The Customer Experience Book: How to Design, Measure and Improve Customer Experience in Your Business by Alan Pennington is a comprehensive guide to understanding, designing, and improving the customer experience. The book describes the importance of putting yourself in the customer's shoes and understanding their needs and preferences in order to create a positive customer experience that fosters loyalty and repeat business.
"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.
In Verbal Judo: The Gentle Art of Persuasion, George J. Thompson, a former police officer and martial artist, introduces a communication method designed to defuse conflict, improve persuasion, and handle difficult conversations with tact and effectiveness. The book provides strategies for using language to maintain control in tense situations while fostering cooperation and mutual respect. Thompson's approach is based on the idea that words, like martial arts, can be used to redirect aggression and turn conflicts into productive exchanges.
Crisis Management: Planning for the Inevitable by Steven Fink is a foundational book on crisis management, offering a detailed guide on how businesses and organisations can anticipate, prepare for, and effectively respond to crises. Fink, a leading expert in the field, argues that crises are not random or unpredictable events but rather inevitable occurrences that organisations must proactively manage. He provides practical strategies to minimise damage, protect reputations, and ensure business continuity during turbulent times.
The Like Switch: An Ex-FBI Agent's Guide to Influencing, Attracting, and Winning People Over by Jack Schafer and Marvin Karlins is a practical guide to building rapport and trust in a variety of situations. Drawing on his experience as an FBI agent, Schafer provides insights into human behaviour and communication that can be applied in business, social, and personal relationships.
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.