CX Books2018-08-17T11:25:59+00:00

Further Reading

Bold: How to be Brave in Business and Win

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Voted 'Management e-book of the Year', BOLD reveals the practices that make great brands stand out, and turn customers into fans. Told in the voices of the brand leaders themselves, BOLD shows that brand building is now about completely re-thinking both the customer and employee experience. Not for the timid!

As scary as hell...

For many brands, customer experience is their mantra. They design it, train their people, improve product and process – yet still fail to differentiate and win hearts and minds. BOLD is the story of the brands that do win – and how they do it. They thrive because they have the courage to pursue purpose beyond profit, to challenge conventional thinking, to engage and entertain their audiences and create an almost cult-like following. They are not just different, but dramatically different. It requires courage, conviction and imagination to be bold and, as Robert Stephens (Geek Squad founder) said, it can be ‘as scary as hell’.

See Feel Think Do

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"A brilliant book about learning to trust your instincts and to become more proactive in your decision-making"
Richard Hammond, Amazon reviewer

Uncommon Practice

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"Gives the reader access to the thought-processes of some of the most remarkable executives and brand managers today."
Matt Haig, Amazon reviewer

Managing the Customer Experience

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'A blueprint for any organization that wants to deliver a customer experience that builds its brand. Don't just read this book - use it!'
Scott Timmins, VP Marketing, Babson College

“Smith+Co have a deep understanding of the complexities of customer experience and were extremely effective in helping us to build our brand around customer experience. I recommend that companies focusing on customer experience take advantage of their expertise.”

Lorena Baker Harris, Director Corporate Marketing
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