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If you work in a small business, you have to know how to sell. Full stop. But selling as most people know it doesn’t work anymore. It’s relationships that count. Real selling is about understanding customers’ goals and helping them to buy, not topping off a template presentation with a pushy attitude. So how do you put relationships first and still get results? Sales Therapy smashes the age-old sales model with an effective new approach grounded in behavioural psychology. It is natural and effortless to use because it mirrors the way people actually interact with each other. And it really works. Thomas Power, Chairman of Ecademy, describes it as ‘One of the finest pieces of content on how to sell better in the 21st Century.’ At last, you can commit those terrible ‘closing techniques’ to the recycle bin. Sales Therapy will help you build great relationships with your customers while making the art of selling fun and effective and helping your business to grow. PRAISE FOR SALES THERAPY ‘This is one of the finest pieces of content on how to sell better in the 21st Century. Grant you are absolutely right with your judgment’ Thomas Power, Chairman of Ecademy

Praise for Taming the Search-and-Switch Customer «What an excellent wake-up call! Your company's most valuable asset—your loyal customers—have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business.»? —Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development «In this dynamic treatise on customer retention, Jill Griffin, The Loyalty Maker, provides updated solutions to meet today's challenge of changing consumer shopping habits. A must-read for all retailers and wholesalers.» —Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc. «Mandatory reading for anyone who manages customer loyalty. A truly thought-provoking read!» —Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty «Every company is in the service business now, whether they realize it or not. Jill's book is a great start on how to make your service experiences better than they are today.» —Robert Stephen, founder, The Geek Squad «In today's Googlized marketplace, Taming the Search-and-Switch Customer is a must-read.» —Ken DeAngelis, general partner, Austin Ventures «Griffin is pure loyalty genius!» —Kelly Cook, vice president, Customer Engagement/CRM, Waste Management

“Through engaging and direct analysis, Joanne Thomas Yaccato has drawn the line clearly for businesses—any successful client relationship strategy must consider the unique perspectives of women. Small, medium and large organizations can benefit from her witty and poignant observations.” David I. McKay, Group Head, Canadian Banking, RBC “In a lifestyle based company, Joanne’s thoughts come at you like a ‘best friend’ who’s not afraid to keep you grounded. In our case, Joanne’s perspective has allowed us to meet the changing needs of our customers over the years in a relevant and authentic way. The Gender Intelligent Retailer pushes the right buttons and creates dynamic conversations that make valuable differences in the retail shopping experience.” Kerri Molinaro, President, IKEA Canada “Joanne has done it again…empowering not only retailers, but consumers, employers and employees with market insight we need to know, and in many cases, should have known by now. Her research and analysis is filled with practical examples that will be an eye-opening read for businesses wondering why they aren’t connecting with the influential female consumer. The Gender Intelligent Retailer is a recipe for success.” Mark Kelley, CBC News, The National “Joanne Thomas Yaccato has done us all a big favour. The Gender Intelligent Retailershows us the ‘real’ world of women consumers. By helping to open our eyes to the world we live in, the book opens the doors of opportunity. It is often difficult for old institutions first to recognize and then to react to our changed and changing demands as a society. Joanne and Sean help us see and then navigate the new world with sound insights and an eye that sees our follies and then focuses on a better way to meet the demands of the future.” Premier Gordon Campbell, Province of British Columbia “Once again Joanne Thomas Yaccato has hit the mark with her new book The Gender Intelligent Retailer! Following on the footsteps of her previous bestseller – The 80% Minority – Joanne and her retail partner, Sean McSweeney, continue to unlock the secrets of marketing to women in an intelligent, caring, and holistic manner. She finds a way to intertwine humorous stories, imaginative analogies, and real life examples with quantifiable and powerful advice.” Diane J. Brisebois, President & CEO, Retail Council of Canada

Praise for Winning At Retail «Winning at Retail offers the most effective strategies available for retailers. At McDonald's, the 'Quick-EST' model is crucial, because being close and convenient to where our customers live, work, and shop helps us create maximum value. If you want to harness your company's strengths to become a leader in your category-and stay in tune with what your customers want-this is the book for you.» -Jim Rand, Senior Vice President of Business Development, McDonald's Corporation «Winning at Retail provides a thoughtful approach to retail differentiation. Ander and Stern warn of the 'treacherous middle' into which retailers too easily drift. They inspire us to avoid this peril through case studies of retailers who have assumed leadership through courageous choice.» -Robert L. Price, Senior Vice President and Chief Marketing Officer, Wawa «In a difficult retail environment, this book provides crucial guidance for staying on top of your competition-by taking the customer seriously and leveraging your strengths to provide experiences that increase customer loyalty. Will Ander and Neil Stern elegantly argue that you can't always be the biggest, fastest, and trendiest place on the block, but it takes only one of these 'Ests' to be a category leader. Businesses big and small can benefit from the carefully distilled lessons in this book.» -Bernd Schmitt, Professor of Marketing, Columbia Business School and author of Customer Experience Management

Branding has become the narrow responsibility of the marketing department, and customers have stopped believing the ads. This book shows you how to build a powerful, lasting brand. You will learn how to involve the entire organization, from sales, customer service, shipping, product design, and marketing, in the branding process. The author discusses how to create powerful, emotional, and unique experiences for others, turn every customer into an evangelist, and greatly expand your reach of influence. Use this book to define your personal and professional brand.

An enlightening blueprint of the secrets of reaching female consumers from the expert Just Ask a Woman is a powerful book about how to tap into female consumers' needs. Mary Quinlan, the founder of the premiere consultancy dedicated to marketing to women, has personally interviewed 3,000 women in the course of her research for Just Ask a Woman. Women are the decision-makers in an estimated eighty-five percent of household buying decisions, and yet far too often, products marketed specifically to them fail to connect with their needs. Here, Quinlan explores topics such as how women judge brands and advertising, how they make decisions, the effects of stress on their consumer behavior, and their increasing demands for service and communication. Quinlan rejects the traditional focus group approach in favor of highly energized and intimate talk sessions where women reveal their deeper feelings about products and services. In Just Ask a Woman marketers, brand managers, and advertisers will find a revelatory resource filled with ideas and action steps for building your brand with women-from a woman who has walked in a marketer's shoes. Mary Lou Quinlan (New York, NY) is the founder and CEO of Just Ask a Woman, a marketing consultancy dedicated to building business with women. Just Ask a Woman is a division of bcom3, a $15 billion global communications firm whose clients include Citigroup/Women & Co., Lifetime, Saks, Hearst Magazines, Toys "R" Us, and Time Inc. Known as a brand-turnaround expert, she has helped to remake brands like Avon and Continental Airlines. Quinlan has been quoted in The New York Times, The Wall Street Journal, Fortune, Fast Company and Advertising Age and appeared on ABC, CNN, CNBC, Lifetime LIVE, Fox and nationally syndicated news shows. Her articles have been published in Marie Claire, Good Housekeeping, Redbook, and More, among others.

Public Relations in Asia Pacific reflects the growing professionalism in the practice of public relations in the world’s fastest expanding economy. It is a carefully drawn road map, both strategically and tactically, for all manner of entities, for profit and not-for-profit on how to establish and maintain effective relationships with their numerous stakeholders. Particularly insightful are the many examples of public relations in action within the Asia Pacific region. It’s a “must” read for those interested in public relations careers and those new to the profession; and it’s a first-rate refresher for the established professional. —Harold Burson, Founding Chairman, Burson-Marsteller Worldwide Mary Devereux and Anne Peirson-Smith have combined their considerable talents and experience to produce a bible of how public relations is—and should be—practiced in the Asia Pacific. One of its many virtues is that it debunks the myth that PR is just one long lunch hosted by caricature Svengalis and Spin Doctors. Rather, it sets the profession in a cultural context that will be valuable to those starting at PR 101, professionals and corporate executives who want to know how truth can be well told (with all due credit to McCann Erickson). —Kerry McGlynn, Special Adviser, Corporate Communication Department, Cathay Pacific Airways As greater social pluralism, stakeholder influence and internet driven consumer sophistication and empowerment grow relentlessly across nearly all Asian societies, Public Relations in Asia Pacific is a timely guide to the critical role of good public relations. Clear, helpful and with a wealth of good examples of how best practice PR in action can make real and tangible contributions to governments, businesses, NGOs as well as to ordinary people, this is essential reading for anyone concerned with how to communicate well in the world’s fastest growing economic region. —Tim Sutton, Chairman Asia Pacific, Weber Shandwick In an increasingly globalized world, public relations practices and strategies become critical for organizations to communicate effectively to their diverse audiences worldwide. This book is therefore an extremely timely and relevant contribution to PR students and practitioners in the Asia-Pacific region as it provides not only a comprehensive overview of the essential concepts and skills of public relations but also specific case studies which illustrate tactical uses of public relations across a wide range of issues and countries. In my opinion, this book fills a major gap in the understanding of public relations concepts and practices and will constitute a fundamental resource for all those who aspire to excel within the field. —Dr. Indrajit Banerjee, Secretary-General, Asian Media Information and Communication Centre (AMIC)

A Winning Formula for Selling to Women Around the World Avon has come a long way since handing out its first perfume sample back in 1886. The company, long famous for ringing customer doorbells, is now the world's largest direct sales organization—with almost five million representatives in more than 140 countries. AVON: Building the World's Premier Company for Women is the first book ever to show how this cosmetics juggernaut achieved such incredible success, while revealing secrets any business can use to effectively market products of all kinds—especially to women. Through this entertaining journey, you'll not only learn the colorful Avon story, but also see how every company, big or small, can benefit from its unique approach to sales and product development. «By providing women with an unlimited opportunity for career success, Avon harnessed the power of a committed sales force to win customers and grow the business. The company's success story is testimony to the importance of focusing on your core business while recognizing the changes taking place with your customers and the environment.» —Mary Sammons, President and CEO, Rite Aid Corporation «The book is an excellent primer on how to successfully make alternative forms of distribution work.» —Allen Burke, Director of Merchandising, QVC, Inc. «The author's incisive revelations . . . capture the extraordinary personalities and entrepreneurial strategies of one of America's most spellbinding success stories.» —Annette Green, President Emeritus, The Fragrance Foundation

The Professional's Guide to Financial Services Marketing is directed to any financial services professional–from individual representatives to executives of large financial services companies–who is looking for better ways to create the relevant marketplace differentiation and competitive advantage needed to increase productivity and profitability. The purpose of this book is not to provide a how-to manual, but rather to offer practical information, examples, and thought-provoking tips that provide ideas and insights that will enable financial services professionals to improve their own marketing approaches and achieve ambitious marketing goals. With examples drawn from basic marketing approaches and successful consumer marketing, this book provides a fresh perspective on a variety of marketing issues that can make a significant difference to corporate success.

Sales training doesn’t develop sales champions. Managers do. The secret to developing a team of high performers isn’t more training but better coaching. When managers effectively coach their people around best practices, core competencies and the inner game of coaching that develops the champion attitude, it makes your training stick. With Keith Rosen’s coaching methodology and proven L.E.A.D.S. Coaching Framework™ used by the world’s top organizations, you’ll get your sales and management teams to perform better – fast. Coaching Salespeople into Sales Champions is your playbook to creating a thriving coaching culture and building a team of top producers. This book is packed with case studies, a 30 Day Turnaround Strategy for underperformers, a library of coaching templates and scripts, as well as hundreds of powerful coaching questions you can use immediately to coach anyone in any situation. You will learn how to confidently facilitate powerful, engaging coaching conversations so that your team can resolve their own problems and take ownership of the solution. You’ll also discover how to leverage the true power of observation and deliver feedback that results in positive behavioral changes, so that you can successfully motivate and develop your team and each individual to reach business objectives faster. Winner of Five International Best Book Awards, Coaching Salespeople Into Sales Champions is your tactical, step-by-step playbook for any people manager looking to: Boost sales, productivity and personal accountability, while reducing your workload Conduct customer/pipeline reviews that improve forecast accuracy, customer retention and uncover new selling opportunities Achieve a long term ROI from coaching by ensuring it’s woven into your daily rhythm of business Design, launch and sustain a successful internal coaching program Turn-around underperformers in 30 days or less Build deeper trust and handle difficult conversations by creating alignment around each person’s goals and your objectives Coach and retain your top performers Collaborate more powerfully and communicate like a world-class leader Training develops salespeople. Coaching develops sales champions. Your new competitive edge.

In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results.

A follow-up to the author's highly successful Power Base Selling. Ideal for any kind of salesperson.