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The Experience Economy, Updated Edition

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.

The Relationship Economy: Building Stronger Customer Connections in the Digital Age

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.

Gamification by Design

With this book, Gabe Zinchermann returns to the gamification realm, this time with Christopher Cunningham, to elaborate on design strategy and tactics for businesses to integrate into their own strategies.

Lovemarks: the future beyond brands

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.

Lovemarks: the future beyond brands

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.

The Innovator’s Dilemma: The Revolutionary Book That Will Change the Way You Do Business

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.

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.

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.

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.

Contagious

Contagious: Why Things Catch On is a dive into the concept of viral marketing and how something can be shared to the point of being a cultural phenomenon.