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Book Summaries

Browse the full archive of Soundview Executive Book Summaries®.
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  • Image of Customer Centricity

    Customer Centricity

    by Peter Fader
    Item #: 34WTFS
    Overturning some of our most fundamental beliefs about customer service, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers by focusing on the needs of your most valuable customers.
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  • Image of Extreme Trust

    Extreme Trust

    by Martha Rogers, Don Peppers
    Item #: 35FTFS
    The authors of Extreme Trust, argue that the only sane response to these rising levels of transparency is to protect the interests of customers proactively,
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  • Image of Real Influence

    Real Influence

    by John Ullmen, Mark Goulston
    Item #: 3509
    In this groundbreaking book, authors Mark Goulston and John Ullmen reveal a new model for authentic influence — the kind that creates a strong initial connection and survives long after agreement has been reached. Based on listening, genuine engagement and commitment to win-win outcomes, Real Influence provides a powerful four-step method you can use to: examine your priorities; learn about the key players and what they need; earn their attention and motivate them to hear more...
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  • Image of Overpromise and Overdeliver

    Overpromise and Overdeliver

    by Rick Barrera
    Item #: 32BS10
    The old cliché in business is that smart companies underpromise and overdeliver. But in a crowded marketplace, underpromising is a one-way ticket to oblivion. In Overpromise and Overdeliver, Rick Barrera shows that today's most successful companies master Touchpoint Branding — the art of making sure that every point of contact between a company and its customers is well executed and fulfills an over-the-top brand promise.
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  • Image of Raving Fans

    Raving Fans

    by Ken Blanchard, Sheldon Bowles
    Item #: FBR1209A
    A Soundview Featured Book Review
    Blanchard and Bowles present a business fable with a simple premise: your customers are your best marketing method. Executives will learn why outstanding customer service, particularly in the era of social technology, can lead to customers who will do anything to sing a company's praises... and bring as many friends to the party as possible.
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  • Image of Exceeding Customer Expectations

    Exceeding Customer Expectations

    by Kirk Kazanjian
    Item #: 2913
    While providing a thorough case study of the success of Enterprise Rent-A-Car, Kazanjian also gives an in-depth look to the strategic management practices that have boosted the company to the top of its industry.
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  • Image of Satisfaction

    Satisfaction

    by James D. Power IV, Chris Denove
    Item #: 2821
    Despite claims otherwise, Denove and Power write, “Most organizations have not made a significant and sustained commitment to customer satisfaction.” As a result, these organizations are losing money. This isn’t just another book about customer satisfaction, it’s an unlocked vault on years of closely guarded research data, surveys and feedback collected by J.D. Power and Associates, a name synonymous with measuring customer satisfaction and improving the bottom line.
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  • Image of The Brave New Service Strategy

    The Brave New Service Strategy

    by Barbara A. Gutek, Theresa Welsh
    Item #: 2214
    Many companies who claim to have “relationships” with their customers mistake collecting data about customers with actually knowing them. The authors explain how to differentiate between true relationship businesses and what they call “encounter” businesses. They then show how many of the best companies reject “pseudo-relationships” in favor of enhanced encounters.
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