Customer Behaviour
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Outcomes over Output: Why Customer Behavior Is the Key Metric for Business Success
- By: Joshua Seiden
- Narrated by: Chris Abell
- Length: 1 hr and 21 mins
- Unabridged
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In the old days, when we made physical products, setting project goals wasn’t that hard. But in today’s service - and software-driven world, “done” is less obvious. When is Amazon done? When is Google done? Or Facebook? In reality, services powered by digital systems are never done. So then how do we give teams a goal that they can work on? Mostly, we simply ask teams to build features - but features are the wrong way to go. We often build features that create no value. Instead, we need to give teams an outcome to achieve.
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Listned
- By Onedmc on 22-10-19
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Outcomes over Output: Why Customer Behavior Is the Key Metric for Business Success
- Narrated by: Chris Abell
- Length: 1 hr and 21 mins
- Release date: 23-05-19
- Language: English
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This book is a practical guide to using outcomes to guide the work of your team....
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Regular price: £6.99 or 1 Credit
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The Membership Economy
- Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue
- By: Robbie Kellman Baxter
- Narrated by: Tom Pile
- Length: 8 hrs and 12 mins
- Unabridged
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If you've ever used ZipCar, Amazon Prime, Spotify, NetFlix, Groupon, Weight Watchers, SurveyMonkey, United Mileage Plus, Pinterest, or Twitter, you are part of The Membership Economy, an increasingly popular model that author Robbie Kellman Baxter sees as the inevitable result of technological advancements, social trends, and a generation in transition. The Membership Economy argues that we are now moving away from ownership, but we still want the benefits that come with access.
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Better than I expected!
- By Ducarta on 17-08-19
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The Membership Economy
- Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue
- Narrated by: Tom Pile
- Length: 8 hrs and 12 mins
- Release date: 19-04-16
- Language: English
- If you've ever used ZipCar, Amazon Prime, Spotify, NetFlix, Groupon, Weight Watchers, SurveyMonkey, United Mileage Plus, Pinterest, or Twitter, you are part of The Membership Economy....
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The Toyota Way to Service Excellence
- Lean Transformation in Service Organizations
- By: Jeffrey K. Liker, Karyn Ross
- Narrated by: Doug Greene
- Length: 15 hrs and 41 mins
- Unabridged
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A must-listen for service professionals of every level, this essential book takes the proven Lean principles of the best-selling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, you'll learn how take advantage of all Lean has to offer.
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The Toyota Way to Service Excellence
- Lean Transformation in Service Organizations
- Narrated by: Doug Greene
- Length: 15 hrs and 41 mins
- Release date: 11-08-21
- Language: English
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The world's best-selling Lean expert shows service-based organizations how to go Lean, gain value, and get results - The Toyota Way....
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Regular price: £16.99 or 1 Credit
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Marketing 5.0
- Technology for Humanity
- By: Philip Kotler, Hermawan Kartajaya, Iwan Setiawan
- Narrated by: Steve Menasche
- Length: 7 hrs and 8 mins
- Unabridged
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Celebrated promoter of the "Four P's of Marketing", Philip Kotler, explains how marketers can use technology to address customers' needs and make a difference in the world. In a new age when marketers are struggling with the digital transformation of business and the changing behavior of customers, this book provides marketers with a way to integrate technological and business model evolution with the dramatic shifts in consumer behavior that have happened in the last decade.
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Off-putting narrator (audiobook)
- By Dreia on 18-01-23
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Marketing 5.0
- Technology for Humanity
- Narrated by: Steve Menasche
- Length: 7 hrs and 8 mins
- Release date: 23-03-21
- Language: English
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Celebrated promoter of the "Four P's of Marketing", Philip Kotler, explains how marketers can use technology to address customers' needs and make a difference in the world....
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Winning on Purpose
- The Unbeatable Strategy of Loving Customers
- By: Fred Reichheld, Darci Darnell, Maureen Burns
- Narrated by: Walter Dixon
- Length: 8 hrs and 37 mins
- Unabridged
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Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Created by author and loyalty guru Fred Reichheld, companies across the spectrum have adopted it - from industrial giants such as Mercedes-Benz and Cummins Engine to Silicon Valley sweethearts such as Apple and Google to digital innovators like Warby Parker and Peloton.
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Winning on Purpose
- The Unbeatable Strategy of Loving Customers
- Narrated by: Walter Dixon
- Length: 8 hrs and 37 mins
- Release date: 31-12-21
- Language: English
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Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Created by author and loyalty guru Fred Reichheld, companies across the spectrum have adopted it....
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The Forever Transaction
- How to Build a Subscription Model So Compelling, Your Customers Will Never Want to Leave
- By: Robbie Kellman Baxter
- Narrated by: Caroline Miller
- Length: 6 hrs and 16 mins
- Unabridged
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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.
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The Forever Transaction
- How to Build a Subscription Model So Compelling, Your Customers Will Never Want to Leave
- Narrated by: Caroline Miller
- Length: 6 hrs and 16 mins
- Release date: 24-09-21
- Language: English
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Develop and cultivate the kind of robust, long-term customer relationships that power companies like Nike, Spotify, LinkedIn, and Target....
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Becoming the Change
- Leadership Behavior Strategies for Continuous Improvement in Healthcare
- By: John Toussaint, Kim Barnas, Emily Adams - contributor
- Narrated by: Kyle Tait
- Length: 5 hrs and 37 mins
- Unabridged
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Health care is in the midst of a massive disruption. With financial structures in tatters and the future uncertain, this is the moment to begin the revolution. But first, leaders need to learn how to support staff at all levels as they make transformational improvements in care. This book demonstrates that real change is very personal and has to start at the top - whether you're an executive, governing board member, manager, or physician.
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AI cloned reading
- By Peter635 on 11-06-24
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Becoming the Change
- Leadership Behavior Strategies for Continuous Improvement in Healthcare
- Narrated by: Kyle Tait
- Length: 5 hrs and 37 mins
- Release date: 14-07-21
- Language: English
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Health care is in the midst of a massive disruption. With financial structures in tatters and the future uncertain, this is the moment to begin the revolution. But first, leaders need to learn how to support staff at all levels as they make transformational improvements in care....
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Green Giants
- How Smart Companies Turn Sustainability into Billion-Dollar Businesses
- By: E. Freya Williams
- Narrated by: Kelly Bourquin
- Length: 7 hrs and 6 mins
- Unabridged
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Green Giants examines nine companies that are merging social responsibility with wild profitability - and reveals the six factors responsible for their success, including: iconoclastic leadership fueled by deep conviction and a rebellious streak; disruptive innovation that uses sustain ability to spur the development of radically better products and services; a higher purpose that ignites the company - when the mission leads, profits follow.
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Really difficult to focus on the book.
- By Amazon Customer on 03-07-18
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Green Giants
- How Smart Companies Turn Sustainability into Billion-Dollar Businesses
- Narrated by: Kelly Bourquin
- Length: 7 hrs and 6 mins
- Release date: 24-07-15
- Language: English
- Green Giants examines nine companies that are merging social responsibility with wild profitability - and reveals the six factors responsible for their success....
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Buyer Personas
- How to Gain Insight into Your Customer's Expectations, Align Your Marketing Strategies, and Win More Business
- By: Adele Revella
- Narrated by: Pam Ward
- Length: 7 hrs and 2 mins
- Unabridged
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Buyer Personas is the marketer's actionable guide to learning what your buyer wants and how they make decisions. Written by the world's leading authority on buyer personas, this audiobook provides comprehensive coverage of a compelling new way to conduct buyer studies, plus practical advice on adopting the buyer persona approach to measurably improve marketing outcomes. Listeners will learn how to segment their customer base, investigate each customer type, and apply a radically more relevant process of message selection, content creation, and distribution.
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Buyer Personas
- How to Gain Insight into Your Customer's Expectations, Align Your Marketing Strategies, and Win More Business
- Narrated by: Pam Ward
- Length: 7 hrs and 2 mins
- Release date: 12-11-19
- Language: English
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Buyer Personas is the marketer's actionable guide to learning what your buyer wants and how they make decisions....
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Sense & Respond
- How Successful Organizations Listen to Customers and Create New Products Continuously
- By: Jeff Gothelf, Josh Seiden
- Narrated by: Graham Rowat
- Length: 6 hrs and 19 mins
- Unabridged
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We're in the midst of a revolution. Quantum leaps in technology are enabling organizations to observe and measure people's behavior in real time, communicate internally at extraordinary speed, and innovate continuously. These new, software-driven technologies are transforming the way companies interact with their customers, employees, and other stakeholders.
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Sense & Respond
- How Successful Organizations Listen to Customers and Create New Products Continuously
- Narrated by: Graham Rowat
- Length: 6 hrs and 19 mins
- Release date: 10-12-19
- Language: English
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We're in the midst of a revolution. Quantum leaps in technology are enabling organizations to observe and measure people's behavior in real time, communicate internally at extraordinary speed, and innovate continuously....
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Why People Buy
- The Real Reason Features and Benefits Selling Doesn't Work
- By: Greg Nanigian
- Narrated by: Graham Rowat
- Length: 3 hrs and 48 mins
- Unabridged
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Learn the secret of what really drives sales - and how to give people what they need so they want to buy from you.
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Why People Buy
- The Real Reason Features and Benefits Selling Doesn't Work
- Narrated by: Graham Rowat
- Length: 3 hrs and 48 mins
- Release date: 29-12-20
- Language: English
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Learn the secret of what really drives sales - and how to give people what they need so they want to buy from you....
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Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- By: Joey Coleman
- Narrated by: Joey Coleman
- Length: 9 hrs and 28 mins
- Unabridged
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Coleman offers a system designed to dramatically increase customer retention and as a result, the bottom line. He identifies eight distinct emotional needs customers undergo during the 100 days following a purchase, whether it's as small as a new drink at Starbucks or as big as a house. If you can understand and anticipate these phases, you can use a myriad of techniques - in-person, email, mail, and video - to cement a long and valuable partnership.
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ok but not great and nothing really new
- By dave on 18-01-21
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Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- Narrated by: Joey Coleman
- Length: 9 hrs and 28 mins
- Release date: 03-04-18
- Language: English
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Coleman's theory of customer loyalty is that it's not about getting the sale: It's about the 100 days after the sale....
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Amp Up Your Sales
- Powerful Strategies That Move Customers to Make Fast, Favorable Decisions
- By: Andy Paul
- Narrated by: Grover Gardner
- Length: 6 hrs and 32 mins
- Unabridged
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Succeeding as a sales professional is like being a professional athlete. Whether you're already the top salesperson at your company, or you're simply working hard to reach the next level of success, in order to keep up in a fast-paced, increasingly crowded marketplace - one in which meaningful product differentiation has all but disappeared - you must constantly push yourself to improve, open more doors, and break through the noise to attract and retain the attention of busy and distracted customers.
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nothing new and earth shattering here
- By dave on 31-08-18
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Amp Up Your Sales
- Powerful Strategies That Move Customers to Make Fast, Favorable Decisions
- Narrated by: Grover Gardner
- Length: 6 hrs and 32 mins
- Release date: 17-12-14
- Language: English
- Amp up Your Sales reveals how to simplify your sales strategy, maximize the value of your selling, and amplify your sales responsiveness....
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Hug Your Haters
- How to Embrace Complaints and Keep Your Customers
- By: Jay Baer
- Narrated by: Jay Baer
- Length: 5 hrs and 36 mins
- Unabridged
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Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal.
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Excellent, very useful and enjoyable
- By Oli on 20-12-20
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Hug Your Haters
- How to Embrace Complaints and Keep Your Customers
- Narrated by: Jay Baer
- Length: 5 hrs and 36 mins
- Release date: 01-03-16
- Language: English
- Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels....
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Agile for Everybody: Creating Fast, Flexible, and Customer-First Organizations
- By: Matt LeMay
- Narrated by: Mitchell Dorian
- Length: 4 hrs and 19 mins
- Unabridged
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Author Matt LeMay explains agile in clear, jargon-free terms and provides concrete and actionable steps to help any team put its values and principles into practice. Examples from a wide variety of organizations, including small nonprofits and global financial enterprises, bring to life the on-the-ground realities of agile across industries and functions.
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Agile for Everybody: Creating Fast, Flexible, and Customer-First Organizations
- Narrated by: Mitchell Dorian
- Length: 4 hrs and 19 mins
- Release date: 27-05-20
- Language: English
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Author Matt LeMay explains agile in clear, jargon-free terms and provides concrete and actionable steps to help any team put its values and principles into practice....
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Digital Customer Service
- Transforming Customer Experience for an On-Screen World
- By: Rick Delisi, Dan Michaeli
- Narrated by: Rick Delisi
- Length: 5 hrs and 35 mins
- Unabridged
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Digital Customer Service traces the evolution of customer service - as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world.
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Digital Customer Service
- Transforming Customer Experience for an On-Screen World
- Narrated by: Rick Delisi
- Length: 5 hrs and 35 mins
- Release date: 21-12-21
- Language: English
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Digital Customer Service traces the evolution of customer service - as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world....
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The Automatic Customer
- Creating a Subscription Business in Any Industry
- By: John Warrillow
- Narrated by: Don Hagen
- Length: 5 hrs and 14 mins
- Unabridged
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These days, virtually anything you need can come through a subscription. Far beyond Spotify and Netflix, companies in nearly any industry, from home contractors to florists, can build subscriptions into their business. Subscription is the key to increasing cash flow, igniting growth and boosting the value of your company. Whether you want to transform your entire business into a recurring revenue engine or just pick up an extra five per cent of sales growth, The Automatic Customer will be your secret weapon.
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Very good
- By Amazon Customer on 02-08-23
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The Automatic Customer
- Creating a Subscription Business in Any Industry
- Narrated by: Don Hagen
- Length: 5 hrs and 14 mins
- Release date: 07-04-22
- Language: English
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The lifeblood of your business is repeat customers. But customers can be fickle, markets shift and competitors are ruthless. So how do you ensure a steady flow of business? The secret—no matter what industry you're in—is finding and keeping automatic customers....
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The Challenger Sale
- How to Take Control of the Customer Conversation
- By: Matthew Dixon, Brent Adamson
- Narrated by: Matthew Dixon, Brent Adamson
- Length: 5 hrs and 43 mins
- Unabridged
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Matthew Dixon and Brent Adamson share the secret to sales success: don't just build relationships with customers. Challenge them! What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships - and you'd be wrong. Matthew Dixon, Brent Adamson and their colleagues at CEB have studied the performance of thousands of sales reps worldwide. Their conclusion? The best salespeople don't just build relationships with customers. They challenge them.
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I did not even realise I was an inactive challenger.
- By Samber on 09-04-24
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The Challenger Sale
- How to Take Control of the Customer Conversation
- Narrated by: Matthew Dixon, Brent Adamson
- Length: 5 hrs and 43 mins
- Release date: 10-02-22
- Language: English
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Matthew Dixon and Brent Adamson share the secret to sales success: don't just build relationships with customers. Challenge them....
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What Customers Crave
- How to Create Relevant and Memorable Experiences at Every Touchpoint
- By: Nicholas J. Webb
- Narrated by: James Foster
- Length: 7 hrs and 1 min
- Unabridged
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The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success
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a good CX book
- By dave on 08-12-20
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What Customers Crave
- How to Create Relevant and Memorable Experiences at Every Touchpoint
- Narrated by: James Foster
- Length: 7 hrs and 1 min
- Release date: 27-12-15
- Language: English
- What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top....
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User Tested
- How the World's Top Companies Use Human Insight to Create Great Experiences
- By: Janelle Estes, Andy MacMillan
- Narrated by: Lexi Mae
- Length: 6 hrs and 8 mins
- Unabridged
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User Tested delivers an eye-opening and compelling treatment of putting customers back at the center of your business model. In this book, you'll discover why the company that offers the best customer experience always wins and that real, three-dimensional people can't be reduced to data points on a graph.
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User Tested
- How the World's Top Companies Use Human Insight to Create Great Experiences
- Narrated by: Lexi Mae
- Length: 6 hrs and 8 mins
- Release date: 15-02-22
- Language: English
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User Tested delivers an eye-opening and compelling treatment of putting customers back at the center of your business model....
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