Crafting the Customer Experience for People Not Like You: How to Delight and Engage the Customers Your Competitors Don’t Understand
John Wiley & Sons, 209 pages.
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Frances Frei and Anne Morriss
Harvard Business Press, 272 pages.
Nothing to Lose, Everything to Gain: How I Went from Gang Member to Multimillionaire Entrepreneur
Ryan Blair with a contribution by Don Yaeger
Portfolio Trade, 256 pages.
These books have been popular sellers at 800-CEO-READ:
"Crafting the Customer Experience" – A “one-size fits all” approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers’ racial, ethnic, religious, generational and geographic differences in order to meet or exceed customers’ service expectations.
“Uncommon Service” – Harvard Business School professor Frances Frei and co-author Anne Morriss argue that service is a competitive weapon, not just a damage-control function – especially in a volatile economy where the old rules of strategy no longer hold true.
Also, Barnes & Noble, the largest bookstore in the U.S., lists its top-selling small business books on its website. On the list this month:
“Delivering Happiness: A Path to Profits, Passion, and Purpose” -- Tony Hsieh, Grand Central Publishing, 253 pages.
“Nothing to Lose, Everything to Gain: How I Went from Gang Member to Multimillionaire Entrepreneur” -- Ryan Blair with a contribution by Don Yaeger, Portfolio Trade, 256 pages.
“The E-Myth Revisited: Why Most Small Business Don’t Work and What to Do About It” – Michael E. Gerber, HarperCollins Publishers, 288 pages.
MCTand Raleigh News & Observer
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