UnSelling is about everything but the sell. We put all of our focus on the individual purchase transaction, while putting the rest of our business actions second. We've become blind to customer service, support, branding, experiences and even product quality. Sixty percent of a purchasing decision is made before a customer even contacts you. We have funnel vision, and it needs to stop. Unselling is about the big picture: creating repeat customers, not one-time buyers. Create loyal clients that refer others, not faceless numbers. Becoming the go-to company for something, before they even need you. You don't need social media, but you can be connecting with your clients socially. Your video doesn't have to be viral in front of a million people, just contagious in front of your specific market. Content, connection, engagement. It's time to separate from the pack of noise. It's time to UnSell.
SCOTT STRATTEN & ALISON KRAMER are cohosts of not only The UnPodcast, but five children, two dogs and two cats. This is their fourth bestselling book together, which represent their thoughts on the changing world of business through their experiences of entrepreneurship, two degrees (Alison), not lasting long as an employee (both) and screaming at audiences around the world (Scott, Alison is more polite). They were put on this earth to remind the world that not all Canadians are passively polite. Businesses like PepsiCo, Saks Fifth Avenue, Cirque du Soleil and others have been brave enough to want their advice, to the point that Scott has been named one of the Top 5 Social Media Influencers in the world by Forbes.com. They now spend their time keynoting conferences around the world and realize they rank 10th and 11th in order of importance in their home.
1 UnSelling 1 2 Joshie Is Branding 3 3 Funnel Vision 11 4 Remedies for Funnel Vision 16 5 Pulse 18 6 Air Canada versus WestJet 21 7 External Pulse Factors and Trends 26 8 Our Return Policy Is for You Not to Return 31 9 Taking the Customer Pulse 35 10 Are You in the Customer Tolerating Business? 39 11 Internal Factors and AIM 42 12 Aspiring to Be a Jedi 44 13 Information 51 14 Motivation 55 15 Why Boston Will Have Fewer Check-Ins 60 16 Brand Flatline: It s Not Me; It s You. 63 17 Avoid the Brand Attack 66 18 The Three Types of Pulse We Need to Pay Attention To 70 19 The Game of Loyalty 72 20 What Really Matters in Branding 77 21 The Pulse of an UnAwesome Industry 81 22 Flying the Kite of Community 84 23 Taking My Pulse 88 24 Big Ass Chapter 95 25 Direct versus Moral Offense 99 26 Offensive Real Estate 101 27 The Moral Offense 103 28 The Politics of Engagement 107 29 Insubordinate Customers 112 30 Outrage Outreach 115 31 The Impenetrable Brand 119 32 Pivot 122 33 Hiring at Rock Bottom 125 34 From the Walkman to the iPod 128 35 Why I Didn t Invent Spanx 131 36 What Happens When You Pivot and No One Notices? 134 37 Netflix versus Blockbuster 137 38 The Secret World of Book Publishing 140 39 Crowdfunding 145 40 Customer Reviews: The Good, the Bad, and the Future 152 41 Beware of Mountain Climbers Who Sell Equipment 158 42 Social Media by the Dozen 161 43 What Really Matters in Social 168 44 Who Polices the Police Presentations? 171 45 How Not to Apologize 173 46 Lack of Tartar Sauce Tact 178 47 Your Community Is an Allen Key 180 48 Return the Brand High Five 184 49 Stopping the Share 188 50 The Value of a Read: AKA Sensational Headlines Are Evil 194 51 Avoid the Cleanse: How to Keep Your Subscribers 198 52 Should You Trade in Trade Shows? 204 53 What Really Matters in Speaking 207 54 What Really Matters in Podcasting 209 55 What Really Matters in Blogging 211 56 Company-Created Community 215 57 Up the Customer Creek 217 58 Passive versus Active Exposure 220 59 The Inner Social Circle 223 60 Social Media Success Is None of Your Brand s Business 226 61 Conclusion 228 Index 231
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