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Predictably Irrational, Revised And Expanded Edition: The Hidden Forces That Shape Our Decisions
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Behavioral economist and New York Times bestselling author Dan Ariely offers the revised and updated Predictably Irrational, a much-needed take on the irrational decisions that led to our current economic crisis. In his uniquely engaging style, Dan Ariely again…
Empathy In Action: How To Deliver Great Customer Experiences At Scale
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This Is Service Design Doing: Applying Service Design Thinking In The Real World

This Is Service Design Doing: Applying Service Design Thinking In The Real World

by Marc Stickdorn

Paperback

|January 23, 2018

$49.54 online

$59.99list price

save 17%

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How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You’ll learn specific…
Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable…
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Praise for Selling Luxury "Geneviève and Robin have brought together their talents to create a book that gives all Sales Ambassadors the fundamentals in selling and building customer loyalty." — Hamida Belkadi , CEO, De Beers Diamond Jewellers, USA…
Pre-Suasion: A Revolutionary Way to Influence and Persuade

Pre-Suasion: A Revolutionary Way to Influence and Persuade

by Robert Cialdini

Paperback

|June 5, 2018

$25.95 online

$25.99list price

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The acclaimed New York Times and Wall Street Journal bestseller from Robert Cialdini—“the foremost expert on effective persuasion” ( Harvard Business Review )—explains how it’s not necessarily the message itself that changes minds,…
Would You Do That To Your Mother?: The Make Mom Proud Standard For How To Treat Your Customers
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Customer experience pioneer Jeanne Bliss shows why “Make Mom Proud” companies outperform their competition. Her 5-step guide to customer experience and culture transformation makes this achievement possible.    Bliss urges companies to…
Hug Your Haters: How To Embrace Complaints And Keep Your Customers
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Haters are not your problem. . . . Ignoring them is.   Eighty percent of companies say they deliver out­standing customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service…
Be Our Guest (revised And Updated Edition): Perfecting the Art of Customer Service
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Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest , Disney Institute, which specializes in helping professionals see new…
Nudge

Nudge

by Richard H. Thaler

Hardcover

|September 14, 2021

$31.24 online

$36.50list price

save 14%

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An updated and refreshed edition of the groundbreaking book that shows how people can be nudged toward decisions that will improve their lives "A fully revised version of the 2008 bestseller about making decisions. . . . Thaler and Sunstein deliver a…
How We Eat: The Brave New World Of Food And Drink
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The Consuming Instinct: What Juicy Burgers, Ferraris, Pornography, And Gift Giving Reveal About…
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In this highly informative and entertaining book, the founder of the vibrant new field of evolutionary consumption illuminates the relevance of our biological heritage to our daily lives as consumers. While culture is important, the author shows that innate…
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