Paul B. Brown – författare

In this completely revised and updated edition of the customer service classic (more than 600,000 copies sold), Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world.Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including:• Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge• No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them?• Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve • Borrow, borrow, borrow: Sewell, for example, learned about hospitality from Japanese culture, cleanliness from Disney, and politeness from his mother.

Imagine if you could identify your business’s most profitable customers, craft a better marketing strategy to communicate with them, and inspire them to buy more? Well now you can. And the best part is that you can do it using the data you already have.Today, everything we do creates data, and the volumes are enormous.  Virtually every time someone views something online, enters search on Google, or even surfs the web on a smart phone, another chunk gets added – in real time - to the multibillion gigabyte (and growing) trove of data that can help us better understand and predict consumer behavior.  We no longer need expertise in math or statistics or even expensive modeling software to get the most out of all these revealing consumer insights.  A revolution in data analysis is underway, and the methods and tools for aggregating and analyzing this “data deluge” are suddenly far simpler, less expensive, and more precise than they were.  In this book – the first of its kind – Dimitri Maex, Managing Director of global advertising agency OgilvyOne New York and the engine behind the agency’s global analytics practice, reveals how to turn your data - those sexy little numbers that can mean more profit for your business – into actionable strategies that drive real growth and revenues.  And he can show you how to do it at virtually no cost. In his clear, easy-to-understand style, he explains how to:

  • Identify which customers are most valuable, which have the most potential to be valuable, which are most likely to buy more in the future, and which are not worth targeting.    • Allocate your marketing assets in the best possible way and pinpoint the outlays that will generate the highest possible returns.    • Figure out precisely which communication or media brought a customer to your company’s web site and what that customer will do once she arrives.    • Predict which products or services customers will want in the future.    • Learn which customers are preparing to defect to the competition and how to stop them.    • Determine which customers buy your product because it is perfect for their needs, which ones purchase because they liked your ad, which ones chose you because of an appealing price, and which ones came to you through word-of-mouth…or some combination of all these  factors.    • Drill your geographic targeting down to the regional, zip code, and even neighborhood level.    • Optimize your web presence to get the maximum return from search.

A must read for marketers striving to get the biggest ROI on their advertising dollars, small business owners eager to grow faster, researchers needing a consumer in mind for whom to create new products or services, those in finance responsible for growing the bottom line, and even creatives looking for feedback to help them improve their output, Sexy Little Numbers is THE essential tool not just for math nerds and number crunchers, but for anyone wishing to use the data at their fingertips to grow their business and increase their profits dramatically.http://sellorelse.ogilvy.com/sexy-little-numbers

Brand New’s revolutionary innovation process is a proven road map you can put to work immediately to create successful new products, services, and business models. Written by leading innovation practitioners, and the coauthor of the bestseller Customers for Life, the authors of this tightly focused, highly entertaining book have nailed the issue perfectly when it comes to successfully introducing anything new. Research shows people like new products and services. Indeed  they go out of their way to try to find them. Yet companies are truly terrible at providing new products and services that meet these customers’ needs.Why are companies so bad at giving customers what they want? Because they lack a simple proven process that makes sure innovation occurs efficiently time after time.No one knows this better than Mike Maddock and his team at Maddock Douglas, the Agency of Innovation,™ which has worked closely with more than a quarter of Fortune 100.To solve the innovation paradox, Maddock explains the process his team has used to help the world’s best companies and shows you  how to Find needs and opportunity in the marketplaceCome up with significant market insightsCreate compelling communication (using the actual words your customers use) to convince people to try your new creationWhat has worked for some of the world’s most successful companies, when it comes to innovation, will work for you. Start putting the lessons of Brand New to work for you…before the competition does.

"Any number of books explain "how to write a book," but getting a book published is the hard part. Aside from talent, writers need a strategy for distinguishing their efforts from countless others. (No, don't use pink paper.) Paul B. Brown has been an author on a dozen books with sales totaling more than 2 million copies. So you could say he knows what it takes. In Getting Published, Brown offers a straightforward approach to test-marketing book ideas, creating strong proposals, reaching the right editors and agent, and more. Equally important, he provides inside tips for how to become an integral part of the publisher's marketing and sales efforts. The book also gives pointers on nontraditional arrangements such as self- and subsidy-based publishing. The book's many valuable tools include sample contract language, a fully annotated book proposal, and exercises to help authors identify what they may be doing right and wrong. With abundant humor and unparalleled insight, Brown debunks the myths and misconceptions in favor of trustworthy and effective advice."

Marketing, when you boil it all down, deals with just two things: figuring out who you want to sell to and then determining how you are going to get them to buy your product, service, or idea. In Relevance: The Power to Change Minds and Behavior and Stay Ahead of the Competition, Andrea Coville, who heads a global marketing and public relations agency, successfully showed us how to get today's busy, distracted consumers to buy. Booklist called Relevance "e;a thought-provoking guide to success in today's noisy communications world."e;Here, in her follow-up work, Coville's focus is on helping you create Relevance in our current moment of uncertainty caused by the pandemic, social unrest, and ever-increasing technological change. She lays out, in step-by-step fashion, what you need to do and how to do it. And Coville also provides numerous case studies-profiling large global companies, smaller firms, nonprofits, and universities-who have created Relevance successfully. It has never been more difficult to get people to listen to what you have to say. Coville explains why you have to create deep, lasting, and mutually satisfying relationships with the people who keep you in business-and then she shows you how to do it. By the time you are done reading, you will have a series of strategies that have been proven to work when it comes to changing minds and behavior, strategies that will help you stay ahead of the competition. You will also be able to craft an effective marketing strategy that will allow your message to reach today's busy, distracted customers (a description that fits just about everyone you are trying to reach). As Richard Cote, executive director for Advancement at the Thayer School of Engineering at Dartmouth, correctly points out: "e;Whether you work for an Ivy League college, a nonprofit organization, or a for-profit enterprise, there is one common thread and path to success: people relationships. That means understanding the needs, the hopes, the aspirations of people and making those come alive in the services and products you represent. Andy's book on Relevance nails this point crisply. You can have the best offering in the world, highly designed and expertly targeted, but without a real, relevant connection to people, it will go nowhere. Her book provides a step-by-step program on not only building relevance to your audiences or customers but sustaining and expanding it. The book, Creating Relevance in a Time of Uncertainty, provides both the diagnosis and the prescription with well-articulated cases and proven methodology. It's a must-read for leaders who seek the people-centered 'secret sauce' that differentiates your organization or enterprise and propels it forward in the midst of tough competition and global economic and pandemic headwinds."e;

Brand New’s revolutionary innovation process is a proven road map you can put to work immediately to create successful new products, services, and business models. Written by leading innovation practitioners, and the coauthor of the bestseller Customers for Life, the authors of this tightly focused, highly entertaining book have nailed the issue perfectly when it comes to successfully introducing anything new.

Research shows people like new products and services. Indeed  they go out of their way to try to find them. Yet companies are truly terrible at providing new products and services that meet these customers’ needs.

Why are companies so bad at giving customers what they want? Because they lack a simple proven process that makes sure innovation occurs efficiently time after time.

No one knows this better than Mike Maddock and his team at Maddock Douglas, the Agency of Innovation,™ which has worked closely with more than a quarter of Fortune 100.

To solve the innovation paradox, Maddock explains the process his team has used to help the world’s best companies and shows you  how to

Find needs and opportunity in the marketplace Come up with significant market insights Create compelling communication (using the actual words your customers use) to convince people to try your new creation

What has worked for some of the world’s most successful companies, when it comes to innovation, will work for you. Start putting the lessons of Brand New to work for you…before the competition does.

Brand New’s revolutionary innovation process is a proven road map you can put to work immediately to create successful new products, services, and business models. Written by leading innovation practitioners, and the coauthor of the bestseller Customers for Life, the authors of this tightly focused, highly entertaining book have nailed the issue perfectly when it comes to successfully introducing anything new.

Research shows people like new products and services. Indeed  they go out of their way to try to find them. Yet companies are truly terrible at providing new products and services that meet these customers’ needs.

Why are companies so bad at giving customers what they want? Because they lack a simple proven process that makes sure innovation occurs efficiently time after time.

No one knows this better than Mike Maddock and his team at Maddock Douglas, the Agency of Innovation,™ which has worked closely with more than a quarter of Fortune 100.

To solve the innovation paradox, Maddock explains the process his team has used to help the world’s best companies and shows you  how to

Find needs and opportunity in the marketplace Come up with significant market insights Create compelling communication (using the actual words your customers use) to convince people to try your new creation

What has worked for some of the world’s most successful companies, when it comes to innovation, will work for you. Start putting the lessons of Brand New to work for you…before the competition does.

Today when the competition, technology, and the economy are evolving faster than ever before, organizations and the people like us who work in them need a proven approach to help us adapt--and succeed. The key, according to Paul B. Brown, is to think like an entrepreneur, no matter what your position or industry.  What works for the most successful entrepreneurs will work for us, Brown argues, whether we want to stay employed working for someone else or are thinking of going off on our own.  Based on extensive research, Entrepreneurship for the Rest of Us reveals the best practices of the most successful entrepreneurs, those who are adept at continually innovating and seeing opportunity where others do not.  They do that by following a rigid approach. For example:  They never start with a new idea, but by trying to solve a market need. Financing is an afterthought. They get started with the resources at hand (not only does that allow them to move quickly, if things don''t work out, they are not out much). Perfect is the enemy of good, it is much more important to get out into the marketplace with a prototype than to keep fiddling with what you have. In short, the entrepreneurial mindset is a protection against economic uncertainty, and Brown''s goal is to spread that thinking to individuals and large organizations alike.  Though of course we won''t all start or run our own companies, we need to learn to think like entrepreneurs so that when uncertainty hits, as it will again and again, individuals and companies will be better prepared to not only survive but win.

Today when the competition, technology, and the economy are evolving faster than ever before, organizations and the people like us who work in them need a proven approach to help us adapt--and succeed. The key, according to Paul B. Brown, is to think like an entrepreneur, no matter what your position or industry.  What works for the most successful entrepreneurs will work for us, Brown argues, whether we want to stay employed working for someone else or are thinking of going off on our own.  Based on extensive research, Entrepreneurship for the Rest of Us reveals the best practices of the most successful entrepreneurs, those who are adept at continually innovating and seeing opportunity where others do not.  They do that by following a rigid approach. For example:  They never start with a new idea, but by trying to solve a market need. Financing is an afterthought. They get started with the resources at hand (not only does that allow them to move quickly, if things don''t work out, they are not out much). Perfect is the enemy of good, it is much more important to get out into the marketplace with a prototype than to keep fiddling with what you have. In short, the entrepreneurial mindset is a protection against economic uncertainty, and Brown''s goal is to spread that thinking to individuals and large organizations alike.  Though of course we won''t all start or run our own companies, we need to learn to think like entrepreneurs so that when uncertainty hits, as it will again and again, individuals and companies will be better prepared to not only survive but win.

Today when the competition, technology, and the economy are evolving faster than ever before, organizations and the people like us who work in them need a proven approach to help us adapt--and succeed. The key, according to Paul B. Brown, is to think like an entrepreneur, no matter what your position or industry.  What works for the most successful entrepreneurs will work for us, Brown argues, whether we want to stay employed working for someone else or are thinking of going off on our own.  Based on extensive research, Entrepreneurship for the Rest of Us reveals the best practices of the most successful entrepreneurs, those who are adept at continually innovating and seeing opportunity where others do not.  They do that by following a rigid approach. For example:  They never start with a new idea, but by trying to solve a market need. Financing is an afterthought. They get started with the resources at hand (not only does that allow them to move quickly, if things don't work out, they are not out much). Perfect is the enemy of good, it is much more important to get out into the marketplace with a prototype than to keep fiddling with what you have. In short, the entrepreneurial mindset is a protection against economic uncertainty, and Brown's goal is to spread that thinking to individuals and large organizations alike.  Though of course we won't all start or run our own companies, we need to learn to think like entrepreneurs so that when uncertainty hits, as it will again and again, individuals and companies will be better prepared to not only survive but win.

Today, when companies and customers are faced with an infinite number of messages, the word "relevance" has taken on a new meaning and dimension. We know that relevance matters, but what does that mean exactly? Andy Coville guides leaders and executives toward the realization that if they can focus on a single, guiding principle--a magnetic one--that permeates their brand or company, customers will not only engage but change thinking and behavior in turn. Relevance takes us through the dimensions of relevance--both qualitative and quantitative--in order to find the starting point on the Relevance Scale: where we are and where to go from here. The book walks the reader through the elements of staying relevant as well as the circumstances that contribute to establishing a relevance platform. The author offers many examples as well as explaining messaging strategies.  Whether you are working with a consumer product, a nonprofit, or a B2B company, Andy Coville believes you, your brand, or your company have the power to change and influence behavior and make an impact.

"Das Buch ist eine praxisnahe Lektüre, die jedem zu empfehlen ist, der sein Umternehmen für den Dienst am Kunden fit machen will."Handelsblatt"Kunden fürs Leben" ist genauso anspruchsvoll und nüchtern wie einfach und amüsant. Hinter diesem Ratgeber zum Thema Kundenbindung verbirgt sich eine ausgereifte Theorie über Management und Service. Carl Sewell gibt provozierende Ratschläge für das Führen eines Unternehmens, beschreibt seine individuelle Art des Qualitätsmanagements und macht deutlich, wie er in seinem Unternehmen ständige Verbesserungen durchsetzt. Die Themen reichen von der Bezahlung der Mitarbeiter bis zur Gestaltung der Kundentoiletten. Sein oberstes Ziel, dem alles andere untergeordnet wird, ist die langfristige Kundenzufriedenheit. Carl Sewell und seine 250-Millionen-Dollar-Firma sind der beste Beweis für die Gültigkeit seines Konzepts. "Kunden fürs Leben" ist eine Goldmine an guten Ideen."In diesem Buch versteckt sich nichts Geringeres als eine voll ausgereifte Theorie über Management und Kundenservice. Jedes Unternehmen könnte davon profitieren."Tom Peters