book review

Book Review: The Endangered Customer by Richard. R. Shapiro

I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge. In this book Richard, set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers through every customer interaction.

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Brand Book Bites from Dare To Serve

The book: Dare to Serve: How to Drive Superior Results by Serving Others — part memoir, part business school case study, and part leadership inspiration and instruction text.

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Brand Book Bites from Non-obvious

Here’s my latest Brand Book Bite, a write-up on and interview with the author of a book I recommend for brand-builders:

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Brand Book Bites from Organizations in the Face of Crisis

The book: Organizations in the Face of Crisis: Managing the Brand and Stakeholders — a thorough text on a tough topic

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Hire for People Skills: Are Those Skills Taught or Innate?

Where do you think that attitude comes from? If attitude is defined as: a manner of thinking, feeling, or behaving that reflects a state of mind or disposition (according to The Free Dictionary), I suppose we need to change the thinking to be: hire for people skills and train for technical skills... or hire for soft skills and train for hard skills.

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Customer Experience Survival Guide

Feeling like you need some guidance with your CX Journey? Not sure where to turn?

I'm excited to share details about a new ebook for which I wrote a chapter. The book was compiled by Sprinklr, and it's aptly titled, The Survival Guide to Customer Experience.

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Brand Book Bite from Evolve: Marketing as We Know It Is Doomed

Welcome to my latest “brand book bite” — check out the full collection of write-ups and author interviews here.

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Brand Book Bites from the Birth of a Brand

Here’s my newest “brand book bite” — check out the full collection of write-ups and author interviews here.

The book: The Birth of a Brand:  Launching Your Entrepreneurial Passion and Soul (Beyond Words Publishing), a business memoir about the world-renowned UGG brand of sheepskin boots from Australia

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Brand Book Bites From a Beautiful Constraint

The book: A Beautiful Constraint: How to Transform Your Limitations Into Advantages And Why It’s Everyone’s Business — a very smart text that is organized into three sections comprising the requirements needed to find the beauty in a constraint: mindset, method, and motivation.

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Brand Book Bites from Sticky Branding

The book: Sticky Branding: 12.5 Principles to Stand Out, Attract Customers, and Grow an Incredible Brand – a very helpful book for small- and mid-sized businesses.

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