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Trust Agents

Author: Chris Brogan
Publisher: John Wiley & Sons
ISBN: 9780470909591
Size: 28.32 MB
Format: PDF, Docs
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The New York Times and Wall Street Journal bestseller-now in a new, updated paperback edition Today's online influencers are Web natives who trade in trust, reputation, and relationships, using social media to accrue the influence that builds up or brings down businesses online. In Trust Agents, two social media veterans show you how to tap into the power of social networks to build your brand's influence, reputation, and, of course, profits. In this revised paperback version, learn how businesses are using the latest online social tools to build networks of influence and how you can use those networks to positively impact your business. Combining high-level theory and practical actions, this guide delivers actionable steps and case studies that show how social media can positively impact your business. New edition features specific first moves for entering social media for small businesses, educators, travel and hospitality enterprises, nonprofit organizations, and corporations Authors both have a major presence on the social Web as well as years of online marketing and new media experience If you want your business to succeed, don't sit on the sidelines while new markets and channels grow. Instead, use the Web to build trust with your consumers using Trust Agents.

Die Kunst Des Reklamierens

Author: Paul Eisewicht
Publisher: Springer-Verlag
ISBN: 3658090111
Size: 71.16 MB
Format: PDF, Mobi
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Paul Eisewicht untersucht, was passiert, wenn Kauferwartungen enttäuscht werden und sich Konsumenten an Anbieter wenden, um zu reklamieren. Dabei schlägt er eine konsumsoziologische Reklamationsdefinition vor, die an der sozialen Realität des Reklamierens orientiert ist. Zum einen zeigt sich dadurch, dass Reklamationen (trotz rechtlicher und organisationaler Vorgaben) äußerst aushandlungsbedürftige Situationen sind (hinsichtlich der Verantwortlichkeit des Adressaten, der Triftigkeit des Problems und der Angemessenheit der Forderung). Zum anderen zeigt sich die Vielfalt im Handeln von Reklamierenden (kooperativen oder konfrontativen, emotionalen oder sachlichen Argumentierens). Damit kann das Verständnis dafür geschärft werden, welche Handlungsprobleme beim Konsumieren (oft routiniert und selbstverständlich) selbstwirksam bearbeitet werden und wie Konsumenten mit Unzufriedenheit umgehen.

Managing Customer Experience And Relationships

Author: Don Peppers
Publisher: John Wiley & Sons
ISBN: 1119239818
Size: 18.84 MB
Format: PDF
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Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.

Extreme Trust

Author: Don Peppers
Publisher: Penguin
ISBN: 1101561270
Size: 26.48 MB
Format: PDF
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How companies can stay competitive in a world of total transparency. With their first book, 1993's The One-to-One Future, Don Peppers and Martha Rogers introduced the idea of managing interactive customer relationships, long before the Web and social networking made it standard business practice. With Extreme Trust, they look to the future once again, predicting that rising levels of transparency will require companies to protect the interests of their customers and employees proactively, even when it sometimes costs money in the short term. The importance of this "trustability" will transform every industry. Retail banks won't be able to rely as much on overdraft charges. Consumers will expect retailers to remind them when they have unused balances on gift cards. Credit card companies will coach customers to avoid excessive borrowing. Cell phone providers will help customers find appropriate calling plans for their usage patterns. Success won't come from top-down rules and processes, but from bottom-up solutions on the part of employees and customers themselves. And the most successful businesses will earn and keep the extreme trust of everyone they interact with

Wie Man Freunde Gewinnt

Author: Dale Carnegie
Publisher: S. Fischer Verlag
ISBN: 3104031479
Size: 35.58 MB
Format: PDF, ePub, Docs
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Dieses Buch zeigt Ihnen: - wie man Freunde gewinnt - wie man auf neuen Wegen zu neuen Zielen gelangt - wie man beliebt wird - wie man seine Umwelt beeinflußt - wie man mehr Ansehen erlangt - wie man im Beruf erfolgreicher wird - wie man Streit vermeidet - wie man ein guter Redner und brillanter Gesellschafter wird - wie man den Charakter seiner Mitmenschen erkennt - wie man seine Mitarbeiter anspornt und vieles mehr...


Author: Michael A. Stelzner
Publisher: John Wiley & Sons
ISBN: 1118102789
Size: 66.21 MB
Format: PDF, Docs
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If you've been let down by the undelivered promises of marketing, this book is for you. Launch reveals a new way to grow your business that involves focusing on the needs of others, giving gifts, working with outsiders, and restraining your marketing messages. These principles are precisely the opposite of traditional marketing. Yet they work. And they are the future. If you follow the formula outlined in this book, you can attract countless customers and prospects, resulting in amazing business growth. This book will show you how to: Create highly sharable content that meets people's needs Identify and work with outside experts, many of whom will gladly promote your content Attract and retain raving fans that will help your business grow Creatively market and sell to people who will gladly purchase your products and services Launch isn't like other marketing books. Rather than making keen observations about others who’ve achieved success, the ideas and principles in this book were developed, refined, and practiced by the author to great success. Pick up a copy for yourself and one for a friend.

Marketing In A Web 2 0 World

Author: Peter VanRysdam
Publisher: Atlantic Publishing Company
ISBN: 1601383177
Size: 80.10 MB
Format: PDF
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Marketing in a Web 2.0 World shows you how to take advantage of these latest technologies to market your business, and many of the tools require little or no money to implement. With Peter VanRysdam, as your guide, you will understand how social networkshave fundamentally altered how the Internet is used as a marketing tool. You will discover how to draw visitors to your Web site with search engine optimization (SEO) and how to use Webinars, blogs, and podcasts to establish yourself as a leader in your industry. --from publisher description

Reinventing Professional Services

Author: Ari Kaplan
Publisher: John Wiley & Sons
ISBN: 9781118097526
Size: 53.88 MB
Format: PDF
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How engaging technology and relationships can help you standout, attract business and achieve a more dynamic professionallife The technological landscape has reshaped the way white collarworkers cultivate and promote their businesses. The Transformationof Professional Services is an engaging look at how licensedexperts are adapting to today's dynamic economic environment. From Ari Kaplan—a recognized advisor on business andcareer development— Reinventing Professional Services:Building Your Business in the Digital Marketplaceoffersinsights on taking advantage of enterprising techniques to standout and position one's self as an insightful chameleon rather thanas an isolated purveyor of facts and figures. Details the importance of offering resources instead of simplyselling Reveals strategies for increasing one's searchability anddistinguishing one's self in an economic downturn or recovery Offers advice readers can immediately use to strengthen clientrelationships Written in a straightforward and accessible style, this bookprovides engaging guidance for anyone in the professional servicesfield—from business consultants, financial advisers, andlawyers to accountants, real estate brokers, and appraisers.

No Bullshit Social Media

Author: Jason Falls
Publisher: Que Publishing
ISBN: 0132748908
Size: 28.93 MB
Format: PDF, Kindle
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The In-Your-Face, Results-Focused, No-“Kumbaya” Guide to Social Media for Business! Detailed techniques for increasing sales, profits, market share, and efficiency Specific solutions for brand-building, customer service, R&D, and reputation management Facts, statistics, real-world case studies, and rock-solid metrics Stop hiding from social media--or treating it as if it’s a playground. Start using it strategically. Identify specific, actionable goals. Apply business discipline and proven best practices. Stop fearing risks. Start mitigating them. Measure performance. Get results. You can. This book shows you how. Jason Falls and Erik Deckers serve up practical social media techniques and metrics for building brands, strengthening awareness, improving service, optimizing R&D, driving better leads--and closing more sales. “Conversations” and “communities” are wonderful, but they’re not enough. Get this book and get what you really want from social media: profits. Think social media’s a passing fad? Too risky? Just a toy? Too soft and fuzzy? Not for your business? Wake up! It’s where your customers are. And it ain’t going away. Does that suck? No. It doesn’t. Do social media right, and all those great business buzzwords come true. Actionable. Measurable. And...wait for comes the big one. Profitable. Damn profitable. Want to know how to do it right? We’ll show you. And, yeah, we know how because we’ve done it. This is the bullshit-free, lie-free, fluff-free, blessedly non-New-Age real deal. You’re going to learn how to use social media to deliver absolutely killer customer service. How to R&D stuff people actually want. Develop scads of seriously qualified leads. You’ll figure out what you want. You know, the little things like profits, market share, loyalty, and brand power. You’ll figure out how to measure it. And then you’ll go get it. One more thing. We know what scares you about social media. Screwing up (a.k.a., your mug on the front page of The Wall Street Journal). So we’ll tell you what to do so that won’t happen. Ever. No B.S. in this book. Just facts. Metrics. Best practices. Stuff to warm the hearts of your CFO, CEO, all your C-whatevers. And, yeah, you. So get your head out from under the pillow. Get your butt in gear. Let’s go make some money.

Lead Generation For Dummies

Author: Dayna Rothman
Publisher: John Wiley & Sons
ISBN: 111881617X
Size: 36.86 MB
Format: PDF
View: 5007
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Learn how to get your message heard above the online noise The buying process is greatly changed. With the Internet, the buyer is in charge. If your product is going to compete, you need to master 21st century lead generation, and this book shows you how. It's packed with effective strategies for inbound and outbound marketing tactics that will generate leads in today's market. You'll learn the basics of lead generation, inbound and outbound marketing, lead nurturing, ways to track ROI, and how to score leads to know when one is "hot". Follow the steps to create your own personalized lead generation plan and learn how to sidestep common pitfalls. Lead generation involves a strategy for generating consumer interest and inquiry into your product as well as a process for nurturing those leads until each is ready to buy Techniques include content marketing through websites, blogs, social media, and SEO as well as outbound marketing strategies such as e-mail, PPC ads, content syndication, direct mail, and events This book explores the basics of lead generation, inbound and outbound marketing, lead nurturing, tracking ROI on campaigns, lead scoring techniques, and ways to avoid many common pitfalls Provides steps you can follow to create your own personalized lead generation plan Lead Generation For Dummies is the extra edge you need to compete in today's technologically enhanced marketplace.