blue ocean shift book review
, , , , , , , , , , , , , ,

Blue Ocean Shift: Book Review

When Blue Ocean Strategy by W Chan Kim and Renee Mauborgne came out in 2004 it was a seismic book. The thrust of Blue Ocean Strategy (BOS) is that companies must create and drive up elements of remarkable customer experience to be different…
Punk CX book review Adrian Swinscoe CT
, , , , , , , , , , , , , ,

Punk CX: Book Review

Adrian Swinscoe writes on customer experience and customer service for publications like Forbes and the BBC. Punk CX is his second book covering the topic of CX. We've all read books where the author has hit upon a good business idea and…
feedback frenzy customer survey economy

Feedback Frenzy

One of the most interesting conversations we've heard regarding the feedback economy came from The Bottom Line radio show and podcast on BBC Radio 4. The proliferation of review sites like TripAdvisor and TrustPilot (often called the 'Feedback…
Quirkology book review header
, , , , , , ,

Quirkology: Book Review

So, this month we've taken a wander through Richard Wiseman's book Quirkology: The Curious Science of Everyday Lives. Richard Wiseman is a truly interesting scientist and psychologist. He explains complex points on human interaction in an…
Rebel Ideas Matthew Syed Review
, , , , , , ,

Rebel Ideas: Book Review

I loved Matthew Syed's book Black Box Thinking, (which we reviewed here) so I was excited to get stuck into his new offering, Rebel Ideas: The Power of Diverse Thinking. Syed was recently appointed to a very diverse board of thinkers advising…
Everything Store Jeff Bezos
,

The Everything Store: Book Review

The Everything Store: Jeff Bezos and the Age of Amazon by Brad Stone was this fortnight's reading material for me. Since one of Amazon's central strategies is customer retention, I was fascinated to read about the inner workings of the business. The…