In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth.

Sales and service are being radically redefined by the biggest communications revolution in human history. Today buyers are in charge! There is no more 'selling'—there is only buying. When potential customers have near perfect information on the web, it means salespeople must transform from authority to consultant, product narratives must tell a story, and businesses must be agile enough to respond before opportunity is lost.

UnSelling is about everything but the sell. We put all of our focus on the individual purchase transaction, while putting the rest of our business actions second. We've become blind to customer service, support, branding, experiences and even product quality

The marketer's guide to modernizing platforms and practices

Fundamentals of Selling: Customers For Life Through Service, 9/e", is one of McGraw-Hill's best-selling texts in the Selling discipline.

Customers have radically changed the ways they interact with businesses, and today's organizations need to adapt

English for Customer care has been developed working in customer service who need a good level of English. English for Customer care not only offers expressions and vocabulary, it also addresses strategies related to the effective use of English in a business context.

English for Customer Care has been developed for people working in customer service who need a good level of Engtish. You might be working in the sales or customer service department of a company, oryou might have direct contact with customers in a bank orhotel. Or perhaps you speak to customers on the telephone from a helpdesk or a centre. In all of these situations you need language skills and specific techniques inorder to be able to communicate successfutty. English for Customer Care not only offer sexpressions and vocabulary it also addresses strategies related to the effective use of English in a business contex