"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.
The Charisma Myth by Olivia Fox Cabane is a book that offers readers a comprehensive guide to developing and cultivating charisma. Cabane argues that charisma is not an innate quality that some people are born with, but rather a set of learned behaviours and practices that anyone can acquire with time and effort.
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.
“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.
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.