"How to Wow" by Adrian Swinscoe is a customer service and experience guide that provides practical insights and strategies for businesses to create remarkable customer experiences effortlessly. The author, drawing on his extensive experience in customer service, outlines 68 actionable ways to enhance the customer journey and leave a lasting positive impression.
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.
"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 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.
"Delivering Happiness: A Path to Profits, Passion, and Purpose" is a book written by Tony Hsieh, the former CEO of Zappos, an online shoe and clothing retailer. In the book, Hsieh shares his personal and professional journey, including his experience building Zappos into a billion-dollar business that is widely recognized for its exceptional customer service and unique company culture.
The Disney Way: Harnessing the Management Secrets of Disney in Your Company is a book by Bill Capodagli and Lynn Jackson that explores the business practices and management principles that have made The Walt Disney Company so successful. One of the key elements of The Disney Way is the concept of putting yourself in the customer's shoes. This idea involves understanding the customer's perspective and taking steps to ensure that their experience is as positive as possible. Disney is known for its exceptional customer service and attention to detail, and the authors suggest that this is in large part due to the company's commitment to putting itself in the customer's shoes.