Reading List

This book is written by and for marketing professionals. The authors divide the brain into three parts, and single out the ‘old brain’ as the most important part to target.

Daniel Goleman goes into detail providing an extensive theory and explanation of human behavior, emotional intelligence and how to interpret emotions, identifying the five major components of emotional intelligence.

The author is a professor of behavioral economics and seeks to reveal the hidden forces that shape our decisions, including some of the reactive causes of the 2008 financial crisis.

Call of the Mall focuses the concepts found in Paco’s book, Why We Buy, and applies them to the realm of shopping malls, taking in the customer’s perspective.

Given that games and gaming occupy more and more of people’s time, this book provides much-needed insight into why people play games and how games stimulate both gamers and non-gamers.

This book provides a good follow-up to The Ultimate Question (Reichheld, 2006) for better understanding how to apply the NPS (Net Promoter Score) discipline in practice.

In their follow-up to such seminal works as The Experience Economy (see Senteo review), Gilmore and Pine focus on the challenge of how to get and keep profitable customers.

Author John DiJulius highlights the importance of relationship building. DiJulius is considered a premier authority on world-class Customer service and is the author of three books on Customer experience.

This book introduces the concept of “mass customization,” a model in which companies have evolved from mass production of standardized goods to produce greater variety in their products and services.

Gladwell’s thesis is that success goes beyond any single individual’s qualities – rather, the circumstances and surroundings in which any individual exists play an equally, if not more, important role.

Joseph Pine applies his methodology to the digital realm. It begins with a review of how innovations emerge in various industries, using “experience” to disrupt and capture market share.

As businesses rise and fall, executives have come to understand that it is the loyal customers that build a brand and fuel its success. Lovemarks are the answer.

Siggelkow and Terwiesch propose 4 frameworks for transforming episodic interations between customers and businesses into continuous customer relationships, removing many of the issues of traditional business models.

Christensen’s book is an analysis of how disruptive and sustaining technologies affect both large and small companies, whether well-led or mismanaged, with advice on how to minimize any negative impact.

This is a comprehensive book on customer experience, combining a theoretical explanation with extensive information on methodology and tools for implementing a customer experience focus across the company.

Jim Collins and Morten Hansen build on Colins’ previous works. They use a similar format of case studies and analyzed research to identify drivers of success in “great” companies.

Joseph Pine and James Gilmore’s all-time classic is a must read book for anyone interested in the Experience Economy, how it works, and how it adds value.

In this book, Jim Collins undertakes the task of clarifying what it takes for a company to transition from simply being good to truly being a great company.