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Required Reading

The Connected Company By David Gray, Thomas Vander Wal

To keep pace with today’s connected customers, your company must become a connected company. That means deeply engaging with workers, partners, and customers, changing how work is done, how you measure success, and how performance is rewarded. It requires a new way of thinking about your company: less like a machine to be controlled, and more like a complex, dynamic system that can learn and adapt over time.

Connected companies have the advantage, because they learn and move faster than their competitors. While others work in isolation, they link into rich networks of possibility and expand their influence.

Connected companies around the world are aggressively acquiring customers and disrupting the competition. In The Connected Company, we examine what they’re doing, how they’re doing it, and why it works. And we show you how your company can use the same principles to adapt—and thrive—in today’s ever-changing global marketplace.
[More About This Book]   May-19-2013

 

Super Service: Seven Keys to Delivering Great Customer Service by Jeff Gee, Val Gee

For more than a decade, customer service professionals have turned to Super Service for the very best advice on dealing with demanding, dissatisfied, and downright difficult customers.

Now, it has been completely revised and expanded to address today’s unique customer-service issues. Super Service, 2nd Edition teaches you how to deliver great service in a way that enriches your life and keeps you from burning out.
[More About This Book]   May-12-2013

 

Motivation By Brian Tracy

As a manager, one of your most important responsibilities is to motivate your employees to do their absolute best. Managers who create positive, rewarding, high-energy environments reduce absenteeism and turnover while dramatically increasing productivity and quality.

In "Motivation", success expert Brian Tracy draws on his decades of experience bringing out the best in others to provide 21 of the fastest, most powerful methods ever discovered for increasing the effectiveness of any individual or group.
[More About This Book]   May-05-2013

 

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service by Lee Cockerell

The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business – any business - depends upon winning and keeping customers.

In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you.
[More About This Book]   Apr-28-2013

 

Can't Buy Me Like: How Authentic Customer Connections Drive Superior Results By Bob Garfield, Doug Levy

We've entered the "Relationship Era," where the only path for businesses seeking long-term success is to create authentic customer relationships. Not through hip social media promotions, viral videos or blizzards of micro-targeted online ads. Those tactics, which simply disguise old ways of thinking with new technology, just don’t work in the long run.

So what does work in this bewildering new era? Where do “authentic customer relationships” come from? The answers will make some leaders sigh with relief while others rip their hair out: Honesty. Transparency. Shared values. A purpose beyond profit. Sure you still need a high-quality product or service to offer, but that’s not enough. Now that people can easily discover everything that’s ever been said about your brand, you can’t manipulate, seduce, persuade, flatter or entertain them into loyalty. You have to treat them like flesh-and-blood human beings, not abstract consumers or data points on a spreadsheet.
[More About This Book]   Apr-21-2013

 

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