Here are 100 books that I'll Be Back fans have personally recommended if you like
I'll Be Back.
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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.
Reflect on this: every week, you interact with thousands of brands. How many of these encounters are truly memorable? The reality is that most are mundane and easily forgotten.
What I adore about this book is how it instructs companies to excel in customer interactions at just the right moments. It's not about being extraordinary every second; it's about strategically choosing moments to make an impact.
Ever since I read this book, I've been discussing it in my keynotes almost daily. The concept instantly captivates everyone.
'Beautifully written, brilliantly researched' Angela Duckworth, bestselling author of GRIT
'The most interesting, immediately actionable book I've read in quite a while... If life is a series of moments, the Heath brothers have transformed how I plan to spend mine' Adam Grant, bestselling author of ORIGINALS and OPTION B, with Sheryl Sandberg
In this latest New York Times bestseller by the authors of Switch and Made to Stick, Chip and Dan Heath explore why certain brief experiences can jolt, elevate and change us - and how we can learn to create such extraordinary moments in…
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.
Nearly every time I engage with a company, I sense that they're underestimating the impact of genuinely delighting their customers. Creating a genuinely positive and authentic atmosphere, and demonstrating sincere goodwill, is arguably the most effective business strategy in existence.
Brittany grasps this concept exceptionally well. Her book is brimming with compelling examples and highly practical advice, enabling anyone to start applying these concepts from tomorrow onward.
Superfans aren't just for pop stars and NBA teams.
What if your customers loved your brand the way Swifties love Taylor or Drake loves the Raptors?
In Creating Superfans, entrepreneur, keynote speaker, and fan-engagement guru Brittany Hodak shares the proprietary five-step SUPER Fan System she developed running successful campaigns and products for globally known brands including Walmart, Disney, Amazon, Katy Perry, the Boston Red Sox, and more. With her trademark mix of humor and sharp business insights, she combines entertaining stories from her years of working with major stars like Dolly Parton and KISS with case studies of familiar brands…
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!
Human-Centered Communicationhas had a huge impact on my speaking career and business strategies.Among many lessons in this book, authors Ethan Beute and Stephen Pacinelli drive home the power of video to connect in a more personal and intentional way. Since becoming friends with Ethan, I’ve started incorporating videos at strategic moments along my client journey: I respond to leads with personalized videos, I embed video messages in proposals, and I record custom videos for companies to promote the event on their social platforms. The tactics outlined in Human-Centered Communicationhave helped me break through the digital noise and convert more leads, while improving my presentation skills on stage.
We're spending more time than ever in virtual environments. That will only increase, as will the amount of noise we encounter there. The seemingly endless series of unwelcome digital distractions range from frustrating to dangerous. As individuals and businesses, we not only spend time and energy managing this digital pollution, we often create it. At risk are relationships and revenue.
The only viable way forward is to be more thoughtful, intentional, and personal. Human-Centered Communication provides a philosophy and practice to help you connect in more meaningful and effective ways with prospects, customers, team members, and every stakeholder in your…
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…
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.
The quality of customer experience significantly hinges on the leadership within an organization. Rudy and Henry do an excellent job, using compelling examples and anecdotes, to illustrate how C-level executives can adopt a more customer-centric approach in their leadership.
It's notable that few marketing or consumer experts hold C-level positions, with most executives coming from financial or technical backgrounds. In my view, this book is an invaluable resource for such professionals, aiding them in evolving into more effective leaders focused on customer needs.
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.
Delivering an outstanding customer experience isn't just about tweaking minor details; it's about continuously reinventing oneself to align with evolving customer expectations.
I found this book unputdownable because it presents a wide array of cases from large companies that have undergone transformative reinventions, akin to a phoenix rising from the ashes.
Peter's skill as a storyteller is exceptional, and his deep, personal involvement in these narratives elevates this book to my all-time favorite on the topic of business reinvention to remain valuable to customers.
I am a New York Times #1 bestselling author of more than 10 customer experience and leadership books. When I am not reading and writing, I help leaders and entrepreneurs drive employee engagement, customer loyalty, and referrals.
If only my mail carrier were like Fred… but that’s the point. All of us can “up our game” when it comes to caring for and about others. Mark Sanborn crafted a highly accessible and engaging book that shows how everyone can “be a Fred.” The line between ordinary and extraordinary is less about resources and more about focus and effort.
Mark Sanborn met his postman, Fred, just after he moved to Denver. Fred knocked on his door, introduced himself, and welcomed him to the neighborhood. He also asked Sanborn about himself and how he wanted his mail handled while he was away. Needless to say, Sanborn was shocked. He asked Fred more about his job and how he approached it. Fred's answers inspired him to develop motivational seminars promoting Fred's attitude and approach to life.
To embody the Fred philosophy is to realise and practise that:--Everyone can make a difference--Success is built on good relationships--You must continually create value for…
I'm Professor Emeritus at UCLA and have also been on the faculty of Columbia University and The University of Michigan, where I received my PhD degree. I founded Management Systems Consulting, which works with entrepreneurial firms in the US and globally to scale up, in 1978. I've served on the board of a firm (99 Cents Only Stores) that scaled up and was a NYSE listed firm. I've advised CEOs who have created global champion firms and been recognized as leaders in their space. I've authored or co-authored several books including Creating Family Business Champions; Corporate Culture: The Ultimate Strategic Advantage; Changing the Game; and Leading Strategic Change.
This book is by the founder of a company that has successfully navigated the stages of growth from a start-up to a sustainably successful organization and become a global champion or recognized leader in its space. Accordingly, the book is from the “horse’s mouth.” Schultz and his coauthor take the reader on the journey of the development of one of the classic entrepreneurial successes of our time. He details the challenges, his thinking, and the responses that were made to create the Starbucks of today. The book provided s the reader with a rare opportunity to participate in the Starbucks journey from a vision to the reality of building a great company.
In Pour Your Heart Into It, former CEO and now chairman emeritus Howard Schultz illustrates the principles that have shaped the Starbucks phenomenon, sharing the wisdom he has gained from his quest to make great coffee part of the American experience.
The success of Starbucks Coffee Company is one of the most amazing business stories in decades. What started as a single store on Seattle's waterfront has grown into the largest coffee chain on the planet. Just as remarkable as this incredible growth is the fact that Starbucks has managed to maintain its renowned commitment to product excellence and employee…