"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.
Customer Service Training 101: Quick and Easy Techniques That Get Great Results by Renee Evenson is a comprehensive guide that equips readers with practical techniques to enhance their customer service skills and deliver exceptional experiences. The book offers actionable strategies, tips, and insights for individuals and teams seeking to improve their customer service performance.
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.
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.
The Platinum Rule: Discover the Four Basic Business Personalities and How They Can Lead You to Success by Tony Alessandra and Michael J. O'Connor is a book about understanding and working with different personality types in the workplace. The authors argue that the key to success in business is to understand that people have different communication styles and preferences, and to tailor your approach to each individual.
"The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers" by Ashvin Vaidyanathan and Ruben Rabago is a practical guide for anyone looking to start or advance their career in customer success management. The book covers a range of topics, from customer success strategy to customer success operations, providing actionable insights and advice for customer success professionals at all levels.