The Customer Experience Book: How to Design, Measure and Improve Customer Experience in Your Business by Alan Pennington is a comprehensive guide to understanding, designing, and improving the customer experience. The book describes the importance of putting yourself in the customer's shoes and understanding their needs and preferences in order to create a positive customer experience that fosters loyalty and repeat business.
Surrounded by Idiots by Thomas Erikson is a book about understanding different communication and behavioural styles, and how to communicate effectively with people who have different styles than your own. Erikson presents his ideas using the DISC model, which categorizes people into four different communication styles: Dominant, Influencing, Steady, and Conscientious.
"5 Star Service: How to Deliver Exceptional Customer Service" by Michael Heppell is a comprehensive guide that explores the principles and strategies behind providing outstanding customer service. Heppell's book goes beyond the basics, aiming to empower individuals and organisations to elevate their customer service practices to a level that not only meets but exceeds customer expectations.
“Bribery Law and Practice” is a comprehensive guide to the laws and practices related to bribery in the UK. The book is authored by Monty Raphael QC, a leading criminal defence barrister with extensive experience in representing clients in high-profile corruption cases. The book is designed to be a practical guide for lawyers, businesses, and individuals dealing with bribery and corruption issues.
"Quiet: The Power of Introverts in a World That Can't Stop Talking" by Susan Cain is a ground-breaking book that challenges the notion that extroversion is the only path to success in life and the workplace. The book draws on extensive research in psychology, neuroscience, and other fields to explore the unique strengths and challenges of introverts and provides valuable insights and strategies for achieving success and happiness as an introvert in a world that often favours extroversion.
"The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World" is a book written by John R. DiJulius III, a leading expert on customer service and the founder of The DiJulius Group, a consulting firm that helps businesses improve their customer experience. In the book, DiJulius provides a step-by-step guide to creating a customer-centric business and revolutionising the way companies approach customer service.