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.

The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.

In a tight market, your most powerful growth engine - and your best protection from competitive inroads - is this: Put everything 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.

In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t. Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive.

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service.

Tilman Fertitta, also known as the Billion Dollar Buyer, started his hospitality empire 30 years ago with just one restaurant. So he knows the challenges that business owners face, as well as the common pitfalls that cause them to go under. Over the years, he’s stayed true to the principles that helped him scale his business to what is believed to be the largest single-shareholder company in America, with more than four billion dollars in revenue. He’s also sole owner of the Houston Rockets. In Shut Up and Listen!, he shares the key insights that made it all possible.

Getting to Yes is a straightorward, universally applicable method for negotiating personal and professional disputes without getting taken - and without getting angry. It offers a concise, step-by-step, proven strategy for coming to mutually acceptable agreements in every sort of conflict - whether it involves parents and children, neighbors, bosses and employees, customers or corporations, tenants or diplomats.

To build a successful business, you need to stop doing random acts of marketing and start following a reliable plan for rapid business growth. Traditionally, creating a marketing plan has been a difficult and time-consuming process, which is why it often doesn’t get done.

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.

John C. Maxwell delves into the process of becoming a successful leader by examining how questions can be used to advantage. What are the questions leaders should ask themselves? What questions should they ask members of their team? He then responds to the toughest problems leaders have presented to him. Using social media, Maxwell offered the floor to followers with unanswered questions about what it takes to achieve their professional best, and selected seventy questions on the most popular topics.

Fast-paced and down-to-earth, Delivering Happiness shows how a different kind of corporate culture is a powerful model for achieving success, and concentrating on the happiness of those around you can dramatically increase your own.

The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success

The Thank You Economy is about something big, something greater than any single revolutionary platform. It isn't some abstract concept or wacky business strategy—it's real, and every one of us is doing business in it every day, whether we choose to recognize it or not. It's the way we communicate, the way we buy and sell, the way businesses and consumers interact online and offline.

There is a competitive advantage out there, arguably more powerful than any other. Is it superior strategy? Faster innovation? Smarter employees? No, New York Times best-selling author, Patrick Lencioni, argues that the seminal difference between successful companies and mediocre ones has little to do with what they know and how smart they are and more to do with how healthy they are.

There’s an old saying that if the first thing you do each morning is eat a live frog, you’ll have the satisfaction of knowing you’re done with the worst thing you’ll have to do all day. For Tracy, eating a frog is a metaphor for tackling your most challenging task - but also the one that can have the greatest positive impact on your life. Eat That Frog! shows you how to organize each day so you can zero in on these critical tasks and accomplish them efficiently and effectively.

Each of us, at certain moments in our lives, can feel lost or confused. We often don’t know how to get what we want, but we share some universal desires: to love and be loved; understanding, power, attention, freedom; to create, to belong, to win, to connect, to control; and we want what we shouldn’t. In each of these twelve chapters, focused on one of these desires, psychotherapist Charlotte Fox Weber takes you behind closed doors of her therapy sessions as she guides clients towards startling insights and profound change.

Research shows you have a 50% chance of hiring the right employee...and a 50% chance of hiring the wrong one. It’s a toss up, but it doesn’t have to be. Mis-hires siphon your energy and erode team culture. Replacing them is stressful and can cost over $40,000 per re-hire. With the right tools, all of that can be avoided, and you can consistently make great hires. After years of scientific research and first-hand interview experience with thousands of candidates, Chaka Booker has created a system that helps employers consistently make great hires.

Are you still playing a role you learned in childhood to please others, such as the Good Girl/Boy, the Overachiever, or the Helper? Though these kinds of roles may have gained us attention and affection, they prohibited us from becoming our true selves. People-pleasing—putting others ahead of ourselves to avoid something negative or to get something we want or need—runs rampant in our society. Saying yes when we should say no leaves us stuck in frustrating patterns.

Mindfulness is not about complicated and otherworldly woo-woo spiritual practices. It doesn't require you to be a part of any religion or a movement. What mindfulness is about is living a good life (that's quite practical, right?), and this book is all about deepening your awareness, getting to know yourself, and developing attitudes and mental habits that will make you not only a successful and effective person in life, but a happy and wise one as well.

For more than a decade and a half, Ricardo Sunderland has worked with the leaders of some of the largest and most recognizable companies in the world. He has learned firsthand that for today’s leaders—at all levels in their organizations—mental and physical energy are no longer all you need for success. Today’s leaders must bring emotional and spiritual energy to their roles and create a space in which both they and their team members feel safe to challenge each other, grow together, and thrive.

Through the pithy and inspiring storytelling that has endeared him to millions, New York Times bestselling author Bob Goff invites you to laugh with more gusto, dream with more confidence, and love with more intention in this disarming call to live Undistracted. Bob's stories are like the rumble strips on the road that make you suddenly alert to how far you have drifted from your lane. From visiting friends in San Quentin to accidentally getting into a stalker's car at the airport to establishing Uganda's first space program, Bob shows you the way back to an audaciously attentive life.

Pursuing a dream is essential to living a life with purpose. Yet we often bury our burning desires and dreams deep in our hearts because it seems as if there’s no way we can accomplish them. In It’s Not Over, pastor Joshua Gagnon, founder of the Next Level Church network, reminds us that we were born to dream - and to dream big. In fact, our dreams have the power to shape our lives.

Feeling Great is based on 40 years of research and more than 40,000 hours treating individuals with severe mood problems. The goal is not just a rapid and complete elimination of negative feelings but the development of joy and enlightenment.

Different people with different personalities express love in different ways. In fact, there are five very specific languages of love: Words of affirmation, gifts, acts of service, quality time, and physical touch. Dr. Gary Chapman’s original best seller was first crafted with married couples in mind, but the love languages have proven themselves to be universal. The message of this audiobook is now tailored to meet the unique and real desires of single adults.

The incredible true story of the entrepreneur turned conservationist - the founder of the iconic company The North Face who used his fortune to protect more than 25 million acres of land from development and exploitation and “foster peace between people and wild nature”.

Agile, say its enthusiasts, can transform your company, catapulting you to the head of the pack. Not so fast. In this clear-eyed and indispensable audiobook, Sarah Elk and Steve Berez provide a much-needed reality check. They dispel the myths and misconceptions that have accompanied agile's growth - the idea that it can reshape your organization all at once, for instance, or that it should be used in every function and for all types of work.

Women have been making strides towards equality for decades, or so we’re often told. They’ve been increasingly entering male-dominated areas of the workforce and consistently surpassing their male peers in grades, university attendance, and degrees. They’ve recently stormed the political arena with a vengeance. But despite all of this, the payoff is—quite literally—not there: the gender pay gap has held steady at about 20% since 2000. And the number of female CEOs for Fortune 500 companies has actually been declining.

The son of a preacher, 18-year-old Tim Timberlake learned to appreciate the extraordinary value and gift of each minute of every day the hard way through the tragic and sudden loss of his father. Tim began a journey to not just get through each day, but to exhaust every opportunity of potential of that day, moment by moment, fulfilling his God-given purpose. Now a pastor himself, Tim inspires others to approach each day in a way that they live out their own God-given purposes and passions.

In Race to the Bottom, Luke Rosiak uncovers the shocking reason why American education is failing: Powerful special interest groups are using our kids as guinea pigs in vast ideological experiments. These groups’ initiatives aren’t focused on making children smarter—but on implementing a radical agenda, no matter the effect on academic standards.

Confidence is the doorway to success in all areas of life. Whether you want to excel in your career, triple your income, create an amazing relationship, or just feel happy and satisfied with who you are, self-confidence is essential. In this inspiring and liberating book, Dr. Aziz slices through each obstacle on the path towards ever-increasing confidence.