Book Description
In Brand from the Inside, Libby Sartain and Mark Schumann, branding experts who helped to build employer brands at Southwest Airlines and Yahoo!, describe this secret weapon for a business. The book gives leaders across an organization step-by-step instruction on how to motivate employees to consistently deliver the experience the customer brand promises. By building the employer brand from inside the business—ensuring consistent authenticity, substance, and voice throughout the business—any organization can unleash a powerful tool to emotionally engage employees and recruit and retain the best people.
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In Brand from the Inside, Libby Sartain and Mark Schumann, branding experts who helped to build employer brands at Southwest Airlines and Yahoo!, describe this secret weapon for a business. The book gives leaders across an organization step-by-step instruction on how to motivate employees to consistently deliver the experience the customer brand promises. By building the employer brand from inside the business ensuring consistent authenticity, substance, and voice throughout the business any organization can unleash a powerful tool to emotionally engage employees and recruit and retain the best people.
Customer Reviews:
Internal marketing with an HR twist.......2006-08-08
This predictable book on branding has a slight twist: aim your branding efforts at your employees as well as at your customers. Simple enough. Authors Libby Sartain and Mark Schumann have boiled employer branding down to eight essentials. Generally, they focus on their core concept with a positive orientation toward employees, although their lists, checklists and lists within lists do get repetitive. Maybe all those lists are intended to help the staff in human resources, where they place much of the responsibility for internal branding. We recommend this book to branding and internal marketing newcomers who want a rundown of the basics, and to human resource professionals who may need to learn about marketing to harness the impact of internal branding.
Book Description
To its millions of loyal customers world-wide, the Hallmark brand stands for more than just greeting cards; it embodies the elusive item every company hopes to capture—the customer’s heart. Hallmark has found that one of the keys to attaining superior customer loyalty is through emotion. Now for the first time, Hallmark reveals its groundbreaking strategy: Emotion Marketing.
This strategy can help any company create an emotional bond with customers for a competitive advantage in the marketplace. Emotion Marketing will reveal:
• How emotion works to cement customer loyalty
• The 3 Emotional E’s—Equity, Experience, and Energy
Scott Robinette (Kansas City, MO) is General Manager of Hallmark Business Expressions. Claire Brand (Kansas City, MO) is Customer Marketing Manager at Hallmark. Vicki Lenz (Atlanta, GA) is a writer, consultant, and speaker on business, leadership, and marketing.
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Hallmark has found that one of the keys to attaining superior customer loyalty is through emotion. Now for the first time, Hallmark reveals its groundbreaking strategy: Emotion Marketing.
Customer Reviews:
More insight in Emotionn Marketing.......2003-09-17
I get lots of insight about emotion marketing from this book.
In fact, the term of "Emotion marketing" is new to me, after I read this book, I found that many products or commercials are already used this concept to sell the product, such as Hallmark and McDonald's. Hallmark emphasizes care and love in its brand, it wants to show to the customer that Hallmark cares what they need and it tries to educate or demonstrate to the customer the importance of sharing love, but not only hard-sell their products.
On the other hand, McDonald¡¦s shows the happy and fun feeling to the customers. It tries to show that McDonald's is not only a fast food shop but also a place for children to have fun which brings happy to every customers.
I think emotion marketing will be more and more popular in the world. The traditional hard ¡Vsell product advertising method is not suitable for customers nowadays. Since product¡¦s differentiation becomes less and less and customers are more knowledgeable, the selling method only emphasizes functions will not be persuasive enough and increase customer¡¦s purchase intention. But emotion marketing is mainly selling the feeling and emotion that can be associated with the brands or products and as we know that human being is kind of emotion oriented when buying products.
Also, emotion marketing is very helpful in building customer loyalty since customers will loyal to the brand which have same belief or they enjoy the emotion which the company created for them.
A comprehensive guide to Emotion Marketing.......2003-09-17
This is a very comprehensive guide to Emotion Marketing for any business.
The book has mentioned many examples of successful emotion marketing strategies used by Hallmark and other companies like Harley-Davidson. However, what they have already done does not mean ¡§sure-win¡¨ plans.
The book explained a model for Emotion Marketing ¡V Value StarSM. Base on this model, any business can work out its own tailor-made success formula. Then, the book also taught us how to put Emotion Marketing to work at different areas of business, like on the Internet.
Emotion Marketing is actually about how to attract and retain customers that will be loyal to a brand for a lifetime. Therefore, the key is how a business manages its customer relationships.
This is a very good book because it goes beyond telling us WHAT to do, but HOW we should PLAN what to do.
A comprehensive guide to Emotion Marketing.......2003-09-15
This is a very comprehensive guide to Emotion Marketing for any business.
The book has mentioned many examples of successful emotion marketing strategies used by Hallmark and other companies like Harley-Davidson. However, what they have already done does not mean ¡§sure-win¡¨ plans.
The book explained a model for Emotion Marketing ¡V Value StarSM. Base on this model, any business can work out its own tailor-made success formula. Then, the book also taught us how to put Emotion Marketing to work at different areas of business, like on the Internet.
Emotion Marketing is actually about how to attract and retain customers that will be loyal to a brand for a lifetime. Therefore, the key is how a business manages its customer relationships.
This is a very good book because it goes beyond telling us WHAT to do, but HOW we should PLAN what to do.
Customer Service "Must".......2001-05-15
Anybody interested in outstanding customer service will value the experience of reading Emotion Marketing by Scott Robinette, Claire Brand and Vicki Lenz.
When one considers the expenses associated with finding new customers and then compares how little, by comparison, it costs to keep the customers you already have, this book becomes essential reading.
Emotion Marketing is easy to read, yet educational and thought-provoking.
Winning Formula for Customers and Employees Alike.......2001-04-28
"Emotion Marketing" presents a powerful formula for engaging customers and employees alike in a meaningful relationship with enlightened leadership. This work should dispel any doubt about the value of pro-people practices in business. Engaging the commitment of 20,000 employees and millions of customers is no small task. Yet, in a world of corporate downsizing, worker alienation, and customer distrust, Hallmark has developed the ability to make money by winning people's hearts and earning their trust. This is a must read for anyone seeking to distinguish themselves and their companies from the madding crowd.
Book Description
Learn Powerful Techniques to Quickly Gain Client Trust and Close the Deal
In their previous book,
The Financial Professional’s Guide to Persuading 1 to 1,000, communications specialists Mitch Anthony and Gary DeMoss taught professionals in the financial services industry proven strategies for delivering “can’t miss” presentations about products and services. In this latest book, they take those ideas one step further, teaching the skills that every sales professional needs to know to build a deeper level of trust with clients.
After using the invaluable techniques demonstrated in
Making the Client Connection, you’ll be able to:
• Meet, greet and treat your clients in ways that will make them instantly trust you.
• Use your emotional intelligence to your best advantage.
• Become a better observer of personality and use that understanding to increase your sales.
• Negotiate compromises and resolve conflicts instantly.
• Polish your sales presentation skills to grab the attention of your audience.
With this guide, you’ll never miss another opportunity to determine and deliver exactly what your clients want—ultimately turning a simple introduction into a long-lasting and profitable association.
Book Description
Faced with crowded markets, flat growth and growing consumer cynicism, brand marketers are looking for ways to deepen the emotional connection between their brands and customers. This book uses interviews and case studies to show how belief-led brands such as Google, Zara and Camper have outstripped the growth of their peers by igniting passion among employees and consumers alike. These passion brands show the way to marketing in the 21st century. Drawing on both research and academic theory, the authors provide a practical, systematic approach to the business of transforming brands into passion brands. "Creating Passion Brands" shows what really counts at the heart of branding today.
Book Description
Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioral psychology, any service rep or team can dramatically improve service quality. Great Customer Connections presents a step-by-step program for turning each customer interaction into a peak experience. Adapting scientific research into easy-to-apply practices, the book lets service professionals:
* connect with customers and "speak the language" of each one's unique personality * use the "secret phrases" that make them feel great * tell them anything without upsetting them * stop saying "no" --permanently * defuse any crisis and take command of each interaction even with difficult or unclear customers
Combining known principles of behavioral psychology with field-proven techniques, Great Customer Connections is the key to revolutionizing the service quality that you, your team, and your entire company provide.
Customer Reviews:
A Communication Handbook for all Seasons.......2006-06-20
In his new book Great Customer Connections, Rich Gallagher has done us all a favor by calling our attention to the need for a more positive approach to dealing with customers, service people, and indeed everyone in our lives. Positive behavior generates positive results. Speaking from a strong understanding of behavioral psychology, Rich's tenets and the vignettes in his book generate a wonderful teaching manual for customer service situations and indeed for communicating in our day to day lives.
A book directed toward business ethics and customer service, I see this book as also a way to teach something we sometimes forget: basic manners when dealing with others. I'm all for encouraging communication skills and re-instigating the use of "Please," and "Thank you," and "May I help you?" in our day to day lives. Gallagher notes that those businesses that are most successful are the ones that provide excellent customer service, that treat all people at all levels in the company with respect, and that know how to react with class to both positive as well as challenging situations. Great Customer Connections is a fabulous learning tool for teaching these communication success strategies.
Lucy Lewis
Co-author, Create Your Own Family Originals
Average customer rating:
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Listening With Empathy: Creating Genuine Connections With Customers and Colleagues
John Selby
Manufacturer: Hampton Roads Publishing Company
ProductGroup: Book
Binding: Hardcover
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Effective Listening Skills
ASIN: 1571745149 |
Book Description
With customer loyalty weighing in as the most valued commodity in the workplace today, we'd all like to know how to create lasting emotional connections to keep clients personally satisfied and eager to do business with us. In this follow-up to Take Charge of Your Mind (Hampton Roads, 2006) John Selby presents his 4-step Empathy on Demand mood-management method for doing just that, giving readers a practical toolkit for rapidly shifting from negative to genuinely positive moods at work, feeling good in your own skin in the present moment, and making authentic heart contact with customers, clients and colleagues. As readers hone their abilities to create strong bonds with others by making them feel truly accepted and appreciated, they will naturally become more confident, charismatic, and successful. A highly regarded meditation teacher and business consultant, John Selby is the author of twenty-two books with sales totaling more than half a million copies.
Book Description
Whether you're involved in marketing and sales, employed in business, government, or an association, on the front line with customers, heading up a department, entire organization or any other area of influence, the ability to effectively connect to the needs of others dramatically impacts profitability, productivity, motivation and more.
Get Along with Anyone, Anytime, Anywhere is your "one stop" guide to finding all the information you need on a daily basis to communicate effectively and build lasting personal and professional relationships today, next week and next year.
Customer Reviews:
A Keeper for Anybody Who Wants to be Successful in Life.......2004-08-09
Book Review for Get Along with Anyone Anytime Anywhere
By Arnold Sanow and Sandra Strauss
Reviewed by Roz Trieber, MS, CHES, NFL
August 9, 2004
In Today's corporate culture, there is a lack of joy, fun, laughter and most importantly feeling appreciated and valued. Get Along with Anyone, Anytime, Anywhere is a book that not only provides research and theory about how to, but offers real life and real work life situations where you can implement strategies right away.
If you want to combat shyness or learn how to stop comparing yourself to others, Sanow and Strauss show you how. If influence and persuasion are important to you, read the chapter called "Boost Your Communication IQ. You will be on the same wave length before you know it. Don't stop there, when it comes to "Prickly People", aka, difficult people, Sanow and Strauss don't let you down. When it comes to Whiners, Grumblers, and Grouches, you will be surprised how they teach you to "let go" of your own ego, give them a chance to provide solutions that can make a difference. The best part about their strategy, you don't use up any of your energy or inhale negative energy.
You won't be behind the 8 ball if you practice what Sanow and Strauss provide in Get Along with Anyone Anytime, Anywhere-8 keys to creating enduring connections with customers, co-workers... even kids!
See more about Roz:
Roz Trieber, MS, CHES, NFL
The Naturally Funny Lady
www.jest4success.com
Book Description
This digital document is an article from Do-It-Yourself Retailing, published by National Retail Hardware Association on February 1, 1992. The length of the article is 666 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Bad connection: they don't hear a word you're saying. (retailer-customer communication)
Author: John P. Hammond
Publication:
Do-It-Yourself Retailing (Magazine/Journal)
Date: February 1, 1992
Publisher: National Retail Hardware Association
Volume: v162
Issue: n2
Page: p8(1)
Distributed by Thomson Gale
Average customer rating:
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The Brand Connection: Good Listeners Make Better Marketers.(Product Information): An article from: Customer Interaction Solutions
Manufacturer: Technology Marketing Corporation
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Binding: Digital
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ASIN: B0008HVIJM
Release Date: 2005-06-01 |
Book Description
This digital document is an article from Customer Interaction Solutions, published by Technology Marketing Corporation on April 1, 2001. The length of the article is 7968 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: The Brand Connection: Good Listeners Make Better Marketers.(Product Information)
Publication:
Customer Interaction Solutions (Magazine/Journal)
Date: April 1, 2001
Publisher: Technology Marketing Corporation
Volume: 19
Issue: 10
Page: 74
Distributed by Thomson Gale
Book Description
This digital document is an article from Mobile Business Advisor, published by Advisor Publications, Inc. on November 1, 2002. The length of the article is 3395 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Calling all business owners: give your customers a wireless connection: wireless solutions for your business location.(Wireless Web)(Industry Overview)
Author: Lee Barken
Publication:
Mobile Business Advisor (Magazine/Journal)
Date: November 1, 2002
Publisher: Advisor Publications, Inc.
Volume: 20
Issue: 8
Page: 26(4)
Article Type: Industry Overview
Distributed by Thomson Gale
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- Cold Calling Techniques: (That Really Work!) (Cold Calling Techniques)
- Command Performance: The Art of Delivering Quality Service (The Harvard Business Review Book)
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Books Index
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