The social web has changed the way we do business forever 
The future of your company is not in measured, consideredresponses and carefully planned initiatives. Business today isabout near-instantaneous response. About doing the best you canwith extremely limited information. About every customer being areporter, and every reporter being a customer. About winning andlosing customers in real-time, every second of every day. About amonumental increase in the findable commentary about ourcompanies.
Having the time and information required to make a consideredbusiness decision is a luxury - a luxury that's quickly facingextinction. Yet business hasn't adapted to this evolution. Andadapt you must.
This book isn't about how to "do" social media.Instead, The Now Revolution outlines how you mustretool your organization to make real-time businesswork for you rather than against you. Read aboutseven shifts that will help you make your company faster, smarter,and more social:
<ul>
<li>Engineer a New Bedrock</li>
<li>Find Talent You Can Trust</li>
<li>Organize your Armies</li>
<li>Answer the New Telephone</li>
<li>Emphasize Response-Ability</li>
<li>Build a Fire Extinguisher</li>
<li>Make a Calculator</li>
</ul>
The Now Revolution is pushing you to adapt the way you dobusiness, from the inside out. It impacts your organizationculturally, operationally, and functionally. This book is yourguide to making the changes you need, and to harnessing thepotential of this new communication era.

The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social

Business & Money

Baer, Jay

Naslund, Amber

Management & Leadership

wiley

Talk Triggers is the definitive, practical guide on how to use bold operational differentiators to create customer conversations, written by best-selling authors and marketing experts Jay Baer and Daniel Lemin. Word of mouth is directly responsible for 19% of all purchases, and influences as much as 90%. Every human on earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1% of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business. The key to activating customer chatter is the realization that same is lame. Nobody says "let me tell you about this perfectly adequate experience I had last night." The strategic, operational differentiator is what gives customers something to tell a story about. Companies (including the 30+ profiled in Talk Triggers) must dare to be different and exceed expectations in one or more palpable ways. That's when word of mouth becomes involuntary: the customers of these businesses simply MUST tell someone else. Talk Triggers contains: • Proprietary research into why and how customers talk • More than 30 detailed case studies of extraordinary results from Doubletree Hotels by Hilton and their warm cookie upon arrival, The Cheesecake Factory and their giant menu, Five Guys Burgers and their extra fries in the bag, Penn &amp; Teller and their nightly meet and greet sessions, and a host of delightful small businesses • The 4-5-6 learning system (the 4 requirements for a differentiator to be a talk trigger; the 5 types of talk triggers; and the 6-step process for creating talk triggers) • Surprises in the text that are (of course) word of mouth propellants Consumers are wired to discuss what is different, and ignore what is average. Talk Triggers not only dares the reader to differentiate, it includes the precise formula for doing it. Combining compelling stories, inspirational examples, and practical how-to, Talk Triggers is the first indispensable book about word of mouth. It's a book that will create conversation about the power of conversation.

Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth

Lemin, Daniel

Portfolio

Youtility: Why Smart Marketing Is about Help Not Hype

Marketing & Sales

Haters are not your problem. . . . Ignoring them is. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (“haters”) can now express their displeasure faster and more publicly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to “pick their spots” when choosing to answer criticisms. Bestselling author Jay Baer shows why that approach is a major mistake. Based on an extensive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very different motivations: ·Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest—phone, e-mail, and company websites. Offstage haters don’t care if anyone else finds out, as long as they get answers. ·Onstage haters. These people are often disappointed by a substandard interaction via traditional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutions—they want an audience to share their righteous indignation. Hug Your Haters shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world. It includes specific playbooks and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strategies for different situations. The book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity. Whether you work for a mom-and-pop store or a global brand, you will have haters—and you can’t afford to ignore them. Baer’s insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes.

Hug Your Haters: How to Embrace Complaints and Keep Your Customers

Technology has evaporated the barriers of complaint. With smart phones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal. In fact, there are two vastly different categories of haters: Offstage Haters and Onstage Haters. The book includes The Hatrix, a detailed examination of the differences between these Offstage and Onstage haters. The book reveals:How, where and why people complain (by demographic and by channel) How and when consumers expect a response when they complainThe advocacy impact of answering (or ignoring) a customerDifferences in complaint type and expectations by industry Supported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives readers a step-by-step process to magnify the impact of happy customer interactions, and to minimize the impact of haters and complainers.  Customers expect more from business than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows readers how to embrace complaints and turn bad news into good.

Your Coach In A Box

New Rules for Business: Groundswell Expanded and Revised Edition; Content Rules; The Now Revolution

Handley, Ann

Li, Charlene

Bernoff, Josh

Chapman, CC

Gildan Media

***THE 3RD EDITION OF EMAIL MARKETING RULES IS NOW AVAILABLE ON AMAZON.COM*** Email marketing's "Wild West" days are long gone. Not only do ISPs maintain order like ironfisted sheriffs, but they've deputized every email user, arming them with a lethal "report spam" button. If you want to succeed in this town-or even just stay welcome-you need to follow the rules. Email Marketing Rules is your guide to understanding the practices that lead to spectacular results, while steering you clear of potential trouble. Through 108 easy-to-understand rules, you'll learn how to: <ul>
<li>Establish permission practices that will safeguard your ability to get your emails delivered</li>
<li>Set the right goals for your program</li>
<li>Fill your email list with the least risky and most profitable subscribers</li>
<li>Streamline your subscription process to maximize growth</li>
<li>Design emails that subscribers will respond to</li>
<li>Target subscribers with the right messaging at the right time</li>
<li>Leverage the growth of social media and mobile in your email program</li>
<li>...and much more</li>
</ul>
 While beginner-friendly and a great training tool, the book's crisp dissection of best practices will help even seasoned veterans make tactical improvements that boost the performance of their email programs.

Email Marketing Rules: How to Wear a White Hat, Shoot Straight, and Win Hearts

Computers & Technology

White, Chad

Business Technology

Createspace Independent Pub

The New York Times best seller, and #1 Amazon best seller"Jay Baer's Youtility is arguably the greatest contribution to the field of social media marketing since 2012." ~ Dr. Jim Barry, Top 25 Social Media Books for Academia" If you haven't bought Jay Baer's book "Youtility," stop what you're doing and do that. I swear, this is the next big thing." ~ Chris Brogan, Owner Magazine The difference between helping and selling is just two letters, but those two letters make all the difference. What if - faced with more competition than ever before - you stopped trying to be amazing, and just started being useful? Jay Baer's Youtility offers a new business approach that cuts through the clutter: marketing that is truly, inherently useful. If you sell something, you make a customer today, but if you genuinely help someone, you create a customer for life. Drawing from real examples of companies who are practicing Youtility as well as his experience helping more than seven hundred brands improve their marketing strategy, Baer provides a groundbreaking plan for using information and helpfulness to transform the relationship between companies and customers. See why Jay Baer's Youtility framework is now a standard part of the marketing framework in many of the world's leading companies, powers the marketing approach of thousands of small businesses, and is part of the curriculum of dozens of college and university business schools.

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