Here are some of the best business books I read in 2014. These books are perfect for a last-minute Christmas gift or a good business book to read yourself over the winter holiday.
The Effortless Experience
I discovered this book when author Matt Dixon gave a riveting keynote address at ICMI’s CC Expo conference in May.
The core message is avoiding service failures is a much stronger loyalty driver than delight. Dixon makes a compelling case for finding ways to make service consistently effortless for customers. He offers practical solutions and common-sense tactics than can easily be implemented.
What Great Brands Do
Author Denise Lee Yohn makes the compelling argument that branding is more than just a marketing exercise. It’s how to run a business. All departments impact a company’s brand whether it’s operations, R&D, or even customer service.
The book is full of practical examples and hands-on exercises that make it easy to translate the ideas into action.
Your Brain at Work
This book offers a fascinating look at how we can improve our success by having a better understanding of how our brains work.
It follows a typical workday for Emily and Paul, who are both overwhelmed with constant emails, meetings, and distractions. The author, David Rock, rewinds the scenes that unfold throughout their day to show us how small changes can lead to big improvements.
I'd be remiss if I didn't also mention my own book, Service Failure. It uncovers hidden reasons that employees struggle with customer service.