Predictably Irrational: The Hidden Forces That Shape Our Decisions by Dan Ariely is a captivating exploration of the irrational behaviours that influence our decision-making processes. Drawing on numerous experiments and research studies, Ariely reveals the hidden factors that drive our choices and challenges the assumption of human rationality in economic decision-making.
"The Stakeholder Strategy: Profiting from Collaborative Business Relationships" by Ann Svendsen is a comprehensive guide that emphasises the importance of building collaborative relationships with stakeholders to achieve business success. Svendsen argues that in today's complex and interconnected business environment, organisations must move beyond traditional transactional interactions and adopt a more strategic, partnership-oriented approach with their stakeholders.
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.
The Disney Way: Harnessing the Management Secrets of Disney in Your Company is a book by Bill Capodagli and Lynn Jackson that explores the business practices and management principles that have made The Walt Disney Company so successful. One of the key elements of The Disney Way is the concept of putting yourself in the customer's shoes. This idea involves understanding the customer's perspective and taking steps to ensure that their experience is as positive as possible. Disney is known for its exceptional customer service and attention to detail, and the authors suggest that this is in large part due to the company's commitment to putting itself in the customer's shoes.
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.
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.