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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. 
 | | Beans - Four Principles for Running a Business in Good Times or Bad
Author: Leslie Yerkes and Charles Decker
UK Publisher: Jossey-Bass
ISBN: 0787967645
Quick Review:
Beans is tells story of The El Espresso, a legend in its own time in Seattle. Told over the span of a single day, it follows The El's founder, Jack Hartman, through a business crisis that will challenge him and make him clear on why he does what he does. Unsure of whether he has lost the passion needed to sustain his business, Jack hires a consultant who flies to Seattle to "help" him but in reality bears witness to the secrets of good business, whether it's a company of 20 employees or 20,000. In the process, Jack learns about "the Four Ps" and how applying these universal principles can reenergize his employees, his customers, and even himself.
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| | Beep! Beep! Competing in the Age of the Road Runner
Author: Chip Bell
UK Publisher: Warner Business Books
ISBN: 0446676543
Wile E. Coyote hovers in a hot air balloon over the road, waiting to drop an anvil on the unsuspecting Road Runner. Wile E. puts a grenade in the seat of a toy airplane and ... you know what happens. He becomes the victim of his own diabolical plans. The Road Runner wins every time. Chip R. Bell and Oren Harari’s book turns a cartoon classic into a wonderful metaphor for today’s fast-paced work environment. Organizations are changing their cunning competitive ways. Instead of behaving like Wile E. Coyote, they are becoming like the quick, agile, joyful Road Runner. In an amusing style, the authors illustrate their points with cartoons of the famous duo and plenty of plot scenarios and interesting tidbits of trivia. The “Birdseed” sections scatter tips to help you and your company make the transition to the wide-open desert of opportunity ahead. Those who grew up with Road Runner will relate to this book immediately. ~ Rolf Dobelli, Amazon Reviewer buy UK() buy US($)
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| | Benchmarking
Author: Sylvia Codling
UK Publisher: Gower Publishing Limited
ISBN: 0566079267
This guide is designed for the reader who wants to know what benchmarking is and what the real benefits are to themselves and to their company. The book equips them with the techniques needed to use benchmarking with good effect in an organization. Tables and figures provide quick references. buy UK() buy US($)
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| | Best Practices in Customer Service
Author: Ron Zemke
UK Publisher: Amacom
ISBN: 0814470289
Quick Review: Since originating the popular Knock Your Socks Off Service books several years ago, consultant and trainer Ron Zemke has justifiably been regarded as an expert on the whys and hows of delivering top-drawer customer service. Now, teamed with quality-management specialist John A. Woods, he has combined 35 reflective yet pragmatic articles that clarify the connection between great customer service and superior organisational performance. Zemke first explains why such efforts are vital and then provides an assortment of cost-effective ways to implement a variety of service plans. He receives help from contributors such as Chip R. Bell on nurturing loyalty, Janelle M. Barlow and Dianna Maul on maintaining high standards during peak-demand periods, and Gary Connor on developing company-wide campaigns. This is a terrific resource for better understanding what consumers really want and how to create systems that will meet their demands. --Howard Rothman, Amazon.com
This customer service resource presents the thinking of some of the leading customer service consultants and practitioners. It is designed to assist readers in learning the best practice in customer service, and implementing them in their own organizations. Links:
eArticles store (articles by Ron Zemke)
eResearch Store (Ron’s listing in the Who's Who)
eProducts & Services Store (Ron’s consulting company, PRA)
eSpeakers Store (to enquire about booking Ron as a speaker) buy UK() buy US($)
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| | Best Practices in Organization Development and Change Handbook: Culture, Leadership, Retention, Performance
Author: Louis Carter et al
UK Publisher: Jossey Bass Wiley
ISBN: 078795666X
Quick Review:
Case Studies: Written under the direction of experts in leadership and organization development, this book is a compilation of ideas and strategies from the top thinkers and top companies in the field.
Learn how 17 world-class organizations achieved their change objectives including how Westinghouse created a safety culture that has become the world-wide standard for safety practices and how Dow Corning implemented an award winning coaching and mentoring system.
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| | Beyond Branding: How the New Values of Transparency and Integrity Are Changing the World of Brands
Author: Nicholas Ind (Editor)
UK Publisher: Kogan Page
ISBN: 0749441151
Quick Review: In response to the growing "anti-globalization" movement and the perception that brands are manipulative and demeaning, this text argues that branding is neither inherently good nor evil. It aims to show that branding can benefit employees, customers and investors if managers rethink their fundamental assumptions about brands and marketing. True business value is created by open, transparent and honest relationships. The book explores responsibility in the context of brands: why do some brands behave ethically and others not? Why do some brands engage their employees and others manipulate them? Based on contemporary research and using international case studies, the contributors cover: new ways to measure value; the responsible use of power; leadership and how it can balance ethics, reality and vision; authenticity; the role of NGOs; engaging consumers in ethical issues; and the business benefits of "open" branding. buy UK() buy US($)
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| | Beyond Change Management - Advanced Strategies for Today's Transformational Leaders
Author: Dean Anderson and Linda Ackerman Anderson
UK Publisher: Jossey Bass Wiley
ISBN: 0787956457
Quick Review: This innovative resource suggests solutions leaders have yearned for but have been unable or unwilling to address. The authors offer new directions and ways of thinking and behaving that are requirements for successful transformational change, and the book addresses these topics directly and pragmatically. The book expands and integrates the fields of organization development, leadership, change management, and consciousness. buy UK() buy US($)
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| | Beyond the Limits: The Lessons Learned From A Lifetime's Adventures
Author: Ranulph Fiennes
UK Publisher: Little Brown
ISBN: 0316857068
The man who thought up and then ran seven marathons in seven days on seven continents – not long after heart by-pass surgery – may be slightly mad. But, Fiennes’ determination to live beyond the limits that we all live within has earned him the Guinness Book of Record’s official title as ‘World’s greatest living explorer’. It also provides us with some inspirational lessons in how to go beyond what seems to be possible. As he’s coming to talk to us in London in the spring of 2006 on everything from how to pick a winning team to how to motivate that team to achieve extraordinary results, we thought we should put his account of his extraordinary adventures in our book store. Be warned, though: he plunges you so deep into the Polar treks that you’ll need to turn the central heating up. buy UK() buy US($)
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| | Big Brands Big Trouble: Lessons Learned the Hard Way
Author: Jack Trout
UK Publisher: John Wiley & Sons
ISBN: 0471263036
Quick Review: It wasn't long ago that Levi-Strauss, Xerox, Crest, AT&T, Firestone, and Digital Equipment dominated their respective markets. What happened to undermine their standings and of those of other superbrands? Are their declines simply the inevitable consequence of change and the birth of new competition? In this important predecessor to the classic Differentiate or Die, "the king of positioning," Jack Trout answers that question with a resounding "No!" Writing in his signature, straight-from-the-hip style he reveals the disastrous marketing and strategy blunders that led to the dissolution of the most recognized superbrands. He clearly shows how those mistakes could have been avoided. With the help of in-depth case studies chronicling the events leading up to the falls from grace of Sears, Miller Brewing, Xerox, Crest, Burger King, and other past market leaders, he identifies the ten most common mistakes that big brands make, and he develops a set of expert guidelines for marketing managers and executives on how to build, protect, manage, and expand their companies' brands and avoid brand-killing blunders. buy UK() buy US($)
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| | Blink: The Power of Thinking Without Thinking
Author: Malcom Gladwell
UK Publisher: Allen Lane
ISBN: 0713997273
US Publisher: Little Brown
ISBN: 0316172324
(From Amazon): Intuition is not some magical and mysterious property that arises unbidden from the depths of our mind. It is a product of long hours and intelligent design, of meaningful work environments and particular rules and principles. For too long we have thought of intuition as a kind of black box at the very core of who we are and why we act the way we do. This book shows us how we can hone our instinctive ability to know in an instant, helping us to bring out the best in our thinking and become better decision-makers in our homes, offices and in everyday life. Just as he did with his revolutionary theory of the tipping point, Gladwell reveals how the power of ‘blink' could fundamentally transform our relationships, the way we consume, create and communicate, how we run our businesses and even our societies. You'll never think about thinking in the same way again. buy UK() buy US($)
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