Douglas E. Noll’s book De-Escalate: How to Calm an Angry Person in 90 Seconds or Less provides a step-by-step guide to managing conflict and defusing anger in tense situations. The book is grounded in neuroscience and communication techniques that help readers turn hostility into calm, productive conversations. Noll argues that traditional conflict resolution methods often fail because they do not address the underlying emotional needs of an angry person. Instead, he introduces a counterintuitive but highly effective method: affective labelling, or the practice of acknowledging and verbalising the emotions of the upset individual.
"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.
"The Nordstrom Way to Customer Service Excellence" is a book written by Robert Spector and Patrick D. McCarthy that explores the customer service philosophy and practices of Nordstrom, one of America's most successful retailers. The book provides insights into the Nordstrom approach to customer service, and how it has enabled the company to build a loyal customer base and achieve sustained success.
In The Power of Customer Experience: How to Use Customer-Centricity to Drive Sales and Profitability, Martin Newman explores the profound impact that a customer-first mindset can have on a company's long-term success. The book highlights how adopting a customer-centric approach isn't just a way to improve customer satisfaction but a crucial business strategy that can drive revenue, profitability, and loyalty. Through practical advice and real-world examples, Newman outlines the necessary steps organisations can take to deliver exceptional customer experiences that lead to greater customer retention and advocacy.
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.
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.