Here are 100 books that Human-Centered Communication fans have personally recommended if you like
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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 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,…
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…
I’ve always wondered why meetings are so terrible. And, why we spend so much awful time in them. So, in my graduate studies, I decided to try to figure that out. What makes meetings good and what makes meetings bad? Then, over the course of a couple decades, I wrote what constituted about 25% of all the science on the topic of workplace meetings. It may be self-proclaimed, but I am the Meeting Doctor. Just like you go to a physician for an illness, I’m who people go to when their meetings are sick and need a cure!
So, you’re trying to make your meetings better, but every self-help book out there seems to fall short of your expectations. Well, try some science! This book is all about the science of effective meetings. What they are, what they look like, and how everyone can participate in and lead good meetings. Based on the best science by author, Steven Rogelberg, PhD, and his many colleagues, former students, and research collaborators, this book provides best practices that work. They’ve been tested and they really, actually, work!
A recent estimate suggests that employees endure a staggering 55 million meetings a day in the United States. This tremendous time investment yields only modest returns. No organization made up of human beings is immune from the all-too-common meeting gripes: those that fail to engage, those that inadvertently encourage participants to tune out, and those that blatantly disregard participants' time.
Most companies and leaders view poor meetings as an inevitable cost of doing business. But managers can take heart: researchers now have a clear understanding of the key drivers that make meetings successful. In The Surprising Science of Meetings, Steven…
My fascination with the intricate web of influence and its profound impact traces back to my immersion in literature. Through the immersive experience of reading, we embark on a journey into the minds of others, expanding our understanding and evolving our individual perspectives. My professional trajectory has been shaped by a relentless pursuit of understanding the dynamics of influence across people, processes, and technology. Coupled with experiences spanning all seven continents and interactions with tens of thousands of individuals, I've undergone a transformative journey. Yet, it's the collective success of individuals embracing their humanity, both independently and collaboratively within their spheres of influence, that fuels my passion for continual growth and improvement.
For more than 20 years, we've endorsed this book to both our team members and clients. Effective communication lies at the heart of relationships, and possessing the ability to communicate adeptly in any setting is invaluable.
This book equips readers with essential tools to navigate various social scenarios and overcome inherent anxieties and insecurities, particularly exacerbated by the prevalence of non-verbal communication channels like texting and email.
Whether grappling with speaking or engaging in conversations across diverse situations, this book is an indispensable resource for anyone seeking to enhance their communication skills.
In this bestselling guide to social success, communication expert Debra Fine reveals the techniques and strategies anyone can use to make small talk in any situation.
Does striking up a conversation with a stranger make your stomach do flip-flops? Do you spend time hiding out in the bathroom at social gatherings? Do you dread the very thought of networking? Is scrolling your phone a crutch to avoid interacting?
Help is on the way with The Fine Art of Small Talk, the classic guide that's now revised for the modern era. Small talk is more than just chitchat; it's a valuable…
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’ve finally realized that you can’t outwork yourself out of systemic problems and that so many of the messages we receive have got the problem wrong. Growing up, I was taught to respect my elders. To defer to those who know what they are talking about. But just because someone says something with conviction doesn’t mean they are right. What we’ve been told is imposter syndrome could actually be imposter treatment, and it messes deeply with our sense of self. So even if I’ve taught at brand name institutions, at corporate heavyweights, and on six continents, I’m always seeking to learn.
So many books on negotiation and communication basically say, “Imitate me!” And then, if the author’s advice doesn’t work for you, you must be the problem. Damali’s book and approach are the ones I wish I had existed when I was at Harvard Law School and in the years after when I was teaching well-regarded negotiation frameworks but feeling like something was missing.
Reading Damali’s observation that what makes you different might just become your superpower was the “finally!” moment I’d been waiting for. Instead of telling you to be more like someone else, Damali models and lays out a way for you to be most effective—by being yourself.
A real-world, one-of-a-kind resource for anyone who has ever been underestimated, overlooked, or misunderstood at the negotiating table.
There’s no shortage of negotiation books that advise you to “get to yes,” urge you to “never split the difference,” and push you to “ask for more.” But these one-size-fits-all negotiation techniques disregard the reality of our complex, multifaceted, multicultural world, where snap judgements are made based on perceived differences. When bias lies behind every negotiation, the only constant is you. Learn to leverage who you are—and gain the upperhand.
Negotiating While Black is the indispensable guide that lawyer and mediator Damali…
