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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. 
 | | How Canon Got Its Flash Back: Fuijo Mitaria's Ten Point Plan for Turnaround in Tough Times
Author: Kiyoshi Tokuda and Nikkei
UK Publisher: Wiley Eastern
ISBN: 047082123X
Quick Review: "Fujio Mitarai is one of the ablest, most clear-sighted corporate chieftains in the global economy today. Whether cutting unprofitable businesses, pursuing precedent-breaking partnerships or pushing path-breaking manufacturing innovations, Mitarai has immensely improved Canon's financial condition. This must-read book details how Mitarai achieved great success in a most difficult environment." - Steve Forbes, President & CEO, Forbes Inc.
"President and Chief Executive Fujio Mitarai is at the vanguard of a new breed of CEO bent on combining Japanese quality and attention to detail with the U.S. focus on cash flow and shareholder value." - BusinessWeek
"Mitarai has forged a hybrid management style that embraces the hardheaded American pursuit of profit with traditional Japanese business values." - Fortune
"Canon CEO Fujio Mitarai is outshining Sony and Japan's economy by cutting debt, spending on research and exercising his clout." – Bloomberg
buy UK() buy US($)
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| | How Customers Think
Author: Gerald Zaltman
UK Publisher: Harvard Business School Press
ISBN: 1578518261
Quick Review: Despite the time and money spent on market research, 60% to 80% of new offerings fail. Why do consumers often say one thing to marketers--yet act differently in the market? Industry innovator Gerald Zaltman argues that the answer lies in how the mind works. When it comes to buying, 95% of our decision making takes place in the subconscious mind, yet traditional marketing methods barely scratch the surface of this information gold mine. Through compelling examples from his work with Coca-Cola, Procter & Gamble, General Motors, and others, he illustrates how leading companies are transforming this new knowledge into unprecedented value for customers. An intriguing look at how the mind, body, and environment interact to drive our buying decisions, this book opens the door to the next source of competitive advantage. buy UK() buy US($)
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| | How Organizations WorkTaking a Holistic Approach to Enterprise Health
Author: Alan P. Brache
UK Publisher: John Wiley & Sons
ISBN: 0471200336
Quick Review: How Organizations Work offers a clear, integrated solution to performance improvement via a new "Enterprise Model"–which takes into account all variables that influence performance. Alan Brache provides a comprehensive "physical exam" for checking an organization’s vital signs and a 360-degree picture of how organizational dynamics can be harnessed to effect permanent improvements in performance. buy UK() buy US($)
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| | How to be like Walt
Author: Pat Williams with Jim Denney
UK Publisher: Health Communications
ISBN: 0757302319
US Publisher: Health Communications
ISBN: 0345407288
From the inside flap:
"I’ve read every book that has ever been written about Walt Disney, going back to some that were published in the 1930s. [How to Be Like Walt] is by far the most enjoyable to read of them all!" —Tim O’Day, Disney Scholar
"How to Be Like Walt is a fitting tribute to Walt’s memory and an important contribution to the Disney legacy . . . Now more than ever, we need people with the qualities Walt had: optimism, imagination, creativity, leadership, integrity, courage, boldness, perseverance, commitment to excellence, reverence for the past, hope for tomorrow, and faith in God." —Art Linkletter
Phil Dourado adds: Here’s an example of the highly-readable anecdotes you will find throughout this book. It’s from Art Linkletter’s foreword. Linkletter had turned up for a screening of Disney’s new movie, Fantasia, in 1940. He arrived early for the press conference and “found the place empty except for one fellow who was busily arranging chairs.
I said, “When is Walt Disney supposed to arrive?”
He grinned and said, “I’m Walt Disney.”
I said, “You are? Why are you arranging chairs?”
“Well,” he said, “I like to have things just-so.”
How’s that for hands-on, frontline leadership!
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| | How to Drive Your Competition Crazy : Creating Disruption for Fun and Profit
Author: Guy Kawasaki
UK Publisher: Hyperion
ISBN: 0786881631
Quick Review: If you were intrigued by the title of this book, you are probably the type of business book reader who’s had enough of management self-help and touchy-feely tomes. You are ready for the gloves to come off, and the one thing you’ll want in your hands when they do is the first can-do, how-to, kick-butt gonzo guide to driving your competitors off the deep end. buy UK() buy US($)
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| | How to Manage the I.T. Helpdesk
Author: Noel Bruton
UK Publisher: Digital Press
ISBN: 0750638117
Quick Review:Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The `How To' book that every I.T. department needs, it will help turn your helpdesk into a company asset. Learn how to be successful at probably the most stressful job in I.T! This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in case studies. buy UK() buy US($)
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| | How to Measure and Manage Your Corporate Reputation
Author: Terry Hannington (Editor)
UK Publisher: Gower Publishing Limited
ISBN: 0566085526
Quick review: The issue of brand has overshadowed that of reputation. It has been fashionable to re-brand, spend a lot of money on advertising and hope that you can leave your negative baggage behind. This strategy doesn't always work, witness Monday or Consignia, both victims of their "infectious history". Terry Hannington provides a "blueprint" for effectively measuring and managing your reputation. That means understanding the difference between brand and reputation, the significance of the latter and how you get your reputation in the first place. buy UK() buy US($)
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| | How to Measure Customer Satisfaction
Author: Nigel Hill et al
UK Publisher: Gower
ISBN: 0566081938
Quick Review: from the journal Professional Marketing, July 1999
9/10 Excellent! ... an extremely well written and practical guide to the art (and science) of measuring satisfaction: well laid out, easy to read and assimilate. ... Conclusion: An excellent book.
The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal.
Written by three leading practitioners, How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization, the second key requirement for its long-term success. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored.
If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book! (Editor’s Note: Yep, we’ll agree with that). Links:
The Leadership Factor, Nigel’s company, listed in the eProducts & Services Store
Nigel’s articles in the eArticles store (Measurement section) buy UK() buy US($)
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| | How to Move Minds and Influence People
Author: Iain Carruthers
UK Publisher: Prentice Hall
ISBN: 0273663364
US Publisher:
ISBN:
Quick Review: This book has a simple aim: to help you influence people by firing their imaginations. Don’t argue with them.
Sounds easy? Learn how to:
- Ideas and tools to help you influence others in your working life
- How to craft a story to an audience and their needs
- How to understand and tell your own story
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| | How to Win Customers and Keep Them for Life
Author: Michael LeBoeuf
UK Publisher: Berkley Publishing Group
ISBN: 0425175014
Quick Review: The "classic" business book from the author of Working Smart...Revised and updated for the Digital Age! buy UK() buy US($)
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