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Summary of The Employees of Zappos.Com, Tony Hsieh & Mark Dagostino's The Power of WOW
Please note: This is a companion version & not the original book. Sample Book Insights: #1 The Zappos team is known for its customer service, and it is my job as a Customer Loyalty Team lead to make sure that continues. I do spot checks of our customer service call logs to make sure that people who call in with a question or concern are being taken care of as they should be. #2 The call center agent was empathetic and friendly with Susan, but she didn’t offer much of an apology for the inconvenience and worry she had caused her. The shoes were meant to be a tribute to the boyfriend’s death, and it was clear that they were more than just shoes to the family. #3 I called Susan and made sure her daughter received the new shoes in time for her chemo treatment. I also sent her a $100 gift certificate so she could buy something nice after all of this was over. #4 I was shocked at how much the woman, who was preparing for her husband’s funeral the next day, enjoyed talking to me. I learned that people all over the world like to talk, and they especially like to be listened to.
UnMarketing
Stop marketing. Start UnMarketing. No one likes cold calls at dinnertime, junk mail overflowing your mailbox, and advertisements that interrupt your favorite shows. If this is "marketing," then the world would probably prefer whatever is the opposite of that. If you're ready to stop marketing and start engaging, then welcome to UnMarketing. The landscape of business-customer relationships is changing, and UnMarketing gives you innovative ways out of the old "Push and Pray" rut. Instead, draw the right customers to you through listening and engagement, enabling you to build trust and position yourself as their logical choice when they need you. This updated and revised edition includes new in...
Conversion Optimization
How do you turn website visitors into customers? Conversion Optimization offers practical advice on how to persuade visitors to make a buying decision -- without driving them away through data overload or tedious navigation. You'll learn how to use marketing principles, design, usability, and analytics on your site to increase your buyer-to-visitor ratio, whether you're involved with marketing or designing a large ecommerce site, or managing a modest online operation. Based on the authors' broad experience in helping businesses attract online customers, this book addresses every aspect of the process, from landing visitors to finalizing the sale. You'll learn several techniques for blending ...
Mastering the World of Marketing
The best of the best strategies from leading marketers There are millions of ways to speak to your market today; this makes choosing the best approach all the more important. With methods, tricks, techniques, strategies, and platforms suited for companies and budgets of all sizes, Mastering the World of Marketing reveals how 50 of the top marketers working today generate leads, create brand recognition, and capture new customers. Covering both offline and online channels, this comprehensive guide examines traditional, alternative, and hybrid approaches, giving you the full range of what works today so you can choose what suits your business needs best. Includes networking, word of mouth mark...
Social Media Marketing For Dummies
Get the last word on the most up-to-date social media marketing techniques If you're not tweeting, Facebooking, or blogging by now, your business is getting left behind. Social media marketing is a highly effective way to engage with your customers. It's an easy, inexpensive way to enlarge your audience, add customers, and build your business. This guide provides an indispensable resource for small businesses and start-ups looking for low-cost online marketing strategies, as well as for marketers in larger companies who want to be more involved with social media. Learn which social media sites best fit your business and how to take full advantage of them. Explore the many aspects of social m...
Branded!
Written through the eyes of retail and technology executives, Branded! explores retailers who are successfully implementing social media and mobility strategies. Market-leading retailers are engaging technology-savvy customers though social media and mobility. Branded! reveals how these digital communication channels are an extension of a retailer's culture and strategy resulting in building brand equity. Comprehensive reviews of Starbucks, Zappos, Wet Seal, Macy's, 1-800-Flowers.com, JCPenney, Pizza Hut and Best Buy are featured. Branded!: Provides a clear review of social media as well as the rapid changes in the development and use of mobility. Demonstrates why retailers cannot 'wait and see', and must move rapidly Shows how each company's social media and mobility initiatives are based on the individual personality of the company. Discusses sophisticated analytic tools that enable retailers to measure their performance and make informed decisions on the data
Freakin' Fabulous on a Budget
"In this follow-up to FREAKIN' FABULOUS, style guru Clinton Kelly doles out advice on fashion, decorating, etiquette, entertaining, and crafts, revealing how to be fabulous without breaking the bank"--
Bold
WINNER: CMI Management Book of the Year Awards 2012 - E-book Category More than ever before business success depends on standing out from the crowd and delivering authentic experiences that turn your customers into advocates for your business. BOLD tells the stories of 14 companies that prove that brand building is now about completely rethinking the customer experience and redefining the relationship you have with your customers. Each inspiring story is told by the executives involved who were brave enough to pursue audacious goals, challenge industry norms and win. BOLD puts the spotlight on Virgin Galactic, Innocent, O2, Air Asia X, Chilli Beans, Six Senses Resorts and Spas, Burberry, BBH, The Geek Squad, TNT Express, JCB, WWF, Umpqua Bank and Zappos.com. These inspiring case studies demonstrate that putting purpose before profit, going way beyond what customers expect and relentlessly differentiating themselves from everyone else - in other words, being bold in thought, bold in execution and bold in measuring their success in new ways - pays off.
