"The Nordstrom Way to Customer Service Excellence" is a book written by Robert Spector and Patrick D. McCarthy that explores the customer service philosophy and practices of Nordstrom, one of America's most successful retailers. The book provides insights into the Nordstrom approach to customer service, and how it has enabled the company to build a loyal customer base and achieve sustained success.
"Renewing Your Customer" by Craig Bailey is a comprehensive guide that delves into the critical aspects of managing customer renewals, emphasising strategies for maintaining strong client relationships and ensuring ongoing business growth. Bailey leverages his extensive experience in customer relationship management to provide actionable insights and practical techniques for businesses looking to maximise their customer retention rates and create lasting loyalty.
In "How to Design and Deliver Great Training" by Alan Matthews, readers are presented with a comprehensive guide to crafting and delivering impactful training programs. Matthews, an experienced trainer and consultant, shares his wealth of knowledge, offering practical insights and actionable strategies for both novice and seasoned trainers alike.
In Permission to Feel, Marc Brackett, a leading expert in the field of emotional intelligence, argues for the importance of emotional awareness and regulation in creating a healthier, more successful society. Through his personal journey and extensive research, Brackett demonstrates how emotions are often misunderstood, dismissed, or repressed, and how this leads to detrimental effects on mental health, relationships, and productivity. He makes a compelling case for why giving ourselves "permission to feel" and teaching others to do the same is essential for individual well-being and societal progress.
Project Management Communication Tools by William Dow and Bruce Taylor is a comprehensive guide that highlights the critical role of communication in project management. The book provides over 80 communication tools and techniques, helping project managers improve clarity, collaboration, and stakeholder engagement. It argues that poor communication is one of the leading causes of project failure and offers practical solutions to enhance project success through structured communication strategies.
"Smart Calling: Eliminate the Fear, Failure, and Rejection from Cold Calling" by Art Sobczak is a definitive guide that transforms traditional cold calling into a strategic and effective process. Published in 2010, Sobczak draws on his extensive experience in sales to provide a comprehensive framework for sales professionals to master the art of making "smart" calls and achieve success in their prospecting efforts.