Customer Service ​Video Links Collection
​Compiled by Andrew Gibbons

Customer Service

Understanding Customer's Needs
00:02:09

Five Steps to Improving Customer Satisfaction
00:03:20

What if your local pub was run like a bank?
00:02:12

Customer Service Training Video
00:04:00

So You want to be Customer Centric?
00:03:02

What is Customer Relationship Management?
00:04:29

How to Create Loyal Customers
00:03:06

The dos and don’ts of sales success  
00:05:27

Fifteen Steps to Great Customer Service
00:03:19

​Four steps to creating a culture of customer service excellence
00:05:13

When to Disappoint Your Customers
​00:05:25

Three Top Tips for Customer Service
​00:05:32

Dealing with Difficult Customers
​​00:06:12

Customer Service Philosophy
​​00:06:15

Customer Service Secrets
​​00:06:14

What to do when customer service goes wrong
​​00:06:27

Six ways to get an angry customer to back down
​​​00:07:17

From Terrorist to Apostle – dealing with customer complaints
​​​00:08:38

A Great Story Around Customer Service Recovery 
​​00:08:58

Pike Place fish market how it all stated – the importance of clarity of purpose
​​00:09:14

How culture and leadership impact on customer service 
​​​00:09:15

Why Customer Service Matters More Than Your Product 
​​00:09:42

Rick Coles interviews Jan Carlzon 
​​00:09:52

The Five Core Principles of Customer Service
​​00:09:54

How to Create Raving Fans
​​00:10:00

The LAST Customer Service Model
​​00:10:12

Customer loyalty – narrated slideshow
​​00:10:16

Creating a customer-centric business 
​​00:10:37

Why CRM Fails and How to Fix It 
​​00:10:59

Peter Fader on customer centricity and why it matters
​​​00:12:05

David Bequette: The Customer Revolution in Customer Service
​​00:12:12

RESPECT Model – Paul Marciano
​​00:12:24

The 7 Essentials of Customer Service
​​00:12:27

The Customer Experience: Are We Measuring the Right Things? 
​​00:13:12

Understanding Your Customer’s Minds 
​​00:14:09

​

Net Promoter Score Videos

Step 2: Know what drives your Net Promoter Score
​​00:02:24

Turn Customers into Promoters 
​​00:02:50

​Step3: From the Top – Net Promoter Score Leadership
​00:03:01

The Net Promoter system on a napkin 
​​00:03:07

A Dynamic illustration of Net Promoter Score
​00:03:09

Step 4: How to Systematise Your Net Promoter Score Programme
​00:04:00

Step 1: Explaining Net Promoter Score
​00:04:05

Charles Schwab Net Promoter Score Case Study 
​00:05:36

Three keys to growing your business with Net Promoter Score​
​00:05:48

Let’s talk about net promoter score
​00:06:37

Chris Byrne Talks About Net Promoter Score
​00:06:51

Net promoter application: How Charles Schwab Closes the Customer Feedback Loop
​00:08:04

What is Net Promoter Score?​
​00:08:05

Fred Reichheld explains how best to use the Net Promoter Score system​
​00:08:27

How to Improve NPS Without Focusing on the Score
​00:10:05

Rob Markey on the Net Promoter Score​
​00:15:49

Sales Videos

Eight Types of Sales People
​00:02:32

The ABC of Persuasion  in a Sales Context
​00:03:13

What is a Value Proposition? Part one
​00:03:13

The AIDA Sales Model 
​00:04:06

Closing Techniques and The Close 
​00:04:20

Closing Techniques and Handling Objections
​00:00:49

Sales Excuses
​00:05:00

How to Close a Sale –Five Reasons Clients Don’t Buy
​00:05:03

Selling is Hard Work
​00:05:05

What is Value?
​00:05:24

The Do's and Don’ts of Sales Success
​00:05:27

Brian Tracy: Closing the Sales – 9 Common Objections
​00:06:29

Brian Tracy: How to Improve Sales -  Part two
​00:07:34

Creating a KIller Value Proposition - Part One
​00:07:56

Brian Tracy: How to Improve Sales -  Part One
​00:07:58

Creating a KIller Value Proposition - Part Two
​00:08:16

First Meeting with Client
​00:08:23

The Challenger Sales Person: Strategic Selling Framework
​00:10:42

Techniques for Closing the Sale
​00:11:37

Matt Dixon high quality webinar – the ‘challenger sale’
​00:30:08

Marketing Videos

Tom Peters – The Two Most Underserved Markets
​00:04:06

The Sigmoid Curve
​00:04:07

The Value Proposition Explained
​00:04:38

Great brands don’t chase trends – Harvard Business interview
​00:05:04

Launching a Brand
​00:05:27

How To Grow Sales profitably?
​00:05:53

Fashioning a New Business Model for a New Age
​00:06:07

Why Brands Need a Clear Promise 
​00:06:36

Philip Kotler on marketing strategy​
​00:06:14

Discover the forces behind customer loyalty​
00:06:19

 The 7 ‘p’s of the marketing mix​
​00:06:23

Designing a winning marketing strategy
​00:06:48

Consumer Behaviour
​00:07:01

Segmentation targeting and positioning​
​00:13:05

Stan Maklan: CRM why it fails, making it work
​00:07:11

The Boston matrix 
​00:07:26

The four components of a marketing strategy​
​00:08:14

Ethical behaviour in marketing ​
​00:06:14

Out think the opposition – the IDEAS model​
​00:08:30

The product life cycle​
​00:08:54

The fundamentals of marketing​
​00:09:05

Analysing the marketing environment​
​00:09:12

The perfect marketing system​
​00:09:28

Frederick Reichheld – loyalty leaders
​00:09:38

The new consumers: who are they and what do they want?​
​00:09:43

Overview of marketing​
​00:09:46

Frederick Reichheld: loyalty rules
​00:09:50

A short introduction to marketing​
​00:10:05

Lessons from new product launches​
​00:11:03

Tom Peters on marketing to women
​00:11:11

Marketers struggle to measure ROI 
​00:11:25

Customer psychology in a recession​
​00:11:37

David Bequette: The customer revolution in customer service​
​00:12:12

How do you do market segmentation?​
​00:12:37

Marketing research and information systems​
​00:12:49

Branding and packaging decisions​
​00:14:17

Developing new products
​00:13:29

Services: marketing the intangible product​
​00:14:36

The product life cycle ​
​00:14:41

Pete Fader – finding and rewarding your best customers ​
​00:15:10

Pricing concepts for establishing value​
​00:15:26

How to build a brand like Corona​
​00:13:13

Developing marketing strategies and a marketing plan​
​00:13:24

Understanding your customer’s minds ​
​00:14:10

Supply chain management
​00:15:02

How the Boston Matrix works​
​00:15:07

What is market segmentation?​
​00:15:46

How to calculate net present value​
​00:16:01

Steve Jobs – 1991 Apple internal marketing briefing​
​00:18:11

Customer loyalty programmes – why bother?​
00:18:47

How to get your ideas to spread​
​00:18:58

The four stages of customer interaction​
​00:19:24

The marketing mix​
​00:19:56

Extensive interview with Dave Power and his automotive surveys​
​00:22:54

The four principles of marketing – Brian Tracy​
​00:24:48

Can we better understand customers?​
00:50:24

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