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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.

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.

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.

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.

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.

Building Great Customer Experiences: Revised Edition

One of a series of books by Colin Shaw concerning the customer experience. Being the first of this series, this book provides a theoretical overview of the customer experience with many examples from the author’s consulting practice.

Brandwashed

Martin Lindstrom turns the tables on the marketing industry and jumps ship, detailing some of the very questions that marketers pour over when they redesign a campaign.

The Art of Being Chosen: Secrets of Success from the Giants of Retail

The author has gathered insights from top executives to identify the drivers of success in retail. Categorizing the responses into six categories, Martin delivers the guiding principles for retail success.

The Art of Being Chosen: Secrets of Success from the Giants of Retail

At Your Service

By combining his view of the subject from both the customer and business perspective, Eliason proposes a methodology that seeks to establish a relationship with the customer through superior service.

Good to Great and the Social Sectors

Using 5 original concepts and examples from the social sector, Collins takes us through how even the social sector can move from good to great through the application of tried and tested business characteristics.

What’s the Secret? – To Providing a World-Class Customer Experience

John DiJulius examines how to improve customer service in your organization. He underscores the importance of interpersonal skills, which he argues have declined due to increasing reliance on technology.