-
The Endangered Customer
- 8 Steps to Guarantee Repeat Business
- Narrated by: Scott Brick
- Length: 4 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 $14.95
No default payment method selected.
We are sorry. We are not allowed to sell this product with the selected payment method
Publisher's summary
In The Endangered Customer, Richard Shapiro presents a proven strategy to create loyalty in the age of the empowered consumer. He shows why a "people first" approach is more important than ever and offers a road map any business can follow to deliver a welcoming and personalized customer experience at every touch point.
Companies invest heavily in technology to manage their customers and earn repeat business, but high-tech approaches have fallen short according to Shapiro. "Technology can support agility and service," he says, "but technology alone won't sustain long-term relationships when consumers have so much choice and control in the selection and buying process."
Shapiro's antidote to the "switching economy" is an organizational mindset built around customer care, responsiveness, and engagement that mirrors the dynamics of a personal relationship. His eight-step strategy is geared to generating a higher percentage of repeat customers and is supported by a "Repeat Business Scorecard" that allows firms to measure their performance at each step.
With The Endangered Customer, you hold the key to a high-performing customer retention culture. Listen to it to ensure the survival of your customers.
Listeners also enjoyed...
-
The Five Dysfunctions of a Team
- A Leadership Fable
- By: Patrick Lencioni
- Narrated by: Charles Stransky; introduction by Patrick Lencioni
- Length: 3 hrs and 42 mins
- Unabridged
-
Overall
-
Performance
-
Story
In keeping with the parable style, Patrick Lencioni begins by telling the fable of a woman who, as CEO of a struggling Silicon Valley firm, took control of a dysfunctional executive committee and helped its members succeed as a team. Story time over, Lencioni offers explicit instructions for overcoming the human behavioral tendencies that he says corrupt teams. Succinct yet sympathetic, this guide will be a boon for those struggling with the inherent difficulties of leading a group.
-
-
Clear Headed Guidance on Building Teams
- By Mark on 01-18-03
By: Patrick Lencioni
-
Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- By: Joey Coleman
- Narrated by: Joey Coleman
- Length: 9 hrs and 28 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
Message tainted by using shady biz as examples
- By Amazon Customer on 04-25-19
By: Joey Coleman
-
$100M Offers
- How to Make Offers So Good People Feel Stupid Saying No
- By: Alex Hormozi
- Narrated by: Alexander Hormozi
- Length: 3 hrs and 48 mins
- Unabridged
-
Overall
-
Performance
-
Story
The methods contained within this book are so simple, so instantaneous, and so effective, it’s as if they work by magic. If you implement even one tactic in this book, you’ll see the change in your prospects' demeanor. And you’ll know the $100M Offers method worked when you start hearing, “What do I need to do to move forward?” before you even ask for the sale.
-
-
Great content littered with filthy language
- By Amazon Customer on 09-29-21
By: Alex Hormozi
-
The Thank You Economy
- By: Gary Vaynerchuk
- Narrated by: Gary Vaynerchuk
- Length: 5 hrs and 41 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
Gary is fun, but the book is a bit shallow
- By Scott T. Hards on 02-28-12
By: Gary Vaynerchuk
-
Exceptional Service, Exceptional Profit
- The Secrets of Building a Five-Star Customer Service Organization
- By: Leonardo Inghilleri, Micah Solomon
- Narrated by: Sean Pratt
- Length: 5 hrs and 39 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
Great book, recommended!
- By KLD on 07-03-15
By: Leonardo Inghilleri, and others
-
Yes!
- 50 Scientifically Proven Ways to Be Persuasive
- By: Noah J. Goldstein, Steve J. Martin, Robert B. Cialdini
- Narrated by: Blair Hardman
- Length: 5 hrs and 22 mins
- Unabridged
-
Overall
-
Performance
-
Story
Whether you are in advertising, marketing, management, on sales, or just curious about how to be more influential in everyday life, Yes! shows how making small, scientifically proven changes to your approach can have a dramatic effect on your persuasive powers.
-
-
Interesting and useful.
- By 00doc on 03-18-09
By: Noah J. Goldstein, and others
-
The Five Dysfunctions of a Team
- A Leadership Fable
- By: Patrick Lencioni
- Narrated by: Charles Stransky; introduction by Patrick Lencioni
- Length: 3 hrs and 42 mins
- Unabridged
-
Overall
-
Performance
-
Story
In keeping with the parable style, Patrick Lencioni begins by telling the fable of a woman who, as CEO of a struggling Silicon Valley firm, took control of a dysfunctional executive committee and helped its members succeed as a team. Story time over, Lencioni offers explicit instructions for overcoming the human behavioral tendencies that he says corrupt teams. Succinct yet sympathetic, this guide will be a boon for those struggling with the inherent difficulties of leading a group.
-
-
Clear Headed Guidance on Building Teams
- By Mark on 01-18-03
By: Patrick Lencioni
-
Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- By: Joey Coleman
- Narrated by: Joey Coleman
- Length: 9 hrs and 28 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
Message tainted by using shady biz as examples
- By Amazon Customer on 04-25-19
By: Joey Coleman
-
$100M Offers
- How to Make Offers So Good People Feel Stupid Saying No
- By: Alex Hormozi
- Narrated by: Alexander Hormozi
- Length: 3 hrs and 48 mins
- Unabridged
-
Overall
-
Performance
-
Story
The methods contained within this book are so simple, so instantaneous, and so effective, it’s as if they work by magic. If you implement even one tactic in this book, you’ll see the change in your prospects' demeanor. And you’ll know the $100M Offers method worked when you start hearing, “What do I need to do to move forward?” before you even ask for the sale.
-
-
Great content littered with filthy language
- By Amazon Customer on 09-29-21
By: Alex Hormozi
-
The Thank You Economy
- By: Gary Vaynerchuk
- Narrated by: Gary Vaynerchuk
- Length: 5 hrs and 41 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
Gary is fun, but the book is a bit shallow
- By Scott T. Hards on 02-28-12
By: Gary Vaynerchuk
-
Exceptional Service, Exceptional Profit
- The Secrets of Building a Five-Star Customer Service Organization
- By: Leonardo Inghilleri, Micah Solomon
- Narrated by: Sean Pratt
- Length: 5 hrs and 39 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
Great book, recommended!
- By KLD on 07-03-15
By: Leonardo Inghilleri, and others
-
Yes!
- 50 Scientifically Proven Ways to Be Persuasive
- By: Noah J. Goldstein, Steve J. Martin, Robert B. Cialdini
- Narrated by: Blair Hardman
- Length: 5 hrs and 22 mins
- Unabridged
-
Overall
-
Performance
-
Story
Whether you are in advertising, marketing, management, on sales, or just curious about how to be more influential in everyday life, Yes! shows how making small, scientifically proven changes to your approach can have a dramatic effect on your persuasive powers.
-
-
Interesting and useful.
- By 00doc on 03-18-09
By: Noah J. Goldstein, and others
-
The 5 Secrets of a Phenomenal Business
- By: Howard Partridge
- Narrated by: Howard Partridge
- Length: 9 hrs and 15 mins
- Unabridged
-
Overall
-
Performance
-
Story
The one and only reason your business exists (and why it matters). Your business can have a dramatic impact on your personal life. Understanding why you are in business will help you enjoy your business more and will help you build the right kind of business.
-
-
Perfect book
- By Joshua A. Lile on 01-12-18
By: Howard Partridge
-
The Relationship Economy
- Building Stronger Customer Connections in the Digital Age
- By: John R. DiJulius III
- Narrated by: Joel Richards
- Length: 5 hrs and 22 mins
- Unabridged
-
Overall
-
Performance
-
Story
In The Relationship Economy, author John DiJulius teaches business leaders about the importance of relationship building in the digital age. He argues that in spite of (and because of) the advances in tech, we've become a less connected society. We have dramatically evolved away from face-to-face communication, and the skill of building rapport is evaporating. This means that customer personalization and relationships are more important now than ever - and they will be the key to success for businesses moving forward.
-
-
Reinforces core values
- By Vicki Cloutier on 04-07-22
-
The Fred Factor
- How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary
- By: Mark Sanborn
- Narrated by: Mark Sanborn
- Length: 2 hrs and 29 mins
- Unabridged
-
Overall
-
Performance
-
Story
In The Fred Factor, Mark Sanborn illuminates the simple steps each of us can take to transform our own lives from the ordinary into the extraordinary. Through stories about Fred and others like him, Sanborn reveals four basic "how to" principles that will help us bring fresh energy and creativity to our life and work.
-
-
Background Music Ruins Audible Experience
- By KDWJT22 on 11-14-17
By: Mark Sanborn
-
Sell!
- The Way Your Customers Want to Buy
- By: Dale Carnegie & Associates
- Narrated by: Dan Strutzel
- Length: 5 hrs and 10 mins
- Unabridged
-
Overall
-
Performance
-
Story
What do How to Win Friends and Influence People and Sell! have in common (other than Dale Carnegie)? They're both based on the premise that relationships are what matter. In this age where media is social and funding is raised by crowds, the sales cycle has permanently changed. It's no longer enough to know your product, nor always appropriate to challenge your customer's thinking based on your online research. In Sell!: The Way Your Customers Want to Buy, Dale Carnegie & Associates reveal the real modern sales cycle.
-
-
Awesome story!
- By SmartSysta on 06-07-23
-
The Customer Service Revolution
- Overthrow Conventional Business, Inspire Employees, and Change the World
- By: John R. DiJulius III
- Narrated by: Joel Richards
- Length: 4 hrs and 54 mins
- Unabridged
-
Overall
-
Performance
-
Story
In The Customer Service Revolution, DiJulius points out how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the customer - which ultimately permeates into people’s personal lives at home and in their communities.
-
-
Phenomenal practical guidance to taking care of our customers!
- By Nathan Unruh on 07-09-24
-
Becoming Remarkable
- By: Fred Joyal
- Narrated by: Fred Joyal
- Length: 5 hrs and 47 mins
- Unabridged
-
Overall
-
Performance
-
Story
Fred lays out an easy-to-follow framework for embracing the future of dentistry and building a practice that patients will choose, stay with, and recommend. It's a must-hear for the whole team and a sure-fire recipe for long-term practice success.
-
-
The light of hope
- By Raga on 08-15-24
By: Fred Joyal
-
Visibility Marketing
- The No-Holds-Barred Truth About What It Takes to Grab Attention, Build Your Brand, and Win New Business
- By: David Avrin, Jeffrey Gitomer - foreword
- Narrated by: David Avrin
- Length: 5 hrs and 14 mins
- Unabridged
-
Overall
-
Performance
-
Story
The landscape is littered with the corpses of great products and strong companies that died because of crappy marketing. Why do so many companies fail so miserably? Why do high-priced ad agencies and marketing firms keep spitting out stupid campaigns? Too many in business have failed to recognize the shift that has happened right under their noses. It's not so much that people have changed; it's that the business landscape has changed - dramatically.
By: David Avrin, and others
-
Everything Is Marketing
- The Ultimate Strategy for Dental Practice Growth
- By: Fred Joyal
- Narrated by: Fred Joyal
- Length: 6 hrs and 46 mins
- Unabridged
-
Overall
-
Performance
-
Story
Fred Joyal, the expert in dental consumer marketing, reveals how every single thing you say and do in your practice communicates a message to your patients. Everything is Marketing takes you step by step through your business, showing how little changes can have a big impact. Want to attract new patients? Convert more calls into appointments? Increase your case acceptance? Marketing can make it happen.
-
-
Great topic
- By Anonymous User on 01-27-22
By: Fred Joyal
-
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
-
High-Tech, High-Touch Customer Service
- Inspire Timeless Loyalty in the Demanding New World of Social Commerce
- By: Micah Solomon
- Narrated by: Micah Solomon, Sean Pratt
- Length: 6 hrs and 7 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
This is the book that cracks the code!
- By Nick Morgan on 04-30-13
By: Micah Solomon
-
The Power of Why
- Breaking Out in a Competitive Marketplace
- By: C. Richard Weylman
- Narrated by: Jeff Cummings
- Length: 4 hrs and 50 mins
- Unabridged
-
Overall
-
Performance
-
Story
Does your competitor always get the sale, even though your products and service are just as good - if not better? The Power of Why tells listeners how to elevate their business performance regardless of their situation or position. Offering the same actionable, hands-on strategies Weylman has used to help companies of all sizes grow in the toughest conditions, The Power of Why is the new manual for business survival and growth.
-
-
Outdated and just plain wrong
- By Amazon Customer on 07-14-17
-
Uplifting Service
- The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet
- By: Ron Kaufman
- Narrated by: Adam Danoff
- Length: 7 hrs and 30 mins
- Unabridged
-
Overall
-
Performance
-
Story
In this New York Times, USA Today, and Amazon.com best-selling book, Kaufman lays out the steps you can take to build a sustainable culture that delivers outstanding service every day. He offers the tools and practices that have been proven effective in businesses, governments, communities, and homes; on every continent; and in many languages.
-
-
A unique perspective on service
- By Shyam Kumar on 09-09-14
By: Ron Kaufman
Related to this topic
-
Exceptional Service, Exceptional Profit
- The Secrets of Building a Five-Star Customer Service Organization
- By: Leonardo Inghilleri, Micah Solomon
- Narrated by: Sean Pratt
- Length: 5 hrs and 39 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
Great book, recommended!
- By KLD on 07-03-15
By: Leonardo Inghilleri, and others
-
The Customer Service Revolution
- Overthrow Conventional Business, Inspire Employees, and Change the World
- By: John R. DiJulius III
- Narrated by: Joel Richards
- Length: 4 hrs and 54 mins
- Unabridged
-
Overall
-
Performance
-
Story
In The Customer Service Revolution, DiJulius points out how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the customer - which ultimately permeates into people’s personal lives at home and in their communities.
-
-
Phenomenal practical guidance to taking care of our customers!
- By Nathan Unruh on 07-09-24
-
High-Tech, High-Touch Customer Service
- Inspire Timeless Loyalty in the Demanding New World of Social Commerce
- By: Micah Solomon
- Narrated by: Micah Solomon, Sean Pratt
- Length: 6 hrs and 7 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
This is the book that cracks the code!
- By Nick Morgan on 04-30-13
By: Micah Solomon
-
Hug Your Haters
- How to Embrace Complaints and Keep Your Customers
- By: Jay Baer
- Narrated by: Jay Baer
- Length: 5 hrs and 36 mins
- Unabridged
-
Overall
-
Performance
-
Story
Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal.
-
-
Such a waste of time
- By hadi maghsoudi on 03-19-16
By: Jay Baer
-
The Nordstrom Way to Customer Experience Excellence, 3rd Edition
- Creating a Values-Driven Service Culture
- By: Robert Spector, breAnne O. Reeves
- Narrated by: Eric Pollins
- Length: 6 hrs and 14 mins
- Unabridged
-
Overall
-
Performance
-
Story
In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization - in any industry - in every corner of the world.
-
-
Inspiring
- By Carrie Brinton on 01-02-19
By: Robert Spector, and others
-
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
-
Exceptional Service, Exceptional Profit
- The Secrets of Building a Five-Star Customer Service Organization
- By: Leonardo Inghilleri, Micah Solomon
- Narrated by: Sean Pratt
- Length: 5 hrs and 39 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
Great book, recommended!
- By KLD on 07-03-15
By: Leonardo Inghilleri, and others
-
The Customer Service Revolution
- Overthrow Conventional Business, Inspire Employees, and Change the World
- By: John R. DiJulius III
- Narrated by: Joel Richards
- Length: 4 hrs and 54 mins
- Unabridged
-
Overall
-
Performance
-
Story
In The Customer Service Revolution, DiJulius points out how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the customer - which ultimately permeates into people’s personal lives at home and in their communities.
-
-
Phenomenal practical guidance to taking care of our customers!
- By Nathan Unruh on 07-09-24
-
High-Tech, High-Touch Customer Service
- Inspire Timeless Loyalty in the Demanding New World of Social Commerce
- By: Micah Solomon
- Narrated by: Micah Solomon, Sean Pratt
- Length: 6 hrs and 7 mins
- Unabridged
-
Overall
-
Performance
-
Story
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.
-
-
This is the book that cracks the code!
- By Nick Morgan on 04-30-13
By: Micah Solomon
-
Hug Your Haters
- How to Embrace Complaints and Keep Your Customers
- By: Jay Baer
- Narrated by: Jay Baer
- Length: 5 hrs and 36 mins
- Unabridged
-
Overall
-
Performance
-
Story
Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal.
-
-
Such a waste of time
- By hadi maghsoudi on 03-19-16
By: Jay Baer
-
The Nordstrom Way to Customer Experience Excellence, 3rd Edition
- Creating a Values-Driven Service Culture
- By: Robert Spector, breAnne O. Reeves
- Narrated by: Eric Pollins
- Length: 6 hrs and 14 mins
- Unabridged
-
Overall
-
Performance
-
Story
In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization - in any industry - in every corner of the world.
-
-
Inspiring
- By Carrie Brinton on 01-02-19
By: Robert Spector, and others
-
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
-
The Relationship Economy
- Building Stronger Customer Connections in the Digital Age
- By: John R. DiJulius III
- Narrated by: Joel Richards
- Length: 5 hrs and 22 mins
- Unabridged
-
Overall
-
Performance
-
Story
In The Relationship Economy, author John DiJulius teaches business leaders about the importance of relationship building in the digital age. He argues that in spite of (and because of) the advances in tech, we've become a less connected society. We have dramatically evolved away from face-to-face communication, and the skill of building rapport is evaporating. This means that customer personalization and relationships are more important now than ever - and they will be the key to success for businesses moving forward.
-
-
Reinforces core values
- By Vicki Cloutier on 04-07-22
-
Fred 2.0
- New Ideas on How to Keep Delivering Extraordinary Results
- By: Mark Sanborn, Margaret Kelly - foreword
- Narrated by: Stephen Bel Davies
- Length: 4 hrs and 40 mins
- Unabridged
-
Overall
-
Performance
-
Story
Nine years ago, best-selling author and business consultant Mark Sanborn introduced the world to Fred, his postman, who delivered extraordinary service in simple but remarkable ways. Fred’s story inspired millions. Companies - even, cities - were inspired to turn the ordinary into the extraordinary each day. Today, with stiff competition from the networked global economy, delivering extraordinary results is more important than ever. With Fred 2.0, Mark not only revisits the original Fred to gain new insights, but also equips all of us with new strategies to achieve more.
-
-
Excellent extension of The Fred Factor
- By Mike Henry Sr. on 02-07-15
By: Mark Sanborn, and others
-
Hug Your People
- The Proven Way to Hire, Inspire, and Recognize Your Employees
- By: Jack Mitchell
- Narrated by: James Boles
- Length: 6 hrs and 4 mins
- Unabridged
-
Overall
-
Performance
-
Story
In Hug Your People, Jack Mitchell shares his secrets for creating happy employees, secrets as simple as they are revolutionary.
-
-
good book.
- By Chance Woodal on 11-06-22
By: Jack Mitchell
-
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
-
Be a Recruiting Superstar
- By: Mary Christensen
- Narrated by: Lesley Parkin
- Length: 6 hrs and 51 mins
- Unabridged
-
Overall
-
Performance
-
Story
No matter how motivated and energetic you are - even if you're the greatest salesperson on the planet! - as a network marketer with limited time, there's only so much money you can make without great people to help you sell your products. Recruiting is the life force of any network marketing, multilevel marketing, or party plan business; it lifts the ceiling off your income, the key that will allow you to keep checks rolling in above and beyond what you can do yourself.
-
-
Boring.
- By Andrew on 12-03-15
By: Mary Christensen
-
The Accidental Salesperson
- How to Take Control of Your Sales Career and Earn the Respect and Income You Deserve
- By: Chris Lytle
- Narrated by: Gregory Linington
- Length: 5 hrs and 46 mins
- Unabridged
-
Overall
-
Performance
-
Story
Not all salespeople plan on a career in sales. Often, sales chooses them and suddenly they find themselves in a profession they aren't fully prepared for. The Accidental Salesperson is the answer, providing the advice and inspiration they need to master the essentials and hit the ground running. Fully updated to reflect the changes in the marketplace, the second edition provides a much-needed roadmap anyone can use to excel in sales.
-
-
First Day Confidence
- By Leela Vox on 01-12-19
By: Chris Lytle
-
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 Referral Engine
- Teaching Your Business to Market Itself
- By: John Jantsch
- Narrated by: John Jantsch
- Length: 6 hrs and 49 mins
- Unabridged
-
Overall
-
Performance
-
Story
The power of glitzy advertising and elaborate marketing campaigns is on the wane; word- of-mouth referrals are what drive business today. People trust the recommendation of a friend, family member, colleague, or even stranger with similar tastes over anything thrust at them by a faceless company. Most business owners believe that whether customers refer them is entirely out of their hands. But science shows that people can't help recommending products and services to their friends....
-
-
A misleading Title results in a hidden gem
- By Dean on 10-13-10
By: John Jantsch
-
Do It! Marketing
- 77 Instant-Action Ideas to Boost Sales, Maximize Profits, and Crush Your Competition
- By: David Newman
- Narrated by: David Newman
- Length: 8 hrs and 10 mins
- Unabridged
-
Overall
-
Performance
-
Story
Small business marketing doesn't have to be a mystery. It's just a series of simple decisions (and the action steps to implement those decisions) that will help you regain the clarity, confidence, and control you need to succeed. Do It! Marketing is an encouraging kick in the pants that will reignite your marketing mojo. The underlying premise is that "only action creates results."
-
-
GOOD Book. However...
- By ala on 08-03-14
By: David Newman
-
High-Profit Prospecting
- Powerful Strategies to Find the Best Leads and Drive Breakthrough Sales Results
- By: Mark Hunter CSP
- Narrated by: Sean Pratt
- Length: 6 hrs and 10 mins
- Unabridged
-
Overall
-
Performance
-
Story
As a salesperson, your pipeline is the key to your success. No matter what changes, that remains the same. Top producers prospect - and they do it all the time. "But how?" you ask, "In the age of the Internet, isn't cold-calling dead?" Now, in his new audiobook, sales expert Mark Hunter shatters costly prospecting myths and eliminates confusion about what works today.
-
-
recycles a lot of common info
- By roland on 04-18-17
By: Mark Hunter CSP
-
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
-
Peak
- How Great Companies Get Their Mojo from Maslow (Revised and Updated)
- By: Chip Conley
- Narrated by: Brian Sutherland
- Length: 10 hrs and 28 mins
- Unabridged
-
Overall
-
Performance
-
Story
Peak is the popular, transformative guide to doing business better, written by a seasoned entrepreneur/CEO who has disrupted his favorite industry not once but twice. Author Chip Conley, founder and former CEO of one of the world's largest boutique hotel companies, turned to psychologist Abraham Maslow's Hierarchy of Needs at a time when his company was in dire need.
-
-
Presentation and attention to detail matter
- By Stephen Estelle on 11-05-19
By: Chip Conley
What listeners say about The Endangered Customer
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
-
Overall
-
Performance
-
Story
- Anne Miner Wain
- 05-10-17
Excellent review of ways to retain your customers.
Shapiro demonstrates customer service methods, and their impact, through personal stories everyone can relate to!
Something went wrong. Please try again in a few minutes.
You voted on this review!
You reported this review!
-
Overall
-
Performance
-
Story
- Anonymous User
- 01-12-20
It was good but on the parts boring
Certainly a good book. Focuses on retaining customers not clients as I thought.
It’s based on real life experience so it’s always a plus but on a parts it seems boring
Something went wrong. Please try again in a few minutes.
You voted on this review!
You reported this review!
-
Overall
-
Performance
-
Story
- Kyle Anders
- 12-28-18
Refocus on Customer Delight
Richard Shapiro brings it home by presenting the threats of the mobile-enabled society and how we can embrace it while preserving a personal touch in our interactions with our customers. Recommended reading for anyone in Sales, Customer Service and Product Development (so you can gain awareness on the consequences of your over-automation).
Something went wrong. Please try again in a few minutes.
You voted on this review!
You reported this review!