Books about Customers from Amazon.com

Imagine a workplace where everyone chooses to bring energy, passion, and a positive attitude to the job every day. Imagine an environment in which people are truly connected to their work, to their colleagues, and to their customers. In this engrossing parable, a fictional manager is charged with the responsibility of turning a chronically unenthusiastic and unhelpful department into an effective team. Across the street from her office is Seattles very real Pike Place Fish Market, world famous and wildly successful thanks to its fun, bustling, joyful atmosphere and customer service. By applying ingeniously simple lessons learned from the actual Pike Place fishmongers, our manager learns how to energize those who report to her and effect an astonishing transformation in her workplace. Addressing todays work issues (including employee retention and burnout) with an engaging metaphor and an appealing message that applies to any sector of any organization, Fish! offers wisdom that is easy to grasp, instantly applicable, and profoundthe hallmarks of a true business classic. Based on a bestselling ChartHouse training video which has been adopted by corporations including Southwest Airlines, Sprint, and Nordstrom..
Price: $4.99 [Notify me when price goes down.]

Written by an in-the-trenches practitioner, this step-by-step guide shows you how to implement a successful Web analytics strategy. Web analytics expert Avinash Kaushik, in his thought-provoking style, debunks leading myths and leads you on a path to gaining actionable insights from your analytics efforts. Discover how to move beyond clickstream analysis, why qualitative data should be your focus, and more insights and techniques that will help you develop a customer-centric mindset without sacrificing your company’s bottom line.

Note: CD-ROM/DVD and other supplementary materials are not included as part of eBook file..
Price: $16.24 [Notify me when price goes down.]

"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore If you really want a booming business, you have to create Raving Fans."

This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.

Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.

America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.

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Price: $6.72 [Notify me when price goes down.]

Salespeople hate to read. That's why Little Red Book of Selling is short, sweet, and to the point. It's packed with answers that people are searching for in order to help them make sales for the moment--and the rest of their lives..
Price: $10.00 [Notify me when price goes down.]

In this revolutionary bestseller, Harvard professor Clayton M. Christensen says outstanding companies can do everything right and still lose their market leadership -- or worse, disappear completely. And he not only proves what he says, he tells others how to avoid a similar fate.

Focusing on "disruptive technology" -- the Honda Super Cub, Intel's 8088 processor, or the hydraulic excavator, for example -- Christensen shows why most companies miss "the next great wave." Whether in electronics or retailing, a successful company with established products will get pushed aside unless managers know when to abandon traditional business practices. Using the lessons of successes and failures from leading companies, The Innovator's Dilemma presents a set of rules for capitalizing on the phenomenon of disruptive innovation.

Find out:

• When it is right not to listen to customers.
• When to invest in developing lower-performance products that promise lower margins.
• When to pursue small markets at the expense of seemingly
• larger and more lucrative ones.

Sharp, cogent, and provocative, The Innovator's Dilemma is one of the most talked-about books of our time -- and one no savvy manager or entrepreneur should be without.

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Price: $4.43 [Notify me when price goes down.]

CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of detractors - customers who complain loudly about the company and switch to competitors at the earliest opportunity. Based on extensive research, "The Ultimate Question" shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. Vivid stories from leading-edge organizations illustrate the ideas in practice. Practical and compelling, this is the one book - and the one tool - no growth-minded leader can afford to miss..
Price: $6.30 [Notify me when price goes down.]

In the worldwide bestseller, "The Innovator's Dilemma", Clayton M. Christensen exposed a crushing paradox behind the failure of many industry leaders. By doing what good companies were supposed to do-focus on pleasing their most profitable customers-leaders were paving the way for their own demise. How? By ignoring 'disruptive technologies' - new, cheaper innovations that initially target small customer segments but evolve to displace the reigning product. Now, Christensen and coauthor Michael E. Raynor cut the Gordian knot of the 'innovator's dilemma' with "The Innovator's Solution".This groundbreaking book reveals that innovation is not as unpredictable as most managers have come to believe. While the outcomes of past innovations seem random, the process by which innovations are packaged and shaped within companies is very predictable. By understanding and managing the forces that influence this process, companies can shape high-octane business plans that create truly disruptive growth.Drawing on years of in-depth research and using new theories tested in hundreds of companies across many industries, the authors identify the processes that create successful innovations, and show managers how to tailor their strategies to the changing circumstances of a dynamic world. Comprehensive yet practical, "The Innovator's Solution" is an actionable prescription for innovation-driven, profitable growth. 'A good business book makes managers stop and think. A great business book teaches managers how to stop and think. This is a great book. It is hard to imagine an executive team that would not benefit from devoting an entire day to discussing it' -Geoffrey Moore, Chairman and Founder, TCG Advisors, and author, "Crossing the Chasm" and "Living on the Fault Line".'In "The Innovator's Solution", Christensen and Raynor address the holy grail of all organizations: how to generate growth and sustain it over long periods. Avoiding the temptation to provide simplistic formulas, they guide the reader through carefully constructed frameworks that teach how to think about the issues that limit-and provide-growth to organizations' - Dr. Andrew S.Grove, Chairman of the Board, Intel. 'Christensen and Raynor have done a superb job of creating a framework for helping to understand the industry dynamics and for planning your own growth alternatives' - Pekka Ala-Pietila, President, Nokia Corporation.' Singapore, as a small nation, needs to be innovative and sensitive to disruptive changes more than other countries. Christensen and Raynor have provided an excellent framework to reduce the randomness of the innovation process. This framework will help in our effort to nurture an environment conducive for enterprises to create and capitalize on disruptive innovations' - Teo Ming Kian, Chairman, Singapore Economic Development Board. '"The Innovator's Solution" goes directly to the heart of why large companies have failed to sustain innovation. Christensen and Raynor have a deep insight into the challenges that innovative companies face, and they propose practical, realistic solutions to the dilemmas of innovation. This book will be extremely useful to all managers who are committed to using innovation to sustain their growth' - Bill George, former Chairman and CEO, Medtronic, Inc..
Price: $12.98 [Notify me when price goes down.]

Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries.

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Drs. Berry and Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews with leaders, clinicians, staff, and patients, as well as observing hundreds of clinician-patient interactions. The result is a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service.

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By examining the operating principles that guide every management decision at this legendary healthcare institution, the authors

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• Demonstrate how a great service brand evolves from the core values that nourish and protect it.
• Extrapolate instructive business lessons that apply outside healthcare.
• Illustrate the benefits of pooling talent and encouraging teamwork.
• Relate historical events and perspectives to the present-day Mayo Clinic.
• Share inspiring stories from staff and patients.

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An innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization.

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Price: $13.97 [Notify me when price goes down.]