Customer-Centricity

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Customer-Centricity Customer Experience Customer-Centricity Emotional Intelligence General Business Innovation Design Loyalty Relationship Management Transformation Evolution of Business Models

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Neuromarketing: Understanding the “Buy Buttons” in Your Customer’s Brain

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.

Emotional Branding

Emotional Branding: The New Paradigm for Connecting Brands to People is the culmination of Marc Gobé and his thoughts on how brands are defined by individual perception.

Brainfluence

Roger Dooly unpacks the plethora of methods that marketers can use to reach the ‘locked’ minds of the consumers – the 95% of the brain that accounts for unconscious thought.

Designing for Emotion

This book is a wonderful piece of literature showcasing and explaining the importance of accounting for human emotion during design, offering insightful guidance on the principles one must adhere to.

Designing for Emotion

This book is a wonderful piece of literature showcasing and explaining the importance of accounting for human emotion during design, offering insightful guidance on the principles one must adhere to.

CRM at the Speed of Light: Social CRM Strategies, Tools and Techniques for Engaging Your Customers (Fourth Edition)

In CRM at the Speed of Light, the author seeks to address all the changes that have occurred since the previous edition as a result of technology and social media.

Call of the Mall

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.

Answering the Ultimate Question: How Net Promoter Can Transform Your Business

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.

Authenticity: What Consumers Really Want

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.

Authenticity: What Consumers Really Want

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.

Mass Customization: The New Frontier in Business Competition

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.

Infinite Possibility: Creating Customer Value on the Digital Frontier

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.

Customer Experience Strategy: The Complete Guide From Innovation to Execution

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.