Books like Human-Centered Communication — picked by fans

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.

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. 

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. 

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!

Pitch Anything is an established work in the pitching and negotiation book categories. It is not perfect, but it is one of the best books for introducing entrepreneurs to the importance of pitching, selling, and negotiating persuasively. Entrepreneurs must pitch to attract co-founders and early team members, to obtain early stage funding, to close customers and other commercial partners, to close later stage funding rounds, and, ultimately, to go public or exit in a sale. While Pitch Anything is a good book, the brashness of some of its advice, particularly around what Klaff calls “frames,” do not fit all persons or situations. Some contexts require full-on Machiavellian tactics; others warrant more of a “Winning Friends and Influencing People” approach. Nonetheless, it is useful to understand which situation you are in and the available plays to run.

Armed with those caveats, I suggest readers of Pitch Anything read Chapter… show more.

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.  

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… show more.

When I read this book, the lightbulb went off. I have been in so many situations where I didn’t feel heard, but I couldn’t quite put my finger on why.

Sorenson explains that truly being connected happens only when we are validated. I never realized that almost every conversation we have is a bid for validation. We are asking others not just to hear us but also to “say something.”

The response can either be positive or engaged—a turning towards us—OR negative or passive—a turning away from us. I couldn’t have put it into these exact words, but I now know that being understood is one of the greatest of human needs and is often unmet. The book underscores that connections happen best through validation. 

For anyone tempted to label good listening as “soft skills,” this book will prove you wrong! Even though the book was published in 2010, Goulston positions listening as a vital skill all the more needed in today’s fractious times.

Each chapter is structured with a high-stakes story, “Usable Insights,” and “Action Steps,” with excellent, researched info in between. From the chapter titled “Nine Core Rules for Getting Through to Anyone,” I personally learned so much from this book that I could apply to my daily interactions—particularly those with my very argumentative teenage daughter!

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.