-
Strategic Customer Service
- Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
- Narrated by: Mark Smeby
- Length: 8 hrs and 31 mins
Failed to add items
Add to Cart failed.
Add to Wish List failed.
Remove from wishlist failed.
Adding to library failed
Follow podcast failed
Unfollow podcast failed
Get 2 free audiobooks during trial.
Buy for $22.49
No default payment method selected.
We are sorry. We are not allowed to sell this product with the selected payment method
Publisher's summary
Any organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This audiobook draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach listeners how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line.
When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up…but never come back?
Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Transform customer service into a strategic function, and reap benefits far exceeding investments—often 10 to 20 times more.
Strategic Customer Service is a data-packed roadmap that shows you how. This new audiobook edition of a landmark book distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to:
- Gather and analyze customer feedback
- Empower employees to fix problems
- Track your impact on revenue
- Generate sensational word of mouth
- Tap opportunities to cross-sell and up-sell
- And more
Updated sections help you forge bonds via social media and online chat, attract and retain great employees, and leverage the latest technology.
Why settle for passive service? Make a business case for ramping up operations—and get the tools for making it pay off.
Tables and charts available in the audiobook companion PDF download.
PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.
Listeners also enjoyed...
-
Customer Success
- How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
- By: Nick Mehta, Dan Steinman, Lincoln Murphy
- Narrated by: Tim Andres Pabon
- Length: 8 hrs and 25 mins
- Unabridged
-
Overall
-
Performance
-
Story
The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.
-
-
Business to Company???
- By S. Wheelhouse on 12-07-18
By: Nick Mehta, and others
-
Amaze Every Customer Every Time
- 52 Tools for Delivering the Most Amazing Customer Service on the Planet
- By: Shep Hyken
- Narrated by: Joe Bronzi
- Length: 5 hrs and 26 mins
- Unabridged
-
Overall
-
Performance
-
Story
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business - in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top 10 customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction.
-
-
Every business cliche you have ever heard in 52 easy steps
- By Scott J. Jones MD on 01-24-18
By: Shep Hyken
-
The Power of Moments
- Why Certain Experiences Have Extraordinary Impact
- By: Chip Heath, Dan Heath
- Narrated by: Jeremy Bobb
- Length: 6 hrs and 24 mins
- Unabridged
-
Overall
-
Performance
-
Story
While human lives are endlessly variable, our most memorable positive moments are dominated by four elements: elevation, insight, pride, and connection. If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember 20 years later? What if a manager knew how to create an experience that would delight customers? What if you had a better sense of how to create memories that matter for your children?
-
-
Easy to create your own defining moments
- By A. Yoshida on 12-15-17
By: Chip Heath, and others
-
The Customer Rules
- The 39 Essential Rules for Delivering Sensational Service
- By: Lee Cockerell
- Narrated by: Lee Cockerell
- Length: 3 hrs and 59 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
Content is Great but Narrator Puts You to Sleep
- By Anonymous User on 08-30-18
By: Lee Cockerell
-
Building a StoryBrand
- Clarify Your Message So Customers Will Listen
- By: Donald Miller
- Narrated by: Donald Miller
- Length: 4 hrs and 56 mins
- Unabridged
-
Overall
-
Performance
-
Story
Donald Miller's StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides listeners with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services.
-
-
Have you heard of the SB7 Framework?
- By Tyson on 01-29-18
By: Donald Miller
-
The 6 Types of Working Genius
- A Better Way to Understand Your Gifts, Your Frustrations, and Your Team
- By: Patrick M. Lencioni
- Narrated by: Ray Porter
- Length: 4 hrs and 11 mins
- Unabridged
-
Overall
-
Performance
-
Story
Beyond the personal discovery and instant relief that Working Genius provides, the model also gives teams a remarkably simple and practical framework for tapping into one another’s natural gifts, which increases productivity and reduces unnecessary judgment.
-
-
Very nice after the long detailed story.
- By Federico on 11-05-22
-
Customer Success
- How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
- By: Nick Mehta, Dan Steinman, Lincoln Murphy
- Narrated by: Tim Andres Pabon
- Length: 8 hrs and 25 mins
- Unabridged
-
Overall
-
Performance
-
Story
The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.
-
-
Business to Company???
- By S. Wheelhouse on 12-07-18
By: Nick Mehta, and others
-
Amaze Every Customer Every Time
- 52 Tools for Delivering the Most Amazing Customer Service on the Planet
- By: Shep Hyken
- Narrated by: Joe Bronzi
- Length: 5 hrs and 26 mins
- Unabridged
-
Overall
-
Performance
-
Story
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business - in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top 10 customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction.
-
-
Every business cliche you have ever heard in 52 easy steps
- By Scott J. Jones MD on 01-24-18
By: Shep Hyken
-
The Power of Moments
- Why Certain Experiences Have Extraordinary Impact
- By: Chip Heath, Dan Heath
- Narrated by: Jeremy Bobb
- Length: 6 hrs and 24 mins
- Unabridged
-
Overall
-
Performance
-
Story
While human lives are endlessly variable, our most memorable positive moments are dominated by four elements: elevation, insight, pride, and connection. If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember 20 years later? What if a manager knew how to create an experience that would delight customers? What if you had a better sense of how to create memories that matter for your children?
-
-
Easy to create your own defining moments
- By A. Yoshida on 12-15-17
By: Chip Heath, and others
-
The Customer Rules
- The 39 Essential Rules for Delivering Sensational Service
- By: Lee Cockerell
- Narrated by: Lee Cockerell
- Length: 3 hrs and 59 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
Content is Great but Narrator Puts You to Sleep
- By Anonymous User on 08-30-18
By: Lee Cockerell
-
Building a StoryBrand
- Clarify Your Message So Customers Will Listen
- By: Donald Miller
- Narrated by: Donald Miller
- Length: 4 hrs and 56 mins
- Unabridged
-
Overall
-
Performance
-
Story
Donald Miller's StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides listeners with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services.
-
-
Have you heard of the SB7 Framework?
- By Tyson on 01-29-18
By: Donald Miller
-
The 6 Types of Working Genius
- A Better Way to Understand Your Gifts, Your Frustrations, and Your Team
- By: Patrick M. Lencioni
- Narrated by: Ray Porter
- Length: 4 hrs and 11 mins
- Unabridged
-
Overall
-
Performance
-
Story
Beyond the personal discovery and instant relief that Working Genius provides, the model also gives teams a remarkably simple and practical framework for tapping into one another’s natural gifts, which increases productivity and reduces unnecessary judgment.
-
-
Very nice after the long detailed story.
- By Federico on 11-05-22
-
The Coaching Habit
- Say Less, Ask More & Change the Way You Lead Forever
- By: Michael Bungay Stanier
- Narrated by: Daniel Maté
- Length: 3 hrs and 3 mins
- Unabridged
-
Overall
-
Performance
-
Story
In Michael Bungay Stanier's The Coaching Habit, coaching becomes a regular, informal part of your day so managers and their teams can work less hard and have more impact. Drawing on years of experience training more than 10,000 busy managers from around the globe in practical, everyday coaching skills, Bungay Stanier reveals how to unlock your peoples' potential. He unpacks seven essential coaching questions to demonstrate how - by saying less and asking more - you can develop coaching methods that produce great results.
-
-
What's on your mind?
- By A. Yoshida on 08-11-16
-
The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- By: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrated by: Matthew Dixon, Nick Toman, Rick DeLisi
- Length: 6 hrs and 37 mins
- Unabridged
-
Overall
-
Performance
-
Story
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
-
-
If you are a CXer, you have to read/listen to it
- By Shirley Campbell on 05-26-23
By: Matthew Dixon, and others
-
The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- By: Jeff Toister
- Narrated by: Roger Wayne
- Length: 5 hrs and 41 mins
- Unabridged
-
Overall
-
Performance
-
Story
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
-
-
A GOOD QUICK OVERVIEW OF SERVICE MANAGEMENT THEORY
- By Shane K. on 05-14-24
By: Jeff Toister
-
Your Next Five Moves
- Master the Art of Business Strategy
- By: Patrick Bet-David
- Narrated by: Patrick Bet-David
- Length: 8 hrs and 6 mins
- Unabridged
-
Overall
-
Performance
-
Story
From the creator of Valuetainment, the number-one YouTube channel for entrepreneurs, and “one of the most exciting thinkers” (Ray Dalio, author of Principles) in business today, comes a practical and effective guide for thinking more clearly and achieving your most audacious professional goals.
-
-
Mediocre; few actionable take-aways.
- By Michael on 10-31-20
-
Transform Customer Experience
- How to Achieve Customer Success and Create Exceptional CX
- By: Isabella Villani
- Narrated by: Jonathan Yen
- Length: 9 hrs and 4 mins
- Unabridged
-
Overall
-
Performance
-
Story
From services to products, online to in-person, small-scale to multinational, your customers' loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution.
By: Isabella Villani
-
This Is Marketing
- You Can't Be Seen Until You Learn to See
- By: Seth Godin
- Narrated by: Seth Godin
- Length: 7 hrs and 2 mins
- Unabridged
-
Overall
-
Performance
-
Story
Now, for the first time, Seth Godin offers the core of his marketing wisdom in one compact, accessible, and timeless package. This Is Marketing shows you how to do work you're proud of, whether you're a tech start-up founder, a small-business owner, or part of a large corporation. Great marketers don't use consumers to solve their company's problem; they use marketing to solve other people's problems. Their tactics rely on empathy, connection, and emotional labor instead of attention-stealing ads. When done right, marketing seeks to make change in the world.
-
-
Series of Anecdotes Without Any Actionable Insight
- By JL on 11-19-18
By: Seth Godin
-
Be Our Guest
- Perfecting the Art of Customer Service
- By: The Disney Institute, Theodore Kinni
- Narrated by: Barry Abrams
- Length: 5 hrs and 26 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
Too long and repetitive
- By M. Decker on 03-11-16
By: The Disney Institute, and others
-
What Customers Crave
- How to Create Relevant and Memorable Experiences at Every Touchpoint
- By: Nicholas J. Webb
- Narrated by: James Foster
- Length: 7 hrs and 1 min
- Unabridged
-
Overall
-
Performance
-
Story
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
-
-
Must read if you are looking for a way to improve your business
- By Anonymous User on 05-06-20
By: Nicholas J. Webb
-
The New Gold Standard
- 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
- By: Joseph A. Michelli
- Narrated by: Joseph A. Michelli, Tom Parks
- Length: 8 hrs and 12 mins
- Unabridged
-
Overall
-
Performance
-
Story
The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization.
-
-
Very good information
- By Sand Storm IR.Tools Technology on 09-06-15
-
The Customer's Eye: How to Build Loyalty, Generate Word-of-Mouth and Keep Customers Coming Back
- The Anatomy of the Perfect Customer Experience
- By: E. M. P. Kailie
- Narrated by: Jim Rising
- Length: 3 hrs and 27 mins
- Unabridged
-
Overall
-
Performance
-
Story
The only secret you need to grow your business now: Elevate your customer experience. This audiobook can show you how! Are you looking for a how-to guide on building loyalty, generating word-of-mouth, and keeping customers coming back? The customer is the heart and lifeblood of every business, if they’re not happy, they won’t come back. If they don’t come back, they don’t spend money. This vicious cycle can end a business, so don’t get caught up in this vortex of doom. With concepts, statistics, and real-world examples, this audiobook rises above all others like it.
-
-
just ok
- By Amazon Customer on 03-02-23
By: E. M. P. Kailie
-
Accelerate: Building and Scaling High Performing Technology Organizations
- By: Nicole Forsgren PhD, Jez Humble, Gene Kim
- Narrated by: Nicole Forsgren
- Length: 4 hrs and 58 mins
- Unabridged
-
Overall
-
Performance
-
Story
How can we apply technology to drive business value? For years we've been told that the performance of software delivery teams doesn't matter - that it can't provide a competitive advantage to our companies. Through four years of groundbreaking research to include data collected from the State of DevOps reports conducted with Puppet, Dr. Nicole Forsgren, Jez Humble, and Gene Kim set out to find a way to measure software delivery performance - and what drives it - using rigorous statistical methods. This book presents both the findings and the science behind that research, making the information accessible for listeners to apply in their own organizations.
-
-
Only if you have nothing else to do
- By Gvido on 07-24-18
By: Nicole Forsgren PhD, and others
-
The Ultimate Question 2.0 (Revised and Expanded Edition)
- How Net Promoter Companies Thrive in a Customer-Driven World
- By: Fred Reichheld, Rob Markey
- Narrated by: Walter Dixon
- Length: 8 hrs
- Unabridged
-
Overall
-
Performance
-
Story
In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth.You also generate a vital metric: your Net Promoter Score.
-
-
No substance
- By Douglas on 04-01-13
By: Fred Reichheld, and others
Related to this topic
-
The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- By: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrated by: Matthew Dixon, Nick Toman, Rick DeLisi
- Length: 6 hrs and 37 mins
- Unabridged
-
Overall
-
Performance
-
Story
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
-
-
If you are a CXer, you have to read/listen to it
- By Shirley Campbell on 05-26-23
By: Matthew Dixon, and others
-
Clarity First
- How Smart Leaders and Organizations Achieve Outstanding Performance
- By: Karen Martin
- Narrated by: Karen Martin
- Length: 8 hrs and 25 mins
- Unabridged
-
Overall
-
Performance
-
Story
Through her global consulting projects, keynote speeches, and work with thousands of leaders, Karen has seen first-hand how a pervasive lack of clarity strangles business performance and erodes employee engagement. Ambiguity is the corporate default state, a condition so prevalent that “tolerance for ambiguity” has become a clichéd job requirement. It doesn’t have to be this way.
-
-
Not for me - dislike narrator's voice +
- By sharing1 on 10-11-19
By: Karen Martin
-
The Zappos Experience
- 5 Principles to Inspire, Engage, and Wow
- By: Joseph A. Michelli
- Narrated by: Joseph A. Michelli, Tom Parks
- Length: 8 hrs and 32 mins
- Unabridged
-
Overall
-
Performance
-
Story
The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.
-
-
Brand propaganda
- By MR A G ADELAAR on 05-22-15
-
Driving Digital
- The Leader's Guide to Business Transformation Through Technology
- By: Isaac Sacolick
- Narrated by: Tom Parks
- Length: 10 hrs and 13 mins
- Unabridged
-
Overall
-
Performance
-
Story
The race is on to become a digital enterprise. Every organization has a plan for updating products, technologies, and business processes. But that's not enough anymore. With disruptive startups outperforming industry stalwarts, executives everywhere are pushing greater growth and innovation. Staying competitive demands a complete digital transformation.
-
-
Best book I have read on Digital Transformation
- By Holistic Health on 10-20-17
By: Isaac Sacolick
-
Winning with Data
- Transform Your Culture, Empower Your People, and Shape the Future
- By: Tomasz Tunguz, Frank Bien
- Narrated by: James Patrick Cronin
- Length: 5 hrs and 37 mins
- Unabridged
-
Overall
-
Performance
-
Story
Winning with Data explores the cultural changes big data brings to business, and shows you how to adapt your organization to leverage data to maximum effect. Authors Tomasz Tunguz and Frank Bien draw on extensive background in big data, business intelligence, and business strategy to provide a blueprint for companies looking to move head-on into the data wave. Instrumentation is discussed in detail, but the core of the change is in the culture.
-
-
Content marketing
- By Adam Winn on 12-22-16
By: Tomasz Tunguz, and others
-
The Outstanding Organization
- Generate Business Results by Eliminating Chaos and Building the Foundation for Everyday Excellence
- By: Karen Martin
- Narrated by: Karen Martin
- Length: 6 hrs and 5 mins
- Unabridged
-
Overall
-
Performance
-
Story
After two decades in the trenches of helping companies design and build better, more efficient operations, Karen Martin has pinpointed why performance improvement programs usually fail: Chaos, the sneaky but powerful force that frustrates customers, keeps business leaders awake at night, and saps company morale. In The Outstanding Organization, Karen offers a toolbox for combating chaos by creating the organizational conditions that will allow your improvement efforts to return greater gains.
-
-
Good breadth, shallow depth
- By aochoa19 on 02-09-21
By: Karen Martin
-
The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- By: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrated by: Matthew Dixon, Nick Toman, Rick DeLisi
- Length: 6 hrs and 37 mins
- Unabridged
-
Overall
-
Performance
-
Story
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
-
-
If you are a CXer, you have to read/listen to it
- By Shirley Campbell on 05-26-23
By: Matthew Dixon, and others
-
Clarity First
- How Smart Leaders and Organizations Achieve Outstanding Performance
- By: Karen Martin
- Narrated by: Karen Martin
- Length: 8 hrs and 25 mins
- Unabridged
-
Overall
-
Performance
-
Story
Through her global consulting projects, keynote speeches, and work with thousands of leaders, Karen has seen first-hand how a pervasive lack of clarity strangles business performance and erodes employee engagement. Ambiguity is the corporate default state, a condition so prevalent that “tolerance for ambiguity” has become a clichéd job requirement. It doesn’t have to be this way.
-
-
Not for me - dislike narrator's voice +
- By sharing1 on 10-11-19
By: Karen Martin
-
The Zappos Experience
- 5 Principles to Inspire, Engage, and Wow
- By: Joseph A. Michelli
- Narrated by: Joseph A. Michelli, Tom Parks
- Length: 8 hrs and 32 mins
- Unabridged
-
Overall
-
Performance
-
Story
The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.
-
-
Brand propaganda
- By MR A G ADELAAR on 05-22-15
-
Driving Digital
- The Leader's Guide to Business Transformation Through Technology
- By: Isaac Sacolick
- Narrated by: Tom Parks
- Length: 10 hrs and 13 mins
- Unabridged
-
Overall
-
Performance
-
Story
The race is on to become a digital enterprise. Every organization has a plan for updating products, technologies, and business processes. But that's not enough anymore. With disruptive startups outperforming industry stalwarts, executives everywhere are pushing greater growth and innovation. Staying competitive demands a complete digital transformation.
-
-
Best book I have read on Digital Transformation
- By Holistic Health on 10-20-17
By: Isaac Sacolick
-
Winning with Data
- Transform Your Culture, Empower Your People, and Shape the Future
- By: Tomasz Tunguz, Frank Bien
- Narrated by: James Patrick Cronin
- Length: 5 hrs and 37 mins
- Unabridged
-
Overall
-
Performance
-
Story
Winning with Data explores the cultural changes big data brings to business, and shows you how to adapt your organization to leverage data to maximum effect. Authors Tomasz Tunguz and Frank Bien draw on extensive background in big data, business intelligence, and business strategy to provide a blueprint for companies looking to move head-on into the data wave. Instrumentation is discussed in detail, but the core of the change is in the culture.
-
-
Content marketing
- By Adam Winn on 12-22-16
By: Tomasz Tunguz, and others
-
The Outstanding Organization
- Generate Business Results by Eliminating Chaos and Building the Foundation for Everyday Excellence
- By: Karen Martin
- Narrated by: Karen Martin
- Length: 6 hrs and 5 mins
- Unabridged
-
Overall
-
Performance
-
Story
After two decades in the trenches of helping companies design and build better, more efficient operations, Karen Martin has pinpointed why performance improvement programs usually fail: Chaos, the sneaky but powerful force that frustrates customers, keeps business leaders awake at night, and saps company morale. In The Outstanding Organization, Karen offers a toolbox for combating chaos by creating the organizational conditions that will allow your improvement efforts to return greater gains.
-
-
Good breadth, shallow depth
- By aochoa19 on 02-09-21
By: Karen Martin
-
The Supply Chain Revolution
- Innovative Sourcing and Logistics for a Fiercely Competitive World
- By: Suman Sarkar
- Narrated by: Christopher Lane
- Length: 5 hrs and 32 mins
- Unabridged
-
Overall
-
Performance
-
Story
When CEOs think about the supply chain, it's usually to cut costs. But the smartest leaders see supply chain and sourcing for what they can be: hidden tools for outperforming the competition. Steve Jobs, upon returning to Apple in 1997, focused on transforming the supply chain. He hired Tim Cook - and the company sped up the development of new products, getting them into consumers' hands faster. The rest is history.
-
-
informative but dry
- By Justin on 01-01-18
By: Suman Sarkar
-
Snap Selling
- Speed Up Sales and Win More Business with Today's Frazzled Customers
- By: Jill Konrath
- Narrated by: Jill Konrath
- Length: 6 hrs and 15 mins
- Unabridged
-
Overall
-
Performance
-
Story
Selling is tougher than ever before. Potential customers are under extreme pressure to do more with less money, less time, and fewer resources, and they're wary of anyone who tries to get them to buy or change anything. Under such extreme conditions, yesterday's sales strategies no longer work. Sales strategist Jill Konrath tells you how to overcome obstacles, get more appointments, speed up decisions, and win sales with today's short-fused, frazzled customers.
-
-
OK sales book with some good take aways
- By Glenn on 05-22-11
By: Jill Konrath
-
Jobs to Be Done
- A Roadmap for Customer-Centered Innovation
- By: Stephen Wunker, David Farber, Jessica Wattman
- Narrated by: Tim Andres Pabon
- Length: 4 hrs and 52 mins
- Unabridged
-
Overall
-
Performance
-
Story
Jobs to Be Done gives you a clear-cut framework for thinking about your business, outlines a road map for discovering new markets, new products, and new services, and helps you generate creative opportunities to innovate your way to success.
-
-
YouTube talks are better.
- By BizTech Readings on 12-27-16
By: Stephen Wunker, and others
-
The Amazon Way on IoT
- 10 Principles for Every Leader from the World's Leading Internet of Things Strategies
- By: John Rossman
- Narrated by: Christopher Lane
- Length: 5 hrs and 13 mins
- Unabridged
-
Overall
-
Performance
-
Story
The Amazon Way on IoT is for the leader who wants to understand how the Internet of things is transforming business and society. Listeners will discover business cases, key concepts, technologies and tools to help develop, explain and execute their own IoT approach through understanding Amazon's and other leading companies sophisticated IoT technologies and strategies.
-
-
Very insightful, but quite boring
- By Riaan on 02-21-17
By: John Rossman
-
Under New Management
- How Leading Organizations Are Upending Business as Usual
- By: David Burkus
- Narrated by: Rich Orlow
- Length: 6 hrs and 31 mins
- Unabridged
-
Overall
-
Performance
-
Story
A provocative work that challenges the traditional and widely accepted principles of business management - and proves that they are outdated, outmoded, or simply don't work. Do open floor plans really work? Are there companies that put their employees' welfare first, and their clients second? Are annual performance reviews necessary? Dr. David Burkus is a highly regarded and increasingly influential business school professor who challenges many of the established principles of business management.
-
-
information age work assembly line management
- By A. Davis on 04-15-16
By: David Burkus
-
The Science of Growth
- How Facebook Beat Friendster - and How Nine Other Startups Left the Rest in the Dust
- By: Sean Ammirati, Richard Florida - foreword
- Narrated by: Fajer Al-Kaisi
- Length: 6 hrs and 57 mins
- Unabridged
-
Overall
-
Performance
-
Story
The lean entrepreneurship movement has captivated Silicon Valley and entrepreneurs across the country. It provided an agile framework to develop the right product solution for a given target market and is now used by almost every fledgling company to do just that. The next challenge is growth - to achieve the financial returns and, more importantly, the impact they dreamed of when starting off on their adventure.
-
-
Awesome book
- By Josh on 04-29-16
By: Sean Ammirati, and others
What listeners say about Strategic Customer Service
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
-
Overall
-
Performance
-
Story
- Ruben
- 02-21-19
Some good gems, but...
Constant use of the word CE really ruined this for me. Also, it’s really telling you more or less to do surveys on customers.
Still have some good value. Too long for what it is trying to convey.
Something went wrong. Please try again in a few minutes.
You voted on this review!
You reported this review!
3 people found this helpful