This Element is an excerpt from Do You Matter?: How Great Design Will Make People Love Your Company by Robert Brunner and Stewart Emery, available in print and digital formats.Lessons from the legendary Harley-Davidson: build a brand experience that takes on a life of its own! There is a rumble: the deep-throated growl of 20 engines headed this way. Around the bend they come, two wheels each, glittering in the sun. Mom clutches the kids close. Then something strange happens. The bikers pull up, one by one, their bikes organized and shiny. They hug, joke, compare bikes. 1. Language: English. Narrator: Jennifer Van Dyck. Audio sample: http://samples.audible.de/bk/adbl/002099/bk_adbl_002099_sample.mp3. Digital audiobook in aax.
Most companies still operate as if they control their customers. But, in today´s market, it´s really the other way around. Customer CEO confronts the new market reality that customers choose which companies to do business with completely on their own terms. This effectively inverts the power, control, and direction of decision-making; to survive in this new landscape, organizations must quickly adapt. Author Chuck Wall explores the nine powers customer possess - including ´´the power of me,´´ ´´the power of the heart,´´ and ´´the power of rebellion´´ - and how companies can profit by understanding the power of their customers. Based on more than a decade of firsthand experience and over 100,000 customer interviews, Customer CEO provides every size company with a roadmap of fresh ideas and easy to use tools, while exploring three-dozen companies that embrace the power of their customers. By listening to this audiobook, every leader can transform their business into a Customer CEO company. 1. Language: English. Narrator: Dana Hickox. Audio sample: http://samples.audible.de/bk/gdan/001169/bk_gdan_001169_sample.mp3. Digital audiobook in aax.
An audiobook companion to the Slow Down, Sell Faster! sales training program Is your sales process in sync with today´s decision makers? For years the focus in sales organizations has been on the selling process. No surprise, therefore, that the single biggest mistake that salespeople make is getting ahead of the buyer. They´re ready for a close when the customer isn´t even clear about their needs or options. Which leads to - a lost sale! But tomorrow´s sales winners will be those who master today´s psychology of buying. Getting into Your Customer´s Head: The 8 Roles of Customer-Focused Selling shows salespeople how to approach selling from the buyer´s perspective. Kevin F. Davis has identified eight distinct steps that today´s more demanding customers go through when making a decision - the ´´Buy-Learning Process´´. He matches buy-learning with eight ´´Roles of Selling´´ that enable salespeople to get closer to prospects and customers in ways far superior to the competition. The result: more sales and more repeat business with long-term ´´client advocates´´ who´ll bring even more business to you. You´ll discover how to master the politics of the complex sale, how to sequence questions in a new and powerful way that eliminates price objections, how to penetrate and grow your key accounts, and how to take the mystery out of why customers don´t buy. 1. Language: English. Narrator: Kevin Davis. Audio sample: http://samples.audible.de/bk/gren/000039/bk_gren_000039_sample.mp3. Digital audiobook in aax.
Many organisations chase the Holy Grail of obtaining new customers, spending time, money, and energy on winning them only to provide them with a service or product that, quite frankly, is inferior. What a waste! If we do not look after our customers then someone else will. In addition, those dissatisfied customers will tell others about their experience, and once an organisation gains a negative reputation, it is extremely difficult to change it. Having a good reputation for excellent service and products is one very successful way of building a competitive advantage. This audiobook looks at how you can win more business by retaining customers and gaining recommendations from them; how to satisfy your customers needs; how to develop an effective customer-service policy; how to use positive behaviour and attitude to win more business; how to build a better rapport with your customers; and how to handle anger, complaints, and difficult customers and turn them into satisfied customers. 1. Language: English. Audio sample: http://samples.audible.de/bk/summ/000014/bk_summ_000014_sample.mp3. Digital audiobook in aax.
Customers demystified! The truth and nothing but the truth! Simply the best thinking on how you can move customers to buy... buy more... and keep on buying! Includes: The truth about what customers really want, think, and feel The truth about keeping current customers happy and loyal The truth about the newest trends and advances in consumer behavior This book reveals 50 bite-size, easy-to-use techniques for finding and keeping highly profitable customers. 1. Language: English. Narrator: Tim Lundeen. Audio sample: http://samples.audible.de/bk/acx0/000196/bk_acx0_000196_sample.mp3. Digital audiobook in aax.
Customer relationship management is of a great use to the multilevel business arrangement. Its use can be dated back to the era of preindustrialisation, when its need was found for keeping track about the needs and demands of the customer. Many advancements were made since that time, but the term CRM was finally identified in 2005. To date the CRM continuously gets updated with the recent technological advancements made in the software department. This makes the CRM endowed with best of the features to date. The CRM even keeps a database consisting of information about its customers´ personal details as well as the details about the purchasing interests of the customer, such as likes and dislikes for an item, purchasing history, etc. Apart from this, the company also tries to maintain communication through social media platforms to keep themselves updated with the experiences of the customers about the use of their product. It is also essential for maintaining relationship with their customers (new or old), which reflects upon the organization’s final output value. There is a wide application of customer relationship management in certain fields, and its scope remains wide. 1. Language: English. Narrator: Andrea Giordani. Audio sample: http://samples.audible.de/bk/acx0/123213/bk_acx0_123213_sample.mp3. Digital audiobook in aax.
Customer Loyalty provides the world´s leading tools, strategies, and principles from the world´s leading strategic business professionals. These are the systems and practices real world entrepreneurs and business leaders are using every day in their businesses to increase their customer loyalty and the overall lifetime value of their customers. 1. Language: English. Narrator: Scott Clem. Audio sample: http://samples.audible.de/bk/motv/000027/bk_motv_000027_sample.mp3. Digital audiobook in aax.
Popular speaker and consultant Joey Coleman talks to companies all over the country about how to turn a one-time purchase into a lifelong customer. Coleman´s theory of customer loyalty is that it´s not about getting the sale: It´s about the 100 days after the sale. During that brief window, as quickly as the customer experiences joy, euphoria, and excitement, buyer´s remorse sets in. Twenty to 70 percent of newly acquired customers won´t make another purchase because a company neglected them at the exact moment they needed affirmation. Coleman offers a system designed to dramatically increase customer retention and as a result, the bottom line. He identifies eight distinct emotional needs customers undergo during the 100 days following a purchase, whether it´s as small as a new drink at Starbucks or as big as a house. If you can understand and anticipate these phases, you can use a myriad of techniques - in-person, email, mail, and video - to cement a long and valuable partnership. For instance: In the ´´Acclimate´´ stage, customers need language or totems that make them feel like part of a tribe. Take the software group that had to teach nontechnical users a fairly complex installation process. They turned the installation manual into beautiful puzzle that could be displayed when completed. In the ´´Adopt´´ stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognition. For instance, Sephora´s VIB Rogue member welcome gift is a metallic card (private recognition) and a members-only shade of lipstick (for public display). By the final stage, ´´Advocate´´, customers have embraced tribal membership and are primed to offer powerful referrals. That´s why Dropbox waits until a free trial has expired before offering hefty bonuses for referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies to in... 1. Language: English. Narrator: Joey Coleman. Audio sample: http://samples.audible.de/bk/peng/003930/bk_peng_003930_sample.mp3. Digital audiobook in aax.
Who do you want your customers to become? According to MIT innovation expert and thought leader Michael Schrage, if you aren’t asking this question, your strategic marketing and innovation efforts will fail. In this latest HBR Single, Schrage provides a powerful new lens for getting more value out of innovation investment. He argues that asking customers to do something different doesn’t go far enough - serious marketers and innovators must ask them to become something different instead. Even more, you must invest in their capabilities and competencies to help them become better customers. Schrage’s primary insight is that innovation is an investment in your client, not just a transaction with them. To truly innovate today, designing new products or features or services won’t get you there. Only by designing new customers - thinking of their future state, being the conduit to their evolution - will you transform your business. Marketing executives, brand managers, strategic innovators, and entrepreneurs alike should understand how successful innovation rebrands the client and not the product. A requisite question for its time, Who Do You Want Your Customers To Become will liberate you and your team from ‘innovation myopia’ - and turn your innovation efforts on their head. 1. Language: English. Narrator: Erik Synnestvedt. Audio sample: http://samples.audible.de/bk/gdan/000766/bk_gdan_000766_sample.mp3. Digital audiobook in aax.
She´s tied to the shop for a crime she didn´t do, serving customers their wishes and nightmares, searching for the three missing puzzle pieces as she does so. Though it may take her years, she´s determined to win her freedom before she becomes just another unwitting customer. 1. Language: English. Narrator: Errika Mason. Audio sample: http://samples.audible.de/bk/acx0/013776/bk_acx0_013776_sample.mp3. Digital audiobook in aax.