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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.

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.

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.

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.

Connected Strategy

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.

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.

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.

Great by Choice

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.

Great by Choice

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.

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.

Good to Great

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.

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.