Measuring the success of a business is not as simple as saying: ‘happy employees equal happy customers.’ Happy employees can also be lazy employees. A person taking tickets at a movie theater may be happy, but it may be because he or she gets to sit around on a comfortable chair while drinking free soft drinks and eating free popcorn. Many people might be happy if their employers paid them for what is merely time spent drinking soda, eating popcorn and collecting ticket stubs.
For the above saying to be true, companies should be looking at levels of engagement as the measuring stick. We know that emotionally engaged employees feel like they are doing something valuable for their organizations and that their efforts will make a difference. Customers know when they are talking to emotionally engaged employees. The positive feelings that the employees have about their jobs and employers influence the level of service they give to customers. When these positive experiences continue to happen, then customers become engaged, and they become advocates for the company’s products and services.
While movie theaters may be an easy target when it comes to pointing out the signs of disengaged employees, it’s certainly not exclusive to this business. Employees across all industries have a major impact on customer loyalty and engagement. The mantra of ‘happy employees equal happy customers’ is real, and companies should seek emotionally engaged employees because it will be these employees who help create emotionally engaged customers.
This is the spillover effect.
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This book covers "digital cash" technology and how it will change the way companies will do business online.... [ read more ]
Net Worth deals with the idea that Buyers are losing their patience and trust in sellers. By playing with the relationship between buisnesses and their customers, Hagel and Singer suggest readers to challenge their fundamental beliefs about marketing, brands, and value. ... [ read more ]
This book covers the latest in security technology, techniques, and tools.... [ read more ]
Brandscendence explores what makes certain brands prevail over others. According to author, Clark, there are three elements that are essential for brand endurence: revelence, context, and mutual benefit.Clark also outlines his formula for branding success and illustrates how it's applied by the world's most prominent brands. ... [ read more ]
This book deals with an important portion of the fulfillment process: what to do when things go awry. Short, breezy, readable.... [ read more ]
Let Them Eat Cake discusses author Danziger's strategy to go beyond the normal discounting system and offers an easy and doable system for any company or retailer in any economic or pricing spectrum. ... [ read more ]
This book is a standard textbook with an excellent chapter on fulfillment. Don't miss the Customer Service Checklist.... [ read more ]
Beyond the Brand provides an in depth look at the importance of certain customers in the marketplace. With case studies and practical step-by-step methods, readers learn how to engage customers in a dialog that can fuel real product and marketing innovation. Readers will learn how to develop a bottom-up strategy, hone intuition and find inspiration to drive innovation, find your company's center of gravity, and identify and find new ways to listen to the key voices in your marketplace.... [ read more ]
Complete volume that covers all the aspects of business to business direct marketing, from the fundamental and time-tested methods to the most modern techniques. The author offers detailed and practical advice companies of all sizes.... [ read more ]
"Selling to the Affluent" shows how to sell to those who will benefit you most. From Dr. Stanley's methods, you will learn to improve your closing percentage and income. Using actual case studies and dialogues, Dr. Stanley will teach you how to land affluent prospects and encourage wealthy clients to make repeat buys.... [ read more ]
Latest ideas on how to recognize employees and build momentum in the work force.... [ read more ]
Activity-Based Management shows how to transform an organization from a traditional hierarchical structure to one that is activity-based. This hands-on resource provides guidance on the planning, organizational, and implementation phases of a total activity-based program, which has proved successful at companies like AT&T.... [ read more ]
"Selling With Emotional Intelligence" uses the concepts of Daniel Goleman's book, "Emotional Intelligence", and applies them to the world of sales and marketing. This book offers salespeople a roadmap for dealing with clients and creating and maintaining a strong emotional balance.... [ read more ]
Has several chapters that relate to planning premium programs. This book offers a solid foundation in sales promotion basics by explaining 10 basic techniques and discussing the newest innovations in the field. A great book for students, because it provides real life examples to spark discussion.... [ read more ]
Sales Automation is guide to the implementation of automated technology-based systems for any company selling a product. It shows sales, marketing, and information systems executives how to use technology to increase the effectiveness of their sales and marketing personnel as well as increasing their profits.... [ read more ]
The author spells out his formula for developing a loyalty-driven culture that empowers employees to strive to create customer loyalty, and he devotes a chapter to fostering teamwork. ... [ read more ]
"The Open-Book Experience" goes in depth into the benefits of a business using the open-book management philosophy and how it can ultimately result in an increase in profits. It explains how to identify critical numbers, how to bring the corporate financials down to earth, and how to set up a system that gets everyone in the business working to improve performance. ... [ read more ]
Shows managers how to apply proven motivators to help any size firm energize the work force, increase its profits, and meet the challenges of today's competitive global economy. Presents the pros and cons of incentives as well as why and how they work and discusses in detail incentives for executives and workers and those used for marketing to consumers.... [ read more ]
"The Art of Closing Any Deal" gives salespeople specific, on-target advice to become "master closers". It outlines ways to identify customer types, control and conquer buyers, and make the "opponenet" feel like he's coming out the winner. With twenty deadly closing tips that will make people buy, this book is helpful for beginners and veterans, alike.... [ read more ]
Each year in the United States, organizations spend tens of billions of dollars on cash and non-cash rewards for consumer, distributor, sales and employee incentive programs –merchandise, gift cards, group and individual travel programs, time off, cash, etc. But few organizations invest the necessary time to understand which rewards should be used for which people to encourage what outcomes... [ read more ]
The author describes recognition and group incentive plans, as well as types of awards and implementation. This book comes closer than most to addressing brass-tacks programs that managers at almost any level of an organization can implement.... [ read more ]
How to Turn Customer Service into Customer Sales is a complete handbook to improving your company's customer service. With its step-by-step procedures and easy to follow instructions, this book is beneficial for anyone who deals with research, hiring, training, execution, and follow-up within their company.... [ read more ]
A comprehensive text on the incentive marketplace. The content is illustrated and includes numerous case studies that reveal the breadth and potential of the incentive marketplace.... [ read more ]
How to Drive Your Competition Crazy is for any entrepeneur, small business owner, independent relatiler, not for profit crusader, marketer, or business traveler who is looking to get a competative edge and get ahead of their competition. With real-life examples with companys like Haagen-Dazs and Sears, this book is perfect for any company looking to crush their competitors. ... [ read more ]
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