Delivering Happiness: A Path to Profits, Passion, and Purpose Review

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(More customer reviews)There has been quite a crop of customer service related books recently, as well as the classics in the field. They each have their own angle, and I'm going to use this brief review as a chance to summarize where Delivering Happiness falls in this group as well as how to complement it with a couple of other books with different approaches that make for a very well-rounded outlook in tandem.
As far as [[Delivering Happiness: A Path to Profits, Passion, and Purpose:]]
I was privileged to get a galley of this much-anticipated title. It's the story of an entrepreneur and the different paths he took (or twists in the one path, depending on how you look at it). A fascinating story, and not just because of the bezillion dollars he got selling the company to amazon. (And: how can you not like a guy who calls his warehouse WHISKY (WareHouse Inventory and Supply in Kentucky -- Page 118)? Heavy emphasis on his pursuit of happiness for himself and his staff -- very admirable and inspiring.
If you're looking to directly transform your customer service/customer experience, you may want to add to Tony's inspiring autobiography some directly actionable books to help you turn his ideas into techniques you can put into practice right away -- and that are highly consonant with Tony's pro-employee, pro-customer, outlook -- I suggest two books --one a classic, one that's new this Spring -- that can take care of this for you.
1. Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
This, like Tony Hsieh's book, is a new title this Spring. Practical, useful insights from the insiders who created high-tech startups and The Ritz-Carlton. Contains specific prescriptions for how to handle many different customer situations like they're handled at the companies profiled inside (incl: Zappos, Ritz-Carlton, Netflix, Charlie Trotter's, Lexus,), appendices with scripts you can use right away, etc.
2. [[Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer]]
This is an older title, and a classic: how a texas cadillac dealer, of all people, mastered great customer service. Extremely simple, but never simplistic. Has inspired many business leaders since it was written. Many pages have usable, actionable insights. If you don't have this in your library (and in your psyche) yet, why not? You can probably grab it used for next to nothing, and the wisdom is timeless enough that you hardly need the "latest revised edition" if you need to save a few dollars.


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Age of Conversation 3: It's Time to Get Busy Review

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(More customer reviews)Most business books take 200 pages to explain one basic notion. Not Age of Conversation. Since this is a collaborative book by over 170 people, pretty much every page contains a stand-alone insight. This is a perfect book to pick up in lost moments to quickly read a couple of thought-starting entries. Even better, because the 170 marketing, PR and communications experts actually communicated whiel they were writing this, after a while it turns out the stand-alone insights are all connected to form an interesting collection where many ideas build one greater story. Very cool.

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Following the success of the first two editions, Age of Conversation 3: It's Time to Get Busy! again kick-starts the discussion about how the global marketing landscape is changing. With over 170 of the world's leading marketers, writers, thinkers and creative innovators contributing chapters, this collaborative work investigates the roles that community, conversation, experimentation, engagement, and collaboration play in shaping the 21st century's economy of ideas. As businesses, public and private organizations, and individuals realize that there's much more to social media and its impacts than meets the eye, Age of Conversation 3 shows us which platforms, tools, and approaches truly work, as well as those that simply don't. "Social media" may be the business buzzword (or, buzz-phrase) of 2010, but what's happening beyond the hype? What new practices and guidelines is social media imposing on business-as-usual? And what makes this type of media so much different than the media we're all used to?From the boardroom to the locus of customer interaction, social media is transforming the way we do business. The impact of this is being felt in every customer interaction, each business decision, and even in the way we source, retain and engage our staffs. This third book in the Age of Conversation series is crowdsourced, bringing together the world's leading practitioners to share their stories, perspectives, observations, and strategies. Their diverse insights and varying approaches are a reflection of the global, changing nature of business today.

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The Revenge of Brand X: How to Build A Big Time Brand - on the Web or Anywhere Else ROUND 2 Review

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(More customer reviews)Rob Frankel is an amusing writer with a tremendous enthusiasm for his subject. His book is full of pointed anecdotes and useful case studies that illustrate the principles he expounds. The book is also an excellent example in itself of a man branding himself -- the hierarchy of "Frankel's laws of branding" for instance. Frankel has a way of making a point from an unusual perspective that becomes obvious and clear after he explains it. However, the book is marred by several flaws. First, some of his examples of poorly branded companies simply don't hold up. He claims that Coca-cola is a weak brand because customers will accept a Pepsi in a restaurant rather than (I assume) leaving the restaurant to find one that serves Coke. No beverage company brand, of course, could ever inspire that kind of loyalty because soda just isn't important enough in anyone's life. Frankel's branding mantra is that it's all about your customers seeing you as the only solution to their problem. Is Coke supposed to be the only solution to my sweet carbonated syrup beverage problem? He's clearly missing an important part of the equation there. Another example is his discussion of Microsoft. After arguing that Microsoft has a terrible brand (which I won't necessarily dispute) he later says that if the branding is wrong, so is everything else. Because that branding problem has really hampered Microsoft from being a successful company. Apple, of course, is one of Frankel's favorite brands. This book would also have greatly benefitted from an editor (it was self-published) who could have tightened the organization, caught some of the inconsistencies, and fixed the embarassing number of hideous typos. For [what it's worth] Mr. Frankel's readers deserve a little more proofreading on his part.

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In this newly updated and expanded edition of his top selling book, Rob Frankel shows you how "Branding is not about getting your prospects to choose you over your competition; it's about getting your prospects to see you as the only solution to their problem." This newly expanded and updated edition of "The Revenge of Brand X" compares predictions and case studies from the past and well into the future of brands in every kind of sector.With "Revenge of Brand X," you'll be able to: * Learn what a brand really is and how it affects all aspects of your business * Turn your user base into an army of evangelists promoting your brand * Lower your customer acquisition costs * Make your product or service less susceptible to price-cutting competition * Generate more sales and higher profits * Charge more for commodity products and services * Understand how big companies make the worst branding errors * Learn why bigger is almost never better * Implement bottom-line tactics that stem from a solid branding strategy * And much, much more.

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Branding with Brains: The science of getting customers to choose your company (Financial Times Series) Review

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(More customer reviews)This is definitely one of the better books that I have read related to brands and neuroscience. While being easy to read from a practitioner's position, it remains academically well referenced and draws on many reputable sources from social neuroscience and neuroeconomics in support of its claims.
Walvis also includes lots of practical advice and applies his thinking to existing global brands in an interesting and meaningful way.
Importantly, it was refreshing to read a book related to the topic of neuromarketing that was not essentially reductive and that did not overstate its claims. Rather, Walvis simply argues that branding gets it wrong by assuming that consumer brand choice is conscious, when in fact most brand decisions are made below the threshold of consciousness, but remain rational and goal orientated all the same.
On this basis, he makes a strong case to reiterate the importance of "Relevance, Coherence and Participation" within the process of branding and offers new models and approaches aimed at demonstrating how to achieve results according to these three paradigms.
I have only one small criticism and it is that the beginning of the book is slightly repetitive. Nonetheless, I feel he redeems himself as subsequent chapters unfold.
A facinating and insightful read!


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Smart branding professionals can make use of this scientific revelation to make sure their brand is at the top of their customers' minds at the moment they choose what to buy. Branding with Brains gives you the three most powerful laws of better branding that will make sure your brand comes out on top.The first book to link how the brain works with branding and the customer's decision to buy – a totally new, dramatically different and extremely effective approach to brandingNew tools, techniques and frameworks to help you implement the top three laws of branding more effectivelyIncludes a fascinating collection of international brand stories which show the three laws of branding in action and reveal the potent impact of the workings of the human brain

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Sticks and Stones: How Digital Business Reputations Are Created Over Time and Lost in a Click Review

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(More customer reviews)If you care about your reputation, the reputation of your business or organization, or for that matter, the ones you have any affiliation with, then you must read Larry Weber's new book, Sticks & Stones. You won't think about reputation the same way again!
Debbie Hemley

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"Larry Weber has made an important contribution to helping any leader understand how to manage and protect reputation in a digital world. The influences on reputation have spun out of control, and this book is a highly actionable approach to move from reacting to managing one of every organization's most important assets."—Michael E. Porter, Bishop William Lawrence University Professor, Harvard Business School
"In Sticks and Stones, Larry Weber presents a compelling look at the challenges of protecting corporate reputation in a world where company information can cross borders and gain momentum in an instant via the Internet. Drawing on his keen eye for communications trends, Larry offers practical advice for navigating this ever-changing environment. Corporate leaders would be wise to embrace his counsel."—Ron Sargent, Chairman and CEO, Staples, Inc.
"Businesses no longer control their brands. At best, they can influence the communities of constituents who debate, shape, and refine their definition of what the brand means to them. Marketers and business executives can tap into these conversations to form incredibly rich and lasting bonds or allow themselves to be rolled by them. Larry Weber understood this dynamic long before most commu-nications thought leaders. In Sticks and Stones, he delivers not only bountiful examples of the best and worst practices in reputation management, but also practical advice that any leader can use to understand and shape reputation in this complex new world. This is a must-read book for the modern marketer."—Paul Gillin, author, The New Influencers and Secrets of Social Media Marketing
"In today's interconnected world of social networking, 24/7 blogging and Twitter, a company's livelihood relies, in large measure, on its ability to build a reputable online presence. Sticks and Stones is a must-read for any leader in business, academia, or politics who wants to achieve and maintain a 21st-century, online competitive advantage."—Deborah Wince-Smith, President, Council on Competitiveness

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Lists That Saved My Business: From the Best Selling Author of "Lists That Saved My Life" Review

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(More customer reviews)I have just about read the entire book, skimming from chapter to chapter, and wanted to say wow. The ideas are in bite sized pieces and the book reads fast. I will be changing my business card processing after networking events. Ping and purge. What I like the most is the emphasis on building relationships with people. It's natural for me to do so sometimes I do not utilize the entire value of that innate skill. And once I begin a business relationship what the hay do I do with it? The book handles that in so many ways. I'm thinking I can be more effective with this book's advice, so I have to give it a five star rating. I bought my books through Amazon at a book signing and have my autographed copy as well, so I can say that I know that Eric and Angel live what they have written. I wish them more future success. When the other books arrive they will be gifts to give.

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You have checklists to get things done.You have checklists to keep appointments.You have checklists to remind you of important dates.You HAVE "Lists That Saved My Life"...But do you have checklists to save your business?Lists That Saved My Business is the compelling story of Angel Tuccy and Eric Reamer and how they found success for their company, Experience Pros, LLC.Angel and Eric will help you create a revolution in the way people treat people in business, starting today... with the customers you already have!- Eliminate cold-calls- Drive more people to your sales process- Increase customer retentionLists That Saved My Business is the perfect tool for business owners, sales managers and marketing experts.You'll find yourself referring back to this book again and again.

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No Time Marketing: Small Business-sized Steps in 30 Minutes or Less Review

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(More customer reviews)I've been a marketing manager for my own small businesses and the largest corporations. I found this book to be a concise guide to help small business owners understand the purpose of marketing (hint: fame is NOT the goal). The sections on profiling your prospect base and developing your marketing message targeted for those prospects was simple and straight-forward. For me this was the most valuable section. It's too easy to guess what your customer's needs are and make up marketing messages off the top of your head that are totally ineffective. The book concludes with a good roundup of communication channels, advertising, tradeshows, internet, events, etc., and when to use them to deliver your message most cost effectively.
If you're an old pro, the book brings you back to basic principals, and if you haven't taken Marketing 101 in college and need to get a handle on marketing for your business ASAP, this is a good guide.

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No Time Marketing gives entrepreneurs and small businesses essential information to make the critical marketing decisions that directly impact sales. If you are a smart business person and know your business needs marketing, but you don't have the time, money, or possibly the experience to do it, No Time Marketing is precisely for you.___________________________________________No Time Marketing is a quick, effective way to dramatically boost the effectiveness of you company's marketing efforts. If you want to create a well-thought-out marketing plan that will work this is the book for you.--Brian Lawley,Author,Expert Product Management Former President, Silicon Valley Product Mgt. AssociationIn supporting hundreds of very smart women business leaders, we hear so often that they urgently need marketing help. In this day and age when every expense must be justified, No Time Marketing explicitly identifies what works and what doesn't. Even experienced marketers can learn some great tips and important ideas from the book.--Aileen Gorman, Executive Director, The Commonwealth InstituteAs the founder of the nation's largest marketing agency, I can tell you that every small to medium size company should have this book on their shelf, and it should be dog-eared.--Jack Sims,Speaker on Attainable, Sustainable Business Growth, If you think you know business and brand growth ... you don't know Jack!Make Time for No Time Marketing! Alyssa Dver is a wealth of knowledge and this book is a MUST!--Ja-Naé Duane, President & Founder, Wild Women EntrepreneursNo Time Marketing is packed full of valuable marketing advice. Companies of all sizes will benefit from the myriad of smart, practical ideas to take their businesses to the next level.--Lynn Toomey,Chief Creativity Officer, Let's Gogh Marketing,Leader, Ladies Who LaunchNot sure whether your current marketing plan is getting the most bang for the buck? No Time Marketing is your company's new marketing plan.Spend just one day working through the book or break it up into a few 30-minute working sessions and you'll have an action-oriented, easily executable, profit-focused marketing plan within a few hours.--Diane K. Danielson, Founder & CEO, DowntownWomensClubFor many of us, marketing can be an elusive concept ...we know we need it, but not sure what to do first. This book debunks traditional thinking and sheds light on real applications that work to determine how best to connect with your customers to generate real sales leads and ultimately, real revenues.--Victoria Colligan, Founder and CEO, Ladies Who LaunchNo Time Marketing is an invaluable treasure chest of tips and tactics any company should open and use to increase marketing efficiency and "time to value." Of particular note are the integrated templates that enable you to not only learn and think about what you need to do, but to simultaneously build an action plan of "to dos" and next steps so you can execute. Highly, highly recommended.--Rick Chapman, Managing Editor & Publisher, Sofletter, Author, The Product Marketing Handbook for Software and In Search of Stupidity: Over 20 Years of High-Tech Marketing Disasters

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The Tao of Twitter: Changing your life and business 140 characters at a time Review

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(More customer reviews)The Tao of Twitter is a lively, interesting and easy read. Full of good stories and great tips. Helpful for people who are just starting out, have been tweeting awhile and people like me who tried it, but quit because it seemed too complicated. The book put the fun and ease back into the journey.

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It's time to take the mystery out of Twitter. Twitter may be the most powerful business and personal networking platform ever created but it remains a frustrating, strange world for most people.The Tao of Twitter is a path, a majestic random synergy with the potential to change your business and your life forever -- if you know the way!This is a book designed for busy people who can't spend hours in experimentation and research trying to find success. In one hour you will know enough strategies, tactics, and time-savers to create an effective presence on Twitter that will result in meaningful and measurable benefits.Through colorful examples and easy-to-follow, non-technical language, college educator and renowned marketing expert Mark Schaefer teaches you:> Secrets to building influence on Twitter> The formula behind every Twitter success> Applying Twitter for competititve advantage> A daily Twitter regimen> Specific business and personal benefits> 15 Ways to attract targeted followers... plus hundreds of fresh ideas that will make Twitter fun and profitable. Jump-start your journey toward social media success by learning the Tao of Twitter!

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