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How “Redefined Customer Loyalty Programs” Can Change the Way You Do Business resource

Customer loyalty programs are often equated with simple “earn/redeem” reward schemes, which cannot address “loyalty” in its entirety. Learn how to achieve customer experience excellence using “Redefined Customer Loyalty Programs” as a framework to enable your company to gain & utilize a deep data-driven understanding of your customers.

Put the Customer Experience First: How to Up Your Omnichannel Service Game event

[09/26/2019] Today’s consumers expect a seamless or “omnichannel” service experience, but due to legacy technologies many consumers are still forced to navigate siloed channels. Learn how brands can use modern technology to empower customers and agents to switch between phone and messaging, without losing context.

Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies book

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

Multi-Unit Customer Feedback & Service via Messaging Apps solution

ServiceDock is built specifically for multi-unit businesses like retail chains, restaurants groups and franchises. We are different because we capture customer feedback via the messaging apps consumers love using, which means you collect 3X more feedback and can seamlessly follow up with disgruntled customers in real-time.

CX Day Celebrations in September & October: Great Deals for Advancing Your CX Capabilities offer

CX Day is the perfect time to advance your personal and collective capabilities through ClearAction’s templates, study reports, assessments, coaching, handbooks and courses. ClearAction Value Exchange is a novel way to increase your influence in tackling silos – the next frontier of CX ROI performance. Get great discounts today!

HBR's 10 Must Reads on Leadership book

If you read nothing else on leadership, read these 10 articles (featuring “What Makes an Effective Executive,” by Peter F. Drucker). We've combed through hundreds of Harvard Business Review articles on leadership and selected the most important ones to help you maximize your own and your organization's performance.

The Amazon Way: 14 Leadership Principles Behind the World's Most Disruptive Company book

Peppered with humorous and enlightening firsthand anecdotes from the author’s career at Amazon, this revealing business guide is also filled with the valuable lessons that have served Jeff Bezos’s “everything store” so well—providing expert advice for aspiring entrepreneurs, CEOs, and investors alike.

Employee Engagement: Tools for Analysis, Practice, and Competitive Advantage book

Providing both practical advice, tools, and case examples,Employee Engagement translates best practices, ideas, andconcepts into concrete and practical steps that will change thelevel of engagement in any organization.

Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service book

With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right.

Call Centers For Dummies book

In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call centeroperation, this practical, user-friendly guide outlines how toimprove results measurably, following its principles of revenue generation, efficiency, and customer satisfaction.

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint book

Think you know your customers? Think again. The best companies in the world discover what their customers desire-and then deliver it in memorable and deeply human experiences.

Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams book

Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. Learn how to use alignment diagrams to turn customer observations into insight.

Explosive Growth: A Few Things I Learned While Growing My Startup To 100 Million Users & Losing $78 Million book

Explosive Growth is a business book like no other. This compelling and inspiring narrative gives you a step-by-step playbook to achieve explosive growth, combining lively and often hilarious storytelling, proven tactics, and numerous case-studies to help your startup achieve explosive growth.

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service book

The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.

The Experience: The 5 Principles of Disney Service and Relationship Excellence book

The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principlesemployed at the renowned leader in customer experience­— the Walt Disney Company. Learn how to bring that same level of care and value to your own organization.

Disrupt You!: Master Personal Transformation, Seize Opportunity, and Thrive in the Era of Endless Innovation book

The business leaders of our future must anticipate change to create their own opportunities for personal satisfaction and professional success. In Disrupt You!, Jay Samit describes the unique method he has used to invent new markets and expand established businesses.

Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization book

Here you will find real world advice on a wide variety of topics essential to effective call center management including: Recruiting and Hiring: How to find great agents, what to look for in a candidate, how to weed out applicants, closing the best candidates.

Leaders Eat Last: Why Some Teams Pull Together and Others Don't book

Too many workplaces are driven by cynicism, paranoia, and self-interest. But the best ones foster trust and cooperation because their leaders build what Sinek calls a "Circle of Safety" that separates the security inside the team from the challenges outside.

Contagious: Why Things Catch On book

Whether you’re a manager at a big company, a small business owner trying to boost awareness, a politician running for office, or a health official trying to get the word out, Contagious will show you how to make your product or idea catch on.

Data Science for Business: What You Need to Know about Data Mining and Data-Analytic Thinking book

Data Science for Business provides examples of real-world business problems to illustrate these principles. You’ll not only learn how to improve communication between business stakeholders and data scientists, but also how participate intelligently in your company’s data science projects.

New Sales. Simplified.: The Essential Handbook for Prospecting and New Business Development book

The lifeblood of your business is a constant flow of new accounts. Whether you're a sales rep, sales manager, or a professional services executive, if you are expected to bring in new business, you need a proven formula for prospecting, developing, and closing deals.

The 22 Immutable Laws of Marketing: Violate Them at Your Own Risk! book

From the Law of Leadership, to The Law of the Category, to The Law of the Mind, these valuable insights stand the test of time and present a clear path to successful products. Violate them at your own risk.

Ten Types of Innovation: The Discipline of Building Breakthroughs book

Innovation principles to bring about meaningful and sustainable growth in your organization. Using a list of more than 2,000 successful innovations,including Cirque du Soleil, early IBM mainframes, the Ford Model-T, and many more, the authors applied a proprietary algorithm and determined ten meaningful groupings that provided insight into innovation.

Outbound Sales, No Fluff: Written by two millennials who have actually sold something this decade book

This book is a step-by-step guide for the modern sales professional. We want to give you the framework, knowledge, and skills to fill a sales pipeline with highly qualified opportunities. It’s all practical advice - no cutesy stories, no rants, and no product pitches.

Fanatical Prospecting: The Ultimate Guide to Opening Sales Conversations and Filling the Pipeline by Leveraging Social Selling, Telephone, Email, Text, and Cold Calling book

By ignoring the muscle of prospecting, many otherwise competent salespeople and sales organizations consistently underperform. Step by step, Jeb Blount outlines his innovative approach to prospecting that works for real people, in the real world, with real prospects.

Analytics: The Agile Way book

Award-winning author Phil Simon shows how intelligent organizations such as Google, Nextdoor, and others are approaching contemporary analytics. At a high level, the text will demonstrate how organizations are applying the same Agile techniques that software engineers and developers have successful used for years, but in a different area: analytics.

Social Media: Strategies To Mastering Your Brand book

When you buy Social Media: Strategies to Mastering your brand for Facebook, Instagram, Twitter and Snapchat, your followers will increase rapidly! You will discover everything you need to know about social media marketing. These crucial and effective tips will maximize your social media presence.

Marketing Analytics: Data-Driven Techniques with Microsoft Excel book

Helping tech-savvy marketers and data analysts solve real-world business problems with Excel. In today's busyoffices, marketers and analysts need simple, low-cost ways toprocess and make the most of all that data. This expert book offers the perfect solution.