These books helped us to get clearer on the various aspects of both customer and employee engagement. We have used them to enrich our workshops and some ideas turned out to be very successful with our clients. We happily share this list with you:
Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification (Released in 2013)
This book is a perfect starting point for a strategic workshop when you are planning to set up a new customer loyalty program. While traditional points-based loyalty programs (at most) will get you loyalty to the best deal, a gamified loyalty program is able to engage your customers in a long-term partnership through shared values.
Scrum: The Art of Doing Twice the Work in Half the Time (Released in 2014)
Yes, there are a lot of good books about Scrum and we surely have read most of them. But, if you need some excellent arguments to convince your client/boss, not to use waterfall project management and not to kick off a strategic program presenting the usual large Gantt chart, then you will find them only in this book, written by the inventor of Scrum.
The Art of Game Design: A Book of Lenses (Second Edition released in 2014)
We stumbled across this book while we were doing some research on gamification techniques. We liked the idea of looking through different lenses to cover every aspect of experience. This book is written for game designers, but you surely will find some very good ideas for effective marketing programs in it.
So You Want To Be Customer-Centric?: 8 Steps To Profitable Customer Relations (Released in 2011)
There is a vast number of books about customer centricity and customer experience management. We recommend you to start with this 100-page booklet. It covers the most important aspects of customer centricity and points you to the best literature for further reading,
Management 3.0 Series (Latest Release in 2014)
The 3 books of the Management 3.0 Series are aimed to bring human-centric, agile ideas into business life. Most organizations seem to ignore what behavioural science and neuroscience have found out decades ago and stick to their ineffective corporate routines. We all know, that highly engaged people are the key to success. But for that you need to install a human-centric system.
The 4 Disciplines of Execution: Achieving Your Wildly Important Goals (Released in 2012)
Whether you are working in a traditional hierarchical organization or in a modern organization, this book will help you to push improvements in addition to your daily business – without external help. You will find out how agile concepts, gamified systems and actionable metrics can work in a small or large scale, and even with a single team in the „Corporate Wild West“.
Your Brain at Work (Released in 2009)
Knowledge about the brain is essential to be able to work effectively, build good working environments and delight customers. This book makes it easy to understand how the brain works. It introduces a brain metaphor, which has proved to be very useful in some of our client workshops.
Leaders Eat Last: Why Some Teams Pull Together and Others Don’t (Released in 2014)
This is the last book about leadership, you need to read – if you have already read the previous book of the author „Start with Why„. Both books will teach you a lot about the brain and make it obvious that many HR departments pursuit a very wrong approach when looking for leaders.
The Lean Startup: How Today’s Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses (Released in 2011)
For many entrepreneurs, this book has become a kind of bible. But the idea of building minimum viable products in an agile system applies to innovation in larger organizations as well. We use the ideas in our workshops and combine them with the Design Thinking principles.