Useful Books

To save you some time whittling down what you should read and what you shouldn’t, here’s a small selection of books we have found very useful (and not too dull!)

Managing the Customer Experience: Turning Customers into Advocates – by Shaun Smith and Joe Wheeler

The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs – by Bill Price

Uncommon Practice: People Who Deliver a Great Brand Experience – by Shaun Smith

Outside In: The Power of Putting Customers at the Center of Your Business (UK Edition) – by Harley Manning and Kerry Bodine

Answering the Ultimate Question: How Net Promoter Can Transform Your Business – by Laura L. Brooks and Richard Owen

The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World – by Fred Reichheld

Five Star Service: How to Deliver Exceptional Customer Service – by Michael Heppell

Bold: How to be Brave in Business and Win – by Shaun Smith

Delivering Happiness: A Path to Profits, Passion and Purpose, by Tony Hsieh

The Zappos Experience: 5 Principles to Inspire, Engage, and WOW Hardcover – by Joseph Michelli

Your First 100 Days: How to Make Maximum Impact in Your New Leadership Role (Financial Times Series) – by Niamh O’Keeffe

They Did You Can (revised edition): How to achieve whatever you want in life with the help of your sporting heroes – Darren Clarke, Sir Clive Woodward, David Moyes, Tom Finney, Martin Johnson… – by Michael Finnigan

The 7 Habits Of Highly Effective People – by Stephen R. Covey

How to be Brilliant: Change Your Ways in 90 Days – by Michael Heppell

Eat That Frog!: Get More of the Important Things Done – Today! – by Brian Tracy

Predictably Irrational: The Hidden Forces That Shape Our Decisions – by Dan Ariely

The Nordstrom Way: The Inside Story of America’s Number 1 Customer Service Company –  by Robert Spector

Firing on All Cylinders: The Service/Quality System for High-Powered Corporate Performance – by Jim Clemmer

Now, Discover Your Strengths: How to Develop Your Talents and Those of the People You Manage – by Marcus Buckingham