The effortless experience : conquering the new battleground for customer loyalty / Matthew Dixon, Nick Toman, and Rick DeLisi.
“The Effortless Experience provides insights, case histories, and business analysis that will enhance and create improvements in customer service and customer loyalty in today’s hyper-competitive markets and industry. One of the customer service myths this book exposes is that customers want to be consistently “delighted” in their interactions with companies today. Matt Dixon, Nick Toman and the CEB Team have provided a business analysis framework, case histories/examples and compelling evidence of what customers really want in most interactions – service and support that reduces the effort and friction points to get customer’s service/ support issues quickly and efficiently solved. I expect this book to have the same impact – powerful insights backed by extensive research – on customer service and loyalty that The Challenger Sale book had on complex business-to-business sales. This book is a must buy! ” (Amazon reviewer)
Mobile marketing : how mobile technology is revolutionising marketing, communications and advertising / Daniel Rowles.“Something for everyone, whatever your level….As with most of Daniel Rowles work, this book is pitched at just the right level so there’s something for everyone. There’s tips and advice for those new to mobile marketing and are looking to understand more about what it can do for them, and then there is a lot of top level support around mobile strategy and linking this with other marketing activities. I’ve been working in marketing and digital for over 10 years and mobile is often something i’m asked about but only have a fairly basic understanding of, this book has really helped me to get to grips with the mobile offering and how it fits into the wider marketing mix. I really liked the helpful tools section, it gave me a starting place to work from and cut through the plethora of companies all claiming to deliver mobile and I now feel a lot more confident in holding my own with specialists. There’s also plenty of further reading as my understanding develops and I want to know more.” (Amazon reviewer)
Big bang disruption : strategy in the age of devastating innovation / Larry Downes and Paul Nunes.
“A must read book for all CxOs and executives….This book is a must read to all CxOs and executives. The authors do a fantastic job to explain how disruption now can occur very rapidly, generating “creative destruction” faster than before (when the great Clayton Christensen wrote about the innovator’s dilemma). I also liked the discussion about how the Chasm and the adoption curve changed with the new Big Bang disruption phenomena. They also discuss Michael Porter, Blue Ocean Strategy and others. Read it to understand how today’s and tomorrow technologies are now exponentially disrupting established industries and what to do to stay in the game.” (Amazon reviewer)
The fall of the alphas : the new beta way to connect, collaborate, influence–and lead / Dana Ardi.“Dana Ardi builds on her broad global experience to demonstrate that, in the new Beta organisation (“Creative; Eco-driven; Collaborative; Shared Vision”) new managers learn to play to their strengths by leading through influence, teamwork and collaboration but recognise their own weaknesses thus allowing people to support them in delivering success. Beta leaders know employees’ interests and passions, thus recognising what is critically important to meet their aspirations and they care about their future, whilst understanding where they came from (“Lifeline Exercise”). Today you want people for whom the mission they are going to be tackling with a team is what excites them and then reward, to create a commonality of purpose, by making equity go as deep into an organisation as possible.” (Amazon reviewer)
Social collaboration for dummies / by David F. Carr.
“Great Simple How-to Guide for Emerging Social Businesses…Social Collaboration for Dummies provides a simple yet complete guide to a topic of emerging importance, how people collaborate to achieve improvements in knowledge sharing, engagement, innovation and productivity. Social media is changing the customer buyer journey, decision process and their expectations can only be effectively met and fulfilled by an empowered and social employee workforce. David discusses these critical concepts and more in a concise and conversational tone that’s informative and easy to digest. David Carr is a recognized Social Business and Collaboration expert and technology/business editor for publications such as Information Week and CIO Magazine.” (Amazon reviewer)
Solving problems with design thinking : 10 stories of what works / Jeanne Liedtka, Andrew King, and Kevin Bennett.“Design Thinking Is More Than Creating A Logo…One of the first things I noticed was the truly creative approaches one could take when applying the principles from one field and applying them to another. This book does a great job of illustrating ten different and unique design approaches to solve problems. Each chapter (based on one of the ten approaches) provides real life stories and conversations with managers, designers, and organizational leaders that enhance the value of each approach. I came away from this book with a better appreciation for problem solving outside of the box. One of the ways to find better solutions is to use more creative approaches. This has strategic implications for organizations at all levels.” (Amazon reviewer)