BTBB: Customer.com

Language: English

Title: Customer.com

Authors: Patricia B. Seybold

Pages: 395

ISBN: 0-609-60772-3

Years: 2001

Nature of the books: Customer Management, Marketing, Management

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How do I come across the book?

When Popular book store in great sale – I got it for RM 14.90!

How do I find this book?

Under this competitive milieu, organization needs to understand the important of customer to business. Understanding customer is not sufficient, where a firm needs to find way to recruit, retain, and retain….customer will keep you organization profitability stable and growing over time if recruitment and retention is done perfectly over time.

This book tells you the customer revolution and how company should react to always win consumers preferences. The book’s content….

Principle ONE: Customers are in control – they are reshaping business and transforming industries

Principle TWO: Customer Relationships Count – The Value of your company is based upon the value of your present and future customer relationships – your customer franchise

Principle THREE: Customer experience matters – the feelings customers have when they interact with your brand determine their loyalty

1^st Step: Create compelling Brand personality

2^nd Step: Deliver a seamless customer experience across channels and touch point

3^rd Step: Care about customer and their outcomes

4^th Step: Measures what matters to customers

5^th Step: Hone Operational Excellence

6^th Step: Value customers’ time

7^th Step: Place customers’ DNA at the core

8^th Step: Design to Morph

How has it helped me in my life, work or any others…?

It helps me a lot in my work, especially until now, I am still upholding the principles of customer dot come… you guess…

BTBB: Beyond Productivity: How Leading Companies achieve superior performance by leveraging their human capital!

Language: English

Title: Beyond Productivity: How leading company achieve superior performance by leveraging their human capital

Authors: Gregory. D. Dess, & Joseph. C. Picken

Pages: 243

ISBN: 0-8144-0435-9

Years: 1999

Nature of the books: Organization, Management

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How do I come across the book?

I bought it from ‘Popular Book Store’ when it was under heavy discount, I bought it for RM17.90. I thought it was a pretty good deal!

How do I find this book?

Although it was a bit academic in the way it put forward but it is quite an interesting to read.

It talked about the changing rule of games and how organization should transform to catch up with the market changes. It tells how to leverage on human capital, through rewards, motivation and organization culture. It has quite a few case study, one of the most well known,’ Enron’.

“Attracting, recruiting, and hiring the best and the brightest is a critical first step in the process. In a May 1997 symposium for CEOs, Bill Gates said, “The thing that is holding Microsoft back…is simply how [Hard] we find it to go out and recruit the kind of people we want to grow our research team.” – Page 33

“All we can do is bet on the people we pick. So my whole job is picking the right people.” – Jack Welch, CEO, General Electric, Fortune (October 27, 1997). – page 35.

How has it helped me in my life, work or any others…?

Like the book said!