Books

I'd like to comment on books that may (or may not) be useful to the customer experience practitioner. Click on each title to see my review on Amazon.com.  Keep an eye on this page, as I'll continue adding titles in the future.


Outside In by Kerry Bodine and Harley Manning

Tilt by Niraj Dewar

What Customers Want by Anthony Ulwick

Playing to Win by Roger Martin and A.G. Lafley

The Ultimate Question 2.0 by Fred Reichheld and Rob Marley

Good Strategy / Bad Strategy by Richard Rumelt

Business Model Generation by Alexander Osterwalder and Yves Pigneur

Deep Dive by Rich Horwath

The End of Competitive Advantage by Rita McGrath

Plan B by David Kord Murray

The Strategist by Cynthia Montgomery

The Art of Explanation by Lee Lefever

A More Beautiful Question by Warren Berger

Strategic Thinking by Bill Birnbaum

The Effortless Experience by Matthew Dixon, Nick Toman, and Rick Delisi

Scenario Planning by Woody Wade

Being Strategic by Erika Andersen

Absolute Value by Itamar Simonson and Emanuel Rosen

Think Smarter, by Michael Kallet

The Mobile Mind Shift by Ted Schedler, Josh Bernoff, and Julie Ask

Uncommon Service, by Frances Frei and Anne Morriss

A Factory of One, by Daniel Markovitz

Act Like a Leader, Think Like a Leader, by Herminia Ibarra



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