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A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience for People Not like You explains how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service.  

Since its debut E-commerce has been centered on the transaction, which represents less than one percent of the time we spend online. Now, we are entering the era of Pre-Commerce where customers make their own decision to buy or support a brand before the transaction. Pre-Commerce explains how the exploding use of social media channels has fundamentally changed the way customers go about making their purchasing decisions, how they educate themselves and why they choose to support certain brands above others.

How do you develop solutions that rock? Ones that surpass their initial purpose and grab an industry by its throat, turn interested parties into concept evangelists, and influence behaviors and alter perceptions? Listen to Chasing the Idea Monster and find out. This fun and insightful book sorts out the hallmarks of a monstrous idea by providing the author's "idea measurement" tools in the form of seven primary questions to gauge the potential of any idea. 

This book will show you, as an employee, customer or partner, how to use new social technologies, make yourself heard, and produce better products and services. As a leader and manager, you'll find out how to use these tools to harness social interactions to improve your business and to create your own social nation. The book provides a social assessment for leaders, managers and employees to scientifically evaluate your individual social skills and competencies. 

Winning Across Global Markets examines how 145-year-old Nokia grew from a paper mill in Finland to a multinational telecommunications leader. Why are Nokia's lessons critical for other companies and industries? While multinationals based in large countries benefit from inherent advantages - such as a home base that often accounts for 30 to 50 percent of their revenues - multinationals based in smaller countries such as Nokia, enjoy no such competitive edge. Nokia, in fact, generates less than 1% of its revenues in its home base.

Ninety percent of dissatisfied clients will take their business elsewhere and never tell you why. However, 95 percent will become loyal customers again if their needs and problems are addressed and remedied. Speaker and salesperson Michael Aun shares these secrets and many more in It's the Customer, Stupid!, a guide to growing any business by gaining new customers, and, more importantly, by keeping the ones you have happy and coming back for more. 

Written through the eyes of retail and technology executives, Branded! explores retailers who are successfully implementing social media and mobility strategies. Market-leading retailers are engaging technology-savvy customers though social media and mobility. Branded! reveals how these digital communication channels are an extension of a retailer's culture and strategy resulting in building brand equity.  

In the stormy seas of today's world economy, organizations need people to own their work, not just rent a spot on the organizational chart. All Hands on Deck is a fun story that is both a business strategy book about creating competitive advantage through corporate culture and a personal development book that will inspire listeners to be more committed and engaged with their work and their organizations. Drawing upon the wisdom of some of the greatest and most beloved business leaders of the 20th century, this essential guide: 

You used to need a big ad budget to get your message across. Not anymore! Thanks primarily to the Internet, a world of free and inexpensive tactics exists for spreading the word about your business. Free Marketing delivers more than one hundred marketing ideas to help small business owners and marketers generate new revenue—with little or no marketing budget.

In the age of Google, your customers are searching. Will they find you? In today’s searching world, customers turn to online search engines first. Yet many companies simply don’t realize acquiring customers from search engines should be a core business strategy. Instead, they usually focus on narrow goals, such as boosting page rankings. These oversights leave a huge channel for engaging with potential customers largely untapped.

Heartfelt Marketing is for the self-inspired entrepreneur who understands their skill set; however, promotion isn’t their forte. Learn how to get out of your own way and generate business by being of service to others– Release the 5 Pitfalls that spell doom for your revenue. – Discover how the language and intention make a HUGE difference in the sale– Let go of the energetic tackiness in your business exchanges that screams inferiority – Explore the blocks that are getting in the way of business expansion

We're in "wild west" times for business. Thanks to social media and new technologies, customer-brand relationships are suddenly wide open and up for grabs. Big players are getting taken down, while upstarts are starting up, gunning for market share, and outmaneuvering the Goliaths. So, just when a rethink might seem in order, why do so many act like it's 1982 all over again? Why do they believe product pushing still works?

The new rules of social media are constantly changing. The world of online video is exploding. Hollywood is getting into the game, professional actors and writers are joining in, and independent producers are finding their niche. Now, companies are wide-awake to the new opportunity that video presents for product and brand promotion, as well as long-term customer engagement.

Trust Agents has been widely acclaimed for its new approach to online marketing. Now, in this revised and updated edition, social media veterans Chris Brogan and Julien Smith show you how to tap into the power of social networks to build your brand's influence, reputation, and profits. Combining high-level theory and practical advice, they deliver actionable strategies and real case studies that show how social media can positively impact your business.

These two masters of marketing want to pass their most powerful success strategies on to you! Learn to: slash marketing costs and boost profits by making your business as green and ethical as possible; easily turn your customers, suppliers, and even competitors into your unofficial sales force; understand how to turn business acquaintances into powerful joint-venture partners; cut your advertising budget and build revenues using social media, traditional media, and the power of your own brain - even get paid to do your marketing; and more!

Ideas are arguably the most valuable asset in an information-based economy. But how do you find the best ideas - the kind that can boost careers, change organizations, and ramp up the value of projects? Why do some people seem to come up with these ideas whenever they need them? In this myth-busting audio book, the authors reveal that great business ideas do not spring from innate creativity, or necessarily from the minds of brilliant people.

Everyone thought Eric Ryan and Adam Lowry were crazy to start Method, a new cleaning products company. The category had long been dominated by P&G, Unilever, and Colgate-Palmolive. Those giants had so much clout with the retail chains that their soaps had barely needed updating for decades. But by taking advantage of its underdog position, Method carved out a very profitable niche: environmentally sound products in stylish, innovative packaging.

Top Web marketing consultant Michael Tasner has written the definitive practical guide to driving maximum value from next-generation Web, online, mobile, and social marketing. Drawing from his innovative marketing techniques, Tasner has written the first book on Web 3.0 marketing. He helps marketers, entrepreneurs, and managers move beyond hype and high-level strategy to proven tactics and successful ground-level execution.

At last, here's THE audiobook that 21st century entrepreneurs have been waiting for - the inner-secrets of how highly successful Internet capitalists make millions by knowing who to reach and how to reach them online. From viral loops to social networking to how to cut through all the cyber-clutter, Six Pixels of Separation is mandatory listening for anybody who wants to expand their business via the Internet.

The biggest, most successful businesses you can think of all started small and grew their way to massive success. What was their secret? Is there something those companies have in common - from Microsoft to McDonald's to U.S. Steel - that helped them grow from small businesses to globe-spanning corporations?The answer is "yes," and it's right here.