Visionaries' Recommended Reading 1
20080602 by Blogmaster
Customers.com: How to Create a Profitable Business Strategy for the Internet and Beyond
My seminal book--features the case studies of a number of my original Visionaries. Updating it now.. But you should have the original!
The Customer Revolution
Another of my classics! This book lays out the essential framework for managing, measuring, monitoring and improving customer experience and includes 13 case studies.. All of them members of Patty's Visionaries.
Outside Innovation: How Your Customers Will Co-Design Your Company's Future
My latest book--Another essential read. Also features more of Patty's Visionaries' stories...
BRANDchild: Insights into the Minds of Today's Global Kids: Understanding Their Relationship with Brands
I helped Martin Lindstrom with this book by contributing a couple of chapters. It's a good look at the relationship of kids around the world with brands.
The Balanced Scorecard: Translating Strategy into Action
Many Visionaries' companies use Kaplan's Balanced Scorecard approach and they are in charge of the customer section of that scorecard.
The Art of Innovation: Lessons in Creativity from IDEO, America's Leading Design Firm
Tom Kelley at IDEO is very popular among customer-centric designers -- uses ethnography and creative brainstorming and gathering iterative feedback from customers. Good primer on how to do customer-centric design (without actually co-designing with customers, which is Patty's preferred approach).
loyalty.com : Customer Relationship Management in the New Era of Internet Marketing
Fred Newell offers a lot of great advice. Another classic!
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