| The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience |
Shep Hyken
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Seven actionable strategies for reengineering your customer support to achieve "amazing" customer experiences. |
| Crossing the Chasm: Marketing and Selling Disruptive Products to Mainstream Customers |
Geoffrey Moore
|
Important to understand how customers' needs change over the maturity of the product. |
| Customer Advocacy: When You Care, People Notice |
Nicolette Wuring
|
Published in 2008 this is an excellent resource on the criticality of customer advocacy |
| Delivering Happiness: A Path to Profits, Passion, and Purpose |
Tony Hsieh
|
Customer service is about the entire company — and its culture. By the visionary CEO of Zappos. |
| Don't Just Relate — Advocate: A Blueprint for Profit in the Era of Customer Power |
Glen Urban
|
By one of the original thinkers on customer advocacy. |
| Exceptional Service — Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization |
Leonardo Inghiller and Micah Solomaon
|
Case studies and specific techniques for creating exceptional customer loyalty. |
| The Speed of Trust: The One Thing That Changes Everything |
Stephen M.R. Covey
|
An important book to understand that the quality of your relationships with your customers is more important than everything else you do. |
| Total Access: Giving Customers What They Want in an Anytime, Anywhere World |
Regis McKenna
|
The implications on marketing to the socially networked society. |
| Who Says Elephants Can't Dance? Inside IBM's Historic Turnaround |
Louis Gerstner, Jr.
|
Written before the explosion of social media this book looks at how even the largest and most entrenched company can make radical changes in its business model and culture. |
Resources