There is a particular emphasis on customer and user experience in some of our latest acquisitions. Also included are two new books by the well-known business author Jeffrey Pfeffer. You can browse a full list of all of our recent arrivals here. We have a bumper selection of new books on the way. Remember, we are always more than happy to hear your book suggestions for the library!
The customer experience book : how to design, measure and improve customer experience in your business / Alan Pennington
Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business.
From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. [Publisher text]
An all-encompassing guide on how to hire and lead UX (user-experience) designers and product design teams.
Outside in : the power of putting customers at the center of your business / Harley Mannning & Kerry Bodine, Forrester Research
In this book Harley Manning and Kerry Bodine write about how to excel at customer experience from their combined knowledge of customer experience research at the market research company Forrester. Outside In puts customer experience at the heart of corporate strategy.
The effortless experience : conquering the new battleground for customer loyalty / Matthew Dixon, Nicholas Toman, Rick DeLisi
From the authors of The Challenger Sale, The Effortless Experience lays out four key pillars of customer experience and includes tools and templates for improving services, reducing costs and decreasing customer churn.
Jeffrey Pfeffer is the author of Power (another new library book!), a Stanford business school professor and a leading management thinker. Here he calls BS on the leadership industry, showing why it’s failing, how it might be remade and offering a hard-hitting dissection of the leadership industry and ways to make workplaces and careers work better. [Adapted from the publisher text]