Crisis Management: Planning for the Inevitable by Steven Fink is a foundational book on crisis management, offering a detailed guide on how businesses and organisations can anticipate, prepare for, and effectively respond to crises. Fink, a leading expert in the field, argues that crises are not random or unpredictable events but rather inevitable occurrences that organisations must proactively manage. He provides practical strategies to minimise damage, protect reputations, and ensure business continuity during turbulent times.
Complaint Management Excellence: Creating Customer Loyalty through Service Recovery by Sarah Cook is a comprehensive guide that explores the importance of effectively managing customer complaints and using service recovery as a means to build customer loyalty. Cook provides valuable insights, practical strategies, and actionable techniques to help organisations handle complaints with excellence.
To Sell Is Human: The Surprising Truth About Moving Others by Daniel H. Pink is a book that challenges the notion that sales is the domain of a select group of individuals with a specific set of skills. In fact, Pink argues that we are all in sales, as we spend a significant amount of our time trying to move others to our way of thinking, whether we are convincing our boss to give us a raise or persuading our children to clean their room.
"The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service" by Jeff Toister is a practical guide for creating a customer-focused culture within an organisation. The book offers a range of tools and techniques for improving communication, setting service expectations, and building a team of customer service champions.
“Managing for Stakeholders: Survival, Reputation, and Success" by R. Edward Freeman, Jeffrey S. Harrison, and Andrew C. Wicks is a comprehensive examination of stakeholder theory and its application in modern business. The book argues that organisations should prioritise the interests of all stakeholders—not just shareholders—to achieve long-term success and sustainability. This approach, known as stakeholder management, involves identifying, understanding, and balancing the needs and concerns of various groups that are affected by or can affect the organisation.
"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.