Here are 2 books that Earn It fans have personally recommended if you like
Earn It.
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In this book, Blake uses a memorable framework to make the case that CX is no longer one of the things the executive team should focus on — it's THE thing. She combines research with memorable stories and actionable tips to create a persuasive manual for leaders to follow. Everyone who reads this book will walk away with ideas for improve the experiences of their customers.
A leadership playbook for making customer experience a core aspect of your business.
In a rapidly changing world filled with uncertainties, one thing remains crystal clear: customers are increasingly fickle and no longer care about loyalty to any particular company. In addition, many well-intentioned companies are falling short of customer expectations, despite every organization's potential for excellence. The truth is customer experience is not what it used to be. New technologies, values, generational expectations, economic instability, - and the rapid pace of change all must be considered as you forge ahead. How do you put the customer first in the…
It is April 1st, 2038. Day 60 of China's blockade of the rebel island of Taiwan.
The US government has agreed to provide Taiwan with a weapons system so advanced that it can disrupt the balance of power in the region. But what pilot would be crazy enough to run…
I love books that challenge the idea that things should remain how they are simply because it's how they always been. Glazer not only points out how impractical the status quo employee/employer separation is in many industries, but also offers a simple framework companies can use to improve the experience on both sides. His tips don't just improve separation, but the entire organizational culture. Offboarding is a natural step in an employee's journey and it's time we stopped treating it as less important than all the steps that come before it. If you have a team, you need to read this book!
It's a shame to let a bad ending spoil a good relationship - but that's what happens in most companies every day. Employees who are thinking of leaving keep their plans secret until they are confident of their next steps and suddenly put in their two weeks' notice. Companies might retaliate by asking them to leave immediately and not even letting them stay the full two weeks. And on the other hand, companies fire or layoff employees with hardly any warning all the time as well - and those employees don't even get the courtesy of a two weeks' notice.…
