Here are 100 books that Human-Centered Communication fans have personally recommended if you like
Human-Centered Communication.
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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,…
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!
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…
The problem is not with the actions young women take but with the toxic, sexist conditions they are responding to.
Tanenbaum found, based on six years of interviews with young people ages 14-30, that young women are navigating a culture littered with gendered dress codes, revenge porn, and sexually explicit…
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…
I have been a Professor of Communication Studies for decades and I strongly believe that the quality of our communication is inescapably tied to the quality of our lives. For me, communication and intercultural experiences have always been marked by serendipity. Serendipities are unexpected finds or discoveries that eventually turn out to be insightful, pleasant, and stimulating even when they are difficult at the time. My time interacting with others in different regions of the U.S., Europe, and Asia has provided for surprising, scary, joyful, and frustrating experiences that have been full of serendipity. I hope that in reading these books you will also harvest serendipity.
This book shares insights and short vignettes that really bring home the power of words and it always leaves me inspired to see and treat others with greater respect. I also appreciate that it goes beyond just pointing out the many problems that can exist in our communication with others, but provides some ideas for how to communicate in ways that can help us, and others, heal from words that have done damage to our sense of self.
From the New York Times bestselling author of Rebbe comes this newly revised edition of Words That Hurt, Words That Heal—an invaluable guide in how choosing the right words can enrich our relationships and give us insight to improve every facet of our lives.
“I don’t know anyone whose life would not be blessed by this book.”—Rabbi Harold S. Kushner, author of When Bad Things Happen to Good People and Nine Essential Things I’ve Learned About Life
Joseph Telushkin is renowned for his warmth, his erudition, and his richly anecdotal insights, and in Words That Hurt, Words That Heal he…
I'm a writer, lecturer, biologist, ecologist, and two-time Fulbright Scholar (to India and Malaysia). I'm now a fiction writer, but I’ve always been a storyteller who writes in a historical framework. While I feel an almost compulsive obligation to keep faith with the facts, my main objective is to tell a story—as dramatically, suspensefully, and entertainingly as I can. My first non-fiction book, Papyrus: the Plant that Changed the World was featured as a clue on Jeopardy. It tells the story of a plant that still evokes the mysteries of the ancient world.My most recent book, The Pharaoh's Treasure is about the origin of paper and the rise of Western civilization.
This book by Standage is less about papermaking and more about gossip, sharing social media, and how papyrus paper allowed for the emergence of the first social media ecosystem in the world. It also serves as a justification for the Kingdom of Paper.
Almost three thousand years after the beginning of which came ‘Cicero’s Web’ which served as a social medium. Cicero, the Roman orator and insatiable letter writer, in the 1st Cent BC created a papyrus paper web that provided an example later used by the early Christians, and with the advent of pulp paper would serve the world until the time of Gutenberg in 1450, after which paper reigned for over a half-century until 1969 when Internet traffic began.
It follows the use of letters. pamphlets, books, and newspapers as paper fueled the growth of social media during the evolution of Western civilization.
From the bestselling author of A History of the World in 6 Glasses, the story of social media from ancient Rome to the Arab Spring and beyond.
Social media is anything but a new phenomenon. From the papyrus letters that Cicero and other Roman statesmen used to exchange news, to the hand-printed tracts of the Reformation and the pamphlets that spread propaganda during the American and French revolutions, the ways people shared information with their peers in the past are echoed in the present.
Standage reminds us how historical social networks have much in common with modern social media. The…
Crossing is a vividly human re-imagining of the love, sacrifices, and accomplishments that two Chinese brothers - American Immigrants - experience as they travel to California to build the Transcontinental Railroad.
I began my journey in communications as a competitive public speaker in high school and college, culminating in a national championship. That experience inspired me to help others develop their public speaking and presentation skills, especially effective point-making, which is fundamental to communication success but rarely addressed by trainers. Nowadays, I’m thrilled to combine my skill, experience, and passion in my work as a speechwriter and speech coach for organizations ranging from American Express to State Farm Insurance, as well as a speechwriter for a major nonprofit and contributor to media outlets including Harvard Business Review,Fast Company, and Newsweek.
With Influence and Thrive, Lucille leverages in-depth research, personal experiences, and smart conclusions in a very readable way.
Her voice and identity shine through each chapter, and it’s clear that she put her heart and soul into this project. Her book is also impressive in scope, covering everything from speaking to writing to emailing. I also appreciate how Lucille analyzes communication techniques from people she admires, then extracts and summarizes the key learnings.
This one has lots of valuable takeaways that readers can apply right away to their communications.
Effective communication will never go out of style. It will outlive the critics, survive shifting trends, and thrive in this tech age.
As a professional, entrepreneur, or business leader, you must amplify your communication skills to accelerate your career, grow your business, or sharpen your credibility.
As a corporation, you must use purposeful communication to nurture trust, coax employee engagement, boost your reputation, and steer actions to profitability.
But how can you get the results you deserve with effective communication and position yourself for long-term success?
In this book, you'd find the latest insights on non-verbal communication, public speaking, and…
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.
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…
At five years old, Kasiel was found with the pointed ends of his ears cut off. Despite that brutal start, he’s lived twelve peaceful years with the man who took him in. Keeping his hair long over his mutilated ears helps him hide the fact that he is Vanrian, a…
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…
