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
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
In theory, drivers should routinely assess the road-worthiness of their tyres to ensure they are safe to drive, but it would probably be safe to assume most don’t think all that much about them until they’ve got a flat. The problem is that tyres can have a significant impact on the performance of a vehicle. … Read more
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
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 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
I’ve never been a people watcher, except when people make fools of themselves in public. All of a sudden I become a transfixed witness to an open scene of social humiliation, which of course reflects poorly on me. Thankfully, according to a new study, my schadenfreudish perversity is uncommon. Much more common is a sense … Read more
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
Author: Giff Constable with Frank Rimalovski The art of being a great entrepreneur is finding the right balance between vision and reality. You are probably opening this book because you want to put something new in the world. That’s an incredibly powerful and meaningful endeavor. It’s also scary and extremely risky. How can you get … Read more
The faces of customers at Sydney’s Bahista Cafe are scanned by an iPad as they approach the barista at the coffee machine. Instantly the customer’s name, favourite order and whether they are due for a loyalty reward flashes up on another iPad facing staff. It’s a high-tech facial recognition system that works using cafe owner … Read more
