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The Road Ahead   William H Gates III
The Rule of Three. Why only three major competitors will survive in any market   Jagdish Sheth, Rajendra Sosidia
The Saturn Difference: Creating Customer Loyalty in Your Company   Vicki Lenz
The Service Profit Chain   James Heskett, Earl Sasser, James Schlesinger
The Seven Myths of Customer Management - How to Be Customer-Driven without Being Customer-Led   John Abram and Paul Hawkes
The Seven-day Weekend: A Better Way to Work in the 21st Century    Ricardo Semler
The Six Sigma Way   Peter S. Pande, Robert P. Neuman and Roland R. Cavanagh
The Soul of The New Consumer   David Lewis & Darren Bridger
The Source of Success: Five Enduring Principles at the Heart of Real Leadership   Peter Georgescu with David Dorsey
The Southwest Airlines Way   Jody Hoffer Gittell

		The Road Ahead Author: William H Gates III UK Publisher: Penguin ISBN: 0140243518 US Publisher: Penguin USA ISBN: 0140260404 Quick Review: Love him or loathe him, Mr Microsoft is certainly an influential voice in the modern business world and The Road Ahead is definitely an important addition to any business library. Gates's description of the beginnings of the information age, while somewhat over-emphasizing his own contributions and downplaying those of his competitors, is nonetheless as clear and enlightening as any in print today. Likewise, his view of the digital future--from hardware to software and education to entertainment--should be read and studied by all who use technology in their business today or plan to use it on the road ahead. Links: eResearch Store (Bill Gates’s mini-profile in our Who's Who) buy UK() buy US($)
		The Rule of Three. Why only three major competitors will survive in any market Author: Jagdish Sheth, Rajendra Sosidia UK Publisher: Free Press ISBN: 074320560X Evidence suggests that three full-line, volume driven competitors eventually emerge to capture between seventy and ninety percent of a given market. Sheth and Sisodia show how most markets resemble a shopping centre with specialty shops anchored by large stores. Drawing wisdom from these markets, THE RULE OF THREE offers counterintuitive insights, which inform suggested strategies for the 'Big 3' players, as well as for mid-sized companies that may want to mount a challenge and for specialists who want to flourish. buy UK() buy US($)
		The Saturn Difference: Creating Customer Loyalty in Your Company Author: Vicki Lenz UK Publisher: John Wiley & Sons ISBN: 0471314498 Quick Review: Using the Saturn Car Corporation's style of business as a role model, the author shows how companies can create relationships with their customers, keep customers satisfied, and turn one-time customers into repeat-purchasing, loyal customers. Written from the customer's perspective (from the outside looking in) using interviews with Saturn customers and the author's own experiences, supported by information from the Saturn Corporation, each chapter covers a different step to gaining customer loyalty. Steps include: how to create interest; how to help customers feel welcome; how to solve problems; and how to communicate after the sale. buy UK() buy US($)
		The Service Profit Chain Author: James Heskett, Earl Sasser, James Schlesinger UK Publisher: Simon and Schuster ISBN: 0684832569 One-sentence summary from eCSW.com: Happy people create happy customers which boosts your profits. You can count it (that’s the tricky bit, even if you know it intuitively to be true). Few more sentences from the publisher: This is the product of research by a team of Harvard Business School authorities on service management. It provides a model that managers should be able to use - with practical guidelines that have been implemented already by high-performing companies. Directly linking profit and growth not only to customer loyalty and satisfaction but to employee productivity, loyalty, and satisfaction, the authors lay out a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing faults. With in-depth case studies that demonstrate how the best companies do it. buy UK() buy US($)
		The Seven Myths of Customer Management - How to Be Customer-Driven without Being Customer-Led Author: John Abram and Paul Hawkes UK Publisher: John Wiley & Sons Ltd ISBN: 047085880X Quick Review: Written in a lively, readable and anecdotal style, this book challenges much conventional wisdom and provides a powerful antidote to many potentially dangerous and expensive misconceptions. Written by two experienced and expert practitioners, it offers practical and pragmatic advice on how to unlock customer value and maximize corporate revenues. buy UK() buy US($)
		The Seven-day Weekend: A Better Way to Work in the 21st Century Author: Ricardo Semler UK Publisher: Century ISBN: 0099425238 US Publisher: Portfolio ISBN: 1591840260 Quick review: In The Seven-Day Weekend, Semler explains how he transformed a small family business into a highly profitable manufacturing, services and high-tech powerhouse - 40 times larger - while watching his favourite movies or relaxing with his son in the middle of the business day. AUTHORBIO: Ricardo Semler has won international fame for creating the world's most unusual workplace and lectures all over the world. buy UK() buy US($)
		The Six Sigma Way Author: Peter S. Pande, Robert P. Neuman and Roland R. Cavanagh UK Publisher: McGraw-Hill Publishing Company ISBN: 0071358064 Quick Review: This is an overview of the Six Sigma programme, decribing the core elements, and how it can be applied to improve companies' performances. The system is used for improving the quality of organizational processes, and there are case studies of its application. buy UK() buy US($)
		The Soul of The New Consumer Author: David Lewis & Darren Bridger UK Publisher: Nicholas Brealey Publishing Ltd ISBN: 1857882466 Traditional ways of ‘dividing up customers’ into manageable groups – segmentation according to behaviour or characteristics such as age and gender – are increasingly blunt instruments in the face of the consumer’s demand to be treated as an individual. In recent years we have seen customers in the developed economies become increasingly resistant to and ‘knowing’ about traditional marketing techniques. Got a loyalty card? It’s probably one of half a dozen in a customer’s purse. Who’s zooming whom? Customers are adept at working the marketing ‘system’. Authenticity is the new battleground. Customers see through hype, but are still attracted by ‘buzz’. Not sure of the difference? The former smacks of attempts to manipulate the customer by the supplier, while the latter denotes spontaneous peer approval, and so is seen as more authentic. New consumers defy traditional marketing concepts. Segments, age quartiles et al have declined in value. With examples from Starbucks to Dyson to AmEx’s use of computer technology to create intimate portraits of individual customers, the authors report on the ‘new consumer’ and how you have to change to meet their needs. It seems to us at eCustomerServiceWorld.com that, increasingly, consumers are acting like business-to-business customers in wanting to be involved in aspects of production and supply that previously they ignored. “Crucially, they have a very strong desire for authenticity in everything the buy and are deeply distrustful of suppliers and manufacturers. In an affluent world, now saturated with affordable products, the stresses they (your customers) experience are caused by scarcities of time, attention and trust” conclude the authors. We think the authors are on exactly the right track. Forget all that old stuff about the Customer being King. It’s just too hackneyed and clichéd and even customers don’t believe it. You have to connect on all kinds of new levels to reach, say this book’s authors, the ‘soul’ of the new consumer. buy UK() buy US($)
		The Source of Success: Five Enduring Principles at the Heart of Real Leadership Author: Peter Georgescu with David Dorsey UK Publisher: Pfeiffer Wiley ISBN: 0787980374 I love the core insight at the heart of this book – that “the relationship between the informed customer and the creative employee” is the key source of value in today’s corporation. Georgescu’s five principles, which he says can unleash the untapped energy within our organizations and ourselves, are: 1. Creative capacity and the brand integrity that grows from it are an organization’s most important assets. 2. Enlightened leaders inspire creativity through understanding, cooperation, and respect. 3. Competence and execution are as important as ever, but they must be aimed at building intimacy with the customer. 4. Alignment is the critical concept for the twenty-first-century organization. 5. Great companies don’t happen without leaders who have transformed themselves. buy UK() buy US($)
		The Southwest Airlines Way Author: Jody Hoffer Gittell UK Publisher: McGraw-Hill Education ISBN: 0071396837 From the Back CoverThrough extensive research Jody Hoffer Gittell gets to the bottom of what has sustained Southwest Airline's positive employee relations and high performance through good and bad times. Shareholders, employees, and customers would all benefit if companies would learn from this rich story and adapt the lessons to their particular settings. buy UK() buy US($)

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