CX Freebies

Thank you for visiting.

We are putting together some great e-books and tools for you to use to help facilitate customer centricity throughout your organisation. But whilst we are doing that, please leave your details so you are sent the freebies as we create them. Also, please send us your questions and ideas so we can work with our contributors and collaborators to answer your questions from a 360 degree view.

There is only so much time in the day but we have some great reads to help you on your journey to delivering great customer strategy and customer engagement. Each recommendation assists with the 6peas of customer centricity – Customer Connectedness, Leadership, Employee Engagement, Branding, Organisational Culture, CX Governance including measurement.

We have linked some great research, reports, videos and recommended reads to keep you motivated. If you have any others please share them with us.

Customer Connectedness

“The Loyalty Effect”, Reichheld, 1996

“The Intuitive Customer”, Shaw and Hamilton, 2016

“Answering the Ultimate Question”, Owen and Brooks, 2009

 

 

 

Leadership

“Leaders Eat Last”, Sinek, 2014

“Emotional Intelligence: What makes a good leader”, Goleman

“Boards that Work”, Kiel & Ncholson, 2008

 

Employee Engagement

“Leaders Eat Last”, Sinek, 2014

“Start with the Why”, Sinek, 2014

 

 

 

Branding

“Start with the Why”, Sinek, 2014

“Brand Seduction: How Neuroscience can help marketers build memorable brands”, Weber, 2016

 

 

 

 Organisational Culture

“Start with the Why”, Sinek, 2014

“Leaders Eat Last”, Sinek, 2014

 

 CX Governance & Measurement

“Chief Customer Officer 2.0”, Bliss,

“Answering the Ultimate Question”, Owen and Brooks, 2009

Prove It!How to create a high-performance culture and measurable success, Barr, 2017

 

 

Sales Performance

“The Intuitive Customer”, Shaw and Hamilton, 2016

 

 

 

Competitive Intelligence

“Strategic and Competitive Intelligence”, Fleisher, Bensoussan, 2003

“The New Competitor Intelligence”, Fuld, 1995