Customer-Centricity

Customer-Centricity
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Why We Buy: The Science of Shopping – Updated and Revised for the Internet, the Global Consumer, and Beyond
The author provides a behavioral psychology perspective on shopping and lessons for success in retail, including an updated section on the internet and the global consumer.
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Managing the Customer Experience: Turning Customers Into Advocates
The book advocates that creating an intentional, consistent, differentiated and valuable customer experience that is synonymous with your brand is increasingly recognized as a vital driver of corporate performance.
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Customer Service Tip of the Week: Over 52 ideas and reminders to sharpen your skills
Jeff Toister is a customer experience author, consultant, and trainer. His book provides a unique guide of useful tips which emphasize customer service skills that also trickle into relationship building.
The Customer Experience Fiasco
Andrew Reise Consulting combined the knowledge of their team to collectively compose a novel that highlights the risks of failure in the customer experience realm.
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The Customer Experience Fiasco
Andrew Reise Consulting combined the knowledge of their team to collectively compose a novel that highlights the risks of failure in the customer experience realm.
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Customer Experience: Future Trends and Insights
A follow-up to The DNA of Customer Experience, which takes a more futuristic view of customer experience and trends which are shaping it. The book describes components of three major trends.
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Customer Loyalty: How to Earn It, How to Keep It
In Customer Loyalty, the author begins with a short introduction to customer loyalty, drawing distinctions between increasing market share and building loyalty, and how a market strategy can limit loyalty.
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Bank 3.0: Why Banking is No Longer Somewhere You Go, But Something You Do
This is an updated edition of Bank 3.0, from the author who addresses the disruptive forces threatening the banking world.
Bank 2.0: How Customer Behaviour and Technology Will Change the Future of Financial Services
A comprehensive manual on the changes occurring in the banking world, with a focus on the three main disruptive forces which are dramatically changing the financial services industry.
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Bank 2.0: How Customer Behaviour and Technology Will Change the Future of Financial Services
A comprehensive manual on the changes occurring in the banking world, with a focus on the three main disruptive forces which are dramatically changing the financial services industry.
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The Amazement Revolution: Seven Customer Service Strategies to Create and Amazing Customer (and Employee) Experience
This book is about customer service and creating an environment of “amazement” in your organization, defined as indoctrinating your team into “service that is consistently and predictably better than average.”
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What Women Want: The Science of Female Shopping
What Women Want focuses on the female shopper and her growing presence in the global marketplace, identifying just exactly what constitutes the personality and needs of the modern woman shopper.
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Increasing Customer Loyalty: Expert Advice on Making Your Customers Loyal and Profitable
An anthology of Harvard Business Review articles. The authors of the 9 articles provide a collection of best practices for making your customers loyal, translating this into profitability.