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) – While the book is now out of print, the premise remains.  Placing people in jobs that don’t use their greatest strengths leaves their inherent skills and talents untapped.  Take the test at the CliftonStrengths link.
  • 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.