What trait do championship poker players and world-class customer service professionals have in common? The ability to reliably read people.

Customer Tells, the innovative new book by bestselling author Dr. Marty Seldman, John Futterknecht, and Ben Sorensen focuses on the key concept of the “tell,” the ability to read mannerisms, to understand what people mean but are not saying, and to respond accordingly. In poker, the “tell” means knowing the cards a competitor holds; in customer service, it means understanding the customer’s subtle ways of communicating how they want to be treated, even if they can’t articulate it.

Seldman, one of the world’s foremost executive coaches and organizational psychologists, uses the principles of Customer Tells in his seminars nationwide. By teaching business professionals of every level how to read tells in customers’ communication styles, body language, dress, questions, reactions, facial expressions, and choices of words, he has increased both their bottom line and employee retention levels.

 

 Ben Sorensen Interview [23:48m]: Play Now | Play in Popup | Download

With straightforward advice and humor, marketing expert Andy Sernovitz will show you how the world’s most respected and profitable companies get their best customers for free through the power of word of mouth.

Learn the five essential steps that make word of mouth work and everything you need to get started using them. Understand the real purpose of blogs, communities, viral email, evangelists, and buzz - when to use them and how simple it is to make them work.

Learn what sparks the irrepressible enthusiasm of Apple and TiVo fans. Understand why everyone is talking about a certain restaurant, car, band, or dry cleaner-and why other businesses and products are ignored. Discover why some products become huge successes without a penny of promotion - and why some multi-million dollar advertising campaigns fail to get noticed.

 

 Andy Sernovitz Interview [19:31m]: Play Now | Play in Popup | Download