<i>Capitalizing on Voice of Customer</i>: The only metric that impacts other metrics…

“Why is customer loyalty and engagement important? The biggest reason is that customer engagement is the only metric that impacts other metrics typically measured by a company. As one industry expert noted, When customer engagement slides, so do a great many other outcomes, including future sales, growth and profit. Obviously, engaged customers are the best customers for a company to have. Eight of ten executives believe their company loses sales each year because of failure to create engaged customers, and 80% say that engaged customers are critical because they recommend products or services.”

Excerpted from ‘Capitalizing on Voice of Customer,’ Published by Allegiance

Allegiance . 185 pp.

Advertising and Promotion: An Integrated Marketing Communications Perspective

Explores how marketers must look beyond traditional media to communicate with consumers in the changing field of advertising and promotion. Describes the shift from conventional methods to implementation of an integrated marketing communications strategy and reviews the promotional tools available to help make the transition.

McGraw-Hill Companies. 67pp. Hardcover. Cost: Varies with seller

Aftermarketing: How to Keep Customers for Life Through Relationship Marketing

Describes all of the processes necessary for customer retention at both large and small businesses. This book comes closer than any other to addressing all the elements of the New Marketing spelled out in this article.A relevant guide for managers, retailers, educators and students, Aftermarketing is applicable to product and services, consumer and industrial markets, and both the profit and non-profit sectors.

Irwin Professional Pub. 300pp. Hardcover. Cost: Varies with seller

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

Ageless Marketing discusses a research project on the aging boomer generation, detailing the core values, buying behaviors, and emotional factors that are unique to the New Customer Majority. With its new research approach in profiling this lucrative market, this book is good for anyone in the marketing industry.

Kaplan Business. 384pp. Hardcover. Cost: $16.50

Best Practices : Building Your Business with Customer-Focused Solutions

Best Practices shares how more than forty best-practices companies focus on their customers, create growth, reduce cost, and increase profts. It focuses on customers and how to involve them in everything from the design of products and services to marketing, selling, and product delivery. This book is good for managers in any business, in any industry.

Touchstone. 240pp. Paperback. Cost: Varies with seller

Consumer Behavior

Consumer Behavior is a textbook that contains 32 short cases that will discues the many aspects of consumer behavior. This book is good for any business professional looking to learn more about consumers.

Prentice Hall. 688pp. Hardcover. Cost: $149.35

Customer Centered Growth: Five Proven Strategies for Building Competitive Advantage

Customer Centered Growth reveals the secrets to company growth by putting the customer at the center of your efforts. Using dozens of case studies, the authors outline five strategies that a company can use to grow no matter what the business conidition.

Basic Books. 336pp. Paperback. Cost: $18.00

Customer Connections: New Strategies for Growth

Customer Connections discusses information and knowledge management technologies to connect with customers in a new way. This new model fosters collaboration and playing the right role in supply and demand chain. This book is good for any salesperson.

Harvard Business School Press. 267pp. Hardcover. Cost: $29.95

Customer Equity: Building and Managing Relationships As Valuable Assets

The authors explain the strategies and tactics that make customer equity management work. They outline customer equity's three core strategies: customer acquisition, customer retention, and add-on selling. With very detailed how-to chapters this book is good for any business person looking to strengthen the bond between them and their customers.

Harvard Business School Press. 228pp. Hardcover. Cost: $30.40

Customer Inspired Marketing: Change the Game and Become the Brand They Really Love

A former senior level marketing executive at companies such as Macy’s, Eastman Kodak and Bank of America, author Aubryn Thomas has learned why certain brands generate energized reactions from customers and how these brands remain profitable by out-thinking the competition instead of overspending. In "Customer Inspired Marketing," Thomas has created an 8-step plan for companies to follow in order to create a successful marketing/branding campaign.

AuthorHouse. 148. Paperback.

Customer Loyalty: How to Earn It, How to Keep It, New and Revised Edition

Customer Loyalty explores the true meaning of customer loyalty and how to acheive it. Author, Griffin, outlines the seven stages of customer affinity and offers strategies for recognizing which fustomers have the potential to become a company's advocates. This book is helpful for business people in small or large product or service based companies.

Jossey-Bass. 272pp. Paperback. Cost: $15.61

Customer Relationship Management Systems: ROI and Results Measurement

Customer Relationship Management Systems is an overview of author, Petersen's, experience in the field of strategic planning and the implementation of automation projects. This book will show you how to identify sources of justification for you project, determine readiness of your organization for the initiative, and much more.

Strategic Sales Performance. 161pp. Paperback.

Customer Service Over the Phone: Front Line Strategies for Handling Irate Customers

This book deals with an important portion of the fulfillment process: what to do when things go awry. Short, breezy, readable.

CMP Books. 144pp. Paperback. Cost: $13.46

Customers Mean Business: Six Steps to Building Relationships That Last

Through the example to the Unixyx Corporation, Customers Mean Business, explores the attention and care customers need in order to keep buying from a company. With a helpful six stage process called "Customerize," this book is good for anyone looking to get on the cutting edge of customer service.

Perseus Books. 212pp. Hardcover. Cost: currently only avaible through amazon sellers

Emotional Branding: The New Paradigm for Connecting Brands to People

Emotional Branding discusses how to access, with intelligence and sensitivity, the true power behind human emotions. It shows how to bring a new level of credibility and personality to a brand by connecting with your consumer.

Allworth Press. 352pp. Hardcover. Cost: $16.47

Enterprise One to One: Tools for Competing in the Interactive Age

This book looks at how new marketing techniques enable companies to build closer relationships with customers.

Currency. 464 pp. Hardcover. Cost: $15.75

Exceeding Customer Expectations

Based on the business practices and history of Enterprise Rent-a-Car, this book focuses on how the company has achieved financial results by creating happy customers, successful business partnerships, and an engaged and motivated workforce. It discusses the relationship between the company's employee satisfaction, retention, and profitability, and shows how Enterprise makes and reinforces those connections.

Currency . 256pp. Hardcover . Cost: $16.47

Friendship Marketing: Growing Your Business by Cultivating Strategic Relationships

This book puts marketing on the most personal, one-to-one level by identifying the elements of friendship and relating them to business relations. Using dozens of real-life examples, the author shows how building relationships is the key to business development and personal fulfillment. It has little to do with technology, but everything to do with sales techniques.

Oasis Press. 187pp. Paperback.

How Consumers Think: Essential Insights into the Mind of the Market

In this book, author Gerald Zaltman builds on research from desciplines as diverse as neurology, sociology, literary analysis, and cognitive science in order to give insight into what happens within the complex system of mind, brain, body and society as consumers contemplate their needs and evaluate their products.

Harvard Business School Press. 352 pp. Hardcover. Cost: $21.75

How to Find and Cultivate Customers Through Direct Marketing

This is for people ready to get serious about implementing a customer-focused direct marketing strategy. The author addresses: building useful databases, using research, developing marketing programs, segmenting markets, and estimating customer value.

McGraw-Hill. 245 pp. Hardcover. Cost: $47.95

How to Turn Customer Service into Customer Sales

How to Turn Customer Service into Customer Sales is a complete handbook to improving your company's customer service. With its step-by-step procedures and easy to follow instructions, this book is beneficial for anyone who deals with research, hiring, training, execution, and follow-up within their company.

Natl Textbook Co Trade. 168pp. Hardcover.

Love Thy Customer: Creating Delight, Preventing Dissatisfaction, and Pleasing Your Hardest-to-Please Customer

Love Thy Customer is a guide to communicating with your customers in a way that goes above and beyond mere "customer satisfaction." This book includes skills and strategies for quickly winning customers over, avoiding problems, preventing customer dissatisfaction, and much more.

McGraw-Hill. 272pp. Hardcover. Cost: $14.78

Manage Globally, Sell Locally: The Art of Strategic Account Management

Manage Globally, Sell Locally addresses the factors that make managing the account relationship different from territory management. It also offers tools to help the account manager measure success or position within the account. This book is best for organizations with an account-focused sales force.

McGraw-Hill. 216pp. Hardcover. Cost: $20.90

Markets of One: Creating Customer-Unique Value through Mass Customization

Markets of One explores mass customization as a recent trend that has swept across the industry. This book is a collection of 10 Harvard Business Review articles that chronicle the evolution of business competition from mass markets to markets of one. This book is good for anyone in any industry.

Harvard Business School Press. 240pp. Hardcover. Cost: $29.95

Mass Affluence: 7 New Rules of Marketing to Today's Consumer

Mass Affluence explores the idea that "Mass Marketing is back" but with a new target and a fresh approach that companies ignore at their paril. Nunes and Johnson argue against the old mass-marketing concepts of the 1950s and outlines seven new rules for capturing this newly discovered ignored market.

Harvard Business School Press. 269pp. Hardcover. Cost: $21.75