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…
The Victorian mansion, Evenmere, is the mechanism that runs the universe.
The lamps must be lit, or the stars die. The clocks must be wound, or Time ceases. The Balance between Order and Chaos must be preserved, or Existence crumbles.
Appointed the Steward of Evenmere, Carter Anderson must learn the…
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…
Magical realism meets the magic of Christmas in this mix of Jewish, New Testament, and Santa stories–all reenacted in an urban psychiatric hospital!
On locked ward 5C4, Josh, a patient with many similarities to Jesus, is hospitalized concurrently with Nick, a patient with many similarities to Santa. The two argue…
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…
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.
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.
'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.
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!
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.
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,…
A Duke with rigid opinions, a Lady whose beliefs conflict with his, a long disputed parcel of land, a conniving neighbour, a desperate collaboration, a failure of trust, a love found despite it all.
Alexander Cavendish, Duke of Ravensworth, returned from war to find that his father and brother had…
My passion for helping organisations, industries, and communities to make better decisions led me into the field of strategic foresight more than 20 years ago. I am particularly passionate about scenario planning as the most valuable tool for improving decision-making in a volatile and uncertain environment. Scenarios enable people to question their (often implicit) assumptions about the future and to reframe their perceptions of the future. It’s this enlightening quality about scenarios that makes them so special to me. My quest is to see scenario planning become a mainstream activity in organisations throughout the world.
I love this book because it forced me to think. Kees van der Heijden’s book is very detailed and provides a comprehensive outline of the complete scenarios and corporate strategy process. Consequently, I had to return to this book several times to fully comprehend his message.
The learning that took place made it worth the effort. Although contrasting in depth and writing style, this book is the perfect accompaniment to Peter Schwartz’s Art of the Long View.
Scenario planning allows companies to move away from linear thinking and better understand external change. Eight years (and 30,000 copies) after publication Scenarios is still acknowledged as the definitive work in the field. Now, Kees van der Heijden brings his bestseller up to date, following up on his original case studies and adding significant new material. The Second Edition changes focus slightly by providing more in-depth analysis and application of the concept of the 'strategic conversation'. While maintaining the underlying rigour of the first edition, van der Heijden revisits the text to make it far more practical and accessible, and…
After an early career in the technology industry, I co-founded a trade association for women entrepreneurs who were seeking venture capital funding for their businesses. As a nonprofit CEO, I had a powerful bully-pulpit advocating for what I believed was an important cause, but I didn’t have much of a strategy to build a following for my ideas. Later, a friend called me a "thought leader, " which shifted my worldview. Soon, I helped my first client go from being invisible in her field to becoming a recognized expert—testifying in front of the US Senate, recognized by the White House, and asked to lead a state-wide initiative in her field.
I had the privilege of teaching a class together with JD Schramm at Stanford Business School, where he was a longtime instructor and pioneered some groundbreaking classes and programs. Schramm is without a doubt one of the most effective communicators that I have ever met. He is also a great teacher.
In this book, Schramm brings together a wide variety of frameworks and tools for leadership communication that he taught at Stanford, and he addresses some of the biggest challenges that business leaders face when speaking and writing to influence their most important audiences. He distills what it takes to journey from uncertainty to competence, to expertise, and ultimately to mastery, and along the way, he invites us to think deeply about our audience and the intention behind our communications.
If you follow his step-by-step guide, I can assure you that you’ll be more confident and more effective in any…
Communicating with Mastery provides readers with a rich treasure trove of frameworks and tools for leadership communication as developed and taught over the past decade at Stanford's Graduate School of Business. Designed for the business leader on the go, it provides you quick access to helpful approaches to vexing communication problems leaders face today in speaking and writing to various audiences.
Projects often fail not because of the vision, but in the articulation of that vision. With the help of this book, you'll learn how to ensure you get the results you desire as a leader…
I’ve spent my career exploring how people think, learn, and respond to challenges. I was raised as a Humanist, but my journey into behavioral psychology began in college while training dolphins in Hawaii. I learned firsthand how behavior is shaped through reinforcement and response. It’s easy to see how my humanism combined with behavioral psychology has fed a lifelong passion for understanding how to master our minds so we can navigate life with clarity and purpose. As an author, speaker, and behavioral science expert, I teach people how to manage change, deal with difficult people, and lead with integrity. I’m excited to share these books to help you live life fully.
Pausing before reacting is one of my most powerful tools for making better decisions. I teach this technique in all of my classes and books, and to back up my advice–I recommend this book.
It reinforces the importance of taking a moment to reflect, which is something I not only recommend when dealing with conflicts and problems but that I practice myself. It is astonishingly hard to do, but I am convinced that my ability to think strategically starts with my ability to pause. It gives me just enough space so that I can choose my response and not just knee-jerk reactions to situations I find myself in.
A clear, actionable plan to fight frustration at work, make savvier decisions, and avoid costly mistakes when we're short on time, attention, and choices
One of the most frustrating dilemmas for working people today is how to be effective when we feel we don't have time or we're facing non-stop demands. The Power of Pause process is a dynamic practice that Nance Guilmartin has taught thousands of people worldwide, equipping them to regain control of thoughts and avoid miscommunications. This tested method helps readers to take a moment to wonder what's called for when we feel we're short on time,…
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…
We often think creating a great work experience is the job of our manager, HR, or CEO. But those people are busy and imperfect. Waiting for someone else to fix your job is a setup for disappointment. My new book is about creating meaning, joy, and opportunities at work, even when your job isn’t perfect. I have an undergraduate degree in advertising and a Master’s in Industrial & Organizational Psychology, and I am currently a fellow at the Institute of Coaching.
I love this book because it provides practical guidance (literally scripts!) for managing imperfect bosses.
Your boss often decides whether you get promoted, what your salary is, and whether your roadmap is inspiring or overloaded. Knowing how to lead up and get what you need is imperative for any position in any industry.
An indispensable guide to navigating power dynamics, building effective relationships with higher-ups, and earning more authority, freedom, and confidence at work—from one of today's “most innovative career coaches” (Insider).
“Outstanding. Wilding's scripts and strategies show us a better way to get ahead at work.”—Greg McKeown, New York Times bestselling author of Essentialism and Effortless
Do you feel vulnerable to the whims of your boss, peers, or internal politics, pushing through each day with a nagging undercurrent of anxiety? Maybe you're micromanaged, interrupted in meetings, saddled with busy work, or overlooked for career opportunities. But what if you could subtly teach…
