Extreme Trust
Honesty as a Competitive Advantage
Failed to add items
Add to Cart failed.
Add to Wish List failed.
Remove from wishlist failed.
Adding to library failed
Follow podcast failed
Unfollow podcast failed
Extreme Trust
Buy for $30.08
No default payment method selected.
We are sorry. We are not allowed to sell this product with the selected payment method
-
Narrated by:
-
Don Peppers
-
Martha Rogers PhD
About this listen
If you accidentally try to order the same song twice from iTunes, you’ll be warned that you already own it. Not because it would be illegal or unethical for Apple to profit from your forgetfulness. There’s a clear business reason: the leaders of iTunes realize there’s no better way to make you trust them than to be totally honest when you least expect it.
In the age of the Web, smartphones, and social networks, every action an organization takes can be exposed and critiqued in real time. Nothing is local or secret anymore. If you treat one customer unfairly, produce one shoddy product, or try to gouge one price, the whole world may find out in hours, if not minutes. The users of Twitter, Yelp, Epinions, and similar outlets show little mercy for bad behavior. The bar for trustworthiness is higher than ever and continuing to rise.
Don Peppers and Martha Rogers argue that the only sane response to these rising levels of transparency is to protect the interests of customers proactively, before they have a chance to spread negative buzz - even if that requires spending extra money in the short run to preserve your reputation and customer relationships in the long run.
The payoff of generating extreme trust will be worth it. The companies that Peppers and Rogers call "trustable" remember what they learn from each interaction, and they use these insights to create better and better customer experiences. They focus on winning the long-term battle for trust and loyalty, even if the dollar value of that trust is hard to quantify.
With a wealth of fascinating research as well as practical applications, this book will show you how to earn - and keep - the extreme trust of everyone your company interacts with.
©2012 Don Peppers and Martha Rogers, PhD (P)2013 Gildan Media LLCListeners also enjoyed...
-
Matchmakers
- The New Economics of Multisided Platforms
- By: Richard Schmalensee, David S. Evans
- Narrated by: John McLain
- Length: 6 hrs and 53 mins
- Unabridged
-
Overall4 out of 5 stars 403
-
Performance4.5 out of 5 stars 343
-
Story4 out of 5 stars 342
Many of the most dynamic public companies, from Alibaba to Facebook to Visa, and the most valuable start-ups, such as Airbnb and Uber, are matchmakers that connect one group of customers with another group of customers. Economists call matchmakers multisided platforms because they provide physical or virtual platforms for multiple groups to get together. Dating sites connect people with potential matches, for example, and ride-sharing apps do the same for drivers and riders.
-
1 out of 5 stars
-
Repetition of one business all the time !
- By Razi T. on 06-03-20
By: Richard Schmalensee, and others
-
How an Economy Grows and Why It Crashes
- By: Peter D Schiff, Andrew J Schiff
- Narrated by: Peter D. Schiff, Andrew J. Schiff
- Length: 3 hrs and 36 mins
- Unabridged
-
Overall5 out of 5 stars 159
-
Performance5 out of 5 stars 128
-
Story5 out of 5 stars 129
Inspired by How an Economy Grows and Why It Doesn't - a previously published book by the Schiffs' father Irwin, a widely published economist and activist - How an Economy Grows and Why It Crashes incorporates the spirit of the original while tackling the latest economic issues. With wit and humor, the Schiffs explain the roots of economic growth, the uses of capital, the destructive nature of consumer credit, the source of inflation, the importance of trade, savings, and risk, and many other topical principles of economics.
-
5 out of 5 stars
-
Mandatory reading for investing
- By Ryanman on 08-04-20
By: Peter D Schiff, and others
-
The Lean Startup
- How Today's Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses
- By: Eric Ries
- Narrated by: Eric Ries
- Length: 8 hrs and 38 mins
- Unabridged
-
Overall4.5 out of 5 stars 13,933
-
Performance4.5 out of 5 stars 11,558
-
Story4.5 out of 5 stars 11,471
Most startups fail. But many of those failures are preventable. The Lean Startup is a new approach being adopted across the globe, changing the way companies are built and new products are launched.
-
3 out of 5 stars
-
Informative, mature but not original or essential
- By Jason Comely on 02-19-13
By: Eric Ries
-
The Personal MBA: Master the Art of Business
- By: Josh Kaufman
- Narrated by: Josh Kaufman
- Length: 15 hrs and 25 mins
- Unabridged
-
Overall4.5 out of 5 stars 7,213
-
Performance4.5 out of 5 stars 6,110
-
Story4.5 out of 5 stars 6,068
Josh Kaufman founded PersonalMBA.com as an alternative to the business school boondoggle. His blog has introduced hundreds of thousands of readers to the best business books and most powerful business concepts of all time. Now, he shares the essentials of entrepreneurship, marketing, sales, negotiation, operations, productivity, systems design, and much more, in one comprehensive volume. The Personal MBA distills the most valuable business lessons into simple, memorable mental models that can be applied to real-world challenges.
-
5 out of 5 stars
-
Not an MBA, But A Damn Decent Experience.
- By Cori on 01-20-13
By: Josh Kaufman
-
The 1-Page Marketing Plan
- Get New Customers, Make More Money, And Stand Out From The Crowd
- By: Allan Dib
- Narrated by: Joel Richards
- Length: 6 hrs and 31 mins
- Unabridged
-
Overall5 out of 5 stars 5,106
-
Performance5 out of 5 stars 4,399
-
Story5 out of 5 stars 4,344
To build a successful business, you need to stop doing random acts of marketing and start following a reliable plan for rapid business growth. Traditionally, creating a marketing plan has been a difficult and time-consuming process, which is why it often doesn’t get done.
-
1 out of 5 stars
-
You Need to buy Book to get key info
- By Rosie's mom on 10-23-18
By: Allan Dib
-
Crossing the Chasm
- Marketing and Selling Technology Projects to Mainstream Customers
- By: Geoffrey A. Moore
- Narrated by: Mike Chamberlain
- Length: 9 hrs and 45 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,273
-
Performance4.5 out of 5 stars 997
-
Story4 out of 5 stars 992
Here is the best-selling guide that created a new game plan for marketing in high-tech industries. Crossing the Chasm has become the bible for bringing cutting-edge products to progressively larger markets. This edition provides new insights into the realities of high-tech marketing, with special emphasis on the Internet. It's essential reading for anyone with a stake in the world's most exciting marketplace.
-
2 out of 5 stars
-
Outdated
- By Rebecca Savage on 01-05-15
-
Matchmakers
- The New Economics of Multisided Platforms
- By: Richard Schmalensee, David S. Evans
- Narrated by: John McLain
- Length: 6 hrs and 53 mins
- Unabridged
-
Overall4 out of 5 stars 403
-
Performance4.5 out of 5 stars 343
-
Story4 out of 5 stars 342
Many of the most dynamic public companies, from Alibaba to Facebook to Visa, and the most valuable start-ups, such as Airbnb and Uber, are matchmakers that connect one group of customers with another group of customers. Economists call matchmakers multisided platforms because they provide physical or virtual platforms for multiple groups to get together. Dating sites connect people with potential matches, for example, and ride-sharing apps do the same for drivers and riders.
-
1 out of 5 stars
-
Repetition of one business all the time !
- By Razi T. on 06-03-20
By: Richard Schmalensee, and others
-
How an Economy Grows and Why It Crashes
- By: Peter D Schiff, Andrew J Schiff
- Narrated by: Peter D. Schiff, Andrew J. Schiff
- Length: 3 hrs and 36 mins
- Unabridged
-
Overall5 out of 5 stars 159
-
Performance5 out of 5 stars 128
-
Story5 out of 5 stars 129
Inspired by How an Economy Grows and Why It Doesn't - a previously published book by the Schiffs' father Irwin, a widely published economist and activist - How an Economy Grows and Why It Crashes incorporates the spirit of the original while tackling the latest economic issues. With wit and humor, the Schiffs explain the roots of economic growth, the uses of capital, the destructive nature of consumer credit, the source of inflation, the importance of trade, savings, and risk, and many other topical principles of economics.
-
5 out of 5 stars
-
Mandatory reading for investing
- By Ryanman on 08-04-20
By: Peter D Schiff, and others
-
The Lean Startup
- How Today's Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses
- By: Eric Ries
- Narrated by: Eric Ries
- Length: 8 hrs and 38 mins
- Unabridged
-
Overall4.5 out of 5 stars 13,933
-
Performance4.5 out of 5 stars 11,558
-
Story4.5 out of 5 stars 11,471
Most startups fail. But many of those failures are preventable. The Lean Startup is a new approach being adopted across the globe, changing the way companies are built and new products are launched.
-
3 out of 5 stars
-
Informative, mature but not original or essential
- By Jason Comely on 02-19-13
By: Eric Ries
-
The Personal MBA: Master the Art of Business
- By: Josh Kaufman
- Narrated by: Josh Kaufman
- Length: 15 hrs and 25 mins
- Unabridged
-
Overall4.5 out of 5 stars 7,213
-
Performance4.5 out of 5 stars 6,110
-
Story4.5 out of 5 stars 6,068
Josh Kaufman founded PersonalMBA.com as an alternative to the business school boondoggle. His blog has introduced hundreds of thousands of readers to the best business books and most powerful business concepts of all time. Now, he shares the essentials of entrepreneurship, marketing, sales, negotiation, operations, productivity, systems design, and much more, in one comprehensive volume. The Personal MBA distills the most valuable business lessons into simple, memorable mental models that can be applied to real-world challenges.
-
5 out of 5 stars
-
Not an MBA, But A Damn Decent Experience.
- By Cori on 01-20-13
By: Josh Kaufman
-
The 1-Page Marketing Plan
- Get New Customers, Make More Money, And Stand Out From The Crowd
- By: Allan Dib
- Narrated by: Joel Richards
- Length: 6 hrs and 31 mins
- Unabridged
-
Overall5 out of 5 stars 5,106
-
Performance5 out of 5 stars 4,399
-
Story5 out of 5 stars 4,344
To build a successful business, you need to stop doing random acts of marketing and start following a reliable plan for rapid business growth. Traditionally, creating a marketing plan has been a difficult and time-consuming process, which is why it often doesn’t get done.
-
1 out of 5 stars
-
You Need to buy Book to get key info
- By Rosie's mom on 10-23-18
By: Allan Dib
-
Crossing the Chasm
- Marketing and Selling Technology Projects to Mainstream Customers
- By: Geoffrey A. Moore
- Narrated by: Mike Chamberlain
- Length: 9 hrs and 45 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,273
-
Performance4.5 out of 5 stars 997
-
Story4 out of 5 stars 992
Here is the best-selling guide that created a new game plan for marketing in high-tech industries. Crossing the Chasm has become the bible for bringing cutting-edge products to progressively larger markets. This edition provides new insights into the realities of high-tech marketing, with special emphasis on the Internet. It's essential reading for anyone with a stake in the world's most exciting marketplace.
-
2 out of 5 stars
-
Outdated
- By Rebecca Savage on 01-05-15
-
Company of One
- Why Staying Small Is the Next Big Thing for Business
- By: Paul Jarvis
- Narrated by: Paul Jarvis
- Length: 7 hrs and 32 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,208
-
Performance4.5 out of 5 stars 1,016
-
Story4.5 out of 5 stars 1,008
Paul Jarvis left the corporate world when he realized that working in a high-pressure, high profile world was not his idea of success. In Company of One, Jarvis explains how you can find the right pathway to do the same, including planning how to set up your shop, determining your desired revenues, dealing with unexpected crises, keeping your key clients happy, and of course, doing all of this on your own. Company of One is a refreshingly new approach centered on staying small and avoiding growth, for any size business.
-
2 out of 5 stars
-
Starts out strong...
- By Oliver Nielsen on 05-02-20
By: Paul Jarvis
-
Blitzscaling
- The Lightning-Fast Path to Building Massively Valuable Companies
- By: Reid Hoffman, Chris Yeh, Bill Gates - foreword
- Narrated by: Chris Yeh, Reid Hoffman
- Length: 9 hrs and 3 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,680
-
Performance4.5 out of 5 stars 1,360
-
Story4.5 out of 5 stars 1,358
What entrepreneur or founder doesn't aspire to build the next Amazon, Facebook, or Airbnb? Yet those who actually manage to do so are exceedingly rare. So what separates the start-ups that get disrupted and disappear from the ones who grow to become global giants? The secret is blitzscaling: a set of techniques for scaling up at a dizzying pace that blows competitors out of the water.
-
1 out of 5 stars
-
not much here.
- By Francis Shanahan on 09-05-19
By: Reid Hoffman, and others
-
The Human Brand
- How We Relate to People, Products, and Companies
- By: Chris Malone, Susan T. Fiske
- Narrated by: Sean Runnette
- Length: 5 hrs and 58 mins
- Unabridged
-
Overall4.5 out of 5 stars 66
-
Performance4.5 out of 5 stars 53
-
Story4.5 out of 5 stars 54
Customers everywhere describe their interactions with companies in a deeply personal way: We hate our banks, love our smartphones, and think the cable company is out to get us. What is actually going through our brains when we make these judgments? Customer loyalty expert Chris Malone and top social psychologist Susan Fiske have discovered that our perceptions arise from spontaneous judgments on warmth and competence, the same two factors that also determine our impressions of people.
-
5 out of 5 stars
-
Thought Provoking
- By DScumaci on 07-31-17
By: Chris Malone, and others
-
Starting a Business QuickStart Guide
- The Simplified Beginner’s Guide to Launching a Successful Small Business, Turning Your Vision into Reality, and Achieving Your Entrepreneurial Dream
- By: Ken Colwell PhD MBA
- Narrated by: Ken Colwell PhD MBA
- Length: 7 hrs and 29 mins
- Unabridged
-
Overall4.5 out of 5 stars 220
-
Performance4.5 out of 5 stars 188
-
Story4.5 out of 5 stars 185
In his comprehensive Starting a Business QuickStart Guide, Ken Colwell concisely presents the core fundamentals that all new entrepreneurs need to know to get started, find success, and live the life of their dreams.
-
3 out of 5 stars
-
More like a class textbook
- By ACustomer on 10-15-19
-
The Art of the Start 2.0
- The Time-Tested, Battle-Hardened Guide for Anyone Starting Anything
- By: Guy Kawasaki
- Narrated by: Paul Boehmer
- Length: 8 hrs and 43 mins
- Unabridged
-
Overall4.5 out of 5 stars 996
-
Performance4.5 out of 5 stars 870
-
Story4.5 out of 5 stars 867
Whether you're an entrepreneur, an intrapreneur, or a not-for-profit leader, there's no shortage of advice on such topics as writing a business plan, recruiting, raising capital, and branding. In fact there are so many books, articles, and websites that many startups get bogged down to the point of paralysis, or they focus on the wrong priorities and go broke before they discover their mistakes.
-
2 out of 5 stars
-
Like a collection of about.com articles
- By Lee on 06-15-15
By: Guy Kawasaki
-
Machine, Platform, Crowd
- Harnessing Our Digital Future
- By: Erik Brynjolfsson, Andrew McAfee
- Narrated by: Jeff Cummings
- Length: 10 hrs and 57 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,199
-
Performance4.5 out of 5 stars 1,006
-
Story4.5 out of 5 stars 1,001
In The Second Machine Age, Andrew McAfee and Erik Brynjolfsson predicted some of the far-reaching effects of digital technologies on our lives and businesses. Now they’ve written a guide to help listeners make the most of our collective future. Machine | Platform | Crowd outlines the opportunities and challenges inherent in the science fiction technologies that have come to life in recent years, like self-driving cars and 3D printers, online platforms for renting outfits and scheduling workouts, or crowd-sourced medical research and financial instruments.
-
5 out of 5 stars
-
Both How AND Why for Techies
- By Dan Collins on 08-11-17
By: Erik Brynjolfsson, and others
-
Evergreen
- Cultivate the Enduring Customer Loyalty That Keeps Your Business Thriving
- By: Noah Fleming
- Narrated by: Noah Fleming, Walter Dixon
- Length: 7 hrs and 23 mins
- Unabridged
-
Overall4.5 out of 5 stars 48
-
Performance4 out of 5 stars 35
-
Story4.5 out of 5 stars 35
Loyal customers are the beating heart of every great business. So why do so many companies act like adrenaline junkies, chasing after new customers at the expense of creating deeper, more profitable relationships with the ones they already have? Evergreen exposes the mad pursuit for what it is: a brief spike in metrics and an ongoing revenue drain as one-time customers fail to return. A better solution is to shift resources from attracting new customers to engaging the base.
-
4 out of 5 stars
-
Good content, not crazy about the delivery
- By Jeff P. on 08-14-15
By: Noah Fleming
-
Winning on Purpose
- The Unbeatable Strategy of Loving Customers
- By: Fred Reichheld, Darci Darnell, Maureen Burns
- Narrated by: Walter Dixon
- Length: 8 hrs and 37 mins
- Unabridged
-
Overall4.5 out of 5 stars 75
-
Performance4.5 out of 5 stars 63
-
Story4.5 out of 5 stars 62
Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Created by author and loyalty guru Fred Reichheld, companies across the spectrum have adopted it - from industrial giants such as Mercedes-Benz and Cummins Engine to Silicon Valley sweethearts such as Apple and Google to digital innovators like Warby Parker and Peloton.
-
5 out of 5 stars
-
Customer focused results
- By Scott Groves on 06-07-24
By: Fred Reichheld, and others
-
The Ultimate Question 2.0 (Revised and Expanded Edition)
- How Net Promoter Companies Thrive in a Customer-Driven World
- By: Fred Reichheld, Rob Markey
- Narrated by: Walter Dixon
- Length: 8 hrs
- Unabridged
-
Overall4.5 out of 5 stars 323
-
Performance4.5 out of 5 stars 262
-
Story4.5 out of 5 stars 257
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.You also generate a vital metric: your Net Promoter Score.
-
2 out of 5 stars
-
No substance
- By Douglas on 04-01-13
By: Fred Reichheld, and others
-
The Membership Economy
- Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue
- By: Robbie Kellman Baxter
- Narrated by: Tom Pile
- Length: 8 hrs and 12 mins
- Unabridged
-
Overall4.5 out of 5 stars 654
-
Performance4.5 out of 5 stars 567
-
Story4.5 out of 5 stars 565
If you've ever used ZipCar, Amazon Prime, Spotify, NetFlix, Groupon, Weight Watchers, SurveyMonkey, United Mileage Plus, Pinterest, or Twitter, you are part of The Membership Economy, an increasingly popular model that author Robbie Kellman Baxter sees as the inevitable result of technological advancements, social trends, and a generation in transition. The Membership Economy argues that we are now moving away from ownership, but we still want the benefits that come with access.
-
4 out of 5 stars
-
Relevant, but without an "a-ha" moment
- By Nagy Barnabás on 05-13-16
-
Hug Your Haters
- How to Embrace Complaints and Keep Your Customers
- By: Jay Baer
- Narrated by: Jay Baer
- Length: 5 hrs and 36 mins
- Unabridged
-
Overall4.5 out of 5 stars 238
-
Performance4.5 out of 5 stars 201
-
Story4.5 out of 5 stars 201
Technology has evaporated the barriers of complaint. With smartphones 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.
-
1 out of 5 stars
-
Such a waste of time
- By hadi maghsoudi on 03-19-16
By: Jay Baer
-
Outside In
- The Power of Putting Customers at the Center of Your Business
- By: Harley Manning, Kerry Bodine
- Narrated by: Mel Foster
- Length: 7 hrs and 35 mins
- Unabridged
-
Overall4.5 out of 5 stars 205
-
Performance4 out of 5 stars 174
-
Story4.5 out of 5 stars 173
The solution in each case was a focus on customer experience, the most powerful - and misunderstood - element of corporate strategy today. Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver. Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew 22 percent.
-
5 out of 5 stars
-
thank you
- By joan on 03-23-16
By: Harley Manning, and others
Critic reviews
Related to this topic
-
Company of One
- Why Staying Small Is the Next Big Thing for Business
- By: Paul Jarvis
- Narrated by: Paul Jarvis
- Length: 7 hrs and 32 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,208
-
Performance4.5 out of 5 stars 1,016
-
Story4.5 out of 5 stars 1,008
Paul Jarvis left the corporate world when he realized that working in a high-pressure, high profile world was not his idea of success. In Company of One, Jarvis explains how you can find the right pathway to do the same, including planning how to set up your shop, determining your desired revenues, dealing with unexpected crises, keeping your key clients happy, and of course, doing all of this on your own. Company of One is a refreshingly new approach centered on staying small and avoiding growth, for any size business.
-
2 out of 5 stars
-
Starts out strong...
- By Oliver Nielsen on 05-02-20
By: Paul Jarvis
-
Hug Your Haters
- How to Embrace Complaints and Keep Your Customers
- By: Jay Baer
- Narrated by: Jay Baer
- Length: 5 hrs and 36 mins
- Unabridged
-
Overall4.5 out of 5 stars 238
-
Performance4.5 out of 5 stars 201
-
Story4.5 out of 5 stars 201
Technology has evaporated the barriers of complaint. With smartphones 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.
-
1 out of 5 stars
-
Such a waste of time
- By hadi maghsoudi on 03-19-16
By: Jay Baer
-
The Art of the Start 2.0
- The Time-Tested, Battle-Hardened Guide for Anyone Starting Anything
- By: Guy Kawasaki
- Narrated by: Paul Boehmer
- Length: 8 hrs and 43 mins
- Unabridged
-
Overall4.5 out of 5 stars 996
-
Performance4.5 out of 5 stars 870
-
Story4.5 out of 5 stars 867
Whether you're an entrepreneur, an intrapreneur, or a not-for-profit leader, there's no shortage of advice on such topics as writing a business plan, recruiting, raising capital, and branding. In fact there are so many books, articles, and websites that many startups get bogged down to the point of paralysis, or they focus on the wrong priorities and go broke before they discover their mistakes.
-
2 out of 5 stars
-
Like a collection of about.com articles
- By Lee on 06-15-15
By: Guy Kawasaki
-
The Language of Trust
- By: Michael Maslansky
- Narrated by: Michael Maslansky
- Length: 7 hrs and 26 mins
- Unabridged
-
Overall4.5 out of 5 stars 67
-
Performance4.5 out of 5 stars 54
-
Story4.5 out of 5 stars 54
Still struggling through the financial crisis that began in 2008, consumers aren't buying traditional sales approaches anymore. So how do salespeople, corporate communicators, managers, and marketers sell their ideas, products, and services to a generation of customers who are more skeptical and less influenced by conventional marketing than ever before?
-
5 out of 5 stars
-
Are you communicating or just talking?
- By Shawn on 11-08-10
-
High-Tech, High-Touch Customer Service
- Inspire Timeless Loyalty in the Demanding New World of Social Commerce
- By: Micah Solomon
- Narrated by: Micah Solomon, Sean Pratt
- Length: 6 hrs and 7 mins
- Unabridged
-
Overall4 out of 5 stars 81
-
Performance4.5 out of 5 stars 69
-
Story4 out of 5 stars 70
In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. 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 of loyal customer base that allows you to survive - and thrive.
-
5 out of 5 stars
-
This is the book that cracks the code!
- By Nick Morgan on 04-30-13
By: Micah Solomon
-
What Customers Crave
- How to Create Relevant and Memorable Experiences at Every Touchpoint
- By: Nicholas J. Webb
- Narrated by: James Foster
- Length: 7 hrs and 1 min
- Unabridged
-
Overall4.5 out of 5 stars 175
-
Performance4.5 out of 5 stars 160
-
Story4.5 out of 5 stars 159
The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success
-
5 out of 5 stars
-
Must read if you are looking for a way to improve your business
- By Anonymous User on 05-06-20
By: Nicholas J. Webb
-
Company of One
- Why Staying Small Is the Next Big Thing for Business
- By: Paul Jarvis
- Narrated by: Paul Jarvis
- Length: 7 hrs and 32 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,208
-
Performance4.5 out of 5 stars 1,016
-
Story4.5 out of 5 stars 1,008
Paul Jarvis left the corporate world when he realized that working in a high-pressure, high profile world was not his idea of success. In Company of One, Jarvis explains how you can find the right pathway to do the same, including planning how to set up your shop, determining your desired revenues, dealing with unexpected crises, keeping your key clients happy, and of course, doing all of this on your own. Company of One is a refreshingly new approach centered on staying small and avoiding growth, for any size business.
-
2 out of 5 stars
-
Starts out strong...
- By Oliver Nielsen on 05-02-20
By: Paul Jarvis
-
Hug Your Haters
- How to Embrace Complaints and Keep Your Customers
- By: Jay Baer
- Narrated by: Jay Baer
- Length: 5 hrs and 36 mins
- Unabridged
-
Overall4.5 out of 5 stars 238
-
Performance4.5 out of 5 stars 201
-
Story4.5 out of 5 stars 201
Technology has evaporated the barriers of complaint. With smartphones 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.
-
1 out of 5 stars
-
Such a waste of time
- By hadi maghsoudi on 03-19-16
By: Jay Baer
-
The Art of the Start 2.0
- The Time-Tested, Battle-Hardened Guide for Anyone Starting Anything
- By: Guy Kawasaki
- Narrated by: Paul Boehmer
- Length: 8 hrs and 43 mins
- Unabridged
-
Overall4.5 out of 5 stars 996
-
Performance4.5 out of 5 stars 870
-
Story4.5 out of 5 stars 867
Whether you're an entrepreneur, an intrapreneur, or a not-for-profit leader, there's no shortage of advice on such topics as writing a business plan, recruiting, raising capital, and branding. In fact there are so many books, articles, and websites that many startups get bogged down to the point of paralysis, or they focus on the wrong priorities and go broke before they discover their mistakes.
-
2 out of 5 stars
-
Like a collection of about.com articles
- By Lee on 06-15-15
By: Guy Kawasaki
-
The Language of Trust
- By: Michael Maslansky
- Narrated by: Michael Maslansky
- Length: 7 hrs and 26 mins
- Unabridged
-
Overall4.5 out of 5 stars 67
-
Performance4.5 out of 5 stars 54
-
Story4.5 out of 5 stars 54
Still struggling through the financial crisis that began in 2008, consumers aren't buying traditional sales approaches anymore. So how do salespeople, corporate communicators, managers, and marketers sell their ideas, products, and services to a generation of customers who are more skeptical and less influenced by conventional marketing than ever before?
-
5 out of 5 stars
-
Are you communicating or just talking?
- By Shawn on 11-08-10
-
High-Tech, High-Touch Customer Service
- Inspire Timeless Loyalty in the Demanding New World of Social Commerce
- By: Micah Solomon
- Narrated by: Micah Solomon, Sean Pratt
- Length: 6 hrs and 7 mins
- Unabridged
-
Overall4 out of 5 stars 81
-
Performance4.5 out of 5 stars 69
-
Story4 out of 5 stars 70
In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. 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 of loyal customer base that allows you to survive - and thrive.
-
5 out of 5 stars
-
This is the book that cracks the code!
- By Nick Morgan on 04-30-13
By: Micah Solomon
-
What Customers Crave
- How to Create Relevant and Memorable Experiences at Every Touchpoint
- By: Nicholas J. Webb
- Narrated by: James Foster
- Length: 7 hrs and 1 min
- Unabridged
-
Overall4.5 out of 5 stars 175
-
Performance4.5 out of 5 stars 160
-
Story4.5 out of 5 stars 159
The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success
-
5 out of 5 stars
-
Must read if you are looking for a way to improve your business
- By Anonymous User on 05-06-20
By: Nicholas J. Webb
-
The Science of Growth
- How Facebook Beat Friendster - and How Nine Other Startups Left the Rest in the Dust
- By: Sean Ammirati, Richard Florida - foreword
- Narrated by: Fajer Al-Kaisi
- Length: 6 hrs and 57 mins
- Unabridged
-
Overall4 out of 5 stars 112
-
Performance4.5 out of 5 stars 95
-
Story4 out of 5 stars 95
The lean entrepreneurship movement has captivated Silicon Valley and entrepreneurs across the country. It provided an agile framework to develop the right product solution for a given target market and is now used by almost every fledgling company to do just that. The next challenge is growth - to achieve the financial returns and, more importantly, the impact they dreamed of when starting off on their adventure.
-
5 out of 5 stars
-
Awesome book
- By Josh on 04-29-16
By: Sean Ammirati, and others
-
Shark Tank Jump Start Your Business
- How to Launch and Grow a Business from Concept to Cash
- By: Michael Parrish DuDell, Mark Cuban, Barbara Corcoran, and others
- Narrated by: Michael Parrish DuDell
- Length: 6 hrs and 5 mins
- Unabridged
-
Overall4 out of 5 stars 1,484
-
Performance4 out of 5 stars 1,270
-
Story4 out of 5 stars 1,267
From the ABC hit show Shark Tank, this book - filled with practical advice and introductions from the Sharks themselves - will be the ultimate resource for anyone thinking about starting a business or growing the one they have. Full of tips for navigating the confusing world of entrepreneurship, the book will intersperse words of wisdom with inspirational stories from the show.
-
2 out of 5 stars
-
Middle School material. Vague, no depth.
- By nate on 12-22-13
By: Michael Parrish DuDell, and others
-
Machine, Platform, Crowd
- Harnessing Our Digital Future
- By: Erik Brynjolfsson, Andrew McAfee
- Narrated by: Jeff Cummings
- Length: 10 hrs and 57 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,199
-
Performance4.5 out of 5 stars 1,006
-
Story4.5 out of 5 stars 1,001
In The Second Machine Age, Andrew McAfee and Erik Brynjolfsson predicted some of the far-reaching effects of digital technologies on our lives and businesses. Now they’ve written a guide to help listeners make the most of our collective future. Machine | Platform | Crowd outlines the opportunities and challenges inherent in the science fiction technologies that have come to life in recent years, like self-driving cars and 3D printers, online platforms for renting outfits and scheduling workouts, or crowd-sourced medical research and financial instruments.
-
5 out of 5 stars
-
Both How AND Why for Techies
- By Dan Collins on 08-11-17
By: Erik Brynjolfsson, and others
-
The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- By: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrated by: Matthew Dixon, Nick Toman, Rick DeLisi
- Length: 6 hrs and 37 mins
- Unabridged
-
Overall4.5 out of 5 stars 110
-
Performance4.5 out of 5 stars 89
-
Story4.5 out of 5 stars 88
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
-
5 out of 5 stars
-
If you are a CXer, you have to read/listen to it
- By Shirley Campbell on 05-26-23
By: Matthew Dixon, and others
-
Modern Monopolies
- What It Takes to Dominate the 21st Century Economy
- By: Nicholas L. Johnson, Alex Moazed
- Narrated by: Jonathan Yen
- Length: 10 hrs and 7 mins
- Unabridged
-
Overall4.5 out of 5 stars 240
-
Performance4.5 out of 5 stars 191
-
Story4.5 out of 5 stars 190
What do Google, Snapchat, Tinder, Amazon, and Uber have in common, besides soaring market share? They're platforms - a new business model that has quietly become the only game in town. A platform, by definition, creates value by facilitating an exchange between two or more interdependent groups. So, rather than making things, they simply connect people. The advent of mobile computing and its ubiquitous connectivity have forever altered how we interact with each other. Yet, few people truly grasp the radical structural shifts of the last 10 years.
-
5 out of 5 stars
-
Mostly notes for myself or highlights of the book
- By Gary H. on 11-16-17
By: Nicholas L. Johnson, and others
-
The Amazon Way: Amazon's 14 Leadership Principles
- By: John Rossman, Tom Alberg - foreword
- Narrated by: Jeff Cummings
- Length: 4 hrs and 40 mins
- Unabridged
-
Overall4.5 out of 5 stars 142
-
Performance4.5 out of 5 stars 108
-
Story4.5 out of 5 stars 106
The 3rd edition of The Amazon Way is one of the rare business leadership books giving actionable insights for innovation and business growth to be the basis for your digital transformation gameplan. The Amazon Way translates Amazon's unique culture and management practices into insights and opportunities, as only an Amazon executive and expert advisor could do for the Amazon Leadership Principles giving listeners one of the essential business leadership books for the digital era.
-
5 out of 5 stars
-
Good overview about Amazon
- By MrsSnuggs0512 on 06-05-24
By: John Rossman, and others
-
Reality Check
- Outsmarting, Outmanaging, and Outmarketing Your Competition
- By: Guy Kawasaki
- Narrated by: Paul Boehmer
- Length: 14 hrs and 53 mins
- Unabridged
-
Overall3.5 out of 5 stars 128
-
Performance4 out of 5 stars 53
-
Story4 out of 5 stars 55
In Silicon Valley slang, a "bozo explosion" is what causes a lean, mean, fighting machine of a company to slide into mediocrity. As Guy Kawasaki puts it, "If the two most popular words in your company are partner and strategic, and partner has become a verb, and strategic is used to describe decisions and activities that don't make sense"...then it's time for a reality check.
-
3 out of 5 stars
-
The Reality of Reality Check
- By Ben on 08-18-09
By: Guy Kawasaki
-
Shortcut Your Startup
- Speed Up Success with Unconventional Advice from the Trenches
- By: Carter Reum, Courtney Reum
- Narrated by: Carter Reum
- Length: 6 hrs and 55 mins
- Unabridged
-
Overall4.5 out of 5 stars 90
-
Performance4.5 out of 5 stars 80
-
Story4.5 out of 5 stars 78
Courtney and Carter Reum have years of experience in the field, from investing in over 130 companies, including Lyft, Pinterest, Warby Parker, and ClassPass, to driving the success of their own liquor brand, VEEV Spirits. The Reum brothers have learned from every triumph and tribulation and over the years have developed an effective and easy-to-understand guide to help entrepreneurs through the startup journey from inception to sale.
-
5 out of 5 stars
-
A must read for start ups
- By Dave on 02-09-18
By: Carter Reum, and others
-
Leadership BS
- Fixing Workplaces and Careers One Truth at a Time
- By: Jeffrey Pfeffer
- Narrated by: Mike Chamberlain
- Length: 7 hrs and 51 mins
- Unabridged
-
Overall4.5 out of 5 stars 441
-
Performance4.5 out of 5 stars 383
-
Story4.5 out of 5 stars 375
In Leadership BS Jeffrey Pfeffer shines a bright light on the leadership industry, showing why it's failing and how it might be remade. He sets the record straight on the oft-made prescriptions for leaders to be honest, authentic, and modest; tell the truth; build trust; and take care of others. By calling BS on so many of the stories and myths of leadership, he gives people a more scientific look at the evidence and better information to guide their careers.
-
4 out of 5 stars
-
Antidote to Bromides from Leadership Gurus
- By Sean Lannan on 09-23-15
By: Jeffrey Pfeffer
-
Youtility
- Why Smart Marketing Is About Help Not Hype
- By: Jay Baer
- Narrated by: Marcus Sheridan, Jay Baer
- Length: 4 hrs and 51 mins
- Unabridged
-
Overall4.5 out of 5 stars 306
-
Performance4.5 out of 5 stars 243
-
Story4.5 out of 5 stars 243
Jay Baer's Youtility offers a new 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 700 brands improve their marketing strategy, Baer provides a groundbreaking plan for using information and helpfulness to transform the relationship between companies and customers.
-
4 out of 5 stars
-
Good Framing, Examples and Supporting Concepts
- By Adam Helweh on 10-13-13
By: Jay Baer
-
The Automatic Customer
- Creating a Subscription Business in Any Industry
- By: John Warrillow
- Narrated by: Don Hagen
- Length: 5 hrs and 15 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,041
-
Performance4.5 out of 5 stars 907
-
Story4.5 out of 5 stars 897
The lifeblood of your business is repeat customers. But customers can be fickle, markets shift, and competitors are ruthless. So how do you ensure a steady flow of repeat business? The secret--no matter what industry you're in--is finding and keeping automatic customers. These days virtually anything you need can be purchased through a subscription, with more convenience than ever before.
-
5 out of 5 stars
-
Can be applied to almost any business
- By C Mason on 02-25-15
By: John Warrillow
-
Targeted
- How Technology Is Revolutionizing Advertising and the Way Companies Reach Consumers
- By: Mike Smith
- Narrated by: Michael Smith
- Length: 7 hrs and 1 min
- Unabridged
-
Overall4 out of 5 stars 96
-
Performance4 out of 5 stars 85
-
Story4 out of 5 stars 83
Far from the catchy television spots and sleek magazine spreads are the comparatively modest ads that pop up on websites and in Internet searches. But don't be fooled - online advertising is exploding. Growing at a compound annual rate near 20%, it is now the second-largest advertising channel in the United States. Part history, part guidebook, part prediction for the future, Targeted tells the story of the companies, individuals, and innovations driving this revolution.
-
3 out of 5 stars
-
Dense Language, Mediocre Narration
- By Fawn on 12-06-16
By: Mike Smith
What listeners say about Extreme Trust
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
-
Overall5 out of 5 stars
-
Performance5 out of 5 stars
-
Story5 out of 5 stars
- Elizabeth J Smith
- 11-10-19
Must listen
I would highly recommend this book to mid and senior level executives. They often are so disconnected from the customer experience and this gives them ways to get data and open their eyes and turnaround their business.
Something went wrong. Please try again in a few minutes.
You voted on this review!
You reported this review!