A master of customer service reveals his secrets for developing long-lasting business relationships and customer loyalty. "We shower our customers with attention. There's no doubt in my mind that our philosophy can be applied to selling just about anything -- from aircraft engines to beanbags." (Jack Mitchell) The only way to stay in business is with customers, and Jack Mitchell knows how to attract them, and how to keep them. He has a deceptively simple but winning relationship approach to customer service -- that a relationship is at the heart of every transaction. Jack's business philosophy is based on "hugs" -- personal touches that impress and satisfy the customer, such as: -- Remembering the name of your customer's dog -- Calling a customer to make sure he's satisfied after a purchase -- Having a "kids' corner" with TV, books, and treats -- Knowing your customers golf handicap -- Introducing customers to business contacts -- Letting your customer use your office to make a personal phone call This is a proven theory -- hugging works! Mitchells/Richards achieves among the highest margins in its industry, as well as amazing customer loyalty. Complete with anecdotes that exemplify outstanding customer service, Hug Your Customers shows how any business can adapt this hugging philosophy to attract great staff, lower marketing costs, and maintain higher gross margins and long-term revenues. At a time when customer service has become the difference between success and failure, Hug Your Customers shows how Jack's one-of-a-kind philosophy brings the results you're looking for.

Price: $13.95 USD

Convert relationships into revenue-generating business!. With Clients, Clients, and More Clients , you’ll learn how to capture the attention of the right connections, build loyal relationships, and influence people to hire you. Larina Kase combines the latest research from the field of psychology with her own background as a marketing psychologist to help you understand exactly how potential clients think—and use this information to close the deal. Discover how to understand the true needs of a client; access underlying emotions through the use of metaphor; alleviate clients' stress or fears; use color and design psychology to optimize your branding; make yourself memorable; use endorsements in the way that really works; package your products and services so people decide to purchase them. Larina Kase, PsyD, MBA , is a cognitive-behavioral psychologist and marketing consultant to service business owners. She publishes the monthly ezine Stand Out! Marketing that Grabs Attention and Gets Results and is the author or coauthor of several business books, including The Confident Leader and The Confident Speaker . Praise for Clients, Clients, and More Clients. “If ‘who you know’ and making a meaningful connection with them is truly part of the success factor in business (and it is), I promise you that Larina Kase's Clients, Clients, and More Clients will have your phone ringing and e-mail box full of people who truly want to do business with you. A savvy, wise, and value-based text allows the reader to learn what few others understand: the Science and Art of Connecting. I've read and reviewed a dozen books on building a solid client base. Most completely miss the target. This book is a handbook to meet, connect with, and build a valuable relationship with just about anyone you want to.”. —Kevin Hogan, Psy.D., author of The Science of Influence and The Psychology of Persuasion. “This is a remarkable, readable, and instantly practical book packed with leading-edge tips on attracting new clients fast. I loved it!”. —Dr. Joe Vitale, author of The Attractor Factor. “In Clients, Clients, and More Clients , Larina Kase shows you how to find and influence prospects so they’ll understand the value of your work and readily do business with you. The research-based strategies in this important and engaging book are worth any businessperson’s time, close study, and dedicated application. The book is true to its promises.". —Mark Levy, founder of Levy Innovation and author of Accidental Genius: Using Writing to Generate Your Best Ideas, Insight, and Content. ” Clients, Clients, and More Clients is a must-read for every sales executive, sales manager, and company executive. This is not your typical how-to sales guide, as it digs deep into how to change a losing sales strategy into a winning success. Larina uncovers the psychology behind the sales mentality,

Price: $20.00 USD

The ultimate guide to relationships, influence and persuasion in 21 st century business. What is most important to your success as a sales or business professional? Is it education, experience, product knowledge, job title, territory, or business dress? Is it your company's reputation, product, price, marketing collateral, delivery lead times, in stock ratios, service guarantees, management strength, or warehouse location? Is it testimonials, the latest Forbes write up, or brand awareness? Is it the investment in the latest CRM software, business 2.0 tools, or social media strategy? You could hire a fancy consulting firm, make the list longer, add some bullet points, put it into a PowerPoint presentation, and go through the whole dog and pony show. But at the end of the day there will be only one conclusion… None of the above ! You see, the most important competitive edge for today's business professionals cannot be found on this list, your resume, or in any of your company's marketing brochures. If you want to know the real secret to what matters most in business, just look in the mirror. That's right, it's YOU. Do these other things matter? Of course they do, but when all things are equal (and in the competitive world we live in today, things almost always are) People Buy You . Your ability to build lasting business relationships that allow you to close more deals, retain clients, increase your income, and advance your career to rise the top of your company or industry, depends on your skills for getting other people to like you, trust you, and BUY YOU. This break-through book pushes past the typical focus on mechanics and stale processes found in so many of today's sales and business books, and goes right to the heart of what matters most in 21 st century business. Offering a straight forward, actionable formula for creating instant connections with prospects and customers, People Buy You will enable you to achieve a whole new level of success in your sales and business career. You'll discover: Three relationship myths that are holding you back Five levers that open the door to stronger relationships that quickly increase sales, improve retention, increase profits and advance your career The real secret to making instant emotional connections that eliminate objections and move buyers to reveal their real problems and needs How to anchor your business relationships and create loyal customers who will never leave you for a competitor How to build your personal brand to improve your professional presence and stand-out in the market place People Buy You is the new standard in the art of influence and persuasion. Few books have tackled the subject of interpersonal relationships in the business world in such a practical and down-to-earth manner, breaking what many perceive as a complex and frustrating process into easy, actionable steps that anyone can follow.

Price: $21.95 USD

SugarCRM is an innovative customer relationship management software solution that enhances your company’s marketing effectiveness, drives sales performance, improves customer satisfaction, and provides executive insight into business performance. SugarCRM For Dummies will show you to take advantage of this free, open source CRM application to boost your sales and please your customers. This guide helps you choose the flavor of Sugar you need, acquire and deploy it, set up accounts and contacts, and organize your day. You’ll first learn how to install SugarCRM, customize user preferences, create databases, and import contacts from other software. Next, you’ll discover how to extend SugarCRM’s capabilities to meet needs unique to your business. You’ll also find out how to::; Schedule appointments, link them to records and notes, and organize your sales opportunities; Build campaigns, track their success, and grow your contact list with Web-to-lead forms; Manage customer issues and forums to exterminate software bugs; Send e-newsletters and automate customer e-mail communication with templates; Take advantage of a complete recipe book for SugarCRM administrators; Improve sales performance with SugarCRM; Provide great service to your customers; Develop searchable libraries and FAQs; Create and share documents. SugarCRM For Dummies will get you quickly up to speed on this customer relationship management software so you can enhance your business. Note: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.

Price: $24.99 USD

This is the eBook version of the printed book. If the print book includes a CD-ROM, this content is not included within the eBook version. “Definitely, a game changer! Design experience is the power shift to our era what mass marketing was to the last century.” John Sculley  former CEO, Pepsi and Apple   “Great design is about creating a deep relationship with your customers. If you don’t, you’re roadkill. This book shows you how and much, much more. Be prepared to have your mind blown.” Bill Burnett  Executive Director, Design Program, Stanford University   “Design is the last great differentiator, and yet so few really understand it. Do You Matter? offers a marvelous series of direct, in-your-face observations and drives home the means to an absolutely integrated design strategy.” Ray Riley  Design GM, Entertainment and Devices, Microsoft   “This book will challenge you to ask and answer what arguably are the most important questions an executive can ponder today. So open up.”  Noah Kerner  CEO, Noise and coauthor, Chasing Cool   More and more companies are coming to understand the competitive advantage offered by outstanding design. With this, you can create products, services, and experiences that truly matter to your customers' lives and thereby drive powerful, sustainable improvements in business performance. But delivering great designs is not easy. Many companies accomplish it once, or twice; few do it consistently. The secret: building a truly design-driven business, in which design is central to everything you do. Do You Matter? shows how to do precisely that. Legendary industrial designer Robert Brunner (who laid the groundwork for Apple's brilliant design language) and Stewart Emery ( Success Built to Last ) begin by making an incontrovertible case for the power of design in making emotional connections, deepening relationships, and strengthening brands. You'll learn what it really means to be "design-driven" and how that translates into action at Nike, Apple, BMW and IKEA. You'll learn design-driven techniques for managing your entire experience chain; define effective design strategies and languages; and learn how to manage design from the top, encouraging "risky" design innovations that lead to entirely new markets. The authors show how (and how not) to use research; how to extend design values into marketing, manufacturing, and beyond; and how to keep building on your progress, truly "baking" design into all your processes and culture.

Price: $24.99 USD

"The social customer is your NEW customer. And if you don’t recognize it, they will be someone else’s new customer. Adam Metz presents a clear, concise game plan for attracting them, connecting with them, and keeping them. Don’t just buy this book: invest in the content. Actually, invest time to implement the content.". —JEFFREY GITOMER, author of The Little Red Book of Selling and Social BOOM!. "This book connects two key dots in the customer equation: knowing why your customers uniquely do business with you and taking actions that cause them to repeat that choice more frequently.". — RICH BLAKEMAN, sales vice president, Miller Heiman, from the Afterword. "I’ve seen the future of marketing and it delivers in less than 300 pages. Adam Metz’s The Social Customer makes a compelling case for revolutionizing your thinking about how you connect and build a relationship with your customer in a fashion that shrinks your marketing team and amplifi es the love the world feels for you and your product. Not easy stuff, and, done the wrong way, it’s dangerous.". — CHIP CONLEY, founder of Joie de Vivre Hospitality and author of PEAK: How Great Companies Get Their Mojo from Maslow. About the Book. IF you look at the people who follow your company via social media simply as "social media users," you’re missing a much bigger picture. They are, above all, your customers—and as such, they have a multitude of needs. But without the right social media strategy, they might not remain your customers for long. Adam Metz is prized by clients and online fans for his understanding of what makes both companies and their customers click—and how social media can get them in sync and drive revenue. In The Social Customer , he teaches you all you’ll need to know to transform your business—not just on the Web but across the board. Even if Facebook and Twitter were to disappear tomorrow, these are the fundamentals that will always apply—whatever the technology and whatever the social media. You’ll learn: How to transform your brand into a coveted "Social Object"; Where your brand currently stands with your social customers—and how to mobilize your customers to get the word out; The "The Ten Commandments of Social Customer Relationship Management"; How to harness the power of collaboration; How to delight your customers and win loyalty through individualized Treatment; What terms like "Social Marketing" and "Social Sales Insights" really mean—and why they can be vital to business success. Metz also includes anecdotes, case studies, and outside-the-box inspiration from branding innovators—ranging from upstart punk bands to absolute giants like Burger King and SAP—all designed to keep you thinking critically, creatively, and with the kind of flexibility that will keep your social

Price: $25.00 USD

There are enormous health benefits from tackling climate change. This is the first book to set out what health practitioners can do to prevent the worst impacts of climate change, to make health services sustainable, and to design healthy, sustainable communities. The book:- provides an introduction for health practitioners and students to climate change and its current and future health impacts- describes the relationship between health and the environment- gives facts and figures on greenhouse gas emissions- sets out the huge benefits to health of acting on climate change- explains what health practitioners can do - at home, at work and in their organizations, and - shows how you can support action in communities, nationally and globally.Essential reading for:- health professionals, local government, built environment professionals- students across all sectors of health, medicine and public administration- community and voluntary sector, NGOs- the business community involved in private healthcare.The Health Practitioner's Guide to Climate Change is written by an authoritative group of authors from key organisations in the field, including the Met Office, the Faculty of Public Health, Natural England, the London School of Hygiene and Tropical Medicine, the Climate and Health Council, the NHS Sustainable Development Unit, the Health Protection Agency, the University of the West of England, Sustrans and the National Social Marketing Centre.Sponsored by The National Heart Forum and the National Social Marketing Centre.Foreword by Dr. R.K. Pachauri, Director General, The Energy and Resources Institute (TERI) and Chairman, Intergovernmental Panel on Climate Change (IPCC)

Price: $30.95 USD

In the first five seconds of your first contact with a person or business, a perception forms in your mind: This ‘perception of a difference’ forms without your conscious knowledge or control and affects your relationship with that person or business from that point on. If the perception is positive you may agree to a sales appointment or may walk into the business and perhaps buy something. If the perception is negative, you will avoid further contact and do business with them only if they are the sole source for what you need. This book is the first in a series of three volumes, concerning the power of perceptions in our lives and how they affect our personal and business endeavors. This first volume begins with an illustration of ‘The Business Arch’ showing all the functions that exist in any business operation, as blocks in an arch. Each chapter shows why a weakness in any functional block, weakens, endangers the business as a whole. Trust is the Keystone of the business arch. The book includes true stories written in the first person conversational mode. The result is interesting and easy to read. The book is a powerful learning experience; the learning takes place as you relate to the people and situations in the stories. The stories educate the reader on the practical effect of the perception of a difference on all aspects of business or organizational relationships. You discover the five distinct steps involved in every purchase decision -- invaluable information for sellers of all types of products. The importance of the perception of a difference in marketing is clear as you read the chapters on marketing. Twenty-seven questions that must be answered successfully, to qualify a product or service for success in its planned market, are invaluable to anyone in business or starting a business. The chapters on selling, contrast inside sales, (customer visits the salesperson) versus outside sales (salesperson visits the customer). The stories reveal why successful inside salespeople rarely succeed in outside sales, and why those who do succeed in both are often in real estate or similar industries. Sales techniques are shown when used in a story, but they are not emphasized in this book. Practical tools, like time and territory management are presented in an understandable way. Customer Care, education after the sale, is emphasized in each chapter. The experiences of the many people, in the stories, drive home the fact that the care the customer will receive, after the sale, must be demonstrated during the selling process. It is demonstrated in all the little things the sales team does; that though the sales person may be the one most visible, no one sells alone; others are essential to the sale and to customer care afterwards.

Price: $31.95 USD

Now more than ever, doctors are being targeted by government prosecutors and whistleblowers challenging the legality of their relationships with drug and device companies. With reputations at stake and the risk of civil and criminal liability, it is incumbent upon doctors to protect themselves. Managing Relationships with Industry: A Physician's Compliance Manual is an indispensable resource for doctors, professional societies, academic medical centers, community hospitals, and group practices struggling to understand the ever changing law and ethical standards on interactions with pharmaceutical and device companies. It is the first comprehensive summary of the law and ethics on physician relationships with industry written for the physician. Authored by a former state Attorney General, Harvard Medical School Professor, health care lawyer and professor of ethics, Managing Relationships approaches the topic from a balanced and reasoned perspective adding to the on-going national dialogue and debate on the proper limits to medicine's relationship with industry. * The first complete and up-to-date summary and analysis of the law and ethics on physician-industry relationships * Focuses on major enforcement actions and whistleblower lawsuits and the lessons learned for physicians * Provides options and guidance for maintaining compliant relationships and avoiding traps for the unwary * Covers both drug and device company relationships * Summarizes the types of industry relationships that are necessary and productive and those that are harmful and abusive * Details the law and ethics for each type of relationship including gifts, off-label uses and marketing, CME, speaker's bureaus, free samples, grants, consulting arrangements, etc. * Includes sample contracts for permissible consulting and CME speaker engagements

Price: $41.95 USD

The consulting industry has been on a roller-coaster ride since the heady days of the 1990s. After a recession triggered by the dotcom crash, it's now growing rapidly again--but in a market that has changed beyond all recognition. Fees are down, buying is centralized and many clients are ex-consultants who know all the tricks of the trade. It's a hostile environment in which great personal qualities are no longer enough--consultants need trusted firms behind them, helping them deliver results. This unique journey through the new consulting terrain looks at how leading consulting firms worldwide create a platform for success: what values they need; who they recruit and what recruitment processes work best; how they keep their finger on the pulse of the market; how they match the right people to particular jobs. "This book is essential for both client and consultant to understand the pitfalls to avoid and the conditions neccessary for successin todays' complex, multi faceted project environment.". -- Peter Hill, Chief Executive, Management Consultancies Association. "The Trusted Firm presents a compelling blueprint for the consulting firm of the future. From concepts to tactics, this book shows firm leaders why and how to rethink their businesses to earn client trust?the ultimate market differentiator.". --Michael W. McLaughlin, Editor, Management Consulting News and author of Guerrilla Marketing for Consultants. "Fiona, astute observer, commentator of the management field, provides insight and clarity to the chaos of rapid changes in our clients' evolving demands and how our firms can most effectively respond to them. A must-read for understanding data on contemporary client demands; a valuable contribution to our field. Czerniawska explicates the dynamics of the three-pronged relationship between the client, the consultant and the firm. She explains why each aspect of this tri-partite relationship is equally significant in the successful engagement.". --Elizabeth Ann Kovacs, President & CEO, Association of Management Consulting Firms

Price: $55.00 USD