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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. 

Every businessman and entrepreneur worth his salt knows that the most important element for every business is the people. It's not your products or the revenue but the people. An ideal situation would be that all of your customers are 100% happy all the time, but this is impossible. At some point, some of them would be unsatisfied. It is important to understand what to expect from your customers and what your customers expect of you so you can provide great customer service that would leave both parties happy and satisfied.

Today's customers have more buying options than ever before. They don't care if it's direct or indirect. They don't mind if it's not your preferred sales model. And they don't like it when you try to tell them how to buy from you. If you want your customers to keep buying - and your company to keep growing - you need to rethink and retool the way you're selling. You need to go "hybrid". The Hybrid Sales Channel shows you how to integrate, invigorate, and maximize the direct and indirect sales channels you already have.

Marketing legend David Norton orchestrated the initiatives that made Harrah's/Caesars Entertainment one of the greatest marketing companies in the world. His approach of using data to identify opportunities for the business, developing the narrative to sell throughout the organization and partnering with various constituents to drive successful implementation operationally is unparalleled. In The High Roller Experience, he shares his secrets to creating an unbeatable marketing strategy.

Andy Cunningham has been at the forefront of tech and innovation since day one, and she's been helping companies create new product categories ever since. Now she reveals the winning framework she uses to transform markets and industries. Get to Aha! shows how to establish the kind of foundation world-class brands are built on. Too many business leaders fail to ask the most basic questions about their company.

In today's high-speed, customer-empowered world, the levels of swiftness and efficiency of business transactions will determine ultimate success or failure. In this groundbreaking guide, Dooley helps you spot the inevitable points of friction in your organization, and he provides the tools and insight you need to eliminate them. By truly understanding the impact friction can have, you'll be able to establish positive habits and eliminate negative ones - all with the end result of building a company that's the envy of your industry.

Strategy consultant Robbie Kellman Baxter has been helping companies excel in this business environment for more than a decade. Now, in The Forever Transaction, she reveals all her secrets. Whatever industry you're in, Baxter provides the inspiration, tools, and insight you need to build and execute a business model that will leave your competition in the dust.

CEOs would pay anything to replicate their best salespeople; CustomerCentric SellingTM explains instead how to replicate their skills. It details a repeatable, scalable, and transferable sales process that formats the questions that superior salespeople ask, and then uses the results to influence and enhance the words and behaviors of their colleagues.

Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail - the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back - and that sets you apart from the competition. You need to seize The Customer Experience Edge.

Research shows that nothing impacts patient experiences more than the quality of communication. The key to better healthcare outcomes is communication. Over the past four decades, the Academy of Communication in Healthcare has worked tirelessly with health systems, teaching communication skills that put relationships - between patients and providers, as well as among providers - at the center of care. Now, for the first time, ACH's proven and effective methodology is detailed in this invaluable step-by-step guide.  

Press Ganey's chief nursing officer Christina Dempsey has worked everywhere in healthcare, from the ward floor to the hospital boardroom. She has also experienced the system as a patient and as a family member of a critically ill patient. In The Antidote to Suffering, this 30-year healthcare veteran and patient-experience thought leader argues that the key to improving healthcare is to reduce the suffering - physical, psychological, and emotional - of patients and caregivers alike through Compassionate Connected CareTM.

No one understands better than Joseph Michelli how businesses create and leverage world-class customer experiences. In The Airbnb Way, he shows how innovative leaders have managed to build an unique brand by inspiring and engaging a community of hospitality entrepreneurs - a feat unparalleled in the shared economy.

7 Tenets of Taxi Terry outlines seven essential keys to engagement that anyone at any job can use to excel. McKain threads them all together with the story of Taxi Terry, a cab driver in Jacksonville, FL, who gave him the best customer-service experience of his life. Scott empowers you to make a tangible difference in your own life and the lives of your customers and contribute to overall health of the organization.

Filled with practical information and written in Lou's inimitable conversational style, Winning the Customer is your all-pro offensive attack against old, ineffective methods and flat results. Lou's tools will give any business an inspired team, supersized income, and a virtual stadium full of engaged, high-paying customers.

What do many successful businesses and leaders have in common? They're the first names that come to mind when people think about their particular industries. How do you achieve this level of trust that influences people to think of you in the right way at the right time? By developing habits and strategies that focus on engaging your audience, creating meaningful relationships, and delivering value consistently, day in and day out. It's the winning approach John Hall used to build Influence & Co. into one of “America's Most Promising Companies”, according to Forbes.

The most common complaint Bill Stinnett hears from his corporate clients is that would-be vendors and suppliers "just don't understand our business" In Think Like Your Customer, Stinnett explains why the key to landing corporate customers is to learn to think about the things executives and business owners think about and understand how they make complex buying decisions.

Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. How did Cleveland Clinic turn itself around so effectively and so quickly? More important, how can you do the same with your organization? Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations - methods that seamlessly translate to any business seeking to improve its customer experience.

The groundbreaking new change-management strategy that will give you the edge in a business world where nothing stays the same. Selling Vision provides a sales approach designed specifically to help you sell new products or services that require significant change in the way you do business.

Learn how to apply the proven principles of Hug Your Customers to refine your selling technique, boost your sales, and keep your customers coming back for more.

Sales is now a team sport, and to win, you have to build and manage selling squads that work in complete alignment - not just during client meetings, but before and after, as well. In Sell Like a Team, Michael Dalis, a senior consultant at the legendary sales training firm, The Richardson Company, guides you through the process of creating and managing selling squads that execute and win in every sales meeting or pitch.