Customer-Centricity

Customer-Centricity
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The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Rather than “wowing” the customer, Dixon and his colleagues at CEB suggest that businesses simply deliver on the products and services they provide, but in such a manner that it is effortless for the customer.
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The One to One Future: Building Relationships One Customer at a Time
A collaboration between two authors known for their research on customer centricity, this book focuses on individual customer relationships, targeted sales and marketing, rather than the market at large.
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Customer Experience Management: A Revolutionary Approach to Connecting With Your Customers
In Customer Experience Management, the author expands on his previous seminal work (Experience Marketing) to provide a more practical framework for designing and improving on the customer experience.
Made to Stick: Why Some Ideas Survive and Others Die
The authors explore the idea of “stickiness” which was popularized by Malcolm Gladwell. The main aim of the book is to explain what makes an idea or concept interesting.
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Senteo Rating
Made to Stick: Why Some Ideas Survive and Others Die
The authors explore the idea of “stickiness” which was popularized by Malcolm Gladwell. The main aim of the book is to explain what makes an idea or concept interesting.
Senteo Rating
The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists
Hyken argues that if any business wants to have loyal customers, they must start with loyal employees. Hyken introduces 5 ‘Cults’ that must be implemented to make customers into evangelists.
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The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value
Authors Peter Fader and Sarah Toms provide a guide to their version of the fundamental ideas behind customer centricity, but really focusing on customer lifetime value.
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The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks have Changed Business Forever
Authors Lewis and Dart provide an analysis of principles that assess how retailers can combat the new retail environment, transformed by digitalization and a power shift in the consumer’s favor.
Brand Sense: Sensory Secrets Behind the Stuff We Buy
Brand Sense starts with the premise that we are all intimately familiar with our senses, but it is only when one of them is missing that we realize how important they are. In most cases, the advertising community communicates almost exclusively in visual and/or auditory terms, neglecting the other three senses.
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Senteo Rating
Brand Sense: Sensory Secrets Behind the Stuff We Buy
Brand Sense starts with the premise that we are all intimately familiar with our senses, but it is only when one of them is missing that we realize how important they are. In most cases, the advertising community communicates almost exclusively in visual and/or auditory terms, neglecting the other three senses.
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Reinventing the Wheel: The Science of Creating Lifetime
Reinventing the Wheel: The Science of Creating Lifetime Customers places its full focus on customers and how they should be the focus of any business.
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Marketing to the Entitled Consumer: How to Turn Unreasonable Expectations into Lasting Relationships
A guide to marketing in the digital age, focusing on how to build a marketing strategy in a world where consumers are constantly bombarded with communications and have learned to tune out the ad-saturation which has engulfed consumers over the last two decades.
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Marketing Metaphoria
Gerald Zaltman returns to Senteo’s Recommended Reading page. His new book centers around the topic of “deep metaphors,” lenses that unconsciously shape the way we think and perceive the world.