Here are 100 books that Human-Centered Communication fans have personally recommended if you like
Human-Centered Communication.
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Raised in a Belgian retail store, exceptional customer service was a daily conversation topic with my parents. This upbringing made customer experience a natural part of who I am. Realizing the rarity of such service in the broader world, I delved into studying consumer behavior and how companies can respond effectively. Now, I'm deeply involved in the customer experience field, having authored six books and co-founded Nexxworks, an inspiration agency. I share all my insights freely on social channels, driven by a life goal to help everyone become more customer-centric starting tomorrow.
I am big fan of Shep Hyken and his work. Shep is an incredibly enthusiastic customer experience storyteller, possessing a knack for providing very practical advice to businesses. In this book, he zooms in on one of the most crucial aspects of customer relationships: loyalty.
I fully agree with Shep's viewpoint that many organizations overly concentrate on acquisition, overlooking the fact that cultivating loyal fans and even ambassadors is essential for long-term success.
How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers.
Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from…
I’m passionate about customer experience because it’s the number-one reason businesses succeed or fail. Regardless of the size (or budget!) of your company, you can set yourself apart—and create superfan customers!—by focusing on being exceptional in the areas that really matter. I grew up watching my dad prioritize customer service, first as a fast-food restaurant manager and then at a car dealership, and I know firsthand that how you treat your employees and your customers makes all the difference!
Never Lose A Customer Again is my go-to recommendation for readers that are interested in learning the psychology behind customer loyalty. Joey Coleman details the eight emotional stages that customers go through in the 100 days following a purchase and how you can strategically anticipate their reactions to strengthen your relationships. Everyone that has read Never Lose A Customer Again has told me that it’s helped them improve their relationships with everyone in their lives, not just their prospects and customers.
Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer.
Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences.
While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of…
I’m passionate about customer experience because it’s the number-one reason businesses succeed or fail. Regardless of the size (or budget!) of your company, you can set yourself apart—and create superfan customers!—by focusing on being exceptional in the areas that really matter. I grew up watching my dad prioritize customer service, first as a fast-food restaurant manager and then at a car dealership, and I know firsthand that how you treat your employees and your customers makes all the difference!
John Ruhlin is the expert in strategic gifting, and I know this from firsthand experience! A few years ago, I posted on my Facebook page that I was looking for a new blender and needed some recommendations. Several friends chimed in with suggestions. Two days later, a large box arrived: inside was a fancy new Vitamix blender. I started a yearlong CXO engagement with Experience.com a couple of weeks earlier. The note on the gift-wrapped blender said, “Good luck blending your new role as a tech executive with mom life and keynote speaking! I’m rooting for you, as always. John.” In Gift-ology, you’ll learn how to become an exceptional gift-giver like John that will create “wow” experiences for your customers.
Does it feel like you work in a "red ocean filled with sharks?" Eat or be eaten. Fierce competition. Continual battling over scarce resources.
What if there was another path? What if you could create your own blue oasis where profits are higher, marketing is as natural as breathing, and competition is nearly nonexistent? This nirvana can be a reality when you practice the principles of Giftology. In this unusual un-marketing resource you’ll discover…
*Why Giftology isn’t an expense…it’s an investment that can pay off with huge dividends. *How to practice Giftology on a tight budget… it’s easy and very…
I’m passionate about customer experience because it’s the number-one reason businesses succeed or fail. Regardless of the size (or budget!) of your company, you can set yourself apart—and create superfan customers!—by focusing on being exceptional in the areas that really matter. I grew up watching my dad prioritize customer service, first as a fast-food restaurant manager and then at a car dealership, and I know firsthand that how you treat your employees and your customers makes all the difference!
Jon Acuff is one of my favorite authors. His book Soundtracks is about the stories we tell ourselves. More precisely, it’s about how to challenge the repetitive negative self-talk so many of us are plagued by—talk he refers to as “soundtracks” playing over and over in our heads—with new soundtracks, aka positive talk. If you don’t believe that you deserve superfans, it’s going to be very hard to create them. Jon proposes this simple framework for over- coming negative thoughts: “Retire. Replace. Repeat.” As someone who became a keynote speaker kind of accidentally, I’ve experienced a lot of self-doubt. Jon’s book has truly helped me manage my overthinking and regain confidence. I’ve probably ordered close to 30 copies of Soundtracks off Amazon to give to people because I love it so much!
Overthinking isn't a personality trait. It's the sneakiest form of fear.
It steals time, creativity, and goals. It's the most expensive, least productive thing companies invest in without even knowing it. And it's an epidemic. When New York Times bestselling author Jon Acuff changed his life by transforming his overthinking, he wondered if other people might benefit from what he discovered. He commissioned a research study to ask 10,000 people if they struggle with overthinking too, and 99.5 percent said, "Yes!"
The good news is that in Soundtracks, Acuff offers a proven plan to change overthinking from a super problem…
I’ve always been curious about people and the way they interact. When I was a small child, all our neighbors had their back doors wide open to catch the summertime breeze; they’d get the sense they were being watched… by my small face pressed against the screen door, listening and learning. My parents would get called..” She’s doing it again.” As an introvert, a performing artist, and a coach, I’ve learned to tune my ears to the messaging beneath the words—the unspoken truth in the interaction. And I truly believe that if we can learn to be more effective and compassionate listeners—our world will change for the better.
For anyone tempted to label good listening as “soft skills,” this book will prove you wrong! Even though the book was published in 2010, Goulston positions listening as a vital skill all the more needed in today’s fractious times.
Each chapter is structured with a high-stakes story, “Usable Insights,” and “Action Steps,” with excellent, researched info in between. From the chapter titled “Nine Core Rules for Getting Through to Anyone,” I personally learned so much from this book that I could apply to my daily interactions—particularly those with my very argumentative teenage daughter!
Getting through to someone is a critical, fine art. Whether you are dealing with a harried colleague, a stressed-out client, or an insecure spouse, things will go from bad to worse if you can't break through emotional barricades and get your message thoroughly communicated and registered.
Drawing on his experience as a psychiatrist, business consultant, and coach, author Mark Goulston combines his background with the latest scientific research to help you turn the "impossible" and "unreachable" people in their lives into allies, devoted customers, loyal colleagues, and lifetime friends.
In Just Listen, Goulston provides simple yet powerful techniques you can…
I have been doing research in the Caribbean for twenty-five years. The region is diverse and magnificent. Caribbean people have sought creative solutions for racial inequality, climate and sustainability, media literacy and information, women’s and family issues. The transnational connections with the US are complex and wide-ranging, and knowing more about this region is an urgent matter. I work to understand how sound and media work because they structure our reality in important ways. Listening as a way of approaching relationships in work and play is key to our survival. So is understanding how media works, where we get our information from, and how to tell what’s relevant, significant, and true, and what is not.
This book understands ideas about citizenship as entangled with language, sound, and voice. It traces the ways that exclusion and a politics of second-class citizenship arose in Colombia, as a result of specific ideas about how people should speak and sound. It is at once an intellectual history and historical anthropology of the ways the aural has been foundational to ideas of citizenship and belonging.
In this audacious book, Ana Maria Ochoa Gautier explores how listening has been central to the production of notions of language, music, voice, and sound that determine the politics of life. Drawing primarily from nineteenth-century Colombian sources, Ochoa Gautier locates sounds produced by different living entities at the juncture of the human and nonhuman. Her "acoustically tuned" analysis of a wide array of texts reveals multiple debates on the nature of the aural. These discussions were central to a politics of the voice harnessed in the service of the production of different notions of personhood and belonging. In Ochoa Gautier's…
I’ve been working with words for over 25 years, as a writer and editor in publishing houses, design studios, and now as a freelance. I help everyone from big brands and small businesses through to academics and consultants get their ideas out of their heads and on to the page. I was an original co-founder of ProCopywriters, the UK alliance for commercial writers. I’ve written and self-published four books, the most recent of which is How to Write Clearly. The books I’ve chosen all helped me to write as clearly as I can—not least when writing about writing itself. I hope they help you too!
Some writing guides can be a little bit “citation needed.” The author certainly sounds like they mean it—but where’s the proof?
There’s no such problem with Anne Janzer’s superb Writing to be Understood. Setting out to get to the heart of what makes a piece of text clear and memorable, she offers a masterclass in clear and expressive writing.
Along the way, she interviews experts in every area from non-fiction writing to psychology, risk management, behavioral design, and even comedy, bringing their authoritative guidance directly into her book. Read, learn, and see your writing improve.
Have you ever wondered what makes your favorite nonfiction books so compelling, understandable, or enjoyable to read? Those works connect with you, as a reader. When you recognize what's happening, you can apply those same methods to your own writing.
Writing To Be Understood is the thinking writer's guide to effective nonfiction writing techniques, such as:
- Using analogies to illustrate unseen concepts - Appealing to the reader's innate curiosity - Balancing humility with credibility
For each topic, the book combines insights from cognitive science with advice from writers and expert practitioners in fields of psychology, technology, economics, medicine, policy,…
I have taught psychology in UK universities for over 35 years. I love finding a 'way in' to the subject for my students. I challenge them to find a passion, and I love seeing that passion 'take off' in someone. In my experience, these are five books that have helped psychology students (me included) to find their passion.
I was captivated by the first chapter of this book, which summarises the case for considering language to be a human instinct. I love the way that it deploys rational thought and evidence in pursuit of intriguing 'grand theorizing'. It's a compelling read and expertly constructed introduction to the psychology (and sociology) of language. It is also a case study in how to build arguments.
The diminishing role of rational thought and evidence-based argument in the wider political sphere is one of the greatest threats to our world. So, when we read books like this, we are not simply making a personal decision. We are also making a political statement about the kind of world we want to live in.
'Dazzling... Pinker's big idea is that language is an instinct...as innate to us as flying is to geese... Words can hardly do justice to the superlative range and liveliness of Pinker's investigations' - Independent
'A marvellously readable book... illuminates every facet of human language: its biological origin, its uniqueness to humanity, it acquisition by children, its grammatical structure, the production and perception of speech, the pathology of language disorders and the unstoppable evolution of languages and dialects' - Nature
As a 25-year business coach, I have often assigned clients the task of wandering through a book store and acting like a heat-guided missile, letting themselves notice what topics and books they are naturally drawn to. For me, even as a liberal arts major with no entrepreneurial experience when I started my consulting business 25 years ago, I was always drawn to the business, psychology, and entrepreneur section. The world of work is my playground, and I am fascinated by how to help people build a powerful body of work while sustaining themselves financially and having a deep quality of life.
When your business begins to gain momentum and scale, you need to build both communication infrastructure and process to motivate your employees, partners, and customers. Drawing from decades of award-winning work at their firm Duarte, Nancy and Patti give creative, specific advice about how to be an inspiring and effective leader.
'Change can be fear-filled in prospect but fearsome in effect. With Illuminate, Duarte and Sanchez light our path through that crucial transition dazzlingly' ROBERT B. CIALDINI, author of Influence
To envision the future is one thing, getting others to go there with you is another. By harnessing the power of persuasive communication you can turn your idea into a movement.
In Illuminate, acclaimed author Nancy Duarte and communications expert Patti Sanchez equip you with the same communication tools that great leaders like Steve Jobs, Howard Schultz, and Dr. Martin Luther King Jr. used to move people.
As a reading educator my mission in life is to give the gift of literacy. Inspiration came from my mother, my first-grade teacher who taught me to read. At 90-plus years old and declining, I dedicated one of my 18 books on teaching literacy to her. She sent me the last letter she would ever write and said, “Oh, oh, oh!”—a quote from Dick and Jane, the book she used to teach reading to three generations of first graders—“I always wanted to write a book but never did. I hope a word of mine is on a page or two of yours.” Her inspiration is on every page.
This book changed my life as a scholar who champions change in how we teach reading.
Susman brilliantly charts the path for anyone who wants to open minds, move hearts, and change the world in any movement or endeavor. She chronicles her own career journey which led her to be the renowned head of corporate affairs at Pfizer during the pandemic and beyond and leaves the reader with a path to follow in their own campaigns for change based on compassion and common sense.
Pfizer's trailblazing communications leader, Sally Susman, reveals how we can break through the noise to get our message across and make positive change.
A global pandemic. A roller-coaster economy. Political tensions ready to ignite, and common civility at an all-time low. For leaders, the pressures and the stakes could not be higher. And in such a stormy, often dangerous world, communications can no longer be considered a soft skill. The ability to reach people and drive public conversation is a rock-hard competency.
In this wise and inspiring book, Sally Susman, the renowned head of corporate…
