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.
"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.
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.
“Managing for Stakeholders: Survival, Reputation, and Success" by R. Edward Freeman, Jeffrey S. Harrison, and Andrew C. Wicks is a comprehensive examination of stakeholder theory and its application in modern business. The book argues that organisations should prioritise the interests of all stakeholders—not just shareholders—to achieve long-term success and sustainability. This approach, known as stakeholder management, involves identifying, understanding, and balancing the needs and concerns of various groups that are affected by or can affect the organisation.
"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.
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.