HUG Your Customers by Jack Mitchell
A Dr. Ron Favorite

Synopsis:
In a world where "that's not my problem" and "we have our policies" too often reign, from large companies and small ones both, this book is sheer delight.  In an era where quality customer service seems to be a forgotten skill, its great to read of someone who has had great success because he practices the very simple rules of successful sales - know your customer - greet them and treat them with respect - go the extra mile to satisfy their needs.  Many ideas for your practice and business.
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Wikinomics: How Mass Collaboration Changes Everything by Dan Tapscott and Anthony D. Williams

Synopsis:
Anyone who has done even a modest amount of browsing on the internet has probably fun across Wikipedia, the user-edited online encyclopedia that now dwarfs the online version of Encyclopedia Britannica. This is the prime example of what is called the new Web, or Web 2.0, where sites such as MySpace, YouTube, Flickr, and even the Human Genome Project allow mass collaboration from participants in the online community. The authors have presented a clear and exciting preview of how peer innovation will change everything..."no one is as smart as all of us." Back to Top

Service America: Doing Business in the New Economy, by Ron Zemke and Karl Albrecht

Synopsis:
Service America was Dow-Jones Irwin's best selling book in history. As the definitive book on customer service--and the first major title in the field. Karl Albrecht makes a powerful argument for why customer service is even more important in the new economy. Customers are becoming tired of inferior levels of service (e.g. United Airlines customers), and Albrecht predicts that the problem will only get worse as e-commerce becomes more commonplace. Back to Top

Purple Cow, by Seth Godin

Synopsis:
The world is changing ever more rapidly, and the rules of marketing are no different. The old ways-run-of-the-mill TV commercials, ads in the Wall Street Journal and so on-don't work like they used to, because such messages are so plentiful that consumers have tuned them out. This means you have to toss out everything you know and do something "remarkable" (the way a purple cow in a field of Guernseys would be remarkable) to have any effect at all. You're either a Purple Cow or you're not. You're either remarkable or invisible. Make your choice. What do Starbucks and JetBlue and KrispyKreme and Apple and DutchBoy and Kensington and Zespri and Hard Candy have that you don't? How do they continue to confound critics and achieve spectacular growth, leaving behind former tried-and true brands to gasp their last? Back to Top

How to Win Customers and Keep Them for Life, by Michael LeBouf:

Synopsis:
A hard-hitting, action-ready rewards-and-incentives program for creating a winning sales team. This classic no-nonsense guide is completely revised and updated for today's computer-driven world. It contains everything you need to know about successful selling and--most important of all--how to win customers for life. Back to Top

Microbranding: Build a Powerful Personal Brand and Beat Your Competition by T. Scott Gross

Synopsis:
In an over-marketed, highly competitive age, getting noticed isn't easy. We are drowning in a sea of messages and gasping for attention. Microbranding is the simple process of owning a tiny corner in the mind of someone you want to impress. Microbranding will teach you how to create, build, manage, and protect a powerful personal or local brand. Back to Top

How to Become a Rainmaker: The Rules for Getting and Keeping Customers and Clients, by Jeffrey J. Fox:

Synopsis:
Every one of the author's 50 two-page to four-page chapters contains just one nugget of information more than the preceding section. Back to Top

Selling the Invisible: A Field Guide to Modern Marketing, by Harry Beckwith

Synopsis:
What consumers are primarily interested in today are not features, but relationships. An excellent forum for thinking differently about the nature of services and how they can be effectively marketed. Back to Top

What Clients Love: A Field Guide to Growing Your Business, by Harry Beckwith:

Synopsis:
Valuable lessons about capturing and keeping clients. One-to two-page friendly lecturettes on how to keep your business profitable. Back to Top

The World is Flat: A Brief History of the 21st Century, by Thomas L. Friedman

Synopsis:
The world isn't going to be flat, it is flat. What Friedman means by "flat" is "connected:" the lowering of trade and political barriers and the exponential technical advances of the digital revolution that have made it possible to do business, or almost anything else, instantaneously with billions of other people across the planet. Back to Top

Dragon Spirit: How to Self-Market Your Dream—A Zentrepreneur’s Guide, by Ron Rubin and Stuart Avery Gold

Synopis:
The main thesis is similar to that of any number of books designed to inspire budding entrepreneurs : people should be "one with their dream," and to achieve it, they must "sell the hell out of themselves." Back to Top