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Better Understand Your Customers

A guide by Grant (Washington)

Products sampled from this guide:
One of the most important aspects of the business world is understanding the customer. After all, isn't the "customer always right"? You will find that in today's society, the best businesses and services are the ones who understand what their consumers actually want from them. Ours is a consumer culture, and the sooner we come to terms with the idea that it is the consumers running our businesses instead of ourselves, the more successful we will be. Here is a reading list of some of the best consumer-focused literature available.

CoDestiny: Overcome Your Growth Challenges by Helping Your Customers Overcome Theirs
Authenticity: What Consumers Really Want
Stop Getting Ripped Off: Why Consumers Get Screwed, and How You Can Always Get a Fair Deal
Consumer Behavior, Ninth Edition
Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know
What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Customers for Life: How to Turn That One-Time Buyer Into a Lifetime Customer
Employees First, Customers Second: Turning Conventional Management Upside Down
The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World
Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series)
Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results
Real-Time Marketing and PR: How to Instantly Engage Your Market, Connect with Customers, and Create Products that Grow Your Business Now
Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business
The Entrepreneur's Guide to Customer Development: A cheat sheet to The Four Steps to the Epiphany
Inspired: How To Create Products Customers Love
Raving Fans: A Revolutionary Approach To Customer Service
Where Are the Customers' Yachts: or A Good Hard Look at Wall Street
Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (New Rules Social Media Series)
One Billion Customers: Lessons from the Front Lines of Doing Business in China
Be Our Guest: Perfecting the Art of Customer Service
What's the Secret: To Providing a World-Class Customer Experience
The 24-Hour Customer: New Rules for Winning in a Time-Starved, Always-Connected Economy
Attracting Perfect Customers: The Power of Strategic Synchronicity
Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

Products mentioned include:
1.  CoDestiny: Overcome Your Growth Challenges by Helping Your Customers Overcome Theirs  by Atlee Valentine Pope
$22.46 Used & New from: $0.01
5.0 out of 5 stars   (3)
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2.  Authenticity: What Consumers Really Want  by James H. Gilmore
$24.74 Used & New from: $0.49
4.5 out of 5 stars   (27)
Add to cart  Add to wishlist
3.  Stop Getting Ripped Off: Why Consumers Get Screwed, and How You Can Always Get a Fair Deal  by Bob Sullivan
$12.50 Used & New from: $0.01
4.3 out of 5 stars   (20)
Add to cart  Add to wishlist
4.  Consumer Behavior, Ninth Edition  by Michael R. Solomon
Used & New from: $15.42
4.2 out of 5 stars   (24)
  See buying options  Add to wishlist
5.  Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know  by Jeffrey H. Gitomer
$19.58 Used & New from: $0.01
4.3 out of 5 stars   (137)
Add to cart  Add to wishlist
6.  What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services  by Anthony W. Ulwick
$18.43 Used & New from: $5.22
4.6 out of 5 stars   (36)
Add to cart  Add to wishlist
7.  Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization  by Micah Solomon
$17.13 Used & New from: $7.95
4.7 out of 5 stars   (71) | 18 customer discussions
Add to cart  Add to wishlist
8.  Customers for Life: How to Turn That One-Time Buyer Into a Lifetime Customer  by Paul B. Brown
$10.40 Used & New from: $0.01
4.6 out of 5 stars   (88)
Add to cart  Add to wishlist
9.  Employees First, Customers Second: Turning Conventional Management Upside Down  by Vineet Nayar
$21.99 Used & New from: $0.36
4.2 out of 5 stars   (61) | 1 customer discussion
Add to cart  Add to wishlist
10.  The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World  by C. Britt Beemer
Used & New from: $0.01
4.9 out of 5 stars   (7)
  See buying options  Add to wishlist
11.  Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series)  by Robert Bacal
Used & New from: $0.01
3.8 out of 5 stars   (13)
  See buying options  Add to wishlist
12.  Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results  by Jack Mitchell
$16.14 Used & New from: $0.01
4.7 out of 5 stars   (60)
Add to cart  Add to wishlist
13.  Real-Time Marketing and PR: How to Instantly Engage Your Market, Connect with Customers, and Create Products that Grow Your Business Now  by David Meerman Scott
Used & New from: $0.01
4.5 out of 5 stars   (31)
  See buying options  Add to wishlist
14.  Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business  by Josh Bernoff
$21.13 Used & New from: $0.01
4.5 out of 5 stars   (59)
Add to cart  Add to wishlist
15.  The Entrepreneur's Guide to Customer Development: A cheat sheet to The Four Steps to the Epiphany  by Patrick Vlaskovits
$16.77 Used & New from: $9.21
4.0 out of 5 stars   (64)
Add to cart  Add to wishlist
16.  Inspired: How To Create Products Customers Love  by Marty Cagan
$20.33 Used & New from: $16.33
4.7 out of 5 stars   (197) | 1 customer discussion
Add to cart  Add to wishlist
17.  Raving Fans: A Revolutionary Approach To Customer Service  by Ken Blanchard
$16.33 Used & New from: $0.01
4.1 out of 5 stars   (265) | 1 customer discussion
Add to cart  Add to wishlist
18.  Where Are the Customers' Yachts: or A Good Hard Look at Wall Street  by Fred Schwed
$16.86 Used & New from: $12.27
4.5 out of 5 stars   (88)
Add to cart  Add to wishlist
19.  Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (New Rules Social Media Series)  by C.C. Chapman
Used & New from: $2.29
4.4 out of 5 stars   (133)
  See buying options  Add to wishlist
20.  One Billion Customers: Lessons from the Front Lines of Doing Business in China [Bargain Price]  by James McGregor
Used & New from: $1.45
4.4 out of 5 stars   (55) | 1 customer discussion
  See buying options  Add to wishlist
21.  Be Our Guest: Perfecting the Art of Customer Service  by The Disney Institute
Used & New from: $2.54
4.6 out of 5 stars   (32)
  See buying options  Add to wishlist
22.  What's the Secret: To Providing a World-Class Customer Experience  by John R. DiJulius
$23.42 Used & New from: $2.38
4.8 out of 5 stars   (19)
Add to cart  Add to wishlist
23.  The 24-Hour Customer: New Rules for Winning in a Time-Starved, Always-Connected Economy  by Adrian C. Ott
$19.12 Used & New from: $0.01
4.8 out of 5 stars   (32)
Add to cart  Add to wishlist
24.  Attracting Perfect Customers: The Power of Strategic Synchronicity  by Stacey Hall
$18.51 Used & New from: $0.01
4.6 out of 5 stars   (53)
Add to cart  Add to wishlist
25.  Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits  by John A. Goodman
$18.45 Used & New from: $6.22
4.6 out of 5 stars   (22)
Add to cart  Add to wishlist

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Customer Discussions about products in this guide
Discussion Replies Latest Post
No TOC in Kindle edition? 0 Mar 16, 2012
Donald Trump endorses "One Billion Customers"! 0 May 12, 2011
Micah Solomon on Customer service in Healthcare (Becker's Hospital Review 0 Mar 12, 2011
Financial Post article on Micah Solomon,"New Guru of Customer Service Excellence." 0 Mar 12, 2011
DearReader[dot]com choosesExceptional Service as Business Book Club selection 0 Oct 26, 2010
Today's Shanghai Daily News: "Exceptional Service is #1 US Business Book" 0 Oct 16, 2010
Pricing 0 Oct 7, 2010
"A reason to return to real customer service" 0 Aug 6, 2010
CEO Refresher names "Exceptional Service, Exceptional Profit" a top book of 2010 0 Jul 26, 2010
New Alister & Paine Article on "Exceptional Service, Exceptional Profit" Principles 0 Jul 25, 2010
Today's interview in Crain's New York Business with Micah Solomon 0 Jun 4, 2010
The point they don't support 0 Sep 13, 2007
 
   

About this Guide

 

Author

Grant (Washington)
Qualifications: Businessman, Entrepreneur
Last updated: 11/15/10
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