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Secret Service. Hidden systems that deliver unforgettable customer service
Author: John R Dijulius III
“Trust me, any IBM-er could learn the magic of surpassing customer service from John!” says management guru Tom Peters of this book. And John Dijulius is presumably CEO of some enormous empire who has achieved enough to sit back and write a book about it? Nope, he’s the chief of a hair salon in Ohio called ‘John Robert’s Hair Studio & Spa’ and the ‘hidden systems’ he describes could teach the big companies a thing or two. In a similar vein, Tom also recommends The Fantastic Hairdresser, by former London hairdresser Alan Austin-Smith and Zingerman’s Guide to Giving Great Service by co-founder Ari Weinzweig. Zingerman’s is a ‘matchless deli’ in Ann Arbor, Michigan. If you’re in a big company and you want to emulate the intimacy of customer service provided by smaller organizations, these books should inspire you in how to do it. Phil Dourado
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Our Top 5 Books
1. It’s Your Ship. Management techniques from the best damn ship in the Navy
Author: Captain D. Michael Abrashoff
Phil Dourado: Captain Mike Abrashoff used to ask his crew these three questions every six weeks: 1.
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2. Blink: The Power of Thinking Without Thinking
Author: Malcom Gladwell
(From Amazon): Intuition is not some magical and mysterious property that arises unbidden from the depths of our mind.
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3. The Paradox of Choice: Why More is less
Author: Barry Schwartz
Phil Dourado writes: If your product expansion strategy is based on horizontal extension - increasing the choice offered to consumers - you need to be aware of this paradox, as you do if you're a politician trying to push further choice into areas of our lives such as the health service and schools.
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4. The Starfish & The Spider, The unstoppable power of leaderless organizations
Author: Ori Brafman & Rod A. Beckstrom
Phil Dourado: This is a very timely book.
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5. The Dance of Change
Author: Senge et al
Phil Dourado: With The Fifth Discipline, Peter Senge created a worldwide movement as thousands of organizations took up the challenge of trying to create the learning organization.
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Books will only be allowed when we feel they add value to your efforts to become customer-centred. All books listed are run in partnership with Amazon, because we love the way they put customer service at the heart of their business. So, when you click on a 'buy' link you are dealing with the world's biggest on-line book seller.
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