"I've always said that education without execution is just entertainment - and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn."--Tim Sanders, Author of "Love is The Killer App" "Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit."--Jerry Vass, Author of "Soft Selling in A Hard World" and President Vass Consulting "You might not like this book. It's not filled with easy shortcuts and feel-good platitudes. BUT, when you're ready to walk the walk and not just talk the talk) about treating your customers right and growing your business, Lior's book is a fine place to start down that rarely-followed, very profitable path."--Seth Godin Author, Purple Cow & Free Prize Inside "Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience."--Ginger Conlon, Editor-in-Chief, CRM magazine According to Strativity's 2003 CEM global study, 45% of executives surveyed do not believe they deserve the customer's loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50% customer focused projects fail. Passionate and Profitable is a new book that takes a critical look at the state of the companies' commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers. Full of examples and statistics, Passionate and Profitable argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales.

Creating A Revolution In How People Treat People In Business... Radio show hosts Angel Tuccy and Eric Reamer, are the best selling authors of Lists That Saved My Business, and business revolutionaries who are committed to changing the paradigm when it comes to customer service. Designed to be an inspiration to business owners, managers and salespeople, Leading The Revolution will spark creativity in the area of the customer experience for all who take on the role of "revolutionary." Leading The Revolution is a collection of articles, blog entries and thought processes that form the leadership and training offered by Experience Pros, LLC. Customer service is not a department... It is a culture.

Sick of hearing your customer service staff say: My computer is down, It's lunch time, I haven't gotten to it yet, etc. etc.. This book is an encyclopedia of what your service staff should say and do, instead. Ideal as a service coaching resource, this book provides a quick and easy solution that will improve customer perceptions about your organization and its service staff.

The Long Term Care Customer Service Improvement Program is designed to accelerate your skills and your resident's satisfaction. This course includes: A systematic and simple method for improving customer service skills Learning sessions as short as 15 minutes Practical skills you can apply immediately to improve how you work with your colleagues and your residents The Customer Service Improvement Program provides consistent reinforcement of what's learned through dozens of role plays and other learning exercises, testing, repetition of the basic principles and immediate application. The evidence-based curriculum is designed to meet the objectives of key national long term care initiatives including the Advancing Excellence in America's Nursing Homes Campaign, Quality Assurance and Performance Improvement (QAPI), and the AHCA Quality Initiative. Through careful study of the dozens of 15 minute learning modules you will learn the importance of: 1.Skillfully Resolving Intercultural Conflict 2.Employing Strategies for Handling Conflict 3.Asserting Yourself Respectfully 4.Identifying Your Conflict "Style" 5.Using Active Listening Skills Effectively 6.Overcoming Barriers to Listening and Understanding 7.Learning Why You Aren't Listening to Others 8.Developing Rapport with Different Personality Types 9.Managing Your Attitude 10.Avoiding "Rapport Killer" Words and Phrases 11.Tailoring Communication to Fit a Customer 12.Improving Customer Interactions 13.Managing Stress in a Long Term Care Facility 14.Relaxing with Visualization and Abdominal Breathing 15.Understanding Who the Customers in Your Facility Are 16.Communicating with Authority and Credibility 17.Demonstrating the Power of Friendliness and Approachability 18.Providing Excellent Customer Service at Mealtimes 19.Understanding The Costs of a Dissatisfied Customer 20.Identifying Customer Touch Points 21.Adhering to Your Facility's Dress Code 22.Reducing the Risk of Lawsuit 23.Placing Your Facility Above the Competition 24.Employing the Power of First Impressions 25.Understanding Customer Expectations 26.Building Relationships with Empathy and Compassion 27.Understanding Emotional Triggers 28.Creating Unforgettable Customer "Experiences" 29.Learning to Ask Questions Effectively 30.Employing Strategies to Manage Difficult Customers 31.Taking Effective Steps to Resolve Complaints ...And many other critical skills Human beings are complex and our behavior consistently misunderstood. To enhance how we work together takes time and commitment. The Customer Service Improvement Program is an effective tool you can use to improve your skills and the lives of your residents.

Leaders often struggle when faced with the challenge of restructuring or rightsizing their organizations or redesigning reporting relationships. Don't make the mistakes many make when they fail to do appropriate due diligence by addressing the symptoms of the perceived business problem rather than the root causes. Check out this practical and informative book first. As the title suggests, it is a real-world guide to organization design. It is written by a global corporate executive and management consultant with 25 years of experience advising senior executives on strategic change. And it is a rich resource of insight and hands-on templates and tools designed to ensure you succeed at one of the toughest jobs a leader will face. ""Organization Design"" is organized into two sections. Section I presents a primer for executives on organization design. Section II introduces organization design methodology. This book addresses such vital issues as: organization design best practices that should be incorporated into most projects; the role of executives in leading and sponsoring a redesign project; how people resist change and strategies for overcoming resistance to change; an organization design framework; methodology overview; and, an overview of seven common organization structures. Included are practical templates to help you quantitatively prioritize design alternatives, formalize and clarify the project, optimize how interdependent units work together, compare and contrast the financial impacts of each design alternative, conduct a sanity check regarding the future state of the organization, guide the design of the organization from selection of the high-level structure to designing roles and jobs, and handle all the vital tasks ahead with confidence.

The Welcomer Edge is a business book that unlocks the secrets to repeat sales. Its principles are appropriate for all sales and service environments. It's about four distinct categories of service professionals -- the people that will make any customer service function or department a success. The author provides real life examples and anecdotes to help transform this concept into action. Welcomers are a rare breed of friendly and engaging people. Most importantly, they are innately intuitive, and understand that customers are people first. Identifying and recruiting welcomers is the key to a healthy consumer base. The book provides practical recommendations and strategies so that any company -- regardless of industry or size -- can maximize the quality of its customer service and the quantity of its loyal consumers. The book describes the four categories of frontline associates. Understanding that each category has definitive service personalities will help optimize your business at its most crucial moment: the encounter that brings two people together to make a purchase, subscribe to a service, provide praise, or raise a concern. The bottom line shows how sales and customer associates have a powerful impact on sales because they determine the outcome of the all-important first impression, and this translates into whether or not a company will achieve its most important goal: repeat business.

"Talk is cheap." A cliche, perhaps, but the idea that what we do is more important than what we say is a fundamental truth. It applies in our personal lives and can extend into our professional work, too. Learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships.

People who own operate, manage, or otherwise lead a company are always looking for ways to improve productivity, beat the competition, and ensure long-term success. Learning how to put words and ideas into action can be a key to success in the business world.

"Hooked on Customers" is not about finding the right words, whether labeled as a "strategy" or not. It is an insightful, highly informative book that propels businesses into action. It explores successful customer-centric businesses, examines the ways they "execute" their strategies, and provides practical recommendations for business leaders to more effectively outperform their competition.

A must-have for any business leader who wants to have a healthy relationship with customers, this book avoids the pitfalls that often plague others that offer business advice. Frequently, company leaders turn to consultants and other resources to recommend strategies that sound great but ultimately don't have any real meaning because they are a series of words without a tie to actions.

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer-centricity, author Robert Thompson has identified the five routine organizational habits successful customer-centric businesses use when executing strategy. Legendary leading customer-centric businesses: LISTEN to their customers' values and feedback. THINK about the implications of fact-based decisions on customers EMPOWER employees with the freedom they need to please customers CREATE new value for customers, without being asked DELIGHT customers by exceeding their expectations

Crucial to Thompson's discussion of these habits is the premise that there are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business.

In the end, the results are well worth it. "Hooked on Customers" helps leaders understand, adopt, and implement the five crucial habits that enable companies to not only survive in highly competitive, overcrowded markets but to dominate them, creating a legacy of success and inspiration along the way."

Water Cooler "Talk," Hydration for a WOW Customer Experience provides easy to use concepts and tools to create WOW and memorable customer experiences, internal and external, and turn water cooler conversations into a source of never ending testimonials As it relates to the customer experience, people are far more inclined to communicate a bad experience, even the most loyal of customers as found in the COLLOQUY survey; "even among consumers who are most loyal to, engaged with and willing to recommend brands they like...31% said they are far more likely to share information about a bad experience with a product or service than a good one." Tweeting, texting, chatting, face book, or emailing a bad experience has allowed customers to be far more open and instant about the encounter - not to mention quick with their word choices. With that said, the bad experiences are far more amplified than ever before These astounding statistics should cause us to wake up and take seriously the "Water Cooler" talk and what it is saying about our organization, business, church and family. This book is packed with tools, ideas and concepts that you can use to enhance your water cooler conversations and create loyal and long lasting client relationships. The book is not written in chronological order, but rather independently by chapter. The purpose of the format is to provide you with eleven different customer service topics and tools that you can reflect and review at any given time. Customer Service is NOT a department, but rather an attitude and culture that all employees are responsible to uphold. Thank you for your readership. Enjoy