Incoming Resources
- Twitter power 2.0, how to dominate your market one tweet at a time, Joel Comm
- Customer experience for dummies, by Roy Barnes and Bob Kelleher
- Making meaning, how successful businesses deliver meaningful customer experiences, Steve Diller, Nathan Shedroff, Darrel Rhea
- Exceptional customer service, exceed customer expectations to build loyalty & boost profits, Lisa Ford, David McNair, and William Perry ; foreword by Tony Hsieh
- Beat accelerating customer expectations with trend-driven innovation, beat accelerating customer expectations, Henry Mason, David Mattin, Maxwell Luthy, Delia Dumitrescu ; designed by Maria Isabel Reyes ; foreword by Alexander Osterwalder, lead author of the international bestseller Business model generation
- Be the elephant, build a bigger, better business, by Steve Kaplan
- This is service design doing, applying service design thinking in the real world : a practitioners' handbook, edited/collected/written/designed by Marc Stickdorn, Adam Lawrence, Markus Edgar Hormess, Jakob Schneider
- Mapping experiences, a guide to creating value through journeys, blueprints, and diagrams, Jim Kalbach
- CRM, Lars Helgeson
- Contact center management, from complaints service to value center, Jan Smets
- The thank you economy, Gary Vaynerchuk
- Trustworthy, how the smartest brands beat cynicism and bridge the trust gap, Margot Bloomstein
- Delivering knock your socks off service, Performance Research Associates
- Bag the elephant!, how to win & keep big customers, by Steve Kaplan
- The experience, the 5 principles of Disney service and relationship excellence, Bruce Loeffler and Brian T. Church
- Salesforce.com for dummies, by Liz Kao and Jon Paz
- Crafting the customer experience for people not like you, how to delight and engage the customers your competitors don't understand, Kelly McDonald