Does your business feel lifeless in today’s fast-paced marketplace? Tired of struggling to stand out? Can’t seem to clarify your message? You may be a zombie and not even know it. Zombies are confused, haphazard, and indistinguishable. Businesses act like zombies when empty communications alienate customers, supporters, and partners. The Zombie Business Cure gets to the heart of many communication problems: identity. A lack of focus on identity... more...

This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer... more...

The Entrepreneur's Guide to Customer Development is bundled with a pre-order of Brant's and Patrick's next book, The Lean Entrepreneur. See LeanEntrepreneur.co “This is a must read for all startups and stakeholders.” — Steve Blank, author of The 4 Steps to the Epiphany, creator of Customer Development methodology “The Entrepreneur’s Guide is an easy read. It is written in a conversational tone, doesn’t take itself too seriously, and... more...

Magnetic: The Art of Attracting Business is a look at how consistently successful businesses are able to attract a steady and ever-increasing flow of customers. This innovative text examines a range of simple, powerful strategies that businesses of any size or type can use to attract new customers. The key is to do those things that harness the power of the single most important factor in buying decisions: positive word of mouth and... more...

A step-by-step guide to data mining applications in CRM. Following a handbook approach, this book bridges the gap between analytics and their use in everyday marketing, providing guidance on solving real business problems using data mining techniques. The book is organized into three parts. Part one provides a methodological roadmap, covering both the business and the technical aspects. The data mining process is presented in detail... more...

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest... more...

Your customers have become increasingly sophisticated and more connected than ever—broadcasting real-time feedback to a cloud of followers who are watching your every move. As savvy customers continue to demand more for less, organizations that choose to rest on their laurels will quickly see their market share evaporate. Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters guides readers... more...

The Grateful Dead, one of the most popular bands of all time, still enjoys incredible relevance to this day. But let's admit it, they weren't exactly poster boys for corporate America. Or were they? For an extraordinary 30 years, the Dead improvised a business plan-all while making huge profits and pioneering practices subsequently embraced by the business world. Now, business professor and lifelong Deadhead Barry Barnes shares the 10 most innovative... more...

'Powerful brands command. Read this insightful book and allow Scott to share how to make your brand stand out and deliver you buckets of money!' - Mark Victor Hansen, bestselling author of the "Chicken Soup for the Soul[registered] series. "Deming's approach to branding is not about gimmicks. It's about relationships - the real formula for building and sustaining your brand and your business' - Rieva Lesonsky, Editorial Director, "Entrepreneur"... more...

Any organization's key accounts are its lifeblood. Key Account Management puts forward a unique yet straightforward planning methodology for identifying, obtaining, retaining and developing key customers.  Key account management focuses on the long-term investment of resources -- both in terms of product quality and account managers -- into a customer that can offer an exceptional return on resources.  But which are the... more...