Books

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.


Image of Raving Fans: A Revolutionary Approach To Customer Service
Raving Fans

Ken Blanchard
Summary: Making your customers Raving Fans is the competitive edge today. This book can jump-start you in that direction.

Image of Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless

Jeffrey Gitomer
Summary: Outlines the principles to build customers so faithful they will fight before they switch–and will proactively refer people to buy from you.

Image of How to Win Customers and Keep Them for Life, Revised Edition
How To Win Customers & Keep Them For Life

Michael LeBoeuf
Summary: An invaluable, easy-to-follow blueprint for winning, serving and keeping customers.

Image of Married to the Brand: Why Consumers Bond with Some Brands for Life
Married To The Brand

William McEwen
Summary: For the readers willing to invest the effort, in this book and then in the brand building that follows, the payoff is worthwhile.

Image of Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant
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.

Image of Whale Done! : The Power of Positive Relationships
Whale Done!

Ken Blanchard
Summary: Learn how to get away from “GOTcha” management (catching people doing things wrong) and move to “Whale Done!” (catching people doing things right).

Image of Flip the Funnel: How to Use Existing Customers to Gain New Ones
Flip The Funnel

Jaffe Joseph
Summary: Explores how to cut your marketing budget and grow sales by focusing on what really matters— your customers and employees.

Image of The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
The Loyalty Effect

Frederick Reichheld
Summary: Analyzes not only customer but also employee loyalty and demonstrates the measurable results that strong loyalties have on corporate profits.

Image of Human Sigma: Managing the Employee-Customer Encounter
Human Sigma

Jim Asplund
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.

Image of The Ultimate Question: Driving Good Profits and True Growth
The Ultimate Question

Frederick Reichheld
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.

Image of Influence: The Psychology of Persuasion (Collins Business Essentials)
Influence: The Psychology Of Persuasion

Robert Cialdini
Summary: For marketers, this book is among the most important books written in the last ten years.

Image of Harvard Business Review on Increasing Customer Loyalty
Increasing Customer Loyalty

Harvard Business Review
Summary: Collection of articles originally published in the HRB on building customer relationships.