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Leading Loyalty

Cracking the Code to Customer Devotion

by Sandy Rogers, Leena Rinne, Shawn Moon

Leading Loyalty helps you infuse the principles of empathy, responsibility, and generosity into every employee and customer interaction

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How To Win Friends and Influence People

by Dale Carnegie

THE classic on achieving success through the greater use of our abilities. The 30 principles outlined in this book will change your personal and business life. One of the best known motivational books in history — since it was released in 1936, How to Win Friends and Influence People has sold more than 15 million copies. Carnegie's first book is timeless and appeals equally to business audiences, self-help audiences, and general readers alike.

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The Cultural Intelligence Difference

Master the One Skill You Can’t Do Without in Today’s Global Economy

by David Livermore

The Cultural Intelligence Difference is a one-stop guide to both assessing your current CQ and boosting your scores.

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Customer Centricity

Focus on the Right Customers for Strategic Advantage

by Peter Fader

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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Extreme Trust

Honesty as a Competitive Advantage

by Martha Rogers, Don Peppers

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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Real Influence

Persuade Without Pushing and Gain Without Giving In

by John Ullmen, Mark Goulston

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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Overpromise and Overdeliver

How to Design and Deliver Extraordinary Customer Experiences

by Rick Barrera

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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Raving Fans

A Revolutionary Approach To Customer Service

by Ken Blanchard, Sheldon Bowles

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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Exceeding Customer Expectations

What Enterprise, America's #1 Car Rental Company, Can Teach You about Creating Lifetime Customers

by Kirk Kazanjian

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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