{"title":"Customer Relations","description":null,"products":[{"product_id":"bag-the-elephant-how-to-win-and-keep-big-customers","title":"Bag the Elephant!: How to Win and Keep Big Customers","description":"\u003cp\u003eBag the Elephant! is more than a strategy book; it's packed with proven guidelines, tools, and techniques. Throughout the book you'll find stories, derived from the author's real-world experience, that show you how to put the strategy to work., ISBN13: 9781885167620 ISBN10: 1885167628 Material Type: hardcover\u003c\/p\u003e","brand":"CheapBookDepot","offers":[{"title":"Default Title","offer_id":46111617679523,"sku":"A_05-16-25_H0000F9I","price":18.62,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0607\/9227\/5107\/files\/91mxpAfCMCL.jpg?v=1754631989"},{"product_id":"exceptional-service-exceptional-profit-the-secrets-of-building-a-five-star-customer-service-organization","title":"Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization","description":"\u003cp\u003e\"Filled with treasure and big ideas, this book will help you become exceptional.\" - SETH GODIN\u003c\/p\u003e\n\n\u003cp\u003eIn a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become \"walking billboards\" who will happily promote your brand. In Exceptional Service, Exceptional Profit insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Their anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's entertainment and technology company Oasis, and has since proven itself in countless companies around the globe from luxury giant BVLGARI to value-sensitive auto parts leader Carquest, and everywhere in between. Now, readers can take the techniques that minted money for these brands and apply them directly to their own businesses. As Ken Blanchard writes, \"Leonardo and Micah's philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization.\" Filled with detailed, behind-the-scenes examples, the book unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.\u003c\/p\u003e\n\n\u003cp\u003eHonors received:\u003cbr\u003e\n* A Jack Covert Selection\u003cbr\u003e\n* CEO Refresher Top Ten Best Business Book of the Year\u003cbr\u003e\n* 800-CEO-READ Business Book of the Year Awards Shortlist winner\u003cbr\u003e\n* Philadelphia Bulletin \"Must Read\" business book\u003cbr\u003e\n* Book of the Month, Las Vegas Women's REALTOR®\u003cbr\u003e\n* DearReader.com Business Book Club Selection\u003cbr\u003e\n* Shanghai Daily Press #1 U.S. Business Book\u003c\/p\u003e\n\n\u003cp\u003e\"If you want to deliver a superior client experience, then have every employee read this book. That's what we've done. This volume is simply that profound, that good.\" Jim S. Miller, President, Prime Performance, ISBN13: 9780814415382 ISBN10: 0814415385 Material Type: hardcover\u003c\/p\u003e","brand":"CheapBookDepot","offers":[{"title":"Default Title","offer_id":46115073425571,"sku":"TN_STR_H00006S3","price":15.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0607\/9227\/5107\/files\/71L9gkWDMAL.jpg?v=1754740381"},{"product_id":"driving-customer-equity-how-customer-lifetime-value-is-reshaping-corporate-strategy","title":"Driving Customer Equity : How Customer Lifetime Value is Reshaping Corporate Strategy","description":"\u003cp\u003eIn their efforts to become more customer-focused, companies everywhere find themselves entangled in outmoded systems, metrics, and strategies rooted in their product-centered view of the world. Now, to ease this shift to a customer focus, marketing strategy experts Roland T. Rust, Valarie A. Zeithaml, and Katherine N. Lemon have created a dynamic new model they call \"Customer Equity\", a strategic framework designed to maximize every firm's most important asset, the total lifetime value of its customer base. The authors' Customer Equity Framework yields powerful insights that will help any business increase the value of its customer base. Rust, Zeithaml, and Lemon introduce the three drivers of customer equity - Value Equity, Brand Equity, and Retention Equity - and explain in clear, nontechnical language how managers can base their strategies on one or a combination of these drivers. The authors demonstrate in this breakthrough book how managers can build and employ competitive metrics that reveal their company's Customer Equity relative to their competitors. Based on these metrics, they show how managers can determine which drivers are most important in their industry, how they can make efficient strategic trade-offs between expenditures on these drivers, and how to project a financial return from these expenditures. The final section devotes two chapters to the Customer Pyramid, an approach that segments customers based on their long-term profitability, and an especially important chapter examines the Internet as the ultimate Customer Equity tool. Here the authors show how companies such as Intuit.com, Schwab.com, and Priceline.com have used more than one or all three drivers to increase Customer Equity. In this age of one-to-one marketing, understanding how to drive Customer Equity is central to the success of any firm. In particular, Driving Customer Equity will be essential reading for any marketing manager, ISBN13: 9780684864662 ISBN10: 0684864665 Material Type: paperback\u003c\/p\u003e","brand":"CheapBookDepot","offers":[{"title":"Default Title","offer_id":46124561924259,"sku":"A-STR_UBD_H0000P4J","price":9.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0607\/9227\/5107\/files\/61LQU-o0D1L.jpg?v=1754813087"},{"product_id":"whats-the-secret-to-providing-a-world-class-customer-experience","title":"What's the Secret?: To Providing a World-Class Customer Experience","description":"\u003cp\u003eWhat's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers., ISBN13: 9780470196120 ISBN10: 0470196122 Material Type: hardcover\u003c\/p\u003e","brand":"CheapBookDepot","offers":[{"title":"Default Title","offer_id":46124632047779,"sku":"TN_STR_UBD_H0000XHI","price":10.91,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0607\/9227\/5107\/files\/61WF5lOB1lL.jpg?v=1754816409"},{"product_id":"tn_str_ubd_h0000wqe","title":"The Discipline Of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market","description":"\u003cp\u003eThe consulting firm that produced Reengineering the Corporation offers a strategy for reinventing competitiveness that focuses on one value discipline--customer intimacy, product leadership, or operational excellence--to outshine the competition. 250,000 first printing. $175,000 ad\/promo. Tour., ISBN13: 9780201406481 ISBN10: 0201406489 Material Type: hardcover\u003c\/p\u003e","brand":"CheapBookDepot","offers":[{"title":"Default Title","offer_id":46124697616547,"sku":"TN_STR_UBD_H0000WQE","price":10.8,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0607\/9227\/5107\/files\/81i_mdG-H9L.jpg?v=1754819458"},{"product_id":"nc-str_ubd_h0000o4f","title":"Social Media for the CEO: The Why and ROI of Social Media for the CEO of Today and Tomorrow","description":"\u003cp\u003eCan social media help grow your business? Yes! The Social Media Equation, a proven strategy for approaching social media content and implementation, in this book will unlock exponential growth within your organization. Social Media for the CEO also includes 14 case studies of both small and large companies in a variety of industries, such as Lane Bryant, Mayo Clinic, and General motors. Facebook, Twitter, LinkedIn, YouTube, and other social media platforms are changing how our world communicates. This book dispels the myths and reveals secrets on how to use social media as an effective business and marketing tool, ISBN13: 9780615393063 ISBN10: 0615393063 Material Type: hardcover\u003c\/p\u003e","brand":"CheapBookDepot","offers":[{"title":"Default Title","offer_id":46124784976035,"sku":"NC-STR_UBD_H0000O4F","price":12.86,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0607\/9227\/5107\/files\/412wejoHvEL.jpg?v=1754824244"},{"product_id":"a_06-05-25_h0000hsu","title":"Rules to Break and Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism","description":"Praise for Rules to Break \u0026amp; Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism\n\"A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, Rules to Break and Laws to Follow persuasively shows the connection between customer trust and business profits, and then explains how to make it happen. As a bonus, you'll learn how to make your company more innovative, how to ensure your employees actually enjoy what they're doing, and how to deal with the kinds of service and quality breakdowns that occasionally plague any company, even a well-managed one. This book should be on your required reading list.\"\n―Stephen M. R. Covey, bestselling author of The Speed of Trust: The One Thing That Changes Everything\n\"Over the years, Peppers and Rogers have given me valuable advice about navigating the changing business landscape. This book is a must-read for managers who want to empower their employees and customers to?make change their ally.\"\n―Jim McCann, founder and CEO of 1-800-FLOWERS.COM\n\"Highly readable and entertaining. Make sure everybody in your firm reads this book by last Friday.\"\n―Dror Pockard, CEO of eglue\n\"In a time when most companies are built to flip, Peppers and Rogers have planted a stake in the ground to help you survive past the next round of financing or consumer fad. Knowing what rules to break is arguably even more important than what laws to follow, and this book imparts knowledge for both.\"\n―Guy Kawasaki, cofounder of Truemors and author of The Art of the Start\n\"Peppers and Rogers have created the unthinkable: an enjoyable wake-up call! Their book serves up one compelling and provocative idea after another, and the authors enjoy debunking some of our most deeply ingrained business beliefs. Read this book and your customers will thank you.\"\n―Dan Heath, coauthor of Made to Stick: Why Some Ideas Survive and Others Die, ISBN13: 9780470227541 ISBN10: 0470227540 Material Type: hardcover","brand":"CheapBookDepot","offers":[{"title":"Default Title","offer_id":46124881772707,"sku":"A_06-05-25_H0000HSU","price":13.13,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0607\/9227\/5107\/files\/714vLFBYvZL.jpg?v=1754829865"},{"product_id":"u2-22-6-sign_05-26-25_art_h000097g","title":"The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists","description":"\u003cp\u003eIn today’s competitive business climate, you can’t just satisfy your customers. You have to be better than that, giving them experiences that they won’t forget. Author Shep Hyken has spent twenty-five years studying great companies and the evangelists they create. In The Cult of the Customer, Hyken shows how to design a strategy that leads both customers and employees through five distinct cultural phases – from \"uncertainty\" to \"amazement.\" By presenting dozens of case studies that show how great companies made this journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer – and shows how you can do it too.\u003cbr\u003e\nHyken’s message is both powerful and timely: the happier your customers and employees are, the more successful your company will be. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists., ISBN13: 9780470404829 ISBN10: 0470404825 Material Type: hardcover\u003c\/p\u003e","brand":"CheapBookDepot","offers":[{"title":"Default Title","offer_id":46124883738787,"sku":"U2.22.6 SIGN_05-26-25_ART_H000097G","price":33.16,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0607\/9227\/5107\/files\/61YedJEkH1L.jpg?v=1754830007"},{"product_id":"a_06-11-25_h0000jca","title":"Delivering Happiness: A Path to Profits, Passion, and Purpose","description":"\u003cp\u003eThe visionary CEO of Zappos explains how an emphasis on corporate culture can lead to unprecedented success.\u003cbr\u003e\nPay new employees $2000 to quit. Make customer service the entire company, not just a department. Focus on company culture as the #1 priority. Apply research from the science of happiness to running a business. Help employees grow both personally and professionally. Seek to change the world. Oh, and make money too.\u003cbr\u003e\nSound crazy? It's all standard operating procedure at Zappos.com, the online retailer that's doing over $1 billion in gross merchandise sales every year.\u003cbr\u003e\nIn 1999, Tony Hsieh (pronounced Shay) sold LinkExchange, the company he co-founded, to Microsoft for $265 million. He then joined Zappos as an adviser and investor, and eventually became CEO.\u003cbr\u003e\nIn 2009, Zappos was listed as one of Fortune magazine's top 25 companies to work for, and was acquired by Amazon later that year in a deal valued at over $1.2 billion on the day of closing.\u003cbr\u003e\nIn his first book, Tony shares the different business lessons he learned in life, from a lemonade stand and pizza business through LinkExchange, Zappos, and more. Ultimately, he shows how using happiness as a framework can produce profits, passion, and purpose both in business and in life. (edited by author), ISBN13: 9780446563048 ISBN10: 0446563048 Material Type: hardcover\u003c\/p\u003e","brand":"CheapBookDepot","offers":[{"title":"Default Title","offer_id":46124905103523,"sku":"A_06-11-25_H0000JCA","price":21.83,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0607\/9227\/5107\/files\/61OlQgTZH9L.jpg?v=1754831157"},{"product_id":"the-customer-driven-company-moving-from-talk-to-action","title":"The Customer-Driven Company: Moving from Talk to Action","description":"\u003cp\u003eRated by Fortune Magazine as one of the best management books of 1991, this instant business classic and bestseller is now recognized as the Bible of customer service., ISBN13: 9780201608137 ISBN10: 0201608138 Material Type: paperback\u003c\/p\u003e","brand":"CheapBookDepot","offers":[{"title":"Default Title","offer_id":46126588919971,"sku":"A-STR_UBD_H0000QM3","price":10.69,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0607\/9227\/5107\/files\/81tLWAElgFL.jpg?v=1754894979"}],"url":"https:\/\/usedbookdepot.com\/collections\/customer-relations.oembed","provider":"Used Book Depot","version":"1.0","type":"link"}