Barry has given hundreds of speeches to corporate, student, and entrepreneurial audiences of 20 to 20,000. He makes friends with his listeners and delivers the straight stuff in a direct, humorous, and occasionally irreverent manner using real life business examples and personal tales.
BAM! Delivering Customer Service in a Self Service World.
Customer service has been turned upside down by the self-sufficiency and immediacy of buying products on the Internet. Our self-help culture has been transformed into a self-service world with customers able and willing to do much more for themselves. At the same time, customers are becoming accustomed to the personalized benefits that we experience online through Web-based buying experiences that can be automatically tailored to our tastes, buying patterns and desires. The bar for customer service has been raised in our self-service economy
BAM ! is a no nonsense approach that teaches companies why they still need to deliver effective customer service in this self-service world. This book debunks the 20 common myths of customer service – from “The customer is always right” to “Customer service means the same thing to everyone” – myths that too many companies use automatically to run their customer service practices.
“BAM!-good” customer service outlines a tactical approach that shows companies how to make more money and help their customers always feel more satisfied. BAM teaches:
• How to Bust 20 Myths of Customer Service that Hold You Back.
• A Formula to Determine the Economic Value Each Customer Contributes.
• A Two-Way Customizable Customer Service Manifesto.
• Action Plans for CEOs, Line Managers, and Customer Service Reps.
• How to Get Your Best Customers to Stay and Fire the Harmful Ones.
Conventional business wisdom tells us that there is always something to learn from failure. Not true—sometimes it just stinks! Failure that offers no real learning value becomes a big jolt to the basic business belief system. Both success and failure are simply outcomes in the lifecycle of business where repetition is inevitable and overall process matters far more than any single event or outcome. Barry demonstrates that developing the resiliency to “bounce” through these cycles determines who ultimately will succeed. Using real life business examples, he shows that with true business confidence, we can face our fears, let go of shame and failures, use all our choices, be better risk-takers, and define our own brand of success.
You Need to Be a Little Crazy: The Truth About Starting and Growing Your Own Business
The best way to debunk myths about start-up business is to tell the truth: You have to be crazy to start a business. Entrepreneurs live at the complex intersection of business, financial health, physical well-being, spiritual wholeness, and family life. Tidbits of insight will vaporize isolation, encourage self-reflection, and refresh the spirit of anyone running their own business.
The book was just named one of the Best Business Books of All Time for Entrepreneurship.