The Science of Customer Connections: Manage Your Message to Grow Your Business by Jim Karrh
Engaging, practical, and immediately useful for any business and its messengers on how to talk about their business and connect with their customers.
The vast majority of word of mouth happens offline, in everyday conversations. In The Science of Customer Connections, Karrh offers simple concepts plus practical guidance for individual professionals, teams, and complex organizations to be part of those conversations in ways that grow their business.
With clear language and a sense of humor, Karrh guides readers step by step to create:
Readers will be equipped to engage customers and employees, build trustworthiness, and grow profitably―without necessarily having to change their business model, offerings, pricing, distribution, or people. Instead, they can quickly elevate the way that everyone close to the business talks about it, consistently resulting in stronger cross-selling and upselling of additional products and services, higher customer satisfaction, and more consistent employee engagement.
Inspirational real-world examples are presented from entrepreneurs and career changers, growth companies, and large global organizations.
Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business by Tiffani Bova
A WALL STREET JOURNAL BESTSELLER
Do you know the best way to drive your company's growth? If not, it's time to boost your Growth IQ.
Trying to find the one right move that will improve your business's performance can feel overwhelming. But, as you'll discover in Growth IQ, there are just ten simple--but easily misunderstood--paths to growth, and every successful growth strategy can be boiled down to picking the right combination and sequence of these paths for your current context.
Tiffani Bova travels around the world helping companies solve their most vexing problem: how to keep growing in the face of stiff competition and a fast-changing business environment. Whether she's presenting to a Fortune 500 board of directors or brainstorming over coffee with a startup founder, Bova cuts through the clutter and confusion that surround growth.
Now, she draws on her decades of experience and more than thirty fascinating, in-depth business stories to demonstrate the opportunities--and pitfalls--of each of the ten growth paths, how they work together, and how they apply to business today. You'll see how, for instance:
* Red Bull broke Coca-Cola and PepsiCo's stranglehold on the soft drink market by taking the Customer Base Penetration path to establish a foothold with adventure sports junkies and expand into the mainstream.
* Marvel transformed itself from a struggling comic book publisher into a global entertainment behemoth by using a Customer and Product Diversification strategy and shifting their focus from comic books to comic book characters in movies.
* Starbucks suffered a brand crisis when they overwhelmed their customers with a Product Expansion strategy, and brought back CEO Howard Schultz to course-correct by returning to the Customer Experience path.
Through Bova's insightful analyses of these and many other case studies, you'll see why it can be a mistake to imitate strategies that worked for your competitors, or rely on strategies that worked for you in the past. To grow your company with confidence, you first need to grow your Growth IQ.
Flip the Script: Getting People to Think Your Idea Is Their Idea by Oren Klaff
THE BESTSELLING AUTHOR OF PITCH ANYTHING IS BACK TO FLIP YOUR ENTIRE APPROACH TO PERSUASION.
Is there anything worse than a high-pressure salesperson pushing you to say "yes" (then sign on the dotted line) before you're ready?
If there's one lesson Oren Klaff has learned over decades of pitching, presenting, and closing long-shot, high-stakes deals, it's that people are sick of being marketed and sold to. Most of all, they hate being told what to think. The more you push them, the more they resist.
What people love, however, is coming up with a great idea on their own, even if it's the idea you were guiding them to have all along. Often, the only way to get someone to sign is to make them feel like they're smarter than you.
That's why Oren is throwing out the old playbook on persuasion. Instead, he'll show you a new approach that works on this simple insight: Everyone trusts their own ideas. If, rather than pushing your idea on your buyer, you can guide them to discover it on their own, they'll believe it, trust it, and get excited about it. Then they'll buy in and feel good about the chance to work with you.
That might sound easier said than done, but Oren has taught thousands of people how to do it with a series of simple steps that anyone can follow in any situation.
And as you'll see in this book, Oren has been in a lot of different situations.
He'll show you how he got a billionaire to take him seriously, how he got a venture capital firm to cough up capital, and how he made a skeptical Swiss banker see him as an expert in banking. He'll even show you how to become so compelling that buyers are even more attracted to you than to your product.
These days, it's not enough to make a great pitch.
To get attention, create trust, and close the deal, you need to flip the script.
Rehumanize Your Business: How Personal Videos Accelerate Sales and Improve Customer Experience by Ethan Beute and Stephen Pacinelli
Accelerate sales and improve customer experience
Every day, most working professionals entrust their most important messages to a form of communication that doesn't build trust, provide differentiation, or communicate clearly enough. It's easy to point to the sheer volume of emails, text messages, voicemails, and even social messaging as the problem that reduces our reply rates and diminishes our effectiveness. But the faceless nature of that communication is also to blame.
Rehumanize Your Business explains how to dramatically improve relationships and results with your customers, prospects, employees, and recruits by adding personal videos to emails, text messages, and social messages. It explains the what, why, and how behind this new movement toward simple, authentic videos—and when to replace some of your plain, typed-out communication with webcam and smartphone recordings.
• Restore face-to-face communication for clarity and connection
• Add a personal, human touch to your emails and other messages
• Meet people who’ve sent thousands of videos
• Learn to implement your own video habit in an easy, time-saving way
• Boost your replies, appointments, conversion, referrals, and results dramatically
If you’re ready to influence, teach, sell, or serve in a more personal way, Rehumanize Your Business is your guide.
Nincompoopery: Why Your Customers Hate You--and How to Fix It by John Brandt
Find and kill the corporate stupidity that drives customers crazy. CEO and award-winning business writer John R. Brandt offers concrete examples of how any organization--large or small, and regardless of industry--can innovate in ways that delight customers and attract top-level talent.
Nincompoopery--terrible customer service, idiotic business processes, and soul-crushing management practices--surrounds all of us. We lose time, patience, and profits as stuck-in-the-past organizations actively prevent us (and our customers) from getting the value we (and they) deserve.
Can’t anybody change this? CEO and award-winning business writer John R. Brandt says we can. In Nincompoopery: Why Your Customers Hate You--And How to Fix It, he leverages research across thousands of companies to show leaders how to find and kill the corporate stupidity that drives customers crazy. More importantly, he offers concrete examples of how any organization--large or small, and regardless of industry--can innovate in ways that delight customers and attract top-level talent.
Brandt has worked with hundreds of companies to help them outwit competitors, and in the blunt (and funny) Nincompoopery, he shares his unique blueprint for success. It usually starts by asking a simple question or two, such as
Nincompoopery offers leaders the answers they need--and the profits they crave--with a scoop of humor on the side. Enjoy!