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Here's a list of some of our recently-added content...The most recent stuff added over the past few days is at the top. The further down you go, the further back in time you travel, week by week...
NEW ARTICLE
How to make better decisions
NEW ARTICLE
All Change: From 'consumer' to 'prosumer'
NEW FAST GUIDE
Customer innovation: a short case study
NEW FAST GUIDE
The danger of prejudging customers: the millionaire in muddy overalls
RECOMMENDED BOOK
Moose on the Table: A novel approach to communication at work
RECOMMENDED BOOK
The Spirit To Serve: Marriott’s Way
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RECOMMENDED BOOK
Hard Facts
RECOMMENDED BOOK
Creating a Customer-Centered Culture
NEW FAST GUIDE
Seven essential elements of a B2B customer experience
NEW FAST GUIDE
Eight essential elements of a B2C customer experience
NEW FAST GUIDE
Disney's creativity strategy
NEW FAST GUIDE
Motivation versus morale
NEW ARTICLE
Frontline Leadership: How to lead for customers
NEW ARTICLE
Luck, leadership and customers: How to be a lucky organization
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NEW FAST GUIDE
What does your customer experience smell like?
NEW ARTICLE
Love and Leadership
RECOMMENDED BOOK
Funky Business Forever
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NEW FAST GUIDE
How Amazon, Xerox and Jaguar feel their customers’ pain
NEW ARTICLE
How to lead when you're not the boss
RECOMMENDED BOOK
The Speed of Trust
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NEW FAST GUIDE
9 Delusions of Management Books
NEW ARTICLE
How to make better decisions
RECOMMENDED BOOK
The Halo Effect
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RECOMMENDED BOOK
Leading For Growth by Ray Davis, with Alan Schrader
NEW FAST GUIDE
How Umpqua Bank created a culture of greatness Part 1
NEW FAST GUIDE
How Umpqua Bank created a culture of greatness Part 2
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
The trouble with scripting
NEW FAST GUIDE
Simplify your customers' lives
RECOMMENDED BOOK
The Dip: A little book that teaches you when to quit (and when to stick)
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Six ways to be sticky
NEW ARTICLE
Ron Kaufman on 'How to put Loyalty at risk'
RECOMMENDED BOOK
Made to Stick by Chip Heath and Dan Heath
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
The 7 Cs Test
NEW FAST GUIDE
What Customers Really Want
NEW ARTICLE
How Intuition Can Bring You Closer to Markets and Customers
RECOMMENDED BOOK
What Customers Want by Anthony Ulwick
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
RECOMMENDED BOOK
Award-Winning Customer Service
RECOMMENDED BOOK
The Black Swan
RECOMMENDED BOOK
Egonomics
RECOMMENDED BOOK
Super Service
RECOMMENDED BOOK
You Can't Win A Fight With Your Client
NEW ARTICLE
Failing your way to success, by Phil Dourado
NEW ARTICLE
Preventing the IT tail from wagging the corporate dog, by Jeanne Bliss
NEW ARTICLE
How loyal employees create loyal customers, by Jim Clemmer
NEW ARTICLE
How Cisco Systems Turns Customer Listening Into An Art Form, by Jeanne Bliss
NEW FAST GUIDE
Jeanne Bliss on How not to treat your customers like a hot potato
NEW FAST GUIDE
Jeanne Bliss on The two questions you need to ask
NEW FAST GUIDE
Jeanne Bliss on How to kick-start the Creation of Customer-centred Metrics
NEW FAST GUIDE
Virgin America's inaugural flight showcases the latest customer service innovations in passenger flights: seat-to-seat text chat, lighting that changes to adjust you to the time of day during the flight, and card swipe terminals in front of you to pay for food and drink
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NEW FAST GUIDE
The Peak End Rule of designing a customer experience
NEW FAST GUIDE
Don’t leave customers and employees helpless
NEW FAST GUIDE
Why Customer Preference research gets it wrong
NEW FAST GUIDE
How choice demotivates customers
NEW ARTICLE
Open Source Leadership Part 1
NEW ARTICLE
Open Source Leadership Part 2
RECOMMENDED BOOKS
Customer Service Training 101
Creating Competitive Advantage
The Must-Have Customer
Build Your Strategy
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
RECOMMENDED BOOK
Five Star Service, One Star Budget
RECOMMENDED BOOK
The DNA of Customer Experience
RECOMMENDED BOOK
The Truster Advisor
RECOMMENDED BOOK
Customer Service For Dummies
NEW FAST GUIDE
Truth, lies and customer-focussed turnarounds
NEW FAST GUIDE
The Number 1 reason for failure
NEW FAST GUIDE
Only Customers can make you Number 1
NEW FAST GUIDE
Culture change: Draw on the best of the past
NEW ARTICLE
The problem with targets and measures
NEW ARTICLE
Six steps to creating a service culture
NEW ARTICLE
Trust your gut
NEW ARTICLE
Business targets and customers: Where you are probably going wrong
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NEW FAST GUIDE
How to launch a premium brand
NEW FAST GUIDE
Customer-centred does not mean what you think it does
NEW ARTICLE
Getting it Together; Integrating Customer Focus, Involvement, and Horizontal Management
RECOMMENDED BOOK
Chocolates on the Pillow Aren't Enough: Reinventing The Customer Experience
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
RECOMMENDED BOOK
Results: Keep What's Good, Fix What's Wrong, and Unlock Great Performance
NEW FAST GUIDE
Blanchard on how to create raving fans
NEW FAST GUIDE
Blanchard on Ducks and Eagles
NEW FAST GUIDE
Ken Blanchard's wake-up call
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Customer Journey Mapping
NEW FAST GUIDE
What's your Customer Manifesto?
RECOMMENDED BOOK
Lean Solutions
RECOMMENDED BOOK
Changing Minds (Leadership for the common good)
NEW FAST GUIDE
What do you sound like to customers?
NEW FAST GUIDE
Improvisation and customer service
NEW ARTICLE
Moving from pipe dream to reality
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NEW FAST GUIDE
Seven Lessons from First Direct
NEW FAST GUIDE
How to create Customer Evangelists
NEW FAST GUIDE
Don Peppers' lawn-mower story
NEW ARTICLE
Kristina Murren's 3-minute Innovation Primer
NEW ARTICLE
Where's Your Genius Bar? A JoAnna Brandi article
RECOMMENDED BOOK
Citizen Marketers. When people are the message.
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
RECOMMENDED BOOK
Sound Business
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NEW FAST GUIDE
Build in a 'red-flag' mechanism.
NEW FAST GUIDE
Manage by walking away.
NEW FAST GUIDE
Generate legends without breaking the bank.
NEW ARTICLE
Jim Clemmer on…Blocks To Customer Focus.
NEW ARTICLE
Put a CORC in Your Budget.
RECOMMENDED BOOK
One A Day ... For Customers (March)
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NEW FAST GUIDE
Work horizontally to make life easier for customers
NEW ARTICLE
From phase of life to way of life
RECOMMENDED BOOK
Go put your strengths to work: Six powerful steps to achieve outstanding performance
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Answer the phone
NEW ARTICLE
Team Spirit is built from the top
RECOMMENDED BOOK
One A Day ... For Customers (February)
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NEW FAST GUIDE
Why Customers Lie
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Phil Dourado was ill last week, so here's double your usual weekly update of Fast Guides and articles to make up for it
NEW ARTICLE
Jim Clemmer says Blame Management For Bad Service
NEW ARTICLE
When the Cat's Away
NEW FAST GUIDE
Learn the 'peak-end' rule
NEW FAST GUIDE
Change the question
RECOMMENDED BOOK
The Long Tail by Chris Anderson
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NEW FAST GUIDE
Don’t predict the future for 2007. See the present.
NEW ARTICLE
Shaun Smith helps you get in shape for 2007.
RECOMMENDED BOOK
One A Day…For Customers (January)
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It's the Start of 2007, so kick start the year with these articles and fast guides to help bring in a strong start for the New Year
NEW FAST GUIDE
A 60 Second Leader Tale: The Accidental Innovator.
NEW FAST GUIDE
A 60 Second Leader Tale: What can’t yet be measured doesn’t get done
NEW FAST GUIDE
A 60 Second Leader Tale: Why your recruitment sucks
NEW ARTICLE
Jim Clemmer on ‘How visioning changed my life’
NEW ARTICLE
Jim Clemmer’s Personal Visioning Pathways and Pitfalls
RECOMMENDED BOOKS
Get Your Ship Together: How Great Leaders Inspire Ownership from the Keel Up
Leading at a Higher Level: Blanchard on Leadership and Creating High Performing Organizations
Success Built to Last: Creating a Life That Matters
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Tipping Point Leadership: How to get bosses close to the customer
RECOMMENDED BOOK
Built to Change by Edward E. Lawler III and Christopher G Worley
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
How customers think: Six marketing mistakes
NEW ARTICLE
Chili and Your Intuition
RECOMMENDED BOOK
It's Your Ship. Management techniques from the best damn ship in the Navy
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Three Top Tips from Jeanne Bliss
RECOMMENDED BOOK
Presence, by Peter Senge et al
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW ARTICLE
Making change happen...FAST
NEW FAST GUIDE
Two more 'Up Your Service' tips from Ron Kaufman
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
How to be like Walt (Part 2)
NEW ARTICLE
Power Up Performance: 9 Ways to Keep Employees Engaged
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Give people the authority to say YES
RECOMMENDED BOOK
The Dance of Change by Peter Senge et al
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Why change fails
NEW ARTICLE
The problem with 'No Problem'
RECOMMENDED BOOK
The Starfish & The Spider, The unstoppable power of leaderless organizations
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Mickey's 10 Commendments
RECOMMENDED BOOK
The Fifth Discipline
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
The Secret of Happiness
NEW ARTICLE
Overcoming Apathy - Bring the Customer to Life in Your Company
RECOMMENDED BOOK
The Paradox of Choice
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Four more lessons from Richard Branson
RECOMMENDED BOOK
The Wisdom of Crowds by James Surowiecki
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Be a ticket guy: Steve Harper on how not to be a commodity supplier
NEW ARTICLE
JoAnna Brandi’s 8 tips to increase happiness at work
RECOMMENDED BOOK
ONE: A Consumer Revolution For Business, by Stefan Engeseth
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Seven 'Loyalty Truths'
RECOMMENDED BOOK
Naked Conversations: How blogs are changing the way businesses talk with customers
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Jim Clemmer explains how to lead rather than ‘just’ manage
NEW ARTICLE
Jim Clemmer examines how to make the most of the difficult or negative changes that work springs on us.
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Five lessons from Richard Branson
RECOMMENDED BOOK
Loyalty Myths: Hyped Strategies That Will Put You Out of Business and Proven Tactics That Really Work
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
PHIL DOURADO IS ON VACATION (HOORAY!)
I am away for two weeks so have posted a few weeks' worth of Fast Guides, books and articles in one go. Go ahead, gorge yourself. See you in a couple of weeks!
NEW FAST GUIDE
How to lead when you're not the boss
NEW FAST GUIDE
How to be like Walt Disney (Part 1)
NEW FAST GUIDE
Top ten tips to build a superior service culture (part 1, the first five)
NEW ARTICLE
Blame management for poor service
NEW ARTICLE
How to put loyalty at risk
NEW ARTICLE
How not to be a bad boss
RECOMMENDED BOOK - 27th August 2006
How to be like Walt
RECOMMENDED BOOK - 3rd September 2006
The Kindness Revolution
RECOMMENDED BOOK - 10th September 2006
Branded Customer Service
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Abraham Lincoln and the folded piece of paper: How great leaders connect
RECOMMENDED BOOK
A New Brand World: Eight Principles for Achieving Brand Leadership in the 21st Century
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
What do good managers do differently?
NEW ARTICLE
Improving Patient-Centred Care In Acute Mental Health Wards: 10 Customer Service Tips
RECOMMENDED BOOK
Magnetic Service: Secrets of Creating Passionately Devoted Customers
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Why your customer research doesn't work
RECOMMENDED BOOK
Beep! Beep! Competing in the Age of the Road Runner
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Marcus Buckingham on how to be a great manager
NEW ARTICLE
Lessons from the 2006 European Conference on Customer Management
RECOMMENDED BOOK
Service Magic: The Art of Amazing Your Customers
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
The ONE vital question First Direct Bank asks its customers
RECOMMENDED BOOK
Managers as Mentors
by Chip Bell. Customer service guru Chip R Bell is our author of the month for July, and we are featuring a different book of his each week. Chip is keynoting at our North American Conference on Customer Management later in the year.
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
The AOL rep. who wouldn't let his customer leave! (Transcript of a real conversation showing how NOT to react when a customer wants to cancel an account)
NEW ARTICLE
10 Customer-Centered Lessons
RECOMMENDED BOOK
Magnetic Service: Secrets of Creating Passionately Devoted Customers
by Chip Bell. Chip is keynoting at our North American Conference on Customer Management later in the year, so here's his latest book, written with his son, Bilijack, to whet your appetite.
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Napoleon Hill's six steps to achieving your goal
RECOMMENDED BOOK
A New Brand World
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Why Customer Research Gets it Wrong
RECOMMENDED BOOK
Quantum Leap Thinking: An Owner's Guide to the Mind
NEW ARTICLE
Six Steps to Creating a Service Culture
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
RECOMMENDED BOOK
Managing Knock Your Socks Off Service
By Chip R Bell and the late, great Ron Zemke. As Chip has agreed to keynote at our North American Conference on Customer Management later this year, I'm featuring this book this week to give you a flavor of what to expect in case you don't know him. If you don't, where have you been! See this week’s Fast Guide for a short excerpt from the book.
NEW FAST GUIDE
Don't rush the hiring process
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
How to lead change when you aren't the Boss
NEW ARTICLE
The Leadership Virus
RECOMMENDED BOOK
Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy by Roland Rust et al
One of the world experts in customer equity - Professor Roland Rust - has agreed to present at our North American conference in Orlando later this year, where he will explain to us how to develop a decision support strategy for driving customer equity. This is his seminal book on the subject.
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
What makes managers great?
RECOMMENDED BOOK
My American Journey, by Colin Powell, is this week's recommended book
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW ARTICLE
To keep customers satisfied, keep employees satisfied
NEW FAST GUIDE
Leader or Manager?
RECOMMENDED BOOK
The Leader's Digest
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
A 10 Question quiz from the man behind See, Feel, Think, Do
RECOMMENDED BOOK
The Tipping Point: How small things can make a BIG difference
Read it yet? This is your last chance to come and learn from the mercurial author, Malcolm Gladwell, if you can get to London next week, as he's headlining at our European Conference. Click to our Home Page and click on the brown ‘European Conference’ headline at the top of the page to make a last minute booking (subject to availability).
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
See, Feel, Think, Do principles to create customer-focussed business ideas
NEW ARTICLE
Great leaders ask smart questions
RECOMMENDED BOOK
Blink by Malcolm Gladwell
Read it yet? If not, read it now then come along and learn from the mercurial author, Malcolm Gladwell, if you can get to London in May, as he's headlining at our European Conference.
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Five Tips for marketing success
RECOMMENDED BOOK
Building Great Customer Experiences by Colin Shaw & John Ivens
Read Colin Shaw's book, then come and join him on his unique Customer Experience Safari Workshop, as part of our conference this May 2006 in London.
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
The Seven Philosophies For Building Great Customer Experiences
NEW ARTICLE
Bumping the Lamp to Build Great Customer Experiences
RECOMMENDED BOOK
The Richer Way
Julian Richer’s classic ‘how to’ book based on the retail service experience delivered at his highly successful company Richer Sounds, is our recommended book this week, ten years after it was first published. Richer Sounds’ Managing Director David Robinson is coming to our European Conference on Customer Management in London next month to update us on how Richer Sounds’ legendary customer-centred culture has developed over the past decade. Phil Dourado
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
In this excerpt from her new book Chief Customer Officer, Jeanne Bliss gives an example of how contact center bonuses can work against delivering optimum value to the customer – and stop you from deriving maximum value from the customer in return
RECOMMENDED BOOK
Chris Daffy’s classic Once A Customer Always A Customer is our featured book this week. Chris is chairing our European Conference on Customer Management in London next month. This is one of my favourite books in the customer field. Phil Dourado
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
The customer isn't always right...
NEW ARTICLE
Stop building 3-humped camels!
NEW BOOK
Chief Customer Officer, by Jeanne Bliss
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
How an unanswered phone started Virgin Atlantic
NEW BOOK
Screw It, Let's Do It: Lessons In Life
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW ARTICLE
11 questions to find out if you need a Chief Customer Officer
NEW FAST GUIDE
Talk to customers when they are waiting
In this extract from his book The Richer Way, the legendary UK retailer Julian Richer explains why employees in his hi-fi shops – selling high end stereo equipment – are trained to talk to customers who are waiting to be served, rather than only focussing on the customer at the counter.
NEW BOOK
The Heart of Change: Real-Life Stories of How People Change Their Organizations
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
More Ikea Secrets
NEW BOOK
Building Great Customer Experiences
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Get human: Answer the phone
NEW ARTICLE
Customers Defect when Silos don't Connect
NEW BOOK
The Ultimate Question: Driving Good Profits and True Growth
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
The Lexus and the Mercedes
NEW BOOK
My American Journey
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Lead like Branson
NEW ARTICLE
Six Things to Look for in a Chief Customer Officer
NEW BOOK
The Richard Branson Way: Ten Secrets of the World's Greatest Brand Builder
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Get your customers to scold you
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
10 Short Stories About the World's Richest Man
NEW BOOK
See, Feel, Think, Do
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
A few insights into the blue and yellow Swedish behemoth, Ikea
NEW ARTICLE
Why managers must concentrate on customers to avoid 'technomanagement'
NEW BOOK
Great Ikea! By Elen Lewis
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Customer Centered Beer?
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Jack Welch says 'manage less to move up to the next level'
NEW ARTICLE
The conclusion of the series of articles on See, Feel, Think, Do
NEW BOOK
The Geek Squad Guide To Solving Any Computer Glitch
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
24 Lessons from Jack Welch
NEW BOOK
29 Leader's Secrets
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
2006 High Performance Checklist
NEW ARTICLE
Your Get Fit New Year Workout Schedule
NEW BOOK
Leading Change by John Kotter
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
12 Key Ingredients for a High-Performing Organization
NEW BOOK
Now, Discover Your Strengths
NEW ARTICLE
Do: The Fourth in the series of Articles on See, Feel, Think, Do
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
10 Tips From Jack Welch
NEW BOOK
First, Break All The Rules by Marcus Buckingham and Curt Coffman
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Is your Customer Experience a 3-Hump Camel?
NEW ARTICLE
Think your way to customer success
NEW BOOK
The Experience Economy by B. Joseph Pine II and James H. Gilmore
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Why selling is the opposite of marketing
NEW BOOK
The Essential Drucker
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Forget Money. Focus on Praise.
NEW ARTICLE
In the second of four articles based on research for their new book, Shaun Smith and Andy Milligan, focus on the importance of gut feel.
NEW BOOK
Hidden Champions by Hermann Simon
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
How to 'Click' with customers
NEW BOOK
Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Julian Richer's 10 ways to improve your business today
NEW ARTICLE
Seattle gets it right again
NEW BOOK
The Rule of Three
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Seven Secrets to Customer-Centered Leaders
NEW BOOK
Secret Service by John R Dijulius III
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Five New Laws of Value Creation
NEW ARTICLE
Re-thinking globalism and customers
NEW BOOK
Once a Customer, Always a Customer
Well, it’s not a new book, but I was re-reading this and it reminded me just how good Chris Daffy’s book is – it’s one of the half dozen books ever written on customers that we’d recommend if forced to narrow our recommendations down to just six. Forget narrow ‘loyalty programmes’ that do nothing of the sort; developing customer loyalty demands a customer-centred organization, and this book puts you on the right road. Chris is himself on the road in the UK in November with an interesting new theatre-based customer service roadshow. Check it out on http://www.excelleratelive.co.uk/
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
The limits of hard data
NEW BOOK
The Source of Success by Peter Georgescu, with David Dorsey
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Ten Southwest Airlines Practices.
Extracted from the book The Southwest Airlines Way by Jody Hoffer Gittell, a one-minute read of the ten things Southwest does differently.
NEW BOOK
Talent: Develop it. Sell it. Be it. (Part of the Tom Peters Essentials series).
One of the new set of small books from Tom Peters, that amounts to Re-Imagine! re-packaged in bite size chunks.
NEW ARTICLE
See, Feel, Think, Do. The Power of Instinct (Part 2)
In the second in their series of articles based on research for their new book, Shaun Smith and Andy Milligan explain why you need to be out in the business ‘seeing’ what customers are experiencing, rather than rely exclusively on customer research data that keeps you at arm’s length from reality. The article starts with a great story about why Philip Green, the UK's fourth richest man and the 'king of retail', prowls the aisles of his stores at night, when no-one else is around...
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
One Minute Praising.
Extracted from the book The One Minute Manager, to give you a quick preview of Ken Blanchard's thinking in advance of his keynoting at our North American Conference on Customer Management in Fla. Psychologists say people perform better if they are praised eight times more than they are criticized.
NEW BOOK
Leadership: Inspire, Liberate, Achieve.
One of the new set of small books from Tom Peters, that amounts to Re-Imagine! re-packaged in bite size chunks.
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NEW FAST GUIDE
Rudy and the skweegee men!
NEW ARTICLE
The Impossible Isn't...
NEW BOOK
Leader: Be your best...and beyond by John Thompson and Catherine Doherty
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NEW FAST GUIDE
Malcom Gladwell on how to start customer epidemics
NEW BOOK
Notes From A Friend by Anthony Robbins
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NEW FAST GUIDE
The Number 1 Reason Big Change Fails
NEW ARTICLE
See, Feel, Think, Do: the power of instinct
NEW BOOK
Kotler on Marketing by Philip Kotler
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NEW FAST GUIDE
12 Questions your people NEED the answers for
NEW ARTICLE
10 lessons from Harley Davidson
NEW BOOK
Beyond the Limits by Ranulph Fiennes
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NEW FAST GUIDE
The Six Hats method, why it's important to wear all the colours in your wardrobe!
NEW BOOK
What Leaders Really Do, by John P. Kotter
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW ARTICLE
How to build intelligent communities
NEW FAST GUIDE
The 10 deadly marketing sins
NEW BOOK
Lateral Marketing by Philip Kotler and Fernando Trias De Bes
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Do your people know who you are?
This extract from Scott Robinette and Claire Brand's book Emotion Marketing (The Hallmark way of winning customers for life) reminds us to ensure employees are absolutely clear on what the brand is and how to deliver on it.
NEW BOOK
The Heart Of Change
John Kotter has agreed to keynote at our 2006 European Conference, so we thought we'd better put one of his books in our on-line book store, run in conjunction with Amazon, so you can read up for yourself to find out why Business Week magazine calls him the "Number 1 leadership and change guru."
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NEW FAST GUIDE
Phil Dourado asks what kind of leader you are - 'look at me' charismatic or quiet but inspirational.
NEW ARTICLE
True Leadership is...
Being authentic enough to say what you mean is so rare, says Phil Dourado in this article, that it will instantly win attention from employees, investors and customers. And, if you’ve got their attention, you’re halfway there.
NEW BOOK
Brand Sense by Martin Lindstrom
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW BOOK
All Marketers Are Liars, By Seth Godin.
NEW FAST GUIDE
In this extract from his booklet called Brand is Dead, Long Live The Customer, Clive Humby gives an example of why you need to abandon ‘average customer’ thinking.
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NEW FAST GUIDE
Nine questions you should ask your employees
NEW BOOK
Proper Coffee and Other Ways to Grow Your Business, by Hugh Williams (UK only)
NEW ARTICLE
Phil Dourado found a few surprises at this year's European Conference on Customer Management
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NEW FAST GUIDE
Seth Godin on why you should be different
An extract from Seth Godin's book How To Be A Purple Cow, on how and why your organisation should set out to be different
NEW BOOK
The Tipping Point. How little things make a big difference
When we put Malcolm Gladwell's recent book Blink in this book store we realized his previous book, The Tipping Point, wasn't in here. Well, now it is.
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NEW FAST GUIDE
Clive Humby explains why segmentation relies on detailed customer data
NEW ARTICLE
How to become a no-blame culture, plus nine other transferable lessons from the fast world of Formula One racing cars
NEW BOOK
Emotion Marketing by Scott Robinette & Claire Brand, with Vicki Lenz. Not a new book, but a recommended one and new to our online book store, run in conjunction with Amazon.
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Hamel & Prahalad’s Eight Questions For Your Senior Management Team
NEW BOOK
Competing for the Future by Gary Hamel and CK Pralahad
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
How Yell Won the European Quality Award Twice
NEW ARTICLE
The Opposite Of Love. UK consumers seem increasingly indifferent to most loyalty schemes. Phil Dourado takes a quick look at the state of the loyalty card market.
NEW BOOK
Return On Customer: Creating Maximum Value From Your Scarcest Resource, Don Peppers & Martha Rogers' latest book.
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Bill Price outlines some of Amazon’s pioneering customer relations strategies and techniques
NEW BOOK
The Seven Secrets of Inspired Leaders
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NEW FAST GUIDE
Simon Woodroffe on how to invent for customers
NEW ARTICLE
John Tschohl on the value of customer service skills
NEW BOOK
The Book of Yo! by Simon Woodroffe
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Your fast guide to the qualities of an inspired leader
NEW BOOK
The Southwest Airlines Way by Jody Hoffer Gittell
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
William McKnight's management principals and 3M's corporate culture
NEW ARTICLE
JoAnna Brandi on how to keep your employess engaged
NEW BOOK
The Service Profit Chain is finally in our bookstore after 8 years. (Slow? Us?)
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
A short reprimand from the One Minute Manager
NEW FAST GUIDE
Servant Leadership explained by Mike Chase
NEW BOOK
The Customer-Centered Enterprise by Harvey Thompson, not new to most but new to our bookstore
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Phil Dourado on how to pilot innovation
NEW ARTICLE
Phil Dourado looks at the seven-step innovation framework, known as ‘Spirals’, used in the UK’s public sector as a tool to drive through customer-focussed change
NEW BOOK
Stephen Lunden et al's book, Fish!
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
John Tschohl’s Fast Guide to Service Recovery and the importance of that first 60 seconds
NEW BOOK
Rudolph Giuliani's book, Leadership, is now in our online book store, run in conjunction with Amazon. You can enter the store by clicking on me.
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Eight monkeys, a ladder, a bunch of bananas and ice cold water: What do you get? Donald Mitchell explains all.
NEW BOOK
Why CRM Doesn't Work by Frederick Newell
NEW ARTICLE
Ron Kaufman explains how to prevent your customers from exploding with rage!
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NEW FAST GUIDE
This years Customer Care Survey findings
NEW BOOK
Jack Welch's 'ultimate how-to business book’, Winning
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
A quick outline of the One Thing You Need To Know (confusingly there are 3) from Marcus Buckingham's new book of the same name
NEW ARTICLE
Innovation is not about new ideas says Phil Dourado. Ideation is only the front end of innovation
NEW BOOK
Passionate and Profitable is now in our online bookstore, run in conjunction with Amazon
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NEW FAST GUIDE
In an exerpt from their promotional material for their book, Execution, Larry Bossidy and Ram Charan outline how the airline industry failed to confront reality until the arrival of Southwest Airlines
NEW BOOK
The One Thing You Need To Know. In his latest work Marcus Buckingham builds on the formidable reputation he forged with First Break All The Rules and Now, Discover Your Strengths
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Ending Departmental Rivalry using Triad Power
NEW ARTICLE
Marketing guru Peter Fisk explains how and why you need Marketing Genius
NEW BOOK
Larry Bossidy and Ram Charan's book, Execution
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NEW FAST GUIDE
Sir Terry Leahy spills the secret of Tesco's success
NEW BOOK
Peer into the future with Clayton Christensen's newest book, What Comes Next
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Ricardo Semler on why you should let the frontline choose their own boss
NEW ARTICLE
Dr. Fred Van Bennekom on how to design customer surveys that generate actionable data
NEW BOOK
The Welch Way by Jeffrey Krames
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Peter Fisk shows us how to market like a genius
NEW BOOK
Learn how to quantify your customers' value with Sunil Gupta and Donald Lehman's book, Managing Customers as Investments
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NEW FAST GUDE
Phil Dourado draws on Kevin & Jackie Freiberg's work to illustrate how Southwest's people act as Problem Solvers
NEW ARTICLE
Steve Macaulay, Sarah Cook and Hilary Coldicott show us how to Be A Change Master.
NEW BOOK
Henry Mintzberg's et al's book, Strategy Bites Back, is now in our book store.
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NEW FAST GUIDE
The Three Phases of managing change
NEW BOOK
Clayton Christensen's The Innovator's Solution
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Why Tom Peters campaigns against...a cartoon character!
NEW ARTICLE
Phil Dourado on leading from the Edge
NEW BOOK
Ken Blanchard's Leadership and the One Minute Manager
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Steve Simpson on Jack Welsh's Living Leadership
NEW BOOK
Malcom Gladwell's Blink is now in our bookstore.
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
Barton Goldsmith's Art of the Apology
NEW ARTICLE
Mark Bradley reports on one year spent assessing the state of UK customer service.
NEW BOOK
As Anthony Robbins has agreed to present at our North American Conference on Customer Management, we've put his best-selling book, Awaken the Giant Within, in our bookstore so you can read up in advance.
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
How to increase profits by displeasing customers. Honest!
NEW BOOK
Robert K. Cooper's classic book, The Other 90% is now in our book store, ready to inspire your frontline people-and you!
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NEW FAST GUIDE
Phil Dourado sums up Rolf Jensen's six market propositions for The Dream Economy.
NEW ARTICLE
Service Encounters of the Third Kind
Ron Kaufman tells you how to move to extraordinary levels of relationship building.
NEW BOOK
Rolf Jensen's The Dream Society: How the Coming Shift from Information to Imagination Will Transform Your Business
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NEW FAST GUIDE
Mark Bradley's Seven points on unconventional surveys, extracted from his new book (see below)
NEW BOOK
Mark Bradley's Inconvenience Stores
* * * * * * POSTED THE PREVIOUS WEEK * * * * * * * * * *
NEW FAST GUIDE
How To Research The Future
Phil Dourado introduces you to Crawford Hollingworth of Headlight Vision's deep insights into how to predict what customers will want next (before they even know)
NEW BOOK
C K Prahalad's The Fortune At The Bottom Of The Pyramid
One of the most important books of 2004, new to our book store, reinterprets global customers and how to do business with them. A new take on how to help the developing world develop through business, not aid.
NEW ARTICLE
A Holiday Season CRM Fairy Story
John Coldwell entertains us with how CRM should be...
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NEW FAST GUIDE
Phil Dourado summarises Melinda Davis's 5 insights into what customers desire
NEW BOOK
Paco Underhill shows us the science of shopping
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NEW ARTICLE
Phil Dourado's six key lessons for the upcoming New Year
NEW BOOK
Lou Carbone, the real guru of customer experience engineering's, new book Clued In
NEW FAST GUIDE
Barton Goldsmith's teaches us how to make our own luck for 2005 without any rabbit feet
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NEW FAST GUIDE
Ricardo Semler's 8 tips for becoming a maverick
NEW BOOK
Prahalad & Veraswamy's latest book, The Future of Competition...
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NEW FAST GUIDE
Ken Blanchard's way to build a customer-obsessed company
NEW ARTICLE
The 11 Commandments of Customer Centered Change
NEW BOOK
Ricardo Semler's Maverick!
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NEW FAST GUIDE
Gordon Ramsay's Customer Rules
NEW BOOK
Ken Blanchard et al's Whale Done
NEW ARTICLE
Pret-a-Manger's Sinclair Beecham's customer-focussed leadership style
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NEW FAST GUIDE
John Tschohl shows his Holiday Bill of Consumer Rights
NEW BOOK
Wayne Burkan's Wide-Angle Vision
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NEW FAST GUIDE
Barton Goldsmith's Top Ten Tips for making your Pitch
NEW BOOK
Ken Blanchard's book on building a customer-focused company
NEW ARTICLE
JoAnna Brandi's 5 Positivity Points
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NEW FAST GUIDE
John Tschohl's 8 Simple Steps to Pleasing the Customer
NEW BOOK
David Freemantle shows us his 50 ways to get The Buzz
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NEW FAST GUIDE
Kjell Nordstrom on how we can all be like Tiger Woods
NEW BOOK
The 8th Habit has been discovered by Stephen Covey
NEW ARTICLE IN THE eARTICLE STORE
All Business is Show Business
In a preview from his forthcoming book on leadership, Phil Dourado says most organizations misunderstand how to create a customer experience.
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NEW FAST GUIDE
The 'E' Word: John Tschohl's tips for Employee Empowerment
NEW BOOK
The Butterfly Customer: It's not new to the world, but it's new to our Bookstore.
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NEW FAST GUIDE
Barton Goldsmith's 10 Tips For Beating Frontline Blues
NEW ARTICLE IN THE eARTICLE STORE
Bringing The Internal Brand to Life, by Peter Hutton and Steve Moffatt
NEW BOOK
Consumer Insight, Merlin Stone, Alison Bond and Bryan Foss
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New Content Put Up In Recent Weeks
FAST GUIDE
Protecting pregnant employees: Lack of awareness could be putting the health and well-being of pregnant women and unborn babies at risk, based on Usdaw research.
NEW ARTICLE IN THE eARTICLE STORE
Manco has got service taped:
When a company’s address is in ‘Just Imagine Drive’ you realise that something special is going on. Tony Mosely reports on a very special company.
NEW AWARD IN THE eRESEARCH STORE
Customer Experience Awards
NEW WHITE PAPER IN THE eRESEARCH STORE
The Value of the Ideal Customer Experience:
A paper from Phoenix Marketing International
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New Content Put Up The Previous Week
NEW FAST GUIDES
1. Educating Customer Facing Staff: JoAnna Brandi shares her experience of poor product awareness in retail.
2. The Complaining Relationship: Michael Hill reports on why a customer who complains to you should be valued – many of your dissatisfied customers will take their business elsewhere and not even give you an opportunity to respond.
NEW ARTICLES IN THE eARTICLE STORE
1. PERFECT CUSTOMER SERVICE: Bigger is NOT Better:
David and Lorrie Goldsmith discuss why they think companies should be aiming to reduce the size of customer service departments, not increasing them.
2. Outsourcing Call Centres: Destination where?:
Robert O'Malley champions the cause for outsourcing to the Philippines and explains why, in his opinion, the country is often over looked.
NEW RESEARCH REPORT IN THE eRESEARCH STORE
2004 E-Commerce Report: From the Direct Marketing Association.
NEW WHITE PAPER IN THE eRESEARCH STORE
Thought Leadership - Content and Communications:
This paper is founded on the conviction that companies should differentiate themselves based on the way they think as much as on the products or services they sell. From David X.Manners Company Inc. and Reveries Magazine
NEW BOOKS
We list 440 customer service/CRM/management strategy titles and have just added new inspiration. Check out: Free Prize Inside: The Next Big Marketing Idea which is the new title from SETH GODIN…and… Simply Better: Winning and Keeping Customers by Delivering What Matters Most from Patrick Barwise & Sean Meehan.
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NEW FAST GUIDES
1. E-Marketing: There is little point in having an internet presence if potential clients cannot find and easily navigate your website or receive timely responses to their email enquiries. Here are some basics from Jurek Leon you need to ensure you have in place.
2. How Does Singapore Airlines Fly So High?: Profitable every year since the beginning, Singapore Airlines (SIA) frequently wins international awards for top flight quality and service. Ron Kaufman shows you how they do it
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NEW RESEARCH REPORT IN THE eRESEARCH STORE
The Customer-Centric Contact Center: A New Model: This Best-Practice Report summarizes the findings from a study examining the characteristics and requirements for success of new-generation customer-centric contact centers.
NEW PERIODICAL IN THE eRESEARCH STORE
The Journal of Database Marketing and Customer Strategy Management
New Content Put Up The Previous Week
NEW FAST GUIDES
1. Making the Most of 'Teachable Moments': According to JoAnna Brandi one of the most effective ways to create a profitable, customer-focused culture is to make the most of everyday, on-the-spot learning opportunities. Here she offers six quick tips for putting Teachable Moments into action.
2. Building A Happiness Centred Business: Jurek Leon and Paddi Lund offer a ‘courtesy system’ for dealing with both colleagues and customers.
NEW WHITE PAPER IN THE eRESEARCH STORE
Successful CRM Depends On Communications:
This white paper is based on the hard won experience and scars of Michael Meltzer. Having been involved in a number of multi-million dollar CRM implementations over the years his findings are very simple: communicate, communicate and communicate some more.
NEW RESEARCH REPORT IN THE eRESEARCH STORE
Benchmarks for Excellence in Account Management: Account Management organizations face the increasing challenge of delivering and communicating business value and impact to their internal and external customers. With this study, Best Practices, LLC takes a comprehensive look at the top-performing account management functions' organizational & operating models, services & activities, performance measures, value demonstration & communication strategies. Insights
eJOBS STORE
Escape to pastures new with the help on our online jobs store.
NEW FAST GUIDES
1. 15 Tips for Responsible Computing: The Cutter Consortium Trends Council suggests some actions to consider as part of a responsible computing strategy.
2. Adoption, Device Ownership, And Online Behavior Of Consumers: 2004-2009: Extracted from Forrester's annual Consumer Technographics™ 2004 North American Benchmark Study which is a survey of 60,010 North American households.
NEW ARTICLE IN THE eARTICLE STORE
Don't Let Your Systems Drive Your Customers Crazy!:
Ron Kaufman shares his experiences of ‘accountant-led’ policies and customer unfriendly procedures.
NEW WHITE PAPERS IN THE eRESEARCH STORE
1. How to Increase Bottom Line Profits by Improving Customer Experiences:
ResponseTek reviews challenges companies are facing today and suggests adjustments companies should consider for successful customer retention.
2. Agent-level Customer Feedback and the Impact on First Contact Resolution:
Customer Relationship Metrics (Metrics) conducted a research project that provides evidence that real-time agent-level customer feedback has a significant positive impact on First Contact Resolution rates and creates a significantly higher ROI for your Voice of the Customer measurement program, the results of which are described in this paper.
NEW PERIODICAL IN THE eRESEARCH STORE
Journal of Targeting, Measurement and Analysis for Marketing
New Content Put Up The Previous Week
NEW FAST GUIDES
1. Financial Service Companies 2004 Online Customer Respect Study: Based on a study by The Customer Respect Group which analyses corporate performance from an online customer’s perspective.
2. Customer Care 2004: An overview of the Customer Care Alliance’s Study into British Customer Care.
NEW ARTICLE IN THE eARTICLE STORE
Managing corporate complaints:
Michael Hill reports on why complaints are great for business …and why a negative approach to complaints is bad for business.
NEW RESEARCH REPORT IN THE eRESEARCH STORE
Benchmarking Offshore Service Providers - 3 part series.
NEW BOOKS
We list 440 customer service/CRM/management strategy titles and have just added new inspiration. Check out: The Pirate Inside: Building a Challenger Brand Culture Within Yourself and Your Organizations from Adam Morgan AND The Relationship Edge in Business: Connecting with Customers and Colleagues When It Counts from Jerry Acuff and Wally Wood.
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