Category Archives: Customer service Back

Wallet Allocation Rule : Winning the Battle for Share (ebook)

Authors: Timothy L. Keiningham, Lerzan Aksoy, Luke Williams and Alexander J. Buoye A revolutionary, definitive guide for winning the battle for share of customers’ hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management Review, this landmark book introduces a new and rigorously tested approach — the … Read more

Buyer Personas : How to Gain Insight into your Customer’s Expectations, Align your Marketing Strategies, and Win More Business (ebook)

Author: Adele Revella This is the marketer’s actionable guide to learning what your buyer wants and how they make decisions. Written by the world’s leading authority on buyer personas, this book provides comprehensive coverage of a compelling new way to conduct buyer studies, plus practical advice on adopting the buyer persona approach to measurably improve … Read more

Customer Experience Management Rebooted : Are you an Experience brand or an Efficiency brand? (ebook)

Author: Steven Walden Walden shows why most customer experience management fails to improve the customer’s real experience and how to concentrate on the subjective emotional perceptions that drive the customer’s actual “experience” rather than the quantitative service efficiency metrics gathered by most CX tools. Customer experience management is not about managing every objective “experience” your … Read more

The challenger sale : how to take control of the customer conversation (book)

Author: Matthew Dixon and Brent Adamson Matthew Dixon and Brent Adamson share the secret to sales success: don’t just build relationships with customers. Challenge them. What’s the secret to sales success? If you’re like most business leaders, you’d say it’s fundamentally about relationships – and you’d be wrong. The best salespeople don’t just build relationships … Read more

Kmart chief says the retailer is “failing” customers and will only reach sales targets if the team remains “dissatisfied”

Kmart is posting big wins in a challenging retail environment, but managing director Ian Bailey has marked “dissatisfaction” as a driving force as he leads the company into the next stage of its growth. And it’s an approach that one leadership expert says SMEs can learn from when setting up their businesses for future success. … Read more

The world’s most valuable bitcoin startup just grabbed an ex-Twitter exec to make cryptocurrency more user-friendly

Coinbase just hired former Twitter and Salesforce executive Tina Bhatnagar to improve the company’s customer support. Bhatnagar has two major tasks: to double the size of the company’s support team in three months, and to expand its phone support into a 24/7 service by the second quarter of 2018. It’s the latest step taken by … Read more