Customer Relations

Customers come first. But as more and more businesses emphasize personal contact with their clients, they are raising the bar regarding what constitutes good customer service. Learn how to stay ahead of the pack.

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Summaries

How Being Design-led Helps Companies Get the Right Services to Market

Joe Heapy et al.

Kogan Page, 2018

8
The Two Word Miracle

Joseph Callaway and JoAnn Callaway

Wiley, 2012

6
Real-World Tips & Techniques for the Service Front Lines

Adam Toporek

AMACOM, 2015

8
How to Create an Effective Customer Focus

Sarah Cook

Kogan Page, 2008

7
Harnessing Data and AI to Reinvent Customer Engagement

Tom Chavez et al.

McGraw-Hill, 2018

9
A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

Jeff Toister

Jeff Toister, 2017

8
A Leader’s Guide to Driving Superior Performance

Linden Brown and Christopher Brown

McGraw-Hill, 2014

8
The most memorable experiences are suffused with emotion – not extra features or value for money.

Stefan Thomke

MIT Sloan Management Review, 2019

7
The Story of Innovation and Customer Choice

Clayton M. Christensen et al.

HarperBusiness, 2016

9
Service Design, Strategy, and the Art of Customer Delight

Thomas A. Stewart and Patricia O’Connell

HarperBusiness, 2016

9