Dig deeper into customer engagement.
These geeks are readers: our suggested readying.
Minimize the information asymmetry between you and your competitors. Knowledge is power and
even small changes made in customer service are sure to get noticed and rewarded by customers.
Summary: Making your customers Raving Fans is the competitive edge today. This book can jump-start you in that direction.
Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless
Summary: Outlines the principles to build customers so faithful they will fight before they switch–and will proactively refer people to buy from you.
How To Win Customers & Keep Them For Life
Summary: An invaluable, easy-to-follow blueprint for winning, serving and keeping customers.
Married To The Brand
Summary: For the readers willing to invest the effort, in this book and then in the brand building that follows, the payoff is worthwhile.
Blue Ocean Strategy
W. Chan Kim
Summary: Blue Ocean Strategy will have you wondering why companies need so much persuasion to stay out of shark-infested waters.
Summary: Learn how to get away from “GOTcha” management (catching people doing things wrong) and move to “Whale Done!” (catching people doing things right).
Flip The Funnel
Summary: Explores how to cut your marketing budget and grow sales by focusing on what really matters— your customers and employees.
The Loyalty Effect
Summary: Analyzes not only customer but also employee loyalty and demonstrates the measurable results that strong loyalties have on corporate profits.
Summary: In the face of widespread perceptions of abysmal customer service and disengaged employees Human Sigma addresses this need with an exciting new method for managing customer-employee relations that increases both productivity and profitability.
The Ultimate Question
Summary: Pressure for financial performance tempts companies to seek “bad profits,” that is, profits obtained at the expense of frustrating or disappointing customers. Such profits inflate short-term financial results, but kill longer-term growth.
Influence: The Psychology Of Persuasion
Summary: For marketers, this book is among the most important books written in the last ten years.
Increasing Customer Loyalty
Harvard Business Review
Summary: Collection of articles originally published in the HRB on building customer relationships.