Books on my desk at the moment:
“Outside In” Kerry Bodine and Harley Manning, Forrester Research.
CHO Review: One word. Fan-tabby-tastic. This is my “go to” book on Customer Experience and the power of putting the customer at the centre of your business. Detailed case studies, practical advice and truly inspirational. Need it.
“Heart to Start” Derek Handley
CHO Review: I saw Derek speak at a conference once and thought he was a bit arrogant. But as much as I want to hate him (and that is mainly jealousy because he is a gazillionaire) he is a clever guy and this book is story of how he started up Hyperfactory and hints of turning your own ideas into action. I have not read this yet! But I want to!
“Steve Jobs” Walter Isaacson
CHO Review: One word. Genuis. Not a particular nice guy to work with that’s generally what you get when you work with a genius. He changed the world. Read it.
“The Thank-You Economy” Gary Vaynerchuk
CHO Review: How a guy built a business solely through social media. And realising that to go forwards today you need to look backwards to how our grandparent’s used to run their businesses. Read it.
“Extreme Trust” Don Peppers and Martha Rogers
CHO Review: From the Godfathers of CRM and 1:1 Marketing. Honesty as a competitive advantage. If you look after your customers, if you can prove to them that they can trust you – why would they go anywhere else? And how can a competitor compete? Get it.
“Groundswell” Charlene Li and Josh Bernhoff, Forrester Research
CHO Review: Published in 2008 to help navigate the “new” world of social technologies but still relevant today if you want to build a groundswell around your brand.
“V is for Vulnerable” Seth Godin
CHO Review: ABC for adults from The Master. Full of quotes from the man himself.
“Enterprise One To One” Don Peppers and Martha Rogers
CHO Review: An oldie but a goodie. The book that got me interested in CRM. Love it.
Thanks so much, Emma, for your kind words about Martha Rogers’ and my latest work (and one of our first, also!). Our prediction is that the world WILL become more and more based on trust, as we all become more interconnected. Trust makes things more efficient, and provides reassurance in an age of interaction glut.
Thankyou Don for your very kind acknowledgement. This was the highlight of my day and I have not stopped smiling since I saw your comment come up in my in-box. You are the reason why I went into CRM 20 years ago. So an inspiration!