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…
Coaching is a wonderful technology that can help people be a force for change… and is often wrapped up in mystic and woo-woo and privilege that makes it inaccessible and/or unattractive to too many. I want being more coach-like—by which I mean staying curious a little longer, and rushing to action and advice-giving—to be an everyday way of being with one another. Driven by this, I’ve written the best-selling book on coaching this century (The Coaching Habit) and have created training that’s been used around the world by more than a quarter of a million people. I’m on a mission to unweird coaching.
Moon realizes that certain words are particularly helpful and powerful in making conversations better (all conversations, not just coaching ones). It’s one short word per letter (“Difference”, “Might”, and “Yet” are three of my favourites), and this feels like a collection of twenty-six precise tools that can help any type of discussion more elegant, more curious, more filled with potential and more useful.
Language is a powerful tool that can unite, engage, and move people to action. It's all in what you choose to say, and how you say it.
In this practical, accessible guide to having more powerful conversations, leading evidence-based coaching expert Haesun Moon offers a set of powerful words or phrases-one for every letter of the alphabet-to help you move others toward greater purpose and accomplishment. Based on her extensive research with the University of Toronto and Harvard Medical School, Moon shows you how to apply each of these concepts to transform the way…
As a kid I used to sit around the table, hearing my French grandparents share stories about life during the Second World War and helping the French Resistance movement. I remember seeing my mum sitting down to interview my French grandad about his life and getting captured near Dunkirk as a young French soldier. That’s where my love for storytelling was born. By the age of 26 I had interviewed over 100+ government officials and business leaders across 7 countries. By 2021 my podcast The Unconventionalists won “best-interview podcast” at the podcasting for business awards. I wrote Glow in the Dark, to help entrepreneurs and business leaders impact the world with their story.
I reviewed this book a while back (when I still had a hipster beard) but it's a great book that dives into why storytelling is so important and shares examples of leaders who have used storytelling as a great tool to influence and empower. It's also a powerful reminder that, as humans, we've been using storytelling since the dawn of time to communicate and influence. If you need convincing as to why you should add storytelling to your arsenal, read this book.
How did an American immigrant without a college education go from Venice Beach T-shirt vendor to television's most successful producer? How did a timid pastor's son surmount a paralysing fear of public speaking to sell out Yankee Stadium, twice? How did the city of Tokyo create a PowerPoint stunning enough to win them the chance to host the Olympics?
They told brilliant stories.
Whether your goal is to sell, educate, fundraise or entertain, your story is your most valuable asset: 'a strategic tool with irresistible power', according to the New York Times. Stories inspire; they persuade; they galvanize movements and…
I have always been fascinated by women’s power in the workplace. My mother was intensely focused on breaking ground as a working mother of four small children on Capitol Hill in the 1960s. She was the first woman to be granted part-time status in Senator Ted Kennedy’s office. She worked her way up to speechwriter for Joan and personal correspondent for the Senator. And she kept a fierce border between work and home. And we were intensely proud of her. At a time when our friends’ mothers were mostly homemakers, our Mom had a cool job and kept a cool head among the political and intellectual elite – most of whom were men.
Reading this book, I got beamed right into the meeting rooms where women are trying to make their points but are constantly getting interrupted by men. I felt the intensity and awkwardness that the author had felt. And I got angry, recalling all the times I’ve been interrupted and talked over in meetings, and how stunned and quiet I’d gotten. I didn’t know then that it takes practice to continue speaking up, and it takes other women to “amplify” our points, so men don’t claim our ideas! Hooray for Obama women staffers who came up with that strategy! And hooray to Joanne Lipman for giving women—and men—the playbook for equitable culture and gender-balanced leadership. Finally!
'Urgently needed' Charles Duhigg, bestselling author of THE POWER OF HABIT and SMARTER
'Attention, good guys: this book is for you' Adam Grant, bestselling author of ORIGINALS and OPTION B with Sheryl Sandberg
'I know what you're thinking: 'Not another career guide-cum-manifesto, telling us to "woman up" and demand more money.' But that isn't what Lipman says. Instead, she uses data, reams of it, to expose how the system is rigged against women. She then calls for men to join the fight to make the workplace more equal' SUNDAY TIMES STYLE MAGAZINE…
I am a professor of psychology at the University of Toronto who studies the social neuroscience of the self and human emotion, with a focus on how biases in self-representation shape emotional reactions that determine well-being. I am particularly interested in how cognitive training practices such as mindfulness meditation and yoga foster resilience against stress, reducing vulnerability to disorders such as depression. I’ve always wished we had better ways of communicating fascinating and important discoveries in neuroscience and mental health to a wider audience, so we combined our teaching experience in the fields of mindfulness, yoga, sports, and clinical psychology to write this book.
Prof. Ethan Kross already had a strong reputation in the world of academic psychology for his work on that little voice inside our head and how it both gives us a sense of purpose but also drives us to despair at times. This book is essential reading for those interested in how to better understand the connection between mental habits and one’s state of well-being.
We so often forget when the voice inside our head recites criticisms and worries; we can easily be in the driver’s seat and direct these conversations. The voice inside our head is part of us, even if it seems deeply informed by the collection of critics we have met in the past. Our challenge, then, is to be a bit more intentional about how we cultivate this inner voice, when do we give it our attention, and how do we respond to the inevitable negative…
NATIONAL BESTSELLER • An award-winning psychologist reveals the hidden power of our inner voice and shows how to harness it to combat anxiety, improve physical and mental health, and deepen our relationships with others.
LONGLISTED FOR THE PORCHLIGHT BUSINESS BOOK AWARD • “A masterpiece.”—Angela Duckworth, bestselling author of Grit • Malcolm Gladwell, Susan Cain, Adam Grant, and Daniel H. Pink’s Next Big Idea Club Winter 2021 Winning Selection
One of the best new books of the year—The Washington Post, BBC, USA Today, CNN Underscored, Shape, Behavioral Scientist, PopSugar • Kirkus Reviews, Publishers Weekly, and Shelf Awareness starred reviews
I don’t have a passion for the diversity, equity, and inclusion topic. I have an obligation. When I didn’t see or understand the horrific injustice of systemic oppression, I couldn’t do anything about it. Now that I see it, I cannot ignore it. I’ve become an expert through my work in organizational development. I work with technology, healthcare, financial services and educational services clients around the globe, and in 2016 I founded GAR (Gender, Age, Race) Diversity Consulting. Prior to GAR, I was a director in the National Diversity and Inclusion office at Kaiser Permanente, and I worked for many years as a global management and technology consultant with American Management Systems, Inc (now CGI).
In the age of Black Lives Matter, and the racial, political, and structural tensions that permeate society, Mary-Frances Winters has written a gift of a book that helps us understand why polarization occurs and how to manage conversations about topics often seen as taboo. She is nothing short of brilliant in explaining how culture embeds itself in people’s perceptions and beliefs. This small yet powerful book provides everything leaders and managers need to learn to create spaces of safety and facilitate dialogue that is meaningful, insightful, and often profound. This is the book we have been waiting for!
Instead of shutting down any mention of taboo topics, Mary-Frances Winters shows how to structure intentional conversations about them, so people can safely confront biases and stereotypes and create stronger, more inclusive organizations.
Politics, religion, race - we can't talk about topics like these at work, right? But in fact, these conversations are happening all the time, either in real life or virtually via social media. And if they aren't handled effectively, they can become more polarizing and divisive, impacting productivity, engagement, retention, teamwork, and even employees' sense of safety in the workplace. But you can turn that around and…
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…
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