I recommend these helpful books to those trying to get a higher return from their customer experience initiatives as well as those who are struggling with defining the right path forward.

  • Now, Discover Your Strengths (Buckingham and Clifton) – A foundational book for all enterprises.  Placing people in jobs that don’t use their greatest strengths leaves their inherent skills and talents untapped.
  • DRiVE (Pink) – Pink’s highly readable book will leave you questioning your company’s use of extrinsic rewards when trying to motivate people to their highest levels of performance.
  • The Speed of Trust (Covey) — Covey comes up with a new look at trust, one of the most fundamental elements in relationships and societies, and demonstrates how trust can be intentionally developed.  (More here.)
  • The Advantage (Lencioni) – Lencioni contends that focusing on organizational health unleashes the power of employees throughout the company. This comprehensive book provides step-by-step guidance to align effectively.
  • The Goal (Goldratt) – In most respects, Goldratt’s book is a process and supply chain book.  When applied to customer experience it raises the question of “are we managing the right parts of the experience?”
  • The Great Game of Business (Stack) – Don’t be fooled by the word “game” in the title.  Stack’s book is a vote of confidence for (and in) your workforce.  By operating more transparently, companies unleash employee creativity/energy to help the business solve its most crucial dilemmas.
  • A Complaint is a Gift (Barlow and Moller) – Fundamentally changes the way your team will view and react to complaints.  Rather than another negative encounter, turn complaints into a way to inspire and activate positive change.
  • The Ultimate Question 2.0 (Reichheld and Markey) – A follow-on book to the original work on Net Promoter Score (NPS).  Reichheld and Markey tackle how word of mouth impacts customer loyalty and profitability.