Customer Centricity: Focus on the Right Customers for Strategic Advantage by Peter Fader is a comprehensive guide to understanding and leveraging customer data to drive business success. Fader argues that the traditional approach to customer service, which treats all customers as equal, is outdated and ineffective. Instead, he advocates for a customer-centric approach that focuses on identifying and targeting the most valuable customers to drive revenue growth.
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong by Janelle Barlow and Claus Moller is an insightful book that challenges the traditional view of customer complaints and presents a new perspective on how organisations can leverage complaints to build customer loyalty. The authors argue that complaints should be seen as valuable feedback and opportunities for improvement rather than as negative incidents to be avoided or ignored.
The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi is a book based on extensive research on customer service interactions, revealing the key factors that drive customer loyalty. The authors argue that providing low-effort experiences is critical for creating loyal customers. They provide practical strategies and tactics for creating a seamless and effortless customer experience.
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.
Problem Solving 101 by Ken Watanabe is a concise and practical guide that equips readers with effective problem-solving techniques. Drawing upon his experience as a former McKinsey consultant, Watanabe offers a straightforward approach to tackling problems in both personal and professional domains. The book presents a systematic method, known as the "Watanabe Method," which provides a structured framework for defining, analysing, and solving problems.
“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.