#1 Amazon BESTSELLER...Customer Service#1 Amazon BESTSELLER...Professional Development#1 Amazon BESTSELLER...EducationDon't let your Competitors beat you to this book...go get your copy NOW! Who Is This For? If you are in business as an Entrepreneur, Legal, Financial, or Accounting Professional, a small to medium business Owner, a Manager, Supervisor or someone who interacts directly with customers AND... * You're tired of losing valuable clients, and have had enough of customers leaving your company or practice * You've had enough of the gut-wrenching stress and dejection every time customers post negative online reviews * You want to halt the trend of finding out that your angry or merely satisfied customers are flocking to your competitors * You want to stop your online reputation from further being damaged * You'd like to significantly boost your revenue * You want to thrive and not just survive in a challenging Economy * You and your staff want to master the easiest and most effective way of taking care of angry or disgruntled customers * You'd like to build rapport, connect more meaningfully with your customers, and tap into the most powerful marketing strategy in the world which is word-of-mouth advertising then this Book is just for you.Your Window of Opportunity to Stand Out and Distinguish Yourself Amidst the Average or Mediocre Research shows that businesses who provide poor customer service will not only lose sales, but invariably also lose their customers to competitors. It is costing businesses an average of $289 per Lost Customer per year. Multiply that one customer whose average lifetime with the company is hypothetically 5 years, and that's $1,445 of lost revenue...for just that one customer. If that same business loses 2 customers in one year, that's $2,890 of squandered revenue. And that's not even taking into account all the referrals that those customers could've sent their way. And the referrals of those referrals. Can you see how lost revenue can rapidly and exponentially escalate? According to the American Express 2011 Global Customer Service Barometer, an annual report conducted by Echo Research in 10 nations. * "Good customer service leads to repeat business" * "Poor service leads to lost sales" * "Consumers are more likely to tell others about their poor customer service experiences" * "Consumers will switch brands to get better Customer Service" In the American Express 2012 Global Customer Service Barometer, here are their findings. * "Consumers think businesses are paying less attention to providing good customer service." * "Only 7% of consumers said that the customer service experiences they have with companies usually 'exceed their expectations' (compared to 6% in 2011) and 31% said that companies usually 'miss their expectations' for customer service (compared to 29% in 2011)." * "Most consumers still believe that companies are helpful, but aren't doing anything extra to keep their business." * "Consumers will spend more with companies that provide excellent service." We'd appreciate it if you would please write a short review of this book. Thanks so much. Disclaimer: This book is very similar to "How to Stop Losing Patients NOW." But Customer Loyalty 101 caters more to companies and businesses that are not in the Healthcare industry.

Praise for Predicting Market Success "Predicting Market Success has come at the right time for major companies. The value of understanding the dimensions of your brand's unique appeal and strength of preference is indispensable for brand strategy today. This book is well worth your time." —Joseph T. Plummer, Chief Research OfficerThe Advertising Research Foundation "In the competitive world of branding, understanding what drives consumer loyalty is the cornerstone of a brand's continued success. Passikoff's market-driven insights on how to obtain, analyze, and utilize loyalty metrics will help you make strategic, brand-enhancing decisions." —Seth M. Siegel, Cochairman, The Beanstalk Group "Passikoff is the guy who can explain to me why people buy certain things from certain companies, even though other things by other companies seem just as good. With his great feel for pop culture and almost philosophical outlook, he understands what makes consumers tick-and stick." —Lenore Skenazy, syndicated columnist "Loyalty is a key component of the strength of a brand and brand equity, and Passikoff understands loyalty like few others. In this book, he captures the essence of loyalty and branding in a practical way-showing how loyalty drives profitability." —Erich Joachimsthaler, Chairman, Vivaldi Partners "If you want a business book that will make you feel justified, complimented, and comfortable, don't read this. If you want a book to challenge your beliefs about brand marketing right down to the core, you can't afford not to." —John Gaffney, Executive Editor, Peppers & Rogers Group

A little book with big impact, this one-idea-on-a- page book delivers insight that can be used at every level of an organization to build and sustain customer retention and loyalty. Based on the premise that the businesses that will thrive are those that recognize and nurture strong, trusting relationships, "Winning" offers a new look at the interaction between marketing and customer care. At the heart of "relationship marketing" is relationship mastery. The better you are at building relationships the better you are at business. This book presents a diverse mix of relationship skills - some geared towards external customers some towards internal customers and some towards the individual - all designed to create customer loyalty and enhance customer lifetime value. Covering topics from Defining Values to Having Fun, it's short, clever, easy to read and most importantly useful in teaching every person in the company the importance of customer caring at all levels. After all, Customer Caring is everyone's business. This was Jo Anna Brandi "The Customer Care Lady's" first look and it still remain a favorite after it's fourth printing!

Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.