Complaint Management Excellence: Creating Customer Loyalty through Service Recovery by Sarah Cook is a comprehensive guide that explores the importance of effectively managing customer complaints and using service recovery as a means to build customer loyalty. Cook provides valuable insights, practical strategies, and actionable techniques to help organisations handle complaints with excellence.
Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. by Brené Brown is a powerful book that explores the qualities and behaviours of courageous leadership. Drawing from extensive research, personal stories, and practical examples, Brown offers insights and strategies to help leaders create positive and thriving work environments.
The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces They Want, the Tools They Need, and a Culture They Can Celebrate by Jacob Morgan is a compelling book that explores the importance of the employee experience in attracting and retaining top talent. Morgan, a renowned futurist and workplace expert, presents a comprehensive framework and practical strategies for organisations to create a compelling employee experience that fosters engagement, productivity, and loyalty.
Mindset: Changing the Way You Think to Fulfil Your Potential by Carol Dweck is a transformative book that explores the power of mindset in shaping our abilities, achievements, and personal growth. Dweck introduces the concept of a growth mindset versus a fixed mindset and demonstrates how adopting a growth mindset can lead to greater fulfilment and success in various areas of life.
In The Honest Truth About Dishonesty: How We Lie to Everyone—Especially Ourselves, Dan Ariely explores the psychological and environmental factors that drive people to behave dishonestly. Drawing on experiments and real-world examples, Ariely challenges conventional notions that dishonesty stems from a cost-benefit analysis of potential gain versus risk. Instead, he demonstrates that dishonesty is a complex, often subconscious process shaped by human psychology and situational influences.
"Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days" by Joey Coleman is a compelling guide that underscores the significance of the initial post-sale phase in fostering long-term customer loyalty. The book is based on Coleman’s extensive experience and research, highlighting how businesses can transform new customers into lifelong advocates by focusing on their early interactions.