Customer Reviews:
Don't believe the other reviews.......2007-10-16
This book consists primarily of motivational ideas that are much better presented elsewhere. If you want sales motivation--success check out Brian Tracy. The sales ideas are weak and not original. For good sales information see Spin Selling, Question Based Selling, or Brian Tracy on Selling. If you've never read a book on sales or success you might like this one, but having read piles of books on sales and related subjects I say this is one of the worst. There are no original thoughts here!
A really easy read.......2007-10-06
As a salesman once upon a time myself i know how little time 'good' salespeople get to read books, digest the information, work out how and when to use a technique and adapt their presentations when they have worked a full day and are expected to go out the next.
If i have just discribed YOU and you are pounding the highways then this is the book for you.
I was reading a comment left buy Dave Lakhani who put it so very well that i'd do worse than to repeat it. "You can pick this book up and open it at any page". This is exaclty my experience of the book which is why all salespeople looking to learn easy step by step new techniques should buy this book and have it next to them in the car to read a page or two before sitting an appointment.
Gary May
Author: SELLING: Powerful New Strategies for Sales Success
www.garymay.net
Keep Asking the Question.......2007-08-21
As always a Fan I have follow Jeffery Gitomer's advice for years and have done well out of it. Does repeat a bit but, then we all need to be reminded of why we are in sales and how to make the most out of it. Alway value first, ask questions the answers are here.Read This!
Darren Teale Perth Western Autralia www.darrenteale.com.au
Perfect for the Sales Rookie.......2007-08-03
Anyone just entering the field of sales will benefit from the practical advice in this book. Forget about the thousands of textbook style sales books and pickm this one up.
This is NOT your average how-to guide! .......2007-06-11
"Every major sales answer you need to know is in this book." -From the Book.
Take a look inside this book and you'll see that this is no ordinary how-to guide. This guy is brilliant in that he has went off the beaten path of how a book is supposed to look. The book is approximately 5x8 in size, and is covered in red fabric and comes with a handy built in bookmark. I love the use of color throughout the book. The author has chosen to color important words and phrases throughout, to make them stand out in your mind, and there are some tasteful illustrations that enhance the messages conveyed.
I know so many sales people who don't like to read. If that's you, well, then you'll LOVE this book because not only is it an easy book to read and understand, but the style is totally fun. You may even forget you're reading and all the while you'll come away with a new perspective on selling!
I was hooked and knew I had to have this book from the beginning. I love the unconventional style of the book. Now, besides the great job he did on the look of the book, there is some extremely good information contained within these red walls. 99.5 real world answers are contained within 6.5 chapters. Loads of great advice on things like setting goals and How to do your best every day, prospecting, and even how to write a thank you note.
This book has more than earned it's spot on my bookshelf!
Amazon.com
In the fourth installment of their popular One to One series, Don Peppers and Martha Rogers examine a new aspect of the process they've defined and championed: the actual implementation of so-called customer-relationship management principles in pioneering organizations such as American Airlines,
1-800-FLOWERS, General Electric, and even the Carrollton, Texas, Fire Department. "This is not a fad. This is the reality of today's competitive landscape," they write in The One to One Manager. "The 'one-to-one future' is no longer the future. It's happening now." Using some two dozen examples, Peppers and Rogers show how a bank created a concierge-like program to connect with customers, how two clothing companies developed "mass customization" techniques to meet consumer demands cost-effectively, and how a software firm put on a "human face." The aggregate effectively demonstrates how some of today's more innovative enterprises are developing "individual relationships with individual customers," while offering practical advice for others who would like to do the same. --Howard Rothman
Book Description
Learn from the pioneers of Customer Relationship Management.
In
The One to One Manager, visionary authors Don Peppers and Martha Rogers, Ph.D., go behind the scenes to report on the challenges and solutions discovered by managers leading 1 to 1 efforts at organizations such as Xerox, General Electric, Oracle, First Union, Hewlett-Packard, USAA, Levi Strauss, and British Airways. Filled with in-depth interviews with executives on the front lines of the 1 to 1 revolution, and based on more than two dozen case histories from companies around the world,
The One to One Manager examines the actual day-to-day issues involved in setting up and running 1 to 1 initiatives.
The One to One Manager introduces readers to the groundbreakers, the pathfinders, and the explorers of a vast and rapidly expanding new universe of customer-focused business strategies. Among the fascinating pioneers profiled in this book, you will meet:
General Robert McDermott, the visionary leader who transformed USAA from an insurance firm mired in paperwork into an IT-savvy financial institution dedicated to meeting customer needs at warp speed.
Richard Vague, the CEO of First USA, champion of the "trusted agent" model for building lifelong customer relationships.
Nina Smith, a Xerox marketing executive blazing a trail through a forest of competing sales and distribution channels.
Royal Bank of Canada's Anne Lockie, who melds her knowledge of technology with a keen awareness of human nature to create 1 to 1 relationships with nine million customers.
Bruce Varner, a Texas fire chief who trains his fire fighters to treat local citizens as valued customers.
These early adopters, scouts, and risk takers offer managers and executives invaluable lessons in their efforts to map a new business universe in which organizations and enterprises organize around customer needs. It is a universe in which companies compete at extreme velocity, racing to devise strategies that will lock in customer loyalty, raise profits, and avoid the trap of commoditization. A virtual roadmap to the business world of the future,
The One to One Manager is the book executives and managers the world over have been waiting for.
Download Description
"The One to One Manager" is specifically targeted to help managers and executives master the opportunities -- and obstacles -- they are likely encounter in increasing their company's "share of customer."
A revolution is sweeping companies and organizations around the world as businesses shift from the notion of mass marketing to mass customization. Consequently, companies are evolving from traditional product-based enterprises to customer-focused, one-to-one enterprises that will allow them to develop longer-lasting, more profitable customer relationships. In "The One to One Manager, customer-relationship-management pioneers Don Peppers and Martha Rogers take readers behind the scenes of companies such as Xerox, Levi-Strauss, and American Airlines to show how managers and executives implement 1 to 1 programs to reshape their companies. Rather than relying on decentralized product lines, managers learn how to integrate services and customize products to meet the needs of individual customers. The book offers specific advice on how to make the transition to customer relationship management, and successfully deploy customer-centered behaviors in terms of sales, marketing, and service.
Customer Reviews:
Building Customer Relationships........2007-09-28
Peppers and Rogers show convincing reasons why customer relationships are important in today's environment. Mass production is no longer the norm and by fostering meaningful relationships with our customers, we grow the trust with our valued customers. If we don't, our organizations dies from a thousand small cuts. Companies may not die immediately, but if they don't use these principles, they face an ineviable decline.
The authors detail some pertinent cases from their own background on the 1to1 relationship building in different companies. This shows the meaning of true customer relationship management. Several examples are given where a company uses the Internet to increase their customer relationship management. As one reviewer stated, nothing is really new in this book, but many companies are still not using these methods to further their customer relationships. This is an OK read, with many good examples thrown in.
This is NOT the book the title suggests.......2004-03-27
There is nothing in this book for a manager. I was hoping to see application of the ideas of 1-to-1 to employees instead of customers. A lot of similar benefits could be reaped. There is also virtually nothing about managing in a 1-to-1 company, or instituting that kind of change as a manager.
What this book has is a number of marginally interesting mini-case histories "caselets" that convey only the basics of what was done, and nothing about the thought process used to develop the ideas or the issues that came up and were addressed in the implementation. A book with a quarter of the cases, but with substantially more detail would have been much more useful.
i want my money back.......2003-12-07
I'm really surprised the authors became so famous as the new gurus of CRM or 1to1 marketing. This book is just a collection of superficial case studies but it says nothing on the technologies used, the real problems companies had to face when they implemented CRM programs. This is just a book for high school kids or sunday newspaper readers who want know more about CRM without getting into the details. Not worth the money and absolutely simplistic.
Packed with Knowledge!.......2002-01-30
Essentially a collection of best practices for customer relationship management, this edition of the best-selling one-to-one marketing series is bound to set your managerial brains turning in new directions. We [...] highly recommend this book as a straightforward introduction to the CRM philosophy. Peppers and Rogers never get bogged down in impossibly complex technological solutions. Instead, they explain why CRM is an important tool, what it can accomplish and how to implement it. So before you meet with any consultants, read this book.
reformulating the obvious.......2000-07-25
Are you sitting down? This book tells us that the internet is changing the way business is conducted! When you've recovered from that breathtaking revelation, you may be ready to learn that customers are Very Important to businesses. The authors like to capitalize their endless platitudes: "Learning Relationships", "Lifetime Value" and when capitalization ceases to impress, we get acronyms: CRM, MPC. Wow! This is ground-breaking stuff.
And the examples! Would you buy a book touting British Airways and First Union Bank as positive examples of customer-sensitive businesses?
The good news is that, containing little but air for b-school types, it's a quick read. That gained it an extra star in my rating.
Book Description
This digital document is an article from Journal of Property Management, published by Thomson Gale on May 1, 2006. The length of the article is 2392 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: At your service: enhanced property Web sites offering tenant and resident amenities improve customer service.
Author: Emma Johnson
Publication:
Journal of Property Management (Magazine/Journal)
Date: May 1, 2006
Publisher: Thomson Gale
Volume: 71
Issue: 3
Page: 24(5)
Distributed by Thomson Gale
Book Description
This digital document is an article from Units, published by National Apartment Association on June 1, 2002. The length of the article is 1922 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Customer service in a shrinking world: one key to success is being knowledgeable about your market. Today, most accomplished businesses got that way because they are able to affectively communicate with people who are culturally and geographically diverse.
Author: Doug Lipp
Publication:
Units (Magazine/Journal)
Date: June 1, 2002
Publisher: National Apartment Association
Volume: 26
Issue: 5
Page: 58(4)
Distributed by Thomson Gale
Book Description
This digital document is an article from Cornell Hotel & Restaurant Administration Quarterly, published by Cornell University on October 1, 2003. The length of the article is 4495 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: From customer value to engineering pleasurable experiences in real life and online: hotel companies need to appeal to all their guests' senses on web pages that invoke pleasurable experiences.(Best Practices)
Author: Laurette Dube
Publication:
Cornell Hotel & Restaurant Administration Quarterly (Refereed)
Date: October 1, 2003
Publisher: Cornell University
Volume: 44
Issue: 5-6
Page: 124(8)
Distributed by Thomson Gale
Book Description
Get the communication skills you need for career success with this unique book. Preparing you for exams and beyond, the valuable content delves into the issues that you’ll face in corporate, retail, and remote support environments. The book offers more than fifty scenarios depicting typical workplace situations, possible responses-and appropriate solutions to guide you. With this approach, you’ll gain valuable insight into becoming a team player and learn strategies to communicate more effectively with coworkers and customers.
Customer Reviews:
A long overdue book........2007-05-15
I have perused and read more than my fair share of A+ and other certification guides and none of them have given any thing more than lip-service to what is arguably the most important aspect of any service related profession: human relations. The "IT Professional's Business and Communications Guide" tackles this topic and its specific IT complexities head on.
After a quick review, I found the information presented in an interesting and extremely readable fashion. The situational problems presented within aren''t just common-sense scenarios but interesting tactics to use in negotiating with the customer, the manager, or your fellow IT professional.
A how-to guide for workplace success.......2007-05-14
Few things matter more when it comes to getting ahead in life in general--and the workplace in particular--than politics and perception. Navigating the sometimes murky morass of office politics has been a struggle for me, and I believe, many other IT professionals. This book has helped me immensely in this area.
Even if your problem area isn't in office politics, "The IT Professional's Business and Communications Guide" is a priceless "how-to" for everything ranging from dealing with rude customers to tactfully handling the angry person on the other end of the helpdesk line. My favorite chapter was the one which gives simple but priceless tips on grasping and effectively using IT team leadership.
Let's face it, most of us are geeks. It's a term that many of us bear with pride. Unfortunately, as geeks, we often haven't placed as much emphasis on social networking as we have on Cisco networking.
This book helps, a lot.
Book Description
This digital document is an article from Music Trades, published by Music Trades Corp. on April 1, 1993. The length of the article is 1095 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Life in the real world with Eddie Expert and Ida Despair. (dealing with obnoxious customers in the retail music industry) (Column)
Author: Bob Popyk
Publication:
Music Trades (Magazine/Journal)
Date: April 1, 1993
Publisher: Music Trades Corp.
Volume: v141
Issue: n3
Page: p62(2)
Article Type: Column
Distributed by Thomson Gale
Customer Reviews:
we all hate obnoxious customers.......2006-05-27
The only thing worse than obnoxious customers are people who think they're in the industry, but don't know their ass from a hole in the ground! I always send those people off and tell them to buy "Ty Cohen's Secrets to Making Money in the Music Industry (3-Piece Mega Audio CD Set)"
Average customer rating:
- Good customer service advice
|
Real World Customer Service Strategies That Work
Manufacturer: Insight Publishing
ProductGroup: Book
Binding: Paperback
 General
| Business & Investing
| Subjects
| Books
New Business Enterprises
| Small Business & Entrepreneurship
| Business & Investing
| Subjects
| Books
ASIN: 188564082X |
Book Description
When it comes to essential topics like customer service strategies, professionals all across America are looking for relevent, cutting-edge, "real world" solutions to help them succeed. Real World Customer Service Strategies That Work, part of Insight Publishing's Power Learning series, showcases the strategies, insights and insperation from 12 experts whose client list reads like a "Who's who" in American business. So, dig in and start applying the lessons from these dynamic professionals; and look for future releases in the Power Learning series on topic like sales, management, and human resources strategies.
Customer Reviews:
Good customer service advice.......2006-12-24
Reviewed by Stephanie Rollins for Reader Views (12/06)
"Real World Customer Service Strategies That Work" features Anne M. Obarski, author of "The Secrets of Mystery Shoppers." Eleven other experts give their advice and observations in short, easy-to-read form.
Joseph Rosales explains the importance of systems in customer service. He also explains that you must hire the right attitude and train for the right skills. He mentions customer service legends such as Ray Kroc, the founder of McDonald's.
Kevin R. Miller explains the importance of vision and mission statements. He gives examples of each. He emphasizes that these statements must be "concise, clear, compelling, and measurable." How many times have you seen a vision or mission statement displayed in a business that rambles and is full of fluff? How useful is that? He also explains that you do not need to write a policy over every little incident that arises. Too many policies can bog down an entity.
Jeannie Davis wrote about telephone customer service. Does it even exist? She gives practical advice on improving telephone etiquette. She made an interesting point that employees do not realize that their paychecks and security comes from the customers, not the management.
Morris Taylor explains the importance of accepting customer feedback. She describes how to improve the method of allowing customers to receive feedback. Then, what do you do with feedback? Are you going to throw customer surveys in the trash without looking at them? What is the point in that?
Ron Street's chapter was the most interesting for me, because he, too, is a realtor. The statistic about 93% of all real estate sales being conducted by 7% of the realtors is a bit scary. It was motivating, also. I want to be part of the 7%!
This book is motivating. It will let you see the forest for the trees. Managers of all levels, small business owners, and customer service consultants will benefit from "Real World Customer Service Strategies That Work." It is easy to read. It is divided into quick chapters. I recommend it!
Average customer rating:
|
Real World Customer Service: What To Really Say When The Customer Complains (Small Business Sourcebooks)
Bernice B. Johnston
Manufacturer: SOURCEBOOKS
ProductGroup: Book
Binding: Paperback
General
| Business & Investing
| Subjects
| Books
Customer Service
| Industries & Professions
| Business & Investing
| Subjects
| Books
General
| Marketing
| Marketing & Sales
| Business & Investing
| Subjects
| Books
General
| Small Business & Entrepreneurship
| Business & Investing
| Subjects
| Books
Marketing
| Small Business & Entrepreneurship
| Business & Investing
| Subjects
| Books
ASIN: 1570710627 |
Average customer rating:
|
Real World Customer Services Strategies That Work (Power Learning)
Richard Tyler
Manufacturer: Insight Pub Co
ProductGroup: Book
Binding: Paperback
General
| Popular Economics
| Business & Investing
| Subjects
| Books
General
| Business & Investing
| Subjects
| Books
New Business Enterprises
| Small Business & Entrepreneurship
| Business & Investing
| Subjects
| Books
ASIN: 1932863206 |
Book Description
When it comes to essential topics like customer service strategies, professionals all across America are looking for relevant, cutting-edge, "real world" solutions to help them succeed. This books showcases the strategies, insights and inspiration from 12 experts whose client list reads like "who's who" in American Business. Includes chapters by Linda L. Bailey, SPHR, James M. Vance, PE, SPHR, Brenda L. Johnson, SPHR, Benjamin F. Brooks, BA, Les Lunceford, Therese M. Malm, MA, Jim Tait, George Ritcheske, Richard Tyler, Donna Steffey, MBA, Sylvia Henderson, MBA.
Customer Reviews:
Commitment to Excellence.......2004-10-22
I recommend this book to anyone who wants excellent service in whatever they do or where ever they go. It is very insightful. Mr. Tyler has some really good stories and some excellent advice. If you are a small business owner then this book really opens your eyes to what the public thinks and how you, as a Small Business owner could actually change things and make them beneficial to your customer. I have read all of Mr. Tyler's books and I learn something new every time I read one.
Average customer rating:
|
The Promise of the Third Way: Globalization and Social Justice
Otto Newman , and
Richard de Zoysa
Manufacturer: Palgrave Macmillan
ProductGroup: Book
Binding: Hardcover
General
| Popular Economics
| Business & Investing
| Subjects
| Books
International
| Economics
| Business & Investing
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General
| Business & Investing
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Ideologies
| Politics
| Nonfiction
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| Books
| Communism & Socialism
| Radical Thought
General
| Social Sciences
| Nonfiction
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| Books
General
| Sociology
| Social Sciences
| Nonfiction
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General
| Political Science
| Social Sciences
| Nonfiction
| Subjects
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General
| Business & Finance
| New & Used Textbooks
| Stores
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General
| Economics
| Business & Finance
| New & Used Textbooks
| Stores
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Look Inside Nonfiction Books
| Trip
| Specialty Stores
| Books
ASIN: 0333792858 |
Book Description
Aiming to transcend the conflict between Left and Right, the Third Way was welcomed by leading figures on the world stage. Its program of modernization, flexibility, and community regeneration indicated a way forward for many societies. Within a firm market emphasis, equality of opportunity and social inclusion were given a prominent place. However, its leaders' lack of direction and disinclination to face hard decisions have left its promise unfulfilled. This book puts forward a rigorous rethinking towards making the Third Way an effective instrument of progress for Britain as well as abroad.
Book Description
This digital document is an article from Journal of Sociology & Social Welfare, published by Western Michigan University, School of Social Work on September 1, 2002. The length of the article is 767 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Otto Newman and Richard de Zoysa, The Promise of the Third Way: Globalization and Social Justice. (book review)
Publication:
Journal of Sociology & Social Welfare (Refereed)
Date: September 1, 2002
Publisher: Western Michigan University, School of Social Work
Volume: 29
Issue: 3
Page: 219(3)
Article Type: Book Review
Distributed by Thomson Gale
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Little Red Book of Selling: 12.5 Principles of Sales Greatness
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Little Gold Book of YES! Attitude: How to Find, Build and Keep a YES! Attitude for a Lifetime of SUCCESS (Jeffrey Gitomer's Little Books)
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The Sales Bible: The Ultimate Sales Resource, Revised Edition
