Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back, and Tell Everyone They Know by Jeffrey Gitomer is a book that challenges the traditional notion of customer satisfaction and highlights the importance of building customer loyalty. Gitomer argues that customer satisfaction alone is not enough to create long-term success for businesses; instead, organisations should strive to cultivate customer loyalty, which leads to repeat business, positive word-of-mouth, and sustainable growth.
"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.
"Influence Is Your Superpower: How to Get What You Want Without Compromising Who You Are" by Zoe Chance is a compelling exploration of the art of persuasion and its integral role in both personal and professional success. As a professor at the Yale School of Management and a distinguished expert in the realms of influence and behavioural economics, Zoe Chance offers readers an insightful and practical guide to harnessing the power of influence without forsaking authenticity or ethical principles.
"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.
Be Our Guest: Perfecting the Art of Customer Service by The Disney Institute takes readers on a journey into the world of Disney's renowned customer service culture. Drawing from Disney's extensive experience in creating magical experiences for guests, the book shares valuable insights and practical strategies for delivering exceptional customer service.