"The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World" is a book written by John R. DiJulius III, a leading expert on customer service and the founder of The DiJulius Group, a consulting firm that helps businesses improve their customer experience. In the book, DiJulius provides a step-by-step guide to creating a customer-centric business and revolutionising the way companies approach customer service.
The Feedback Fix: Dump the Past, Embrace the Future, and Lead the Way to Change by Joe Hirsch is a thought-provoking book that challenges traditional approaches to feedback and offers a fresh perspective on how leaders can create a culture of effective feedback in the workplace. Hirsch, an expert in organisational culture and leadership development, presents a compelling case for reimagining feedback as a forward-looking tool that inspires growth and drives positive change.
"Neurodiversity in the Workplace" by HR Review explores the concept of neurodiversity and its implications for creating more inclusive workplaces. The book delves into the unique strengths and challenges of individuals with neurodivergent conditions such as autism, ADHD, dyslexia, and Tourette syndrome, and provides practical guidance for organisations seeking to harness the talents of neurodiverse individuals.
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong by Janelle Barlow and Claus Moller is an insightful book that challenges the traditional view of customer complaints and presents a new perspective on how organisations can leverage complaints to build customer loyalty. The authors argue that complaints should be seen as valuable feedback and opportunities for improvement rather than as negative incidents to be avoided or ignored.
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.
John P. Kotter's book "Leading Change" is a seminal work in the field of change management, offering a comprehensive framework and invaluable insights for leaders tasked with guiding their organisations through significant transformations. Published in 1996 and expanded upon in later editions, this book remains a foundational resource for leaders seeking to understand the challenges of change and implement effective strategies to lead successful transformations.