The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi is a book that aims to provide businesses with strategies to create an effortless customer experience that increases customer loyalty and satisfaction. The authors conducted extensive research on customer interactions with various companies and analysed the data to identify what drives customer loyalty and satisfaction.
Scott Berkun’s Making Things Happen: Mastering Project Management is a refreshing and insightful guide that moves beyond traditional project management theories and focuses on practical, real-world strategies for leading successful projects. Unlike rigid, methodology-heavy project management books, Berkun’s work is based on his experiences as a project manager at Microsoft. He provides actionable insights on leadership, decision-making, communication, and problem-solving—all crucial skills for getting things done effectively.
“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.
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.
In Dealing with Difficult Customers: How to Turn Demanding, Dissatisfied, and Disagreeable Clients into Your Best Customers, author Noah Fleming provides valuable insights into how to effectively handle challenging customer interactions. The book is divided into three sections, each focusing on a different aspect of dealing with difficult customers.
What Color Is Your Parachute? 2024 is the latest edition of Richard N. Bolles' globally acclaimed career guidebook, offering practical, actionable advice for job seekers in today’s dynamic and challenging job market. Known for its hands-on approach and innovative exercises, the book empowers readers to identify their career goals, navigate the job search process, and successfully secure employment. This updated edition integrates new insights, reflecting changes in the labour market, technology, and hiring practices post-pandemic.