"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.
"How to Wow" by Adrian Swinscoe is a customer service and experience guide that provides practical insights and strategies for businesses to create remarkable customer experiences effortlessly. The author, drawing on his extensive experience in customer service, outlines 68 actionable ways to enhance the customer journey and leave a lasting positive impression.
Crucial Conversations: Tools for Talking When Stakes Are High by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler is a book about how to have productive and effective conversations when the stakes are high, emotions are strong, and opinions differ. The book provides readers with tools and techniques for handling challenging conversations in both personal and professional settings.
Thinking, Fast and Slow is a book by Nobel Prize-winning economist and psychologist Daniel Kahneman. The book provides a detailed exploration of the two systems of thinking that govern human decision-making and judgment.
"Leading the Customer Experience" by Sarah Cook is a comprehensive guide for organisations aiming to deliver exceptional customer service and create long-lasting customer loyalty. Cook emphasises that in today’s highly competitive market, providing an outstanding customer experience (CX) is not just a differentiator but a necessity for businesses to thrive.
Meeting Architecture: A Manifesto by Maarten Vanneste is a revolutionary guide for designing meetings that are highly engaging, efficient, and productive. Vanneste introduces a comprehensive methodology known as Meeting Architecture that focuses on the design and structure of meetings rather than the content or topics discussed. The book’s main premise is that meetings, whether in business or other contexts, are often poorly structured and waste valuable time. By applying meeting design principles, Vanneste argues, meetings can be transformed into meaningful experiences that lead to effective decision-making, enhanced collaboration, and a clear focus on outcomes.