Books: Three of a kind - Reaching out to your customers

Last Updated: 31 Aug 2010

Customer Care Excellence
Sarah Cook
Kogan Page

Targeted at medium and large organisations, this is prescribed reading for anyone who needs to know anything about how to deliver the best customer care, even to the most pernickety modern consumer. A well-researched book with a bent towards corporate strategy, this 5th edition also includes material on virtual teams and case studies on Wal-Mart, Tesco, eBay and Asda. One to keep on the desk. - Best of its kind

Delighting Your Customers
Avril Owton
A&C Black

Part of the excellent series 'Business on a Shoestring', this gives vital advice on pleasing your customers without breaking the bank. Written for small-business owners, it's brimming with customer service delights, covering everything from understanding your customers' expectations to handling their complaints. A high-energy, high-impact book written by a dancer-turned-hotelier. - Best of its kind

What the Customer Wants You to Know
Ram Charan
Michael Joseph

Charan is a best-selling business guru, and this book focuses on 'value creating selling', which is explained as a 'radical yet practical' approach to selling. At its heart lies an 'intense focus on the prosperity of your customers'. Don't measure your own success first; instead, 'measure success by how well your customers are doing with your help'. A valuable read, but only if you're looking for a new take on things. - Could be useful

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