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Cover for The Science of Customer Connections

The Science of Customer Connections

Manage Your Message to Grow Your Business

Jim Karrh, PhD, Dorie Clark (Foreword by)


List Price: 16.95*
* Individual store prices may vary.

Other Editions of This Title:
MP3 CD (9/1/2019)
Compact Disc (9/1/2019)


Engaging, practical, and immediately useful for any business and its messengers on how to talk about their business and connect with their customers.

The vast majority of word of mouth happens offline, in everyday conversations. In The Science of Customer Connections, Karrh offers simple concepts plus practical guidance for individual professionals, teams, and complex organizations to be part of those conversations in ways that grow their business.

With clear language and a sense of humor, Karrh guides readers step by step to create:

  • A message that is memorable, interesting to buyers, and built to share
  • A growing set of messengers who include your story in their everyday conversations
  • Management habits that build consistency and scale

Readers will be equipped to engage customers and employees, build trustworthiness, and grow profitably—without necessarily having to change their business model, offerings, pricing, distribution, or people. Instead, they can quickly elevate the way that everyone close to the business talks about it, consistently resulting in stronger cross-selling and upselling of additional products and services, higher customer satisfaction, and more consistent employee engagement.

Inspirational real-world examples are presented from entrepreneurs and career changers, growth companies, and large global organizations.

Praise For The Science of Customer Connections: Manage Your Message to Grow Your Business

“The volume of information we receive every day is staggering! It’s not easy to separate the mindless messages from the mindful ones. Jim’s book helps you break free from the message maelstrom, and win your audience’s hearts and minds." —Lisa Nirell, author of EnergizeGrowth NOW and The Mindful Marketer, CMO success expert, and founder, EnergizeGrowth LLC
— Lisa Nirell

“Fresh, on-point, authentic. Crafting the story that encapsulates your business’ value and managing the way that message is shared everyday can amplify your volume and extend your reach. Jim Karrh offers a fresh look at messaging, backed by research and years of experience, and provides the tools and playbook template that can help your organization’s distinctive voice resonate rather than being lost in background noise. Stop sounding like everyone else and start growing.” –Whitney Johnson, Linkedin 2018 Top Influencer, bestselling author of Build an A Team and Disrupt Yourself
— Whitney Johnson

“In Relationship Economics, I wrote that great business relationships are predicated by great conversations. Great conversations come from a fantastic message that’s well positioned, managed, and proactively communicated to engage and influence others – their thinking and call to action. Jim Karrh’s book is your roadmap, in his interesting, humorous, and insightful manner, to stand up, stand out, and stand beyond the mundane and elevate your presence and business relationships in business conversations.” –David Nour, CEO, The Nour Group, Inc.; bestselling author, Marshall Goldsmith MG100 Member and Adjunct Faculty at the Goizueta Business School at Emory University
— David Nour

“I have coached thousands of professionals in the very competitive world of commercial real estate. One of the keys to success is to build a message that attracts and resonates with ideal clients—and to do so consistently. Those of us who offer high-value products and services can’t afford to be seen as a commodity! Jim’s approach will help you to earn your true value by standing out in everyday business conversations.” —Rod Santomassimo, founder of The Massimo Group and author of Brokers Who Dominate and Teams Built to Dominate
— Rod Santomassimo

"You really need to read Jim Karrh’s book. Every chapter is filled with ideas and examples that will help you be more successful.  I read more than 100 business books a year and would consider this one of the most valuable books I have read in a very long time." —John Spence, leadership and business consultant, coach and author, named by the American Management Association as one of America’s Top 50 Leaders to Watch
— John Spence

“Words matter and influence the effectiveness of messaging. The right words sharpen and improve messaging—amplifying its power in a sea of sound bite noise. Jim Karrh’s timely, humorous, and intelligent book is must reading for leaders trying to distinguish their voice and rise above competitors in communicating efficiently and with impact!” —Toby Hoden, Chief Marketing Officer for several global investment management firms
— Toby Hoden

"With this book, Jim Karrh has taken a lifetime of experience and exploration into the art and science of connecting purposefully, yet meaningfully. Jim has compiled an organized, accessible success guide for smart professionals everywhere. Given that Jim is a man of intelligence and thoughtfulness - someone who walks his talk and knows how to create great conversation experiences—this book is a must-read for those who want to learn how to align their everyday exchanges with the vision and values of their businesses." —Patti DeNucci, author of The Intentional Networker
— Patti DeNucci

“Jim Karrh’s book can unquestionably improve your success. In today’s noisy business environment, your ability to influence clients, teammates, executives, leadership, and boards through agile conversations and communication is a ‘must have.’ Personally, I have witnessed hundreds of technically talented and skilled people neutralize and negate their career potential due to sub-par and/or average messaging approaches. I have also seen other, similarly talented individuals who managed to develop and leverage impactful messaging skills; those people performed better, achieved more, and advanced their careers faster. It is an absolute truth: connecting with others through powerful conversations is key to improved performance and relationship building. This book is a must-read for anyone who aspires.” —Gary Peacock, retired Chairman, President, and CEO of SunTrust Bank South Division
— Gary Peacock

Career Press, 9781632651532, 224pp.

Publication Date: September 1, 2019

About the Author

Jim Karrh, PhD uses his expertise in marketing communications and buyer behavior to help thousands of professionals talk about their businesses more effectively. He has received national and international awards as a researcher, corporate marketing leader, teacher, and columnist. He is also a professional speaker, consultant, and host of The Manage Your Message Podcast. He lives with his wife and children in Little Rock, Arkansas.