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.
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.
Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer is a compelling book that explores the power of embracing customer complaints and turning them into opportunities to enhance customer loyalty and business success. Baer provides valuable insights, real-world examples, and actionable strategies to help organisations effectively handle customer feedback and create a culture of customer-centricity.
In Dealing with Difficult Customers: How to Turn Demanding, Dissatisfied, and Disagreeable Clients into Your Best Customers, author Noah Fleming provides valuable insights into how to effectively handle challenging customer interactions. The book is divided into three sections, each focusing on a different aspect of dealing with difficult customers.
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.
"Influence Is Your Superpower: How to Get What You Want Without Compromising Who You Are" by Zoe Chance is a compelling exploration of the art of persuasion and its integral role in both personal and professional success. As a professor at the Yale School of Management and a distinguished expert in the realms of influence and behavioural economics, Zoe Chance offers readers an insightful and practical guide to harnessing the power of influence without forsaking authenticity or ethical principles.