100 books like Human-Centered Communication

By Ethan Beute, Stephen Pacinelli,

Here are 100 books that Human-Centered Communication fans have personally recommended if you like Human-Centered Communication. Shepherd is a community of 11,000+ authors and super readers sharing their favorite books with the world.

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Book cover of I'll Be Back

Steven Van Belleghem Author Of A diamond in the rough: Over a 100 specific tips to build a strong customer culture

From my list on From Steven's list on acheiving an awesome customer experience.

Why am I passionate about this?

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.

Steven's book list on From Steven's list on acheiving an awesome customer experience

Steven Van Belleghem Why did Steven love this book?

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.

By Shep Hyken,

Why should I read it?

2 authors picked I'll Be Back as one of their favorite books, and they share why you should read it.

What is this book about?

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…


Book cover of Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days

Brittany Hodak Author Of Creating Superfans: How To Turn Your Customers Into Lifelong Advocates

From my list on turning your customers into superfans.

Why am I passionate about this?

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! 

Brittany's book list on turning your customers into superfans

Brittany Hodak Why did Brittany love this book?

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. 

By Joey Coleman,

Why should I read it?

1 author picked Never Lose a Customer Again as one of their favorite books, and they share why you should read it.

What is this book about?

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…


Book cover of Giftology: The Art and Science of Using Gifts to Cut Through the Noise, Increase Referrals, and Strengthen Retention

Brittany Hodak Author Of Creating Superfans: How To Turn Your Customers Into Lifelong Advocates

From my list on turning your customers into superfans.

Why am I passionate about this?

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! 

Brittany's book list on turning your customers into superfans

Brittany Hodak Why did Brittany love this book?

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. 

By John Ruhlin,

Why should I read it?

1 author picked Giftology as one of their favorite books, and they share why you should read it.

What is this book about?

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…


Book cover of Soundtracks: The Surprising Solution to Overthinking

Brittany Hodak Author Of Creating Superfans: How To Turn Your Customers Into Lifelong Advocates

From my list on turning your customers into superfans.

Why am I passionate about this?

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! 

Brittany's book list on turning your customers into superfans

Brittany Hodak Why did Brittany love this book?

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!

By Jon Acuff,

Why should I read it?

1 author picked Soundtracks as one of their favorite books, and they share why you should read it.

What is this book about?

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…


Book cover of I Hear You: The Surprisingly Simple Skill Behind Extraordinary Relationships

Lida Citroën Author Of Success After Service: How to Take Control of Your Job Search and Career After Military Duty

From my list on success in a civilian life after the military.

Why am I passionate about this?

I’m an executive coach, personal branding consultant, and reputation management expert helping global executives, entrepreneurs, and thought leaders manage how they’re perceived and drive towards ideal opportunities. A long-time passionate supporter of the military, I volunteer to help veterans transitioning to civilian careers. My work with veterans comes from gratitude for their sacrifice. I regularly speak at military installations, podcasts, and events on veteran transition and hiring, teach in the TAP program at the US Air Force Academy, and serve on the Board of Directors at Project Sanctuary, which focuses on healing military families. Since 2012, I’ve also been a writer for Military.com.

Lida's book list on success in a civilian life after the military

Lida Citroën Why did Lida love this book?

There are so many books written about active listening and communications, but not many that focus on what the other person really needs: Validation.

As veterans re-integrate into the civilian workforce and lifestyle, the way they communicate is different from when they were serving in the military, and becoming mindful of how they communicate with others is important. This book will guide them through a key skill (validation) that will help them not only in their career, but also in their personal life. 

By Michael S. Sorensen,

Why should I read it?

2 authors picked I Hear You as one of their favorite books, and they share why you should read it.

What is this book about?

What if making one tweak to your day-to-day conversations could immediately improve every relationship in your life?

In this 3-hour, conversational read, you’ll discover the whats, whys, and hows of one of the most valuable (yet surprisingly little-known) communication skills available—validation. 

Whether you’re looking to improve your relationship with your spouse, navigate difficult conversations at work, or connect on a deeper level with friends and family, this book delivers simple, practical, proven techniques for improving any relationship in your life.

Mastery of this simple skill will enable you to:

Calm (and sometimes even eliminate) the concerns, fears, and uncertainties of…


Book cover of Just Listen: Discover the Secret to Getting Through to Absolutely Anyone

Kymberly Dakin-Neal Author Of Head, Heart, and Hands Listening in Coach Practice: The Listening Coach

From my list on our quietest superpower: listening.

Why am I passionate about this?

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 listenersour world will change for the better.

Kymberly's book list on our quietest superpower: listening

Kymberly Dakin-Neal Why did Kymberly love this book?

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!

By Mark Goulston,

Why should I read it?

3 authors picked Just Listen as one of their favorite books, and they share why you should read it.

What is this book about?

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…


Book cover of Illuminate: Ignite Change Through Speeches, Stories, Ceremonies, and Symbols

Pamela Slim Author Of The Widest Net: Unlock Untapped Markets and Discover New Customers Right in Front of You

From my list on to build a business worth running.

Why am I passionate about this?

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. 

Pamela's book list on to build a business worth running

Pamela Slim Why did Pamela love this book?

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.

By Nancy Duarte, Patti Sanchez,

Why should I read it?

1 author picked Illuminate as one of their favorite books, and they share why you should read it.

What is this book about?

'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.

In this visual and…


Book cover of Writing to Be Understood: What Works and Why

Tom Albrighton Author Of How to Write Clearly: Write with purpose, reach your reader and make your meaning crystal clear

From my list on to make your writing crystal clear.

Why am I passionate about this?

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! 

Tom's book list on to make your writing crystal clear

Tom Albrighton Why did Tom love this book?

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.

By Anne H. Janzer,

Why should I read it?

1 author picked Writing to Be Understood as one of their favorite books, and they share why you should read it.

What is this book about?

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,…


Book cover of Aurality: Listening and Knowledge in Nineteenth-Century Colombia

Alejandra Bronfman Author Of Isles of Noise: Sonic Media in the Caribbean

From my list on sound and why you should care about it.

Why am I passionate about this?

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. 

Alejandra's book list on sound and why you should care about it

Alejandra Bronfman Why did Alejandra love this book?

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. 

By Ana María Ochoa Gautier,

Why should I read it?

1 author picked Aurality as one of their favorite books, and they share why you should read it.

What is this book about?

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…


Book cover of Digital Body Language: How to Build Trust and Connection, No Matter the Distance

Anne H. Janzer Author Of 33 Ways Not to Screw Up Your Business Emails

From my list on for boosting business writing skills.

Why am I passionate about this?

After spending years as a freelance writer and content marketer, I turned my attention to exploring the inner workings of why writing works and how it fails. I’m an unabashed nonfiction geek on a mission to help people make a positive impact with their words—whether they’re writing emails, blog posts, or nonfiction books. 

Anne's book list on for boosting business writing skills

Anne H. Janzer Why did Anne love this book?

Have you ever found that you unintentionally offended someone with an innocuous message? Or perhaps no one responds to your emails, even when you think they should.

We lose so much meaning and context when we interact online rather than in person. In a world of virtual and hybrid work, it’s not enough to write well. We must also master the non-verbal signals that accompany our words. This book is an essential guide to mastering the subtle ins and outs of writing emails, messages, texts, social media posts, and more.

By Erica Dhawan,

Why should I read it?

1 author picked Digital Body Language as one of their favorite books, and they share why you should read it.

What is this book about?

Digital Body Language
How to Build Trust and Connection, No Matter the Distance

The book we all read right now: the definitive guide to communicating and connecting wherever you are.

Email replies that show up a week later. Video chats full of 'oops sorry no you go' and 'can you hear me?!' Ambiguous text-messages. Weird punctuation you can't make heads or tails of. Is it any wonder communication takes us so much time and effort to figure out? How did we lose our innate capacity to understand each other?

Humans rely on body language to connect and build trust, but…


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Interested in communication, customer success, and marketing?

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