Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don't.  Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And  High-Tech, High-Touch Customer Service  spells out surefire strategies for success in a clear, entertaining, and practical way. Discover:  * Six major customer trends and what they mean for your business  * Eight unbreakable rules for social media customer service  * How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content  * The rising power of self-service--and how to design it properly  * How to build a company culture that breeds stellar customer service ? High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide--online and off.

    The Descent of Air India elucidates how the airline failed to adapt and change with the times but preferred, instead, to bask in its past glory. Impractical expansion plans and thoughtless use of the airline's resources contributed to the company's financial collapse. Candidly written by Intender Bhargava, who spent more than two decades in the company, The Descent of Air India is the tragic tale of how one of the country's finest public-sector undertakings was brought down and the people and events that were responsible for its descent.

    Part One introduces you to social media, and gives you a helpful framework, and presents practical and tactical tips for using some of these tools. Part Two introduces you to over 100 social media tools and applications in fifteen different categories, giving you a quick rundown of the features and functions of the tools that should become part of your social media strategy. Part Three offers mini exercises and assessments to help you conduct a social media audit of your company, your competition, and your customers, so you can craft the perfect strategy for your business.If you want to grow your business, you have to stay connected to your stakeholders- whether you're a big corporation, a small business, or even a nonprofit. The Social Media Bible will show you how to harness the collective wisdom and viral value of your stakeholders and stay ahead of your competition. www.TheSocialMediaBible.com

    It is the most current, relevant, and balanced presentation of the subject matter in the context of building marketing strategy. It presents a comprehensive description of various concepts and theories useful for understanding consumer behaviour and illustrates with the help of examples, how these concepts are used in the development of such strategy. About Author: Del HawkinsUniversity Of OregonAmit MookerjeeIndian Institute of Management ,Lucknow Table Of Contents: Part One: Introduction1. Consumer Behavior and Marketing StrategyPart Two: External Influences2. Cross-Cultural Variations in Consumer Behavior3. The Changing Society: Values4. The Changing Society: Demographics and Social Stratification5. The Changing Society: Subcultures6. The Society: Families and Households7. Group Influences on Consumer BehaviorPart Three: Internal Influences8. Perception9. Learning, Memory, and Product Positioning10. Motivation, Personality, and Emotion11. Attitudes and Influencing Attitudes12. Self-Concept and LifestylePart Four: Consumer Decision Process13. Situational Influences14. Consumer Decision Process and Problem Recognition15. Information Search16. Alternative Evaluation and Selection17. Outlet Selection and Purchase18. Post purchase Processes, Customer Satisfaction, and Customer CommitmentPart Five: Organizations as Consumers19. Organizational Buyer BehaviorPart Six: Consumer Behavior and Marketing Regulation20. Marketing Regulation and Consumer Behavior Special Features: Updated chapters having important emerging trends and concepts such as internet and technology More than half of the ?Opening Vignettes? and ?Consumer Insights? are new or substantially revised Application of consumer behavior concepts and theories to marketing problems Discussion on marketing to ethnic sub-cultures Multiple global examples along with use of data and examples from Indian context 35 cases- 31 cases

    Instead, The 12 Week Year avoids the pitfalls and low productivity of annualized thinking. This book redefines your "year" to be 12 weeks long. In 12 weeks, there just isn't enough time to get complacent, and urgency increases and intensifies. The 12 Week Year creates focus and clarity on what matters most and a sense of urgency to do it now. In the end more of the important stuff gets done and the impact on results is profound.Explains how to leverage the power of a 12-week year to drive improved results in any area of your lifeOffers a how-to book for both individuals and organizations seeking to improve their execution effectivenessAuthors are leading experts on execution and implementation Turn your organization's idea of a year on its head, and speed your journey to success.©2013 Brian P. Moran and Michael Lennington (P)2014 Audible Inc.

    As a career-long digital marketer, he discusses various tried and true methods that he has used to grow his business as well as the businesses of countless business clients who have come to him for their digital marketing strategies. Mr. Star covers a wide range of topics such as SEO, social media, online advertising, email marketing, Amazon, eCommerce, and so much more. Each chapter introduces to first-timers how certain systems work, and also provides with an objective list of pro's and con's, and even tips on when to deploy certain methods. Star has long been a coveted one-on-one consultant but has now shifted gears towards teaching and speaking to business owners and professionals looking to get into the business.

    The book has three parts: Principles: Part one covers the leadership principles that PMs use to lead their team to overcome adversity. When your product fails to gain traction, when your team falls apart, or when your manager gives you tough feedback—these are all opportunities to learn principles that will help you succeed. Product development: Part two covers how PMs at Facebook, Amazon, and other top companies build products. We'll walk through the end-to-end product development process— from understanding the customer problem to identifying the right product to build to executing with your team to bring the product to market. Getting the job: Part three covers how you can land a PM job and reach the interview stage at the right company. We'll prep you for the three most common types of PM interviews— product sense, execution, and behavioral—with detailed frameworks and examples for each. Hear directly from product leaders at Airbnb, Amazon, Google, and more on: How to overcome challenging situations from a VP of Product at Amazon. How to build a great product roadmap from product leaders at LinkedIn and Airbnb. How Google, Airbnb, and other top companies evaluate PM candidates from leaders at those companies. How PMs can grow their career from a Director at Instagram and Twitter. Table of Contents1. PrinciplesTake OwnershipPrioritize and ExecuteStart with WhyFind the TruthBe Radically TransparentBe Honest with Yourself2. Product DevelopmentProduct Development LoopUnderstanding the Customer ProblemSelecting a Goal MetricMission, Vision, and StrategyBuilding a Product RoadmapDefining Product RequirementsGreat Project ManagementEffective CommunicationMaking Good Decisions3. Getting the JobPreparing for the TransitionMaking the TransitionFinding the Right CompanyAcing your PM InterviewsProduct Sense InterviewExecution InterviewBehavioral InterviewYour First 30 Days4. Product Leader Interviews

    We have launched two successful Kickstarter projects, in turn paving the way for a new era of independent hardware manufacturing, and recently entered the software world with our first iPhone app. We have learned a lot in a short period of time, and wanted to share this information with the world. So we wrote a book. This book was written to offer guidance and inspiration for those charting a similar path, and covers topics such as running a small business, creating hardware products independently, launching a Kickstarter project, and tips for promoting your products. Everything is told through the lens of our own experience.It Will Be Exhilarating is a short read that will provide the needed kick to start making stuff. There isn't a better time than now.“There is no recipe for passion, no 5-step guide to making your idea real, but there is good, solid advice, and this book is filled with it.” – Clay Shirky, author, Here Comes Everybody“It Will Be Exhilarating is both fun and informative. I was shocked at how transparent and thorough Studio Neat are at sharing the details of their journey. Moreover, the book reads quick so you can get back to building your next great idea, but now with a bit of extra inspiration and insight.” – Shawn Blanc, shawnblanc.net"Dan and Tom had a wild ride through the early days of this alternative to make stuff by finding an interested audience that funds the costs of bringing a dream to fruition. This book tells those lessons learned from two successive and successful Kickstarter projects and the first two years of bootstrapping their company. Studio Neat has a practical roadmap for taking something you love and potentially making it your livelihood." – Glenn Fleishman, a freelance technology reporter who contributes to The Economist, Macworld, and BoingBoing“Tom and Dan have created a hitchhikers guide to the black art that is successfully funding a Kickstarter project.” – Ben Brooks, brooksreview.net

    Check out the other SEO books, read their reviews, browse their 'inside peeks,' and you'll find that the SEO FITNESS WORKBOOK is the best SEO book of 2016. Updated Edition: September 2016 - up-to-date coverage of Google's Penguin, Panda, Semantic Search, Mobile and even Local algorithm updates FREE SEO Tools - includes access to Jason's SEO Toolbook - a $29.99 value! Worksheets and Videos - more than just a book, the SEO Fitness Workbook includes worksheets and videos to guide you from SEO novice to SEO expert. It's not just about 'learning' SEO; it's about 'doing' SEO and 'succeeding at' SEO! Contents - coverage of 'On Page' and 'Off Page' SEO, the 'new' content marketing, blogging, link-building, social media SEO (including REVIEW MARKETING on GOOGLE and YELP) and every other esoteric technical tactic in PLAIN ENGLISH for MERE MORTALS such as GOOGLE SEARCH CONSOLE and GOOGLE ANALYTICS. SEO in PLAIN ENGLISH: let Jason guide you in SIMPLE language to the top of Google, Bing, and Yahoo   More on the SEO FITNESS WORKBOOK, 2016 Edition While many books on SEO sell for $2.99 or are even free, the SEO FITNESS WORKBOOK is priced at $39.99. It's not cheap. It's worth it. Here's why - Please 'Look inside' other books on SEO on Amazon, and PLEASE read the reviews! Compare the reviews of those books with the reviews of the SEO FITNESS WORKBOOK. Many of the books on Amazon, unfortunately, are just junk put up quickly to make a quick buck. The SEO Fitness Workbook, in contrast, is built upon years of real experience, and the teaching methodology of Jason McDonald, used in his classes in the San Francisco Bay Area, including Stanford University's Continuing Studies program. It's in-depth, up-to-date for 2016 as of September, 2016, and supported by facts and real experience. It's PRACTICAL. It doesn't just go on and on in esoteric nerd-speak mumbo jumbo. It explains SEO in PLAIN ENGLISH giving practical TODOs and DELIVERABLES in each chapter. It's a WORKBOOK not a book - it's a DO-IT-NOW and GET-IT-DONE guide to search engine optimization 2016 rather than a speak MUMBO-JUMBO and INTIMIDATE YOU INTO analyis paralysis. Got questions? Google Jason McDonald and send an email. Heck, go crazy and call him on the phone! Simple STEP-BY-STEP instructions PLUS free tools PLUS worksheets PLUS videos makes the SEO FITNESS WORKBOOK worth $50 or even $75 dollars, easily. Getting to the top of GOOGLE and BING will save you tons of money vs. AdWords or advertising on BING or YAHOO. There's nothing better than free is there? Well, YES THERE IS: free SEO tools as part of the companion SEO Toolbook.

    Air Force, and USAA. He teaches his clients that innovation isn't just about generating occasional new ideas; it's about staying consistently one step ahead of the competition.Hire people you don't like. Bring in the right mix of people to unleash your team's full potential. Asking for ideas is a bad idea. Define challenges more clearly. If you ask better questions, you will get better answers. Don't think outside the box; find a better box. Instead of giving your employees a blank slate, provide them with well-defined parameters that will increase their creative output. Failure is always an option. Looking at innovation as a series of experiments allows you to redefine failure and learn from your results.Shapiro shows that nonstop innovation is attainable and vital to building a high-performing team, improving the bottom line, and staying ahead of the pack.

    This course is usually the first course taught at the undergraduate level. Marketers understand that even the best products and services will go unsold if they cannot communicate the value to the customer. Understanding this value-based approach is critical for marketing students today, and is at the forefront of this text, setting it apart. This approach is emphasized throughout the text, and demonstrated through the use of the Adding Value boxes found in each chapter. Presents a concise, impactful, and easy to read approach to Principles of Marketing. The text delivers value to both instructor and student through the engaging style and online assignment and assessment options. With monthly updates provided in a newsletter and the dynamic video program, the instructor support provided will bring marketing to life in any class setting.

    In its sweeping survey of the history of Internet search technologies, its gossip about and analysis of Google, and its speculation on the larger cultural implications of a Web-connected world, it will likely receive attention from a variety of businesspeople, technology futurists, journalists, and interested observers of mid-2000s zeitgeist. This ambitious book comes with a strong pedigree. Author John Battelle was a founder of The Industry Standard and then one of the original editors of Wired, two magazines which helped shape our early perceptions of the wild world of the Internet. Battelle clearly drew from his experience and contacts in writing The Search. In addition to the sure-handed historical perspective and easy familiarity with such dot-com stalwarts as AltaVista, Lycos, and Excite, he speckles his narrative with conversational asides from a cast of fascinating characters, such Google's founders, Larry Page and Sergey Brin; Yahoo's, Jerry Yang and David Filo; key executives at Microsoft and different VC firms on the famed Sandhill road; and numerous other insiders, particularly at the company which currently sits atop the search world, Google. The Search is not exactly the corporate history of Google. At the book's outset, Battelle specifically indicates his desire to understand what he calls the cultural anthropology of search, and to analyze search engines' current role as the "database of our intentions"--the repository of humanity's curiosity, exploration, and expressed desires. Interesting though that beginning is, though, Battelle's story really picks up speed when he starts dishing inside scoop on the darling business story of the decade, Google. To Battelle's credit, though, he doesn't stop just with historical retrospective: the final part of his book focuses on the potential future directions of Google and its products' development. In what Battelle himself acknowledges might just be a "digital fantasy train", he describes the possibility that Google will become the centralizing platform for our entire lives and quotes one early employee on the weightiness of Google's potential impact: "Sometimes I feel like I am on a bridge, twenty thousand feet up in the air. If I look down I'm afraid I'll fall. I don't feel like I can think about all the implications." Some will shrug at such words; after all, similar hype has accompanied other technologies and other companies before. Many others, though, will search Battelle's story for meaning--and fast. --Peter Han

    

    The first type drain intelligence, energy, and capability from the ones around them and always need to be the smartest ones in the room. These are the idea killers, the energy sappers, the diminishers of talent and commitment. On the other side of the spectrum are leaders who use their intelligence to amplify the smarts and capabilities of the people around them. When these leaders walk into a room, lightbulbs go off over people's heads, ideas flow, and problems get solved. These are the leaders who inspire employees to stretch themselves to deliver results that surpass expectations. These are the Multipliers. And the world needs more of them, especially now, when leaders are expected to do more with less. In this engaging and highly practical book, leadership expert Liz Wiseman and management consultant Greg McKeown explore these two leadership styles, persuasively showing how Multipliers can have a resoundingly positive and profitable effect on organizations—getting more done with fewer resources, developing and attracting talent, and cultivating new ideas and energy to drive organizational change and innovation. In analyzing data from more than 150 leaders, Wiseman and McKeown have identified five disciplines that distinguish Multipliers from Diminishers. These five disciplines are not based on innate talent; indeed, they are skills and practices that everyone can learn to use, even lifelong and recalcitrant Diminishers. Lively, real-world case studies and practical tips and techniques bring to life each of these principles, showing you how to become a Multiplier too, whether you are a new or an experienced manager. Just imagine what you could accomplish if you could harness all the energy and intelligence around you. Multipliers will show you how.

    Everyone knows about blogs and social networks such as Facebook and Twitter, and has heard about someone who has used them to grow a huge customer base. Everyone wants to be hands-on, grassroots, and interactive, but what does this mean? And more to the point, how do you do it?As one who has actually launched a company using the power of online communities, and who now advises large and small companies, Tara Hunt (named by the San Francisco Chronicle, along with luminaries Jimmy Wales and Tim O’Reilly, as a digital Utopian) is the perfect person to do this book.While The Whuffie Factor will traverse the landscape of Web 2.0 and show how to become a player, it is not just another book about online marketing. People see the huge business potential of the online world and the first impulse is: Let’s throw a bunch of money at it. To which Tara Hunt says: “Stop! Money isn’t the capital of choice in online communities, it is whuffie–social capital–and how to raise it is at the heart of this book.” In the Web 2.0 world, market capital flows from having high social capital. Without whuffie you lose your connections and any recommendations you make will be seen as spam–met with negative reactions and a loss of social capital.The Whuffie Factor provides businesspeople with a strategic map and specific tactics for the constantly evolving, elusive, and, to some, strange world of on­line communities. By connecting with your customers through community interaction, you’ll raise your social capital, create demand, and sell more product. Consumer loyalty is a direct result of whuffie. With great stories of online business successes and cautionary tales of major missteps–recording industry, anyone?–Tara Hunt reveals how social networking has more influence over buying decisions than any other marketing tool and how your business can tap into the vast world of Web 2.0 to build an unshakable foundation for twenty-first-century-style online success.For those without millions–even thousands–to throw around, here is a fresh perspective for using social networks to help build a business whether you are a start-up or a Fortune 500 giant. Even those in big rich companies need to learn how to be effective and not waste their money. For them–as well as the entrepreneur–The Whuffie Factor is an eye-opening guide to a world they probably don’t understand all that well.