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Customer Reviews: 2
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Helpful Votes: 17


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Helena Rehakova RSS Feed (Bratislava, Slovakia)
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The Tipping Point: How Little Things Can Make a Big Difference
The Tipping Point: How Little Things Can Make a Big Difference
by Malcolm Gladwell
Edition: Paperback
Price: $12.07
2127 used & new from $0.01

7 of 9 people found the following review helpful
5.0 out of 5 stars What a pool of ideas!, August 3, 2004
I bought this book because of two reasons: one was that I looked for something on word-of-mouth marketing, the second were the good ratings from other readers.

As to my first concern, the book contains the basic principles - and not in a very structured way. I am happy I also bought The Anatomy of Buzz by Emanuel Rosen, where the facts on word-of-mouth are neatly organized and supplied with a do-it-yourself attitude. On the other hand, the few facts on word-of-mouth in this book are handled on a very deep level and once you read it you really start to understand what is going on.

BUT... The book itself is full of new information or information put into a new context. I really enjoyed all the "trips" into history, psychology, marketing, criminology and things like that. If you are a manager and read this book in search of new approaches, you will certainly find a pool of ideas that can be modified to fit your needs. My company is a training provider and based on the real-life cases described in this book I created a new way of organizing contents of courses bringing completely novel information to busy managers (based on the Blue's Clues story) and I made a seminar for my colleagues on "Broken Windows" (you reaaly ought to read this one!) to make them look for new ways of influencing a corporate climate. If you have a hammer and are looking for a nail, this book definitely does the job!

Moreover, understanding the often overlooked interdependencies may give you a competitive advantage. Don't expect the book to turn you into a renowned specialist on word-of-mouth marketing - but trust it to turn you into a wiser person with a better understanding of both human nature and social and corporate reality.


The Big Book of Customer Service Training Games (Big Book Series)
The Big Book of Customer Service Training Games (Big Book Series)
by Peggy Carlaw
Edition: Paperback
Price: $17.75
134 used & new from $0.01

10 of 11 people found the following review helpful
5.0 out of 5 stars A perfect help to train customer focus, December 7, 2002
This book contains many easy-to-deliver games that really help a trainer to keep customer service (and sales) reps focussed on those things that really matter in the various phases of customer contact. Me as a fact-oriented consultant have no problem using the exercises and they help me to initiate discussion without having to "feed" the theory to the participants first. My personal favourite is the Tennis Shoe Alien game which is real fun and gives a different view of things we consider so "easy" and "basic" that we do not pay much attention to them anymore.


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