Book Summaries
Browse the full archive of Soundview Executive Book Summaries®.
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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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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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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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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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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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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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