Tag: CXM Book Shelf

CXM Book Shelf: The Customer Catalyst by Adlard & Bausor – Exclusive Excerpt

A new book by Daniel Bausor and Chris Adlard explores how businesses are adapting to growth in the age of customer centricity. The Customer Catalyst: How to Drive Sustainable Business Growth in the Customer Economy is available now, published by Wiley. In this...

CXM Book Shelf: The Apology Impulse by Cary Cooper & Sean O’Meara

Outrage culture has left businesses unable to sincerely say sorry. Instead they apologise routinely for trivial transgressions, issuing ‘fauxpologies’, ‘nonpologies’ and baffling their customers with incomprehensible jargon in a way that undermines their reputation, damages their credibility and impacts on...