This page provides a list of curated resources about customer orientation that are available to TP students and staff. You will need to login for most of the resources except LibSearch.
eBooks / Books
The customer success economy: why every aspect of your business model needs a paradigm shift by
If leaders aren't integrating their digital offerings into a philosophy of customer success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.
Ignore your customers (and they'll go away) by
Ignore Your Customers (and They'll Go Away) spells out, step by step, how to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational, often hilarious, tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants, relates hands-on adventures about assessing and improving customer service in various industries. You'll spend time behind the scenes with Zappos CEO Tony Hsieh and discover how the company delivers "wow" customer service. From Richard Branson, you'll learn how Virgin brands deliver authentic customer service (avoiding what Branson calls "Stepford Customer Service") and Branson's secrets for turning social media attackers into brand promoters.
Customer innovation delivering a customer-led strategy for sustainable growth by
Many organizations approach customer-centic marketing and innovating their business strategy in isolation to one another, missing groundbreaking opportunities for advancement. Customer Innovation, second edition, turns this on its head by starting with the customer, innovating around their needs, then building a customer led business strategy around it. It presents a well-constructed three-by-three formula of connect, convert, collaborate, laying the foundations for innovation and change, to improve the current customer journey and expand into new customer horizons.
Transform customer experience: how to achieve customer success and create exceptional CX by
Your customers are your future. Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution.
CEX sells by
Customer EXperience (CEX) is hot! Nowadays it gets harder and harder for companies to be distinctive by the products they offer. As it is key to stand out in the services offered in addition to these products. A focus on the customer experience is needed. A lot of companies realize this, but only few manage to be successful. 'CEX SELLS' is the inspiration book for companies that want to deliver distinctive customer experiences in order to achieve their business objectives.
Customer service training 101: quick and easy techniques that get great results by
If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as "uninformed," "rude," "hot-tempered," "uncaring"? For your customer, nothing else represents your business more than your employees; therefore, for you nothing should be more important than arming these essential employees with the knowledge and skills they need to find the best solution for each and every customer.
What customers crave: how to create relevant and memorable experiences at every touchpoint by
Think you know your customers? You better be more assured than just thinking you do, because your success depends on it! The best companies in the world first research exhaustively what their customers desire, and then they deliver it in memorable and deeply human experiences--resulting in success previously believed to be unachievable. So once again, how well do you know your customers? In What Customers Crave, author and business strategist Nicholas Webb simplifies this critical task into being able to confidently answer two questions: What do your customers love? What do they hate? Jam-packed with tools and examples, this must-have resource helps businesses reinvent how they engage with customers (both physical and virtual).
Beyond the sales process: 12 proven strategies for a customer-driven world by
Your job may be all about sales, but not your customers. Did you know that the average executive spends less than 5 percent of their time engaged in the buying of products and services? Beyond the Sales Process provides readers with a proven methodology for driving success before, during, and after every sale. Featuring instructional case studies from companies such as Hilton Worldwide, Merck, and Siemens, this one-of-a-kind resource reveals 12 essential strategies for the sales person wanting to take their performance to a whole new level.
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