing: An Hour a Day offers marketers, advertisers, brand managers, PR professionals, and business owners an in-depth guide to designing, implementing, and measuring the impact of a complete Twitter strategy. Expert author Hollis Thomases acquaints you with the Twitterverse, its conventions, and its fascinating demographics and statistics. She then teaches you step by step how to effectively craft successful branding and direct response strategies that can be scaled to any organization and its objectives. Twitter Marketing: An Hour a Day uses interesting case studies, success stories, anecdotes, and examples to demonstrate how to use Twitter metrics in order to inform strategic direction. You'll discover how top companies-large and small-have leveraged this exciting communications platform. Twitter has become a phenomenon with 32 million users, including major companies such as Apple, JetBlue, and CNN This step-by-step guide explains the demographics, shows how companies are using Twitter, and explains how to scale the approach to your enterprise The detailed coverage includes the basics for Twitter newcomers and explores all elements of a successful strategy Expert author Hollis Thomases shows how to set goals, develop and implement a plan, attract followers, and measure the impact of a campaign The in-depth book explains how to maintain momentum and explores such issues as contests, promotions, and crisis management Twitter Marketing: An Hour a Day is the ultimate guide to succeeding one tweet at a time!



The Cluetrain Manifesto

The Cluetrain Manifesto Author Rick Levine
ISBN-10 OCLC:851335612
Release 2011
Pages 298
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The Cluetrain Manifesto has been writing in one form or another for most of life. You can find so many inspiration from The Cluetrain Manifesto also informative, and entertaining. Click DOWNLOAD or Read Online button to get full The Cluetrain Manifesto book for free.



The Opt Out Effect

The Opt Out Effect Author Gerald E. Smith
ISBN-10 9780134191584
Release 2015-12-18
Pages 272
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&>will control your brand relationship, there’s only way to win: help them do it. The Opt-Out Effect shows you how. Marketing thought leader Gerald Smith brings together new research data, powerful strategies, and indispensable tools for implementing customer-centric brand management that supports today’s customers and earns their loyalty. You’ll master new digital brand management best practices hands-on, via realistic exercises and well-tested worksheets and templates you can use in your own environment. Nicholson and Smith ground their recommendations in evidence, unveiling important new research from Pitney Bowes and Kitewheel that illuminates the viewpoints of nearly 1,000 marketers and 1,000 consumers across several leading industries. Learn how to: Quantify what opt-out is costing your business in dollars and cents Control opt-out by empowering customers with opt-up, opt-down, and opt-in user preferences Reframe brand strategy as customer-centric, building on radically new assumptions, languages, and beliefs about marketing Use customer analytics to listen to, sense, and engage customers “in the moment” Apply customer-centric concepts such as Opt-Out Monetization, Customer-Driven Brand Loyalty, Customer-Driven Lifetime Value, and Customer-Driven Brand Equity Profitably empower customers to control their messaging, media, channels, offerings, and more Integrate your key customer relationship measures in a complete e-driven customer managed marketing framework that helps you clarify your goals, priorities, and performance



Wikinomics

Wikinomics Author Don Tapscott
ISBN-10 1440639485
Release 2008-04-17
Pages 368
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The acclaimed bestseller that's teaching the world about the power of mass collaboration. Translated into more than twenty languages and named one of the best business books of the year by reviewers around the world, Wikinomics has become essential reading for business people everywhere. It explains how mass collaboration is happening not just at Web sites like Wikipedia and YouTube, but at traditional companies that have embraced technology to breathe new life into their enterprises. This national bestseller reveals the nuances that drive wikinomics, and share fascinating stories of how masses of people (both paid and volunteer) are now creating TV news stories, sequencing the human gnome, remixing their favorite music, designing software, finding cures for diseases, editing school texts, inventing new cosmetics, and even building motorcycles.



Rules of Engagement

Rules of Engagement Author Carolyn Swora
ISBN-10 1988179351
Release 2018-02-26
Pages 226
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Carolyn Swora draws on 20 years' experience as a senior leader in a highly volatile industry to present a new way of thinking, leading, and working that addresses the complexity and overwhelm of modern working life so that your employees can develop new skills to thrive in this workplace of today.



Social Media Metrics

Social Media Metrics Author Jim Sterne
ISBN-10 047062258X
Release 2010-03-18
Pages 256
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The only guide devoted exclusively to social media metrics Whether you are selling online, through a direct sales force, or via distribution channels, what customers are saying about you online is now more important than your advertising. Social media is no longer a curiosity on the horizon but a significant part of your marketing mix. While other books explain why social media is critical and how to go about participating, Social Media Metrics focuses on measuring the success of your social media marketing efforts. Success metrics in business are based on business goals where fame does not always equate to fortune. Read this book to determine: Why striving for more Twitter followers or Facebook friends than the competition is a failing strategy How to leverage the time and effort you invest in social media How to convince those who are afraid of new things that social media is a valuable business tool and not just a toy for the overly-wired Knowing what works and what doesn't is terrific, but only in a constant and unchanging world. Social Media Metrics is loaded with specific examples of specific metrics you can use to guide your social media marketing efforts as new means of communication.



The Joy of the Gospel

The Joy of the Gospel Author Pope Francis
ISBN-10 9780553419542
Release 2014-10-07
Pages 224
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The perfect gift! A specially priced, beautifully designed hardcover edition of The Joy of the Gospel with a foreword by Robert Barron and an afterword by James Martin, SJ. “The joy of the gospel fills the hearts and lives of all who encounter Jesus… In this Exhortation I wish to encourage the Christian faithful to embark upon a new chapter of evangelization marked by this joy, while pointing out new paths for the Church’s journey in years to come.” – Pope Francis This special edition of Pope Francis's popular message of hope explores themes that are important for believers in the 21st century. Examining the many obstacles to faith and what can be done to overcome those hurdles, he emphasizes the importance of service to God and all his creation. Advocating for “the homeless, the addicted, refugees, indigenous peoples, the elderly who are increasingly isolated and abandoned,” the Holy Father shows us how to respond to poverty and current economic challenges that affect us locally and globally. Ultimately, Pope Francis demonstrates how to develop a more personal relationship with Jesus Christ, “to recognize the traces of God’s Spirit in events great and small.” Profound in its insight, yet warm and accessible in its tone, The Joy of the Gospel is a call to action to live a life motivated by divine love and, in turn, to experience heaven on earth. Includes a foreword by Robert Barron, author of Catholicism: A Journey to the Heart of the Faith and James Martin, SJ, author of Jesus: A Pilgrimage From the Hardcover edition.



The Loyalty Leap

The Loyalty Leap Author Bryan Pearson
ISBN-10 9781101572283
Release 2012-05-10
Pages 272
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Collecting data is easy for marketers. Figuring out what to do with it is hard. Technology has made it almost routine for com­panies to know exactly when, where, and how their customers shop, both online and off. As soon as someone pulls out a credit card—or even better, a membership rewards card—the data floodgates open. United Airlines knows if you think it’s worth $25 to check a suitcase. Verizon knows how often you call your mom. Hilton knows if you prefer a higher floor and a room away from the elevator. But after gathering and crunching all this cus­tomer data most companies have little or no idea how to use it. They either let it go to waste or abuse it with ill-considered, irrelevant, or even creepy marketing pitches. There’s a much better option, as Bryan Pearson has discovered after twenty years of studying the hidden patterns of consumer behavior. It really is possible to turn customer information into customer intimacy— systematically, efficiently, and without invading anyone’s privacy. And intimacy is the key to long-term loyalty, growth, and profits. As Pearson writes: Customers can only be acquired, churned, and reactivated so many times before they tire of your brand. There is a proven marketing equation in which customers willingly share information with you in the expectation of being better served and valued during future transactions. Capitaliz­ing on that equation is our business responsibility. The Loyalty Leap will give you the tools to per­suade customers to share more information in their own best interests. And it will help you make sense of all that data to build strong cus­tomer relationships. It also shares compelling examples, including: How Shell increased sales while reducing its network of gas stations by giving its best customers incentives to buy from another location. How GameStop offers its PowerUp Rewards members access to such events as the Comic-Con convention. How McDonald’s in Finland used location-based marketing to send special offers to customers near one of its locations, with a 40 percent response rate. How Caesars Entertainment uses data from its 40 million Total Rewards members to draw complete customer profiles, resulting in increased visits. Pearson believes this is one of the most exciting times in the history of marketing, and that loyalty marketing will be increasingly essential for years to come. His book will take you behind the cur­tain to show how the best companies are doing it.