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eCustomerServiceWorld.com recommended reads
(NB Check out our Top Ten and our New Books as well!)Browse through and click on a title for a review. 
 | | 10 Things That Keep CEOs Awake at Night
Author: Elizabeth Coffey
UK Publisher: McGraw-Hill Education
ISBN: 0077099893
Quick Review: No more sleepless nights for CEOs. For those kept awake by thorny issues such as communicating with stakeholders, managing the Board and creating culture change, all while meeting the financial demands of the bottom line, Coffey's book is an essential bedtime read.
Coffey's team of expert contributors from the UK's premier coaching firm offers unique insights by using fictionalised studies of CEOs who are facing today's typical challenges. Writing from the coach's perspective, and drawing from their immense well of experience, the team addresses the personal and professional issues, and offers strategies for resolving them.
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| | 1001 Ways to Energize Employees
Author: Bob Nelson
UK Publisher: Workman Publishing
ISBN: 0761101608
Quick Review: In the follow-up to "1001 Ways to Reward Employees", Bob Nelson uses case studies, examples, techniques, research highlights and quotes from business leaders to reveal how successful companies get the best out of their employees. buy UK() buy US($)
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| | 1001 Ways to Reward Employees
Author: Bob Nelson
UK Publisher: Workman Publishing
ISBN: 156305339X
Quick Review: Suggests ways of motivating employees by recognizing their accomplishments, including both formal and informal rewards, individual and group rewards, special events, incentives, and contests. buy UK() buy US($)
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| | 101 Ways to Boost Customer Satisfaction
Author: Timothy R.V. Foster
UK Publisher: Kogan Page
ISBN: 0749423013
US Publisher:
ISBN:
This practical handbook suggests 101 ways to build and maintain customer satisfaction. It focuses on the internal as well as external business practices which affect relationships with customers, and teaches how to build strong, lasting and profitable relationships.
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| | 11 Steps to Brand Heaven
Author: Len Weinreich
UK Publisher: Kogan Page
ISBN: 0749435488
US Publisher:
ISBN:
Quick Review:"Companies spend billions of pounds on advertising campaigns with little or no idea of whether they will work - and most don't", says Len Weinreich. After spending more than 40 years in the ad business, Weinreich decided to spill the beans on how ad agenices excel in spending clients' money by bamboozling them with creative clap-trap. His vast experience also led him to the conclusion that the battle for customer loyalty carries theological overtones, which he so eloquently reveals in his 11 Steps to Brand Heaven. The formation of priesthoods; the crafting of icons; the demonstration of miracles and the giant leaps of faith are all evident in the quest for brand heaven.
For all those who are their brand's chosen representative on earth, Len Weinreich uncovers a web of dogma, shibboleths and worship of false prophets to bring them a true insider's guide to: - judging agency presentations more unconventionally, objectively and critically - buying more effective ads more efficiently - developing a sixth sense when making creative decisions.
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| | 12 Steps to Success Through Service
Author: Barrie Hopson and Mike Scally
UK Publisher: Management Books
ISBN: 1852523409
Quick Review: Satisfying the customer is the most vital factor in business success and the main priority in any business must be to win and keep the customer. This book provides a complete programme to achieve success through service by following 12 crucial steps. buy UK() buy US($)
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| | 180 Ways to Walk the Customer Service Talk: The How-To Handbook For Everyone in Your Organisation
Author: Eric Harvey
UK Publisher: Performance Publishing
ISBN: 1885228341
Quick Review: Call them clients, patrons, patients, guests, members the labels don't really matter. The fact is, they are your livelihood. They are your CUSTOMERS. And whether or not you get and keep their business depends on how well you treat them ... how well you walk the customer service talk. That's what this powerful handbook is all about. Jam-packed with tips, strategies, and techniques, 180 Ways is applicable for every employee function and level in every business and industry. The unique sound-bite, cut to the chase format takes users directly to the behaviors they need to adopt without having to sift through wordy pages. And here's the best part: At its low price, if each reader adopts just a few ideas that result in one return customer per employee, the handbook has paid for itself! buy UK() buy US($)
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| | 21 Ideas for Managers: Practical Wisdom for Managing Your Company and
Author: Charles Handy
UK Publisher: Jossey-Bass
ISBN: 0787952192
Anyone who manages other people will benefit from this engaging collection of 21 insightful pieces on why people and organizations behave the way they do, from one of today's top business philosophers.
This management primer describes organizations not as a collection of numbers and technologies, but as a grouping of people and personalities. The underlying theme is that managers can't make anyone do anything - they must instead rely on influence, understanding and a subtler set of skills to achieve their purposes. Handy's purpose is to make "the strange behavior of people in groups, in families and in committees, become . . . more understandable."
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| | 29 Leadership Secrets from Jack Welch
Author: Jack Welch
UK Publisher: McGraw Hill Higher Education
ISBN: 0071409378
Amazon Book Description:
This is an abridged version of the 2nd edition of Get Better or Get Beaten, which sold more than 36,000 copies in its first full year of publication. However, while that book performed well, some readers felt that the book---and the leadership secrets---could have been more concise and easier to read and apply. This is that book; a streamlined Get Better or Get Beaten book, stripped of excess "fat" and narrative that made the book 200 pages. This book is a short, fast paced book that reads like a "manager's little instruction book."
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| | 30 Days to a Happy Employee : How a Simple Program of Acknowledgment Can Build Trust and Loyalty at Work
Author: Dottie Bruce Gandy
UK Publisher: Fireside
ISBN: 068487329X
Quick Review:It's not more money, bigger offices, better benefits, or flextime. Recent surveys reveal that the number one reason employees quit their jobs is that they don't feel valued on a human level. Growing employment opportunities and the lure of Internet companies have brought this prob- lem to near crisis level. Now, Dottie Gandy, a former regional director with the Franklin Covey Company, provides a simple, principle-based solution that will work to solve the problem in any business. In this clear, straight-foward book, she gives us a step-by-step plan that managers can implement immediately and which yields compelling results, including:
A strong sense of loyalty and commitment among employees
A new corporate culture built on a foundation of trust and designed to weather storms
A renewed sense of mission that can have a substantial impact on the bottom line
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