Customer Service: Books & eBooks

Be Amazing or Go Home by Shep Hyken Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn't an out-of-reach goal. In fact, amazement is a habit that anyone can master-and Shep Hyken knows the tricks to making it your own.In Be Amazing or Go Home, Shep shares the secrets behind making his motto "Always Be Amazing!" an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game, including:¿Showing up ready to be amazing¿Being proactive¿Craving feedback¿Taking responsibility¿Embracing authenticity¿Focusing on excellence¿Turning misery into magicOnce you master these habits, you'll be able to create trust, build stronger relationships, make sales, advance your career, and more. Now is the time to step out of the ordinary and step into amazing.

Building Brand Communities by Carrie Melissa Jones; Charles Vogl An authentic brand community is more than just people buying your product or working alongside one another. This book articulates the critical roles of mutual concern, common values, and shared experiences in creating fiercely loyal customer and collaborator relationships.  Smart organizations know that creating communities is the key to unlocking unprecedented outcomes. But too many mistakenly rely on superficial transactional relationships as a foundation for community, when really people want something deeper. Carrie Melissa Jones and Charles Vogl argue that in an authentic and enriching community, members have mutual concern for one another, share personal values, and join together in meaningful shared experiences, whether online or off. On the deepest level, brands must help members grow into who they want to be.  Jones and Vogl present practices used by global brands like Yelp, Etsy, Twitch, Harley Davidson, Salesforce, Airbnb, Sephora, and others to connect in a meaningful way with the people critical for their success. They articulate how authentic communities can serve organizational goals in seven different areas: innovation, talent recruitment, customer retention, marketing, customer service, building transformational movements, and creating community forums. They also reveal principles to grow a new brand community to critical mass. This is the first comprehensive guide to a crucial differentiator that gives organizations access to untapped enthusiasm and engagement.

The Real-Time Revolution by Jerry Powe Time has become a precious commodity, so business leaders who can save their customers' time more effectively than competitors do will win their loyalty. This book shows how it's done. Business survival requires valuing what customers value--and in our overworked and distraction-rich era, customers value their time above all else. Real-time companies beat their rivals by being faster and more responsive in meeting customer needs. To become a real-time company, as top scholars Jerry Power and Tom Ferratt explain, you need a real-time monitoring and response system. They offer detailed advice on how to put procedures in place that will collect data on how well products or services are saving customer time; identify strengths, weaknesses, threats, and opportunities; and specify innovations needed to save even more customer time. Where should leaders look to innovate? Powers and Ferratt say to search every step in the life of a product or service, from development to production to usage. And for each step, they identify four possible levers for innovation: the design of the products or services themselves, the process used to produce them, the data that can be gathered on their use, and the people who make or provide the product or service. The book features dozens of examples of companies that are getting it right and the innovations they used to help their customers save time, all while helping themselves to a hefty slice of market share. This is a comprehensive, authoritative guide to thriving in a revolution that is sweeping every industry and sector.

Rockstar Service. Rockstar Profits by David Brownlee RockStar Service, Rockstar Profits reveals a new, fast, easy way to increase revenues, grow a business, and create loyal customers for life. Imagine for a moment that your favorite artist, musician, group or rock star came into your office or called you today requesting your product or service. What would you say to them? What would you do to serve them? Now ask yourself: When was the last time I treated a customer or a client like a rock star? What would it do for your business if you treat every customer and client like a rock star? Rockstar Service, Rockstar Profits shows business owners, executives, customer service reps, and others a more effective way for their team to deliver world-class, rockstar customer service to their customers. Inside, business coach David Brownlee teaches how to build rapport in 60 seconds or less, create customized customer service strategies to implement immediately, and how to look at customers in a new light. Rockstar Service, Rockstar Profits reveals how to increase revenues, grow a business, and create raving fans--clients that will never leave.