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"Watch out, Goliath. Jon Yates has a slingshot and he's teaching us how to use it."
—Amy Dickinson, New York Times bestselling author and America's favorite advice columnist
"Jon Yates gives consumers a great primer on how to solve their own customer service problems."
—Angie Hicks, Founder of "Angie's List"
Jon Yates, the Chicago Tribune's popular "Problem Solver," offers eminently practical, money-saving advice
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"In this revolutionary bestseller, innovation expert Clayton M. Christensen says outstanding companies can do everything right and still lose their market leadership--or worse, disappear altogether. And not only does he prove what he says, but he tells others how to avoid a similar fate. Focusing on "disruptive technology," Christensen shows why most companies miss out on new waves of innovation. Whether in electronics or retailing, a successful company...
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Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.
In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive...
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Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls 'Zombie Loyalists,' fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue. Imagine an army of customers who will do your public relations, marketing and advertising, without being asked, each and every time they give you their money. These are Zombie Loyalists. They...
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"CEOs. Leaders without titles. Startups. Corporations. For-profits. Nonprofits. It doesn't matter who you are or what you do - you want to become the best. You want to win, every time. Horst Schulze knows how to win. In Excellence Wins, Schulze, in his absolute no-nonsense approach, shares the visionary and disruptive principles that have produced immense global successes over the course of his still-prolific fifty-year career. As the co-founder...
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What’s the secret to wowing your customers while maintaining a loyal and dedicated workforce? No one knows better than Enterprise, the nationnation’s #1 car rental company, Enterprise Rent-A-Car. Drawing upon the secrets time-tested strategies that have propelledhelped Enterprise grow from a single location in St. Louis car dealership into a $9 billion global powerhouse, EXCEEDING CUSTOMER EXPECTATIONS reveals how to:
Actively seek...
Actively seek...
13) The power of WOW: how to electrify your work, your community, and your life by putting service first
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"In The Power of WOW, Zapponians from every part of the business share powerful stories and lessons that they have learned in business and life -- from delivering empathetic customer service in the face of devasting circumstances to creating a self-organized organizational structure using Market Based Dynamics and everything in between"--
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"The Internet is often hyped as a means to enhanced consumer power: a hypercustomized media world where individuals exercise unprecedented control over what they see and do. That is the scenario media guru Nicholas Negroponte predicted in the 1990s, with his hypothetical online newspaper The Daily Me - and it is one we experience now in daily ways. But, as media expert Joseph Turow shows, the customized media environment we inhabit today reflects...
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"In What Stays in Vegas, journalist Adam Tanner exposes the greatest threat to privacy today. It's not the NSA, but good-old American companies. Internet giants, leading retailers and other firms are gathering data behind the scenes with little oversight from anyone. "This is the information age, and information is power!" screamed DocuSearch, "America's Premier Resource for Private Investigator Searches & Lookups" in 1996-and they were right. In...
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"Laura Solomon will help you give a compelling answer to your patron's question, "What's in it for me?" with advice on such topics as: 5 characteristics of effective content marketing; 4 methods of audience assessment; How to optimize content for sharing; Meaningful metrics for the library context; Elements of an editorial calendar for sustainable content; How to create once and re-purpose many times; 5 common mistakes and how to avoid them; Template...
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"It's time to check in. When's the last time you checked in? No, not at a hotel. When's the last time you checked in with your own goals, plans, and aspirations for the future? In Checking In, Stephen J. Cloobeck--entrepreneur, investor, philanthropist, and the founder and former CEO and chairman of Diamond Resorts International--invites you to check in with yourself to take stock of where you are, where you want to go, and, most importantly, how...
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"Technology changes almost constantly, increasing vastly in importance to businesses large and small. Now that video can be captured on smartphones and tablets, filmmaking and video production has become a more integral and invaluable part of any business's marketing strategy or even the cornerstone of the business. This comprehensive guide to building a career in video production and filmmaking takes a look at how to get an education in the field,...