In a story rich with anecdotes and the "rules of the road" of both Main Street and Wall Street, Sam Walton chronicles the inspiration, heart, and optimism that propelled him to lasso the American Dream.
Even the smartest among us can feel inept as we fail to figure out which light switch or oven burner to turn on, or whether to push, pull, or slide a door. The fault, argues this ingenious-even liberating-book, lies not in ourselves, but in product design that ignores the needs of users and the principles of cognitive psychology. The problems range from ambiguous and hidden controls to arbitrary relationships between controls and functions, coupled with a lack of feedback or other assistance and unreasonable demands on memorization.
The Design of Everyday Things shows that good, usable design is possible. The rules are simple: make things visible, exploit natural relationships that couple function and control, and make intelligent use of constraints. The goal: guide the user effortlessly to the right action on the right control at the right time.
The Design of Everyday Things is a powerful primer on how-and why-some products satisfy customers while others only frustrate them.
—Howard Schultz, Chairman, Starbucks Coffee
Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admired" list every year the surveys have been taken. Despite its position in the hard-hit retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-service-driven company.
New material in this revised edition includes:"How To Become The Nordstrom Of Your Industry" Tools for creating a customer-driven culture Chapters on Nordstrom's online customer service and the innovative social commerce features of its website Breakthroughs on Nordstrom's multi-channel approach to customer service
Nordstrom follows a set of principles that has made it a leader in its industry. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company.
In Priceless, the bestselling author William Poundstone reveals the hidden psychology of value. In psychological experiments, people are unable to estimate "fair" prices accurately and are strongly influenced by the unconscious, irrational, and politically incorrect. It hasn't taken long for marketers to apply these findings. "Price consultants" advise retailers on how to convince consumers to pay more for less, and negotiation coaches offer similar advice for businesspeople cutting deals. The new psychology of price dictates the design of price tags, menus, rebates, "sale" ads, cell phone plans, supermarket aisles, real estate offers, wage packages, tort demands, and corporate buyouts. Prices are the most pervasive hidden persuaders of all. Rooted in the emerging field of behavioral decision theory, Priceless should prove indispensable to anyone who negotiates.
Here, industry experts Robin Lewis and Michael Dart identify the forces behind these changes and look at the retail heroes of today and tomorrow to see how their business models are responding to the modern marketplace. They profile industry giants such as VF Corporation (owner of Wrangler and The North Face), Starbucks, and Ralph Lauren, as well as cutting-edge favorites like Apple, Gilt Groupe, and Amazon, to uncover why some retailers are so successful at reaching today's increasingly elusive and demanding customer while others miss the mark by a mile. What they find are three crucial factors that determine whether businesses win or lose:
*Neurological Connectivity -- creating an addictive, irresistible shopping experience, from preshopping anticipation to consumption satisfaction
*Preemptive Distribution -- using all possible distribution platforms to access consumers ahead of the competition
*Value Chain Control -- vertically integrating control of a company's entire value chain, from creation through point of sale, for maximum delivery on the brand promise
This essential formula, Lewis and Dart argue, is responsible for virtually every retail success story of the past few decades. So while the landscape may never look the same, The New Rules of Retail gives business leaders the tools they need to not only survive, but thrive.
Sarah Petty and Erin Verbeck are here to show you that there's a radically different way to run a small business—
one in which the owners focus on creating specialized offerings and an over-the-top customer experience, not on matching the prices of their competition. Worth Every Penny encourages you to explore and use this model, which is designed to maximize your advantages over the big-box stores and other discounting competitors.
You'll learn how to:
— Build a brand that lays the foundation for you to charge what your offerings are worth.
— Create products, services and high-touch customer experiences to achieve healthy margins and an outspokenly happy and loyal client base.
— Understand how to use a pricing strategy that allows you to create demand and attract the right customers instead of discounting.
— Throw traditional advertising to the wind and implement a boutique way of marketing to excel in this competitive business environment.
— Learn the relationship-based sales skills needed to close every sale and have your clients clamoring for more.
The authors' strategies are enhanced by real-life business experiences and vivid anecdotes from all types of business owners—restaurateurs to contractors to professional service providers and photographers. With the advice in Worth Every Penny, you will be inspired to live your passion and pass your enthusiasm on to your customers. The result: a profitable business that avoids succumbing to the pressure to discount.
"There are three pillars of enchantment: likability, trustworthiness, and quality. The Apple experience is the best modern-day example of all three pillars. Carmine's book will help you understand and implement the same kind of world-class experience."
--Guy Kawasaki, author of Enchantment and former chief evangelist of Apple
"Carmine Gallo explains beautifully and simply just what makes the Apple retail experience so successful. No matter what kind of business you are in, there are insanely valuable lessons in this book!"
--Garr Reynolds, author of Presentation Zen and The Naked Presenter
"At its core, this book is not about Apple. It's about delivering the best experience possible." --Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc.
"An exciting resource for any business owner in any country who wants to reimagine the customer experience."
--Loic Le Meur, CEO, LeWeb
"Why can't other retail experiences be as great as an Apple store's? Not only does Carmine Gallo answer that question brilliantly, but he shows precisely how to make sure your customers never ask it about your business."
--Matthew E. May, author of In Pursuit of Elegance and The Laws of Subtraction
"Carmine Gallo gets to the magic of Steve Jobs: Touching people's lives. This simple, yet delightful vision should be at the heart of every retail interaction in the world today."
--Peter Steinlauf, Chairman, Edmunds.com
"This magnificent collection of insights illuminates the way for anyone who wants to create a truly great experience, whether in retail, service, or software. "
--Dan Roam, author of The Back of the Napkin and Blah Blah Blah
Reinvent your business to deliver Apple-like customer satisfaction and profits
In The Apple Experience, internationally bestselling author Carmine Gallo details the principles and practices behind this total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service.
Carmine Gallo interviewed professionals at all levels who have studied Apple, and he spent hundreds of hours observing the selling floor in Apple’s retail space and learning about Apple’s vision and philosophy. Using insights and data from these sources, he breaks down Apple’s customercentric model to provide an action plan with three distinct areas of focus:Inspire Your Internal Customer with training, support, and communications that create a “feedback loop” for improving performance at every level Serve Your External Customer with irresistible brand stories and dedicated salespeople who embody the APPLE five steps of service-- Approach, Probe, Present, Listen, End with a fond farewell Set the Stage by ensuring that no element is overlooked in creating an immersive retail environment where customers can see, touch, and learn about your products
With The Apple Experience, you can improve the return on your investment in retail by adding real value to every customer interaction. Better still, any business that deals with people--employees or customers--can adopt the techniques to achieve Apple-like market dominance by enriching lives, building loyalty, and reimagining the customer experience.-
If you are looking to be financially independent, own your own business, have more spare time, work from the comfort of your home, then MLM may be for you to be successful. In the past MLM required a lot of face-to-face meetings and sales presentations which are difficult to produce. The Internet, combined with Network Marketing, has created countless opportunities for individuals to develop their own business, working from home. The real ways to make a great deal of money in MLM is by recruiting a team of other independent marketers below you, and thus earn a percentage of their combined sales. This new groundbreaking book will show you how to build a successful business with MLM by harvesting the power of the Internet.
In this easy-to-read and comprehensive new book, you will learn what MLM is, how to get people talking about your product or service, how to get your customers to be your sales force, recruiting, goal setting and managing time, getting customers to come to you, getting your MLM message out quickly, creating awareness, working with bloggers and online activists, marketing, dealing with negative customer experience, automating MLM writing online press releases, creating a blog, creating a customer references and referral programs, starting a fan club/loyalist community, and setting up discussion forums and boards. You will learn to use affiliate marketing, flogs, viral marketing, evangelism, buzz marketing, online MLM methods, reputation management.
In addition, we went the extra mile and spent an unprecedented amount of time researching, interviewing, e-mailing, and communicating with hundreds of today's most successful MLM marketers. Aside from learning the basics you will be privy to their secrets and proven successful ideas.
Instruction is great, but advice from experts is even better, and the experts chronicled in this book are earning millions. If you are interested in learning essentially everything there is to know about MLM in addition to hundreds of hints, tricks, and secrets on how to put MLM marketing techniques in place and start earning enormous profits, then this book is for you.
Atlantic Publishing is a small, independent publishing company based in Ocala, Florida. Founded over twenty years ago in the company presidentâe(tm)s garage, Atlantic Publishing has grown to become a renowned resource for non-fiction books. Today, over 450 titles are in print covering subjects such as small business, healthy living, management, finance, careers, and real estate. Atlantic Publishing prides itself on producing award winning, high-quality manuals that give readers up-to-date, pertinent information, real-world examples, and case studies with expert advice. Every book has resources, contact information, and web sites of the products or companies discussed.
But there is one retailer that not only has remained consistent in the fluctuating?even tenuous?market, but also has grown in the process.
More Than a Hobby takes you inside the story of David Green, the man who built the phenomenal success of Hobby Lobby. Green went beyond surviving in a competitive retail market to thriving, ultimately expanding his $600 start-up company into a $1.3 billion per-year enterprise.
Green’s incredible accomplishments were based not on business-school theory but on his grassroots experiences as a store manager and his creative application of cutting edge ideas, including:Allow managers to spend no more than thirty minutes per day on paperwork Instead of paying a middleman, assemble as much of the product as possible in-house Give buyers the freedom to purchase without restraint—but within the realm of common sense Keep God and family first
More Than a Hobby is a practical field manual, filled with revolutionary ideas for all those who dream of success in the world of retail business.