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.
"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.
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.
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization is a book written by Leonardo Inghilleri and Micah Solomon, two customer service experts with decades of experience working with leading service organisations. In the book, Inghilleri and Solomon provide a step-by-step guide to creating a world-class customer service organisation, based on their extensive research and real-world experience.
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.
Customer Service in an Instant: 60 Ways to Win Customers and Keep Them Coming Back by Karen Leland is a practical guide for customer service professionals looking to improve their customer service skills. The book provides 60 quick, practical tips for handling difficult customers in a variety of situations.