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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Joseph Michelli McGraw-Hill McGraw-Hill Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company... List Price: $24.95 Our Price: $13.49	The Ultimate Question: Driving Good Profits and True Growth Fred Reichheld Harvard Business School Press Harvard Business School Press CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits. These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of... List Price: $29.95 Our Price: $6.30
Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations Leonard Berry, Kent Seltman McGraw-Hill McGraw-Hill Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard... List Price: $27.95 Our Price: $13.97	Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results Jack Mitchell Hyperion Hyperion A master of customer service reveals his secrets for developing long-lasting business relationships and customer loyalty. "We shower our customers with attention. There's no doubt in my mind that our philosophy can be applied to selling just... List Price: $19.95 Our Price: $7.95
Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know Jeffrey Gitomer Bard Press Bard Press Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert satisfied customers into loyal customers. List Price: $30.00 Our Price: $10.26	Salesforce.com For Dummies (For Dummies (Computer/Tech)) Tom Wong, Liz Kao For Dummies For Dummies Ready to start solving business challenges with CRM (Customer Relationship Management) software? Interested in the latest enhancements and updates to Salesforce.com? Salesforce.com For Dummies, 3rd Edition , has just what you need! ... List Price: $24.99 Our Price: $13.42
Little Red Book of Sales Answers: 99.5 Real World Answers That Make Sense, Make Sales, and Make Money (Jeffrey Gitomer's Little Books) Jeffrey Gitomer FT Press FT Press Salespeople need answers, fast! Now, one book brings together all the proven, tested, instant answers they'll ever want: Little Red Book of Sales Answers. This is the legendary Jeffrey Gitomer, the world's #1 sales presenter and author of the... List Price: $19.99 Our Price: $8.79	The Big Book of Customer Service Training Games (Big Book Series) Peggy Carlaw, Vasudha K. Deming McGraw-Hill McGraw-Hill Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the... List Price: $24.95 Our Price: $8.75
Programming Microsoft Dynamics CRM 4.0 (PRO-Developer) Mike Snyder, Jim Steger, Brad Bosak, Corey O'Brien, Phil Richardson Microsoft Press Microsoft Press Announcing a fully revised second edition of this popular SELF-PACED TRAINING KIT designed to help maximize your performance on 70-536, a core exam for the MCTS and MCPD certifications. This 2-in-1 kit includes the official Microsoft study guide,... List Price: $59.99 Our Price: $36.88	Human Sigma: Managing the Employee-Customer Encounter John H. Fleming, Jim Asplund Gallup Press Gallup Press The groundbreaking methodology Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service. In the face of widespread perceptions of abysmal customer service and disengaged employees — and... List Price: $25.95 Our Price: $13.04

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