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The must-read summary of Michael Treacy and Fred Wiersema's book: "The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market".
This complete summary of the ideas from Michael Treacy and Fred Wiersema's book "The Discipline of Market Leaders" shows how it is important for companies to select a unique value to deliver to customers in order to be truly successful. The authors explains the three key value disciplines...
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The must-read summary of Shep Hyken's book: "The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience".
This complete summary of the ideas from Shep Hyken's book "The Amazement Revolution" shows that customer service isn't a department within a company — it's everything the company does. If you can amaze your customers, they will become addicted to doing business with you or, more specifically,...
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The must-read summary of Bernhard Schroeder's book: "Fail Fast or Win Big: The Start-Up Plan for Starting Now".
This complete summary of the ideas from Bernhard Schroeder's book "Fail Fast or Win Big" shows that the traditional approach to business plans used by entrepreneurs is outdated, as markets evolve too quickly nowadays. This means it is necessary to have a business plan that is being constantly adapted to suit the current market. The author...
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The must-read summary of Michael Watkins' book: "Shaping the Game: The New Leader's Guide to Effective Negotiating".
This complete summary of the ideas from Michael Watkins' book "Shaping the Game" shows that the only real source of business momentum comes from effective negotiation with others: the most powerful leaders are always the most successful negotiators. In his book, the author explains that good negotiators are always aware of four key...
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Put the Customer First Every Day".
This summary of the ideas from Michael Basch's book "Customer Culture" shows how building a business that focuses exclusively on what the customer wants requires the right systems to be put in place so that the company consistently acts to achieve that goal. In his book, the author explains that the behavior of employees is an extension of the company's prevailing culture and beliefs, and this needs to be tackled...
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The must-read summary of Laurence Haughton's book: "It's Not What You Say...It's What You Do: How Following Through at Every Level Can Make or Break Your Company".
This complete summary of the ideas from Laurence Haughton's book "It's Not What You Say...It's What You Do" looks at the credibility gap between what companies say and what they do, and explains the damage that is done when they don't follow through. In his book, the author explains how...
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The must-read summary of Terry Bacon and David Pugh's book: "Winning Behavior: What the Smartest, Most Successful Companies Do Differently".
This complete summary of the ideas from Terry Bacon and David Pugh's book "Winning Behavior" shows that winning companies treat their customers better than anyone else. In this way, they earn what can be termed as "behavioural differentiation". In their book, the authors explain that behavioural differentiation...
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This complete summary of the ideas from Andy Sernovitz's book "Word of Mouth Marketing" shows how this type of marketing isn't really about the marketers, or even marketing itself. It's all about creating happy customers and making them your best advertisers. In his book, the author explains the characteristics that make word of mouth marketing great for your business and why you should focus on the happiness of your customers in order to drive sales.
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The must-read summary of Richard C. Whiteley's book: "The Customer Driven Company: Moving from Talk to Action".
This complete summary of the ideas from Richard C. Whiteley's book "The Customer Driven Company" shows that customer satisfaction is the key to a long-term, successful business. In his book, the author explains the seven fundamentals of a customer driven business. Successful companies will create a consumer vision, treat their feedback...
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The must-read summary of C. Richard Weylman's book: "The Power of Why: Breaking Out in a Competitive Marketplace".
This complete summary of the ideas from C. Richard Weylman's book "The Power of Why" shows that the conventional approach to selling was developing a Unique Selling Proposition. In this book, the author suggests that a better idea would be to develop a Unique Value Promise instead, which articulates the value, personal benefits and the...
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The must-read summary of Robert Bloom's book: "The New Experts: Win Today's Newly Empowered Customers at Their 4 Decisive Moments".
This complete summary of the ideas from Robert Bloom's book "The New Experts" presents the four key customer contact moments: first contact, transaction, continued use of the product and advocacy (repeat customers). In his book, the author explains very specific ways that businesses can enhance customer encounters. This...
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This complete summary of the ideas from Robbie Kellman Baxter's book "The Membership Economy" highlights the fact that more and more corporate giants (like Apple and Amazon) are re-thinking their business models to go from selling individual products to offering memberships. These memberships generate recurring revenues and allow the customer to build a relationship with the company. Thanks to social media, it is now easier than ever for organisations...
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The must-read summary of Guy Kawasaki's book: "Enchantment: The Key to Attracting People to Your Company".
This complete summary of the ideas from Guy Kawasaki's book "Enchantment" shows that even if you have an insanely great mousetrap, the world will not beat a path to your door. Everyone's busy doing their own thing. In practice, the greater your mousetrap is, the harder it will be to get people to embrace it because it will be so different to...
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The must-read summary of Patricia Seybold's book: "Outside Innovation: How Your Customers Will Co-Design Your Company's Future".
This complete summary of the ideas from Patricia Seybold's book "Outside Innovation" shows how the best way to innovate today is to open up your business to your most passionate customers and let them become an integral part of your overall innovation process. This "outside in" approach to innovation is even better than...
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The must-read summary of Robert Hiebeler, Thomas Kelly and Charles Ketteman's book: "Best Practices: Building Your Business With Customer-Focused Solutions".
This complete summary of the ideas from Robert Hiebeler, Thomas Kelly and Charles Ketteman's book "Best Practices" shows a research project to identify specifically what world-class companies do better than anyone else. Six business processes were identified and labeled ''best practices" because...
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The must-read summary of Cindy Alvarez's book: "Lean Customer Development: Building Products Your Customers Will Buy".
This complete summary of the ideas from Cindy Alvarez's book "Lean Customer Development" demonstrates how traditional companies develop a new product and then look for ways to market it. According to Alvarez, a better approach is 'Lean Customer Development', which identifies a customer need and then creates a product to satisfy it....
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The must-read summary of Scott McKain's book: "What Customers Really Want: How to Bridge the Gap Between What Your Organization Offers and What Your Clients Crave".
This complete summary of the ideas from Scott McKain's book "What Customers Really Want" shows that there is a fundamental disconnection between what customers really want and what businesses currently offer. Customers want a personal connection with the people and the organisations they...
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The must-read summary of Frederick Newell's book: "Loyalty.
Com: Customer Relationship Management in the New Era of Internet Marketing".
This complete summary of the ideas from Frederick Newell's book "Loyalty.
Com" shows how Customer Relationship Management is the process of making it easier and easier for customers to do business with you because you understand what they need better than anyone else. In his book, the author demonstrates some...
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This complete summary of the ideas from Glen Urban's book "Don't Just Relate - Advocate" shows how the best way to grow your business today is not by improving your marketing, but by advocating for your customers. In his book, the author explains how earning and retaining your customers' trust means they will remain loyal customers in the future and will recommend you to their friends and family. This summary details exactly how you can act as an...
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The must-read summary of Ram Charan's book: "What the Customer Wants You to Know: How Everybody Needs to Think About Sales Differently".
This complete summary of the ideas from Ram Charan's book "What the Customer Wants You to Know" reveals that the traditional sales process is broken. Customers today have so many choices that if all you focus on is price, the only thing you can do is keep lowering your prices until it gets to a stage where you're...
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