Get inspired with our top 5 “must reads” that will take your customer and employee feedback programs to the next level.
As I’m sure you would agree, staying at the forefront of your industry is important. One way we are accomplishing this at Satrix Solutions is with a company-wide book club. Topics range from understanding what drives employee satisfaction to elements of a great presentation to strategies for improving customer loyalty. Every week, the team comes together to discuss the book of the moment and share our key takeaways from each chapter. These books have not only helped us empathize with customers, they’ve also produced some smart suggestions for improving how we engage with you.
With so many titles on the shelf it can be hard to select the perfect book for your organization to read. We’ve cut through all the noise and identified our top five picks to help your organization take its customer and employee feedback programs to the next level. I can’t say for certain that these books hold the key to your success, but I can personally vouch that you’ll gain a significant amount of knowledge in the field of customer and employee satisfaction and loyalty.
1) Pick up Raving Fans by Ken Blanchard and Sheldon Bowles. It’s a playful story that teaches readers how to define a vision of the customer experience and determine what they really want in order to create “raving fans.” Though the book is several years old, it illustrates a powerful message that still rings true today: exceptional service experiences lead to improved bottom-line results.
2) Another great read is Chief Customer Officer by Jeanne Bliss. The author was a top executive for Lands’ End and is now well respected in the field of Voice-of-Customer research. She talks about tactics to “overcome organizational inertia” for more meaningful (and profitable) customer experiences. In fact, the Satrix Solutions team is currently reading this book and it has already sparked some interesting discussions about trends, challenges, and opportunities facing your company and our industry.
3) Zappos CEO, Tony Hsieh, has built up a cult-like following. His book, Delivering Happiness: A Path to Profits, Passion, and Purpose is a testament to how creating a strong organizational culture can lead to extraordinary success. Even if you’re familiar with the story of Hsieh and Zappos, I can assure you that that you’ll still walk away inspired to make company culture your number one priority in 2014.
4) No reading list would be complete without mentioning the game-changing book, The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld. Many people are surprised to learn that the Net Promoter Score concept was only introduced to the business world just 10 short years ago. The metric has been extensively evaluated all over the world, with many of you using this methodology today. This book is a great resource for any organization looking to get back to the basics and rediscover why generating “good” profits (by converting customers to Promoters) leads to sustainable growth.
5) Our final suggestion isn’t actually a book – it’s a website! As you know, Net Promoter is a widely popular survey methodology with both B2B and B2C organizations using it as core measure of business health. And, there are a ton of resources out there to help you take full advantage of the system that “drives extraordinary financial and competitive results.” One of our personal favorites – besides our own blog, of course – is from the folks over at NetPromoter.com. They offer a discussion forum where professionals, like you, can get together and talk “shop.” You might even see our founder and president, Evan Klein, on the message board from time to time helping other users get the most out of their NPS program.
Book clubs are truly an invaluable tool for your organization. Not only will you keep up with the new business trends, you’ll also tap into the rich minds of your team. So, read any good books lately?