Lior Arussy (2005).
Passionate and Profitable: Why Customer Strategies Fail and Ten
Steps To Do Them Right.
(Hoboken, NJ: Wiley, 204 p.). Founder and President of
Strativity Group, Inc. Customer services--Management; Customer
relations; Strategic planning; Consumer satisfaction.
Unleash their passion for
customers, increase profitability and sales.
Sue Barlow, Stephen Parry, and Mike Faulkner
(2005).
Sense and Respond: The Journey to Customer Purpose. (New
York, NY: Palgrave Macmillan, 208 p.). Customer
services--Management; Customer relations--Management; Consumer
satisfaction. Customer can
have an impact on design, delivery of products and
processes.
Jonathan D. Barsky (1995).
World-Class Customer Satisfaction. (Burr Ridge, IL:
Irwin Professional Pub., 229 p.). Consumer satisfaction--Case
studies; Customer services--Case studies.
Jonathan Barsky; foreword by George M.C.
Fisher (1999).
Finding the Profit in Customer Satisfaction: Translating Best
Practices into Bottom-Line Results. (Lincolnwood, IL:
Contemporary Books, 160 p.). Customer services; Customer
relations.
Patrick Barwise, Seán Meehan (2004).
Simply Better: Winning and Keeping Customers by Delivering What
Matters Most. (Boston, MA: Harvard Business School
Press, 216 p.). Professor of Management and Marketing (London
Business School); Martin Hilti Professor of Marketing and Change
Management (IMD, Lausanne, Switzerland). Consumer satisfaction
-- Evaluation; Marketing. Relentless focus on basic customer needs.
Diane Berenbaum, Tom Larkin (2007).
How To Talk to Customers: Create a Great Impression Every Time
with MAGIC. (San Francisco, CA: Jossey-Bass, 209 p.).
Senior Vice President and Owner of Communico Ltd.; Senior Vice
President and Owner of Communico Ltd. Customer relations;
Interpersonal relations. MAGIC - Make A Great Impression on the Customer: customer
service training program of assessment, training,
consulting.
Leonard L. Berry, A. Parasuraman (1991).
Marketing Services: Competing Through Quality. (New
York, NY: Free Press, 212 p.). Customer services; Service
industries--Marketing.
Leonard L. Berry (1995).
On Great Service: A Framework for Action. (New York, NY:
Free Press, 292 p.). Customer services -- Quality control;
Customer services -- United States -- Management -- Case
studies.
--- (1999).
Discovering the Soul of Service: The Nine Drivers of Sustainable
Business Success. (New York, NY: Free Press, 269 p.).
Professor (Texas A & M). Customer services--Management; Customer
services--Management--Case studies; Service industries. .
Roger D. Blackwell, Paul W. Miniard, James F.
Engel (2001).
Consumer Behavior. (Ft. Worth, TX: Harcourt College
Publishers, 570 p. [9th ed.]). Consumer behavior; Marketing
research.
Robert C. Blattberg, Gary Getz, Jacquelyn S.
Thomas (2001).
Customer Equity: Building and Managing Relationships as Valuable
Assets. (Boston, MA: Harvard Business School Press, 228
p.). Blattberg-Polk Brothers Distinguished Professor of
Retailing at the Kellogg School of Management (Northwestern
University). Relationship marketing; Customer
services--Marketing; Customer relations; Customer loyalty.
Jeanne Bliss (2006).
Chief Customer Officer: Getting Past Lip Service to Passionate
Action. (Hoboken, NJ: Wiley, 320 p.). Manager of
Customer Satisfaction (Land's End, Allstate Corporation,
Coldwell Banker Corporation, Microsoft Corporation, Mazda).
Customer relations--Management; Industrial management.
Even great corporations can
deliver mediocrity to customers, offers proven solution to
break cycle.
Stanley A. Brown (1995).
What Customers Value Most: How To Achieve Business
Transformation by Focusing on Processes That Touch Your
Customers: Satisfied Customers, Increased Revenue, Improved
Profitability. (New York, NY: Wiley, 304 p.). Consumer
satisfaction; Customer services; Industrial management;
Organizational effectiveness; Quality of products.
Barbara E. Bund (2005).
The Outside-in Corporation: How To Build a Customer-Centric
Organization for Breakthrough Results. (New York, NY:
McGraw-Hill, 339 p.). Senior Lecturer at Sloan School of
Management (MIT). Customer relations--Management; Success in
business. Company-wide
initiatives must be based on customer needs.
Joe Calloway (2005).
Indispensable: How To Become the Company that Your Customers
Can’t Live Without. (Hoboken, NJ: Wiley, 226 p.).
Customer loyalty; Customer loyalty--Case studies.
Five Drivers of fierce customer
loyalty.
Jim Champy (2009).
Inspire!: Why Customers Come Back. (Upper Saddle River,
NJ: FT Press, 192 p). Chairman of Consulting for Perot Systems.
Marketing; Consumer education; Customer relations --Management;
Authenticity (Philosophy). How to define
consistent value proposition customers will be passionate about,
stay passionate about; how to engage new generation of customers
who value transparency, authenticity; how to reinvigorate
company.
William J. Cusick (2009).
All Customers Are Irrational: Understanding What They Think,
What They Feel, and What Keeps Them Coming Back. (New
York, NY: Amacom, 240 p.). CEO of Vox. Consumers; Consumers
--Attitudes. Impulses, motivations that attract, retain
consumers; customer behavior doesn’t always make sense; tend to
base decisions on more subconscious, emotional desires than on
rational, practical choices; can't tell you accurately why they
do what they do; how subconscious part of brain drives
decisions, behavior of every customer on daily basis;
why businesses must change approach
to attracting, retaining customers; ways to alter strategies;
focus on what customers actually doing instead of saying.
George S. Day (1999).
The Market Driven Organization: Understanding, Attracting, and
Keeping Valuable Customers. (New York, NY: Free Press,
285 p.). Geoffrey T. Boisi Professorship in the Department of
Marketing (Wharton). Marketing--Management; Sales management;
Consumer satisfaction; Customer relations.
Chris Denove and James D. Power (2006).
Satisfaction: How Every Great Company Listens to the Voice of
the Customer. (New York, NY: Portfolio, 288 p.). Vice
President, Executive Vice President at J. D. Power and
Associates. Consumer satisfaction; Marketing research; Customer
relations. Strong
connection between customer satisfaction, profitability.
Steve Diller, Nathan Shedroff, Darrel Rhea
(2008).
Making Meaning: How Successful Businesses Deliver Meaningful
Customer Experiences. (Berkeley, CAs: New Riders, 146
p.). Marketing; Strategic planning; Consumer goods --Purchasing
--Psychological aspects; Service industries --Marketing
--Psychological aspects; Consumer satisfaction; Relationship
marketing. Meaningful
customer experience reinforces or transforms customer’s sense of
purpose, significance; innovation process centered on meaning;
how to bring R&D, design, marketing together to create deeper,
richer experiences for customers; plan of action, attributes of
meaning-centric innovation team.
Karen Donoghue (2002).
Built for Use: Driving Profitability through the User Experience.
(New York, NY: McGraw-Hill, 262 p.). Customer
services--Management; Customer relations--Management; Consumer
satisfaction; Strategic planning.
Claes Fornell (2007).
The Satisfied Customer: Winners and Losers in the Battle for
Buyer Preference. (New York, NY: Palgrave Macmillan, 256
p.). Donald C. Cook Professor of Business at the Stephen M. Ross
School of Business, Director of the National Quality Research
Center (University of Michigan). Consumer satisfaction;
Consumers’ preferences; Customer relations.
In service economy, most
important asset is intangible: company's relationship with its
customers; unheralded value of customer satisfaction; surprising
conclusions about outreach strategy (exceeding customer's
expectations is risky, increasing customer complaints can be
good); how to quantify, increase value of firm's customer
relationships (Customer Asset).
Bill Fromm and Len Schlesinger (1993).
The Real Heroes of Business-- and Not a CEO Among Them.
(New York, NY: Doubleday, 337 p.). Customer
services--Management; Employees--Recruiting.
Bradley T. Gale with Robert Chapman Wood
(1994).
Managing Customer Value: Creating Quality and Service That
Customers Can See. (New York, NY: Free Press, 424 p.).
Quality of products--Evaluation; Consumer
satisfaction--Evaluation; Marketing--Management.
Sunil Gupta, Donald R. Lehmann (2005).
Managing Customers as Investments: The Strategic Value of
Customers in the Long Run. (Upper Saddle River, NJ:
Wharton School Pub., 205 p.). Relationship marketing; Customer
relations; Marketing--Management.
John Hagel III, Marc Singer (1999).
Net Worth: Shaping Markets When Customers Make the Rules.
(Boston, MA: Harvard Business School Press, 313 p.).
Infomediaries; Consumers--Information services; Privacy, Right
of; Online information services.
James L. Heskett, W. Earl Sasser, Jr.,
Christopher W.L. Hart (1990).
Service Breakthroughs: Changing the Rules of the Game.
(New York, NY: Free Press, 306 p.). Customer services; Sales
management.
James L. Heskett, W. Earl Sasser, Jr., Leonard
A. Schlesinger (1997).
The Service Profit Chain: How Leading Companies Link Profit and
Growth to Loyalty, Satisfaction, and Value. (New York,
NY: Free Press, 301 p.). Customer services; Consumer
satisfaction; Employee loyalty; Industrial productivity.
James L. Heskett, W. Earl Sasser, Leonard A.
Schlesinger (2003).
The Value Profit Chain: Treat Employees Like Customers and
Customers Like Employees. (New York, NY: Free Press,
p.). Customer services; Consumer satisfaction; Organizational
effectiveness; Communication in marketing; Employee loyalty.
Robert Hiebeler, Thomas B. Kelly, and Charles
Ketteman (1998).
Best Practices: Building Your Business with Customer-Focused
Solutions. (New York, NY: Simon & Schuster, 240 p.).
Customer services--Management--Case studies; Customer
services--Quality control--Case studies; Industrial
management--Case studies.
Jacques Horovitz, Michele Jurgens Panak
(1994).
Total Customer Satisfaction: Putting the World's Best Programs
to Work. (Burr Ridge, IL: Irwin Professional, 300 p.).
Customer services--Management.
Joseph Jaffe (2007).
Join the Conversation: How To Engage Marketing-Weary Consumers
with the Power of Community, Dialogue, and Partnership.
(Hoboken, NJ: Wiley, 320 p.). President and founder of crayon,
LLC. Customer relations; Business communication; Relationship
marketing; Marketing. Balance of power has shifted from marketer
to individual; changing role of consumer, how marketers must
adapt to become welcome, invited part
of dialogue, how to leverage, integrate resulting partnership
into win-win situations.
Steve Kaplan (2005).
Bag the Elephant!: How To Win & Keep Big Customers.
(Austin, TX: Bard Press, 208 p.). Consumer satisfaction; Success
in business; Target marketing.
Three basic
business paths.
Timothy L. Keiningham and Terry G. Vavra
(2001).
The Customer Delight Principle: Exceeding Customers'
Expectations for Bottom-Line Success. (Chicago, IL: NTC
Books. Consumer satisfaction; Success in business.
Timothy L. Keiningham, Terry G. Vavra, Lerzan
Aksoy, Henri Wallard (2005).
Loyalty Myths: Hyped Strategies That Will Put You Out of
Business. (Hoboken, N: Wiley, 272 p.). Senior Vice
President and Head of Consulting for Ipsos Loyalty; Chairman
Emeritus of Ipsos Loyalty; Assistant Professor of Marketing (Koç
University in Istanbul); CEO of Ipsos. Customer loyalty; 53 of most common beliefs about customer loyalty
debunked.
V. Kumar (2008).
Managing Customers for Profit: Strategies To Increase Profits
and Build Loyalty. (Indianapolis, IN: Wharton School
Pub., 320 p.). ING Chair Professor of Marketing, and Executive
Director, ING Center for Financial Services in the School of
Business (University of Connecticut). Customer
relations--Management; Profit. Customer-centric approach: link
investments to business value, maximize lifetime value of every
customer (Customer Lifetime Value), target customers with higher
profit potential; allocate marketing resources for maximum
effectiveness; determine when customer is likely to leave,
whether to intervene; manage multi-channel shopping; calculate
customer's referral value.
Milind M. Lele with Jagdish N. Sheth (1987).
The Customer Is Key: Gaining an Unbeatable Advantage Through
Customer Satisfaction. (New York, NY: Wiley, 260 p.).
Consumer satisfaction.
George Loewenstein (2007).
Exotic Preferences: Behavioral Economics and Human Motivation.
(New York, NY: Oxford University Press, 671 p.). Herbert A.
Simon Professor of Economics and Psychology (Carnegie Mellon
University). Consumers’ preferences. Selection of papers on "exotic
preferences"-- disparate motives that drive human behavior.
James J. Lynch (1992).
The Psychology of Customer Care: A Revolutionary Approach.
(Houndmills, Basingstok, Hampshire: Macmillan, 274 p.). Customer
services--Psychological aspects; Consumer behavior.
Ben McConnell and Jackie Huba (2006).
Citizen Marketers: When People Are the Message.
(Chicago, IL: Kaplan Pub., 224 p.). Customer relations; Social
media; Social media--Economic aspects; Internet--Social aspects;
Interactive marketing. Ramifications of social media; "user-generated media" of blogs,
online bulletin boards, podcasts, photos, songs, animations
influence companies' customer relationships, product design,
marketing campaigns.
Regis McKenna (1999).
Real Time: Preparing for the Age of the Never Satisfied Customer.
(Boston, MA: Harvard Business School Press, 224 p.). Real-time
data processing; Technology--Sociological aspects.
Banwari Mittal, Jagdish N. Sheth (2001).
ValueSpace: Winning the Battle for Market Leadership: Lessons
from the World's Most Admired Companies. (New York, NY:
McGraw-Hill, 265 p.). Consumer satisfaction; Customer relations.
J. A. Murphy ... [et al.] (2005).
Converting Customer Value: From Retention To Profit. (
Hoboken, NJ: Wiley, 388 p.). Customer relations--Management;
Business planning; Relationship marketing. Direct link between customer
management, company profitability.
Frederick Newell (2000).
Loyalty.com: Customer Relationship Management in the New Era of
Internet Marketing. (New York, NY: McGraw-Hill, 325 p.).
Internet marketing; Customer relations.
Don Peppers and Martha Rogers (1999).
The One to One Manager: Real-World Lessons in Customer
Relationship Management. (New York, NY: Doubleday, 268
p.). Customer relations--Management; Consumers' preferences;
Relationship marketing.
--- (2005).
Return on Customer: Creating Maximum Value from Your Scarcest
Resource. (New York, NY: Doubleday/Currency, 296 p.).
Customer equity--Management; Customer relations--Management;
Customer loyalty.
Bill Price, David Jaffe. (2008).
The Best Service Is No Service: How To Liberate Your Customers
from Customer Service, Keep Them Happy, and Control Costs.
(San Francisco, CA: Jossey-Bass, 312 p.). President of Driva
Solutions (North American arm of LimeBridge); Consulting
Director of Australia's Leading Customer Experience Improvement
Company. Consumer satisfaction; Customer services--Management;
Service industries--Customer services; Service
industries--Management. Reduce customer contacts, treat service as datapoint of
dysfunction, figure out how to eliminate demand - better system
that self-corrects.
Vivek Ranadive (2006).
The Power To Predict: How Real-Time Businesses Anticipate
Customer Needs, Create Opportunities, and Beat the Competition.
(New York, NY: McGraw-Hill, 239 p.). founder, Chairman and CEO
of TIBCO Software Inc. Real-time data processing--Management;
Business--Data processing--Management; Selling; Customer
services; Consumer satisfaction. Impact of predictive business on
mainstream companies, break new ground, gain fresh competitive
advantage.
Jeffrey F. Rayport, Bernard J. Jaworski
(2005).
Best Face Forward: Why Companies Must Improve Their Service
Interfaces with Customers. (Boston, M: Harvard Business
School Press, 262 p.). Chairman and Founder of Marketspace LLC
(subsidiary of Monitor Group); Vice-Chairman of Marketspace LLC.
Customer services--Management; Service industries--Technological
innovations--Management; Competition.
Ross R. Reck (1991).
Turn Your Customers into Your Sales Force: The Art of Winning
Repeat and Referral Customers. (New York, NY:
Prentice-Hall, 119 p.). Sales management; Consumer satisfaction.
Frederick F. Reichheld (2001).
Loyalty Rules!: How Today's Leaders Build Lasting Relationships.
(Boston, MA: Harvard Business School Press, 213 p.). Director,
Bain & Co. Customer loyalty; Customer relations; Employee
loyalty; Leadership.
--- (2006).
The Ultimate Question: Driving Good Profits and True Growth.
(Boston, MA: Harvard Business School Press, 211 p.). Director
Emeritus and Fellow at Bain & Co. Customer relations; Consumer
satisfaction; Customer loyalty; Employee motivation; Employee
loyalty; Leadership; Success in business. "Net Promoter Score" - single
most reliable indicator of a company’s ability to grow.
Frederick F. Reichheld with Thomas Teal
(2001).
The Loyalty Effect: The Hidden Force Behind Growth, Profits, and
Lasting Value. (Boston, MA: Harvard Business School
Press, 323 p.). Director, Bain & Co. Customer relations;
Consumer satisfaction; Job satisfaction; Labor productivity;
Loyalty.
Robert Rodin with Curtis Hartman (1999).
Free, Perfect, and Now: Connecting to the Three Insatiable
Customer Demands: A CEO's True Story. (New York, NY:
Simon & Schuster, 254 p.). Customer services--United States;
Consumer satisfaction--United States; Customer relations--United
States.
Roland T. Rust, Valarie A. Zeithaml, Katherine
N. Lemon (2000).
Driving Customer Equity: How Customer Lifetime Value Is
Reshaping Corporate Strategy. (New York, NY: Free Press,
292 p.). Customer services; Customer relations; Marketing;
Strategic planning.
Richard J. Schonberger (1990).
Building a Chain of Customers: Linking Business Functions To
Create the World Class Company. (New York, NY: Free
Press, 349 p.). Organizational effectiveness; Industrial
management.
Richard J. Schonberger, Edward M. Knod, Jr.
(1994).
Synchroservice!: The Innovative Way To Build a Dynasty of
Customers. (Burr Ridge, IL: Irwin, 279 p.). Customer
services; Total quality management.
Robert Scoble and Shel Israel (2006).
Naked Conversations: How Blogs Are Changing the Way Businesses
Talk with Customers. (Hoboken, NJ: Wiley, 251 p.). Helps
run Microsoft’s Channel 9 Web site (top-ranking business blog
among Technorati's Top 100). Weblogs; Business communication;
Internet--Social aspects. Efficient, more credible method of business communication.
Carl Sewell and Paul B. Brown (1990).
Customers for Life: How To Turn That One-Time Buyer into a
Lifetime Customer. (New York, NY: Doubleday, 175 p.).
Customer services; Automobile industry and trade--Customer
services--United States; Automobile dealers--United States.
Jaynie L. Smith with William G. Flanagan
(2006).
The New Competitive Advantage: Why Customers Should Choose You
Over Your Competitors. (New York, NY:
Currency/Doubleday, 240 p.). Founder of ICS Marketing; Writer
and Editor. Competition; Success in business; Industrial
management. Identify
competitive advantages, trumpet them to marketplace.
Paul Temporal and Martin Trott (2001).
Romancing the Customer: Maximizing Brand Value Through Powerful
Relationship Management. (New York, NY: Wiley, 211 p.).
Relationship marketing; Brand name products--Marketing.
Harvey Thompson (2000).
The Customer-Centered Enterprise: How IBM and Other World-Class
Companies Achieve Extraordinary Results by Putting Customers
First. (New York, NY: McGraw-Hill, 247 p.).
International Business Machines Corporation--Customer services;
Customer services; Customer relations; Success in business.
Kevin Thomson (1998).
Emotional Capital: Capturing Hearts and Minds To Create Lasting
Business Success. (Oxford, U: Capstone, 340 p.).
Employee motivation; Personnel management--Psychological
aspects; Psychology, Industrial.
Dean Tjosvold (1993).
Teamwork for Customers: Building Organizations That Take Pride
in Serving. (San Francisco, CA: Jossey-Bass, 193 p.).
Customer services--Management; Teams in the workplace; Customer
relations--Management; Consumer satisfaction--Management.
Joe Vitale (1998).
There's a Customer Born Every Minute: P.T. Barnum's Secrets to
Business Success. (New York, NY: AMACOM, 217 p.).
Barnum, P. T. (Phineas Taylor), 1810-1891; Success in business;
Marketing--United States.
Joel Waldfogel (2007).
The Tyranny of the Market: Why You Can’t Always Get What You
Want. (Cambridge, MA: Harvard University Press, 204 p.).
Professor of Business and Public Policy (The Wharton School,
University of Pennsylvania). Consumers’ preferences; Majorities;
Supply and demand; Social choice; Free enterprise.
Why you can't always get what you
want, consequences for consumers with atypical
preferences; evidence from restaurants, air travel,
pharmaceuticals, media (radio broadcasting, newspapers,
television, bookstores, libraries, Internet).
Robert E. Wayland, Paul M. Cole (1997).
Customer Connections: New Strategies for Growth.
(Boston, MA: Harvard Business School Press, 265 p.). Customer
relations.
ed. Fred Wiersema (1998).
Customer Service: Extraordinary Results at Southwest Airlines,
Charles Schwab, Lands' End, American Express, Staples, and USAA.
(New York, NY: HarperBusiness, 234 p.). Customer services--Case
studies.
Fred Wiersema (2001).
The New Market Leaders: Who's Winning and How in the Battle for
Customers. (New York, NY: Free Press, xxx p.). Customer
relations--Longitudinal studies; Consumers'
preferences--Longitudinal studies;
Consumers--Attitudes--Longitudinal studies; Marketing--Planning.
Ron Willingham (1992).
Hey, I'm the Customer: Front Line Tips for Providing Superior
Customer Service. (Englewood Cliffs, NJ: Prentice Hall,
200 p.). Customer services; Customer relations.
James P. Womack and Daniel T. Jones (2005).
Lean Solutions: How Companies and Customers Can Create Value and
Wealth Together. (New York, NY: Free Press, 355 p.).
Customer relations; Value added; Industrial efficiency;
Organizational effectiveness. 6 requests customers implicitly
demand from their vendors.
Emily Yellin (2009).
Your Call Is (Not That ) Important to Us.
(New York, NY: Free Press, 320 p.).
Longtime Contributor to The New York Times. Customers--history;
Customer service. Multibillion-dollar customer service industry,
its surprising inner-workings - how companies treat their customers,
how customers treat people who serve them, how technology,
globalization, class, race, gender, culture influence these
interactions (from outsourced IT helpdesks in India to Mormon
housewives taking reservations for JetBlue to corporate
boardrooms where policies that make customer service experiences
so frustrating are made - interminable hold times, outsourced
agents who can't speak English, multitude of buttons to press,
automated voices to listen to before reaching a human); Americans make more than 43 billion customer
service calls each year.
Valerie A. Zeithaml, A. Parasuraman, Leonard
L. Berry (1990).
Delivering Quality Service: Balancing Customer Perceptions and
Expectations. (New York, NY: Free Press, 226 p.).
Customer services; Service industries--Quality
control--Mathematical models.
ed. Ron Zemke and John A. Woods (2000).
Best Practices in Customer Service. (New York, NY:
AMACOM, 414 p.). Customer services.
Ron Zemke with Dick Schaaf (1989).
The Service Edge: 101 Companies that Profit from Customer Care.
(New York, NY: New American Library, 584 p.). Customer
services--United States; Service industries--United
States--Management.
James T. Ziegenfuss, Jr. (2007).
Customer Friendly: The Organizational Architecture of Service.
(Lanham, MD: University Press of America, 236 p.). Professor of
Management & Health Care Systems in the Graduate Programs in
Health & Public Administration, School of Public Affairs
(Pennsylvania State University at Harrisburg). Customer
services; Customer relations.
__________________________________________________________________________________
LINKS
gethuman.com
www.gethuman.com
A consumer movement started by Paul English (chief technical
officer at kayak.com, to change the face of customer service;
most popular part of the website is the gethuman database of
secret phone numbers and codes to get to a human when calling a
company for customer service.
National Quality Research Center
(University of Michigan)
http://www.bus.umich.edu/research/nqrc/
A research and teaching center focusing on the measurement of
customer satisfaction and the study of its relationships to
quality, customer retention, profitability, and productivity for
private and public sector organizations, for specific
industries, and for national economies.
Yale
Center for Customer Insights
http://cci.som.yale.edu/
Provides superior insight and understanding of customers to
enhance business and society. YCCI integrates initiatives of
leading marketing executives with academic scholars from the
Yale School of Management’s unique multidisciplinary and global
perspective to deliver valuable customer understandings.
