Best practices are a moving target and the subtitle, Twelve Reasons Smart Organizations Thrive In ANY Economy, perfectly describes what's inside this book. The author is a highly respected and sought after keynote speaker/trainer/consultant who has carefully documented why some organizations succeed and others fail. You'll read interviews and case studies from such diverse companies as Nordstrom, Zappos, BDA Marketing, Staubach Company, Comedy Central, Honeywell, Lucky Strike Lanes, LiveScribe, PG&amp; E Power, Lush Cosmetics, McCormick &amp; Schmicks Seafood Co, Hackensack Medical Center, Enterprise Rent-A-Car, and dozens of others. Every executive should study this in order to best navigate a recession.

Are You Relevant?

Ross Shafer

Thomson-Shore

This is a proven blueprint for raising customer scores in the on-demand economy. The breakthrough method does NOT focus on WOWing customers but rather eliminating the POW moments in every transaction. As a customer coach Ross Shafer has developed a systematic approach to raising customer engagement scores that works with CES, CSAT, CX, VOC, and NPS metrics. Any organization can learn this within minutes because the language is simple and the program works every time. The core principles of this method is understanding the goal of this system is to eliminate disappointments and failures. Customers interpret less disappointments as less friction and more convenience. A friction-free experience for the customer is what generates loyalty...NOT delighting the customers with imaginative discounts or gifts. Get this book for every employee and you'll see your customer culture change within days.

No More Customer Friction

LSC Communications Book Group

This book is for those of you who want to design (or re-design) a different life for yourself from now on. You can have anything you want when you become intentional about your actions and your path. Ross Shafer will give you specific tactics and exercises to perfect the process of growing your career or business. Ross doesn't promise it will be easy but you'll learn the habits you need to change and the resilience you'll need to embrace.

Success: It's On You

RR Donnelley

The Customer Shouts Back!

Dog Ear Publishing

See the best price to sell, buy, or rent books by Ross Shafer. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Ross Shafer

See the best price to sell, buy, or rent books by Ross Shafer. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Are You Relevant?

No More Customer Friction

Success: It's On You

The Customer Shouts Back!