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Why People Buy Things They Don't Need : Understanding and Predicting Consumer Behavior

Kaplan Business, 2004

Within the past decade, the way consumers shop has undergone dramatic change; more options are now available, including the ease of shopping from home via the Internet. Beyond that, a dramatic shift has occurred—thanks in part to the drop in cost in buying essentials, discretionary purchases have taken the lead.

Today, emotional...

Strategies That Win Sales : Best Practices of the World's Leading Organizations

Kaplan Business, 2005

Today's complex selling environment has altered the definition of what it takes to be truly successful. Companies need to do more, more, more: grow more revenue, add more customers, and utilize more marketing channels. Sales performance consultants Mark Marone and Seleste Lunsford, and the team at AchieveGlobal, identified 17...

Strategic Negotiation : A Breakthrough Four-Step Process for Effective Business Negotiation

Kaplan Business, 2004

We all know that the business environment changes every day. But the radical shift that’s taken place in negotiating in recent years is so substantial that it requires an equally radical shift in thinking. Looking at negotiation as a series of tactics simply won’t work anymore. The only way you can meet the challenges of negotiating...

Beyond the Brand : Why Engaging the Right Customers is Essential to Winning in Business

Kaplan Business, 2004

Branding reached its zenith in the dot-com era, when as much as 90 percent of the venture capital raised by start-ups was budgeted simply to establish corporate identity and earn a spot in the public’s awareness. Since then, however, it’s become increasingly clear that companies were approaching things backwards. And so the time has...

Art of Client Service

Kaplan Business, 2003

With brevity, levity, and clarity, Robert Solomon, a well-respected advertising executive, has written a definitive and practical resource for advertising and marketing account executives. Writers, planners, researchers, and production supervisors will benefit as well from his down-to-earth advice on the care and feeding of the advertising client....

Service Magic: The Art of Amazing Your Customers

Kaplan Business, 2003

Service Magic is not about creating illusions. It is a powerful book that applies the art and skill of stage magic to the creation of a service experience that seems magical. What does that look like? When the service you receive leaves you with a smile on your face and a story to tell, you have just...

The Essential New Manager's Kit

Kaplan Business, 2003

If you are a new manager, you know that stepping onto the management career ladder means added responsibilities, heavy workloads, new business challenges, and high expectations. These certainties, combined with little training or formal management education, can make for dramatic workplace pitfalls.

This essential go-to reference is...

Ageless Marketing: Strategies for Reaching the Hearts and Minds of the New Customer Majority

Kaplan Business, 2003

Today's richest market is the New Customer Majority: middle-aged and older adults who make up the biggest percentage of the buying public. Never before have adults 40 years and older been in the majority. Understanding this population and persuasively selling to it require a new kind of marketing research arsenal.

In...

Why Service Stinks...and Exactly What to Do About It!

Kaplan Business, 2003

Customer service expert T. Scott Gross surveyed 10,000 very vocal consumers and talked one-on-one with service people around the globe with the hope of creating a psychological profile of the perfect customer service employee.

Gross’s new book Why Service Stinks contains the results of his research along with studies from...

The Relationship Advantage: Become a Trusted Advisor and Create Clients for Life

Kaplan Business, 2003

In their new book, The Relationship Advantage: Become a Trusted Advisor and Create Clients for Life, consulting experts Tom Stevenson and Sam Barcus urge executives to concentrate on trust and share their insights into building it, sustaining it, translating it into profitable customer relationships.

...

Selling with Emotional Intelligence

Kaplan Business, 2003

In today's ultra-competitive business environment, it's not enough for sales professionals to be adept at technical and tactical skills such as getting appointments, making presentations, and closing deals. To really succeed, they must develop and apply their relational skills-or what is known as emotional intelligence-to help them connect with...

Financing Secrets of a Millionaire Real Estate Investor

Kaplan Business, 2003

In 1991, I made my first attempt at financing an investment property through creative means. With a lot of guts and a little knowledge, I made an offer that was accepted by the seller. I tendered $1,000 as earnest money on the sales contract, then proceeded to try to make the deal work. I failed, lost my $1,000, but I learned an important...

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