BOOK PEEK

Quick look at a few books

February 7, 2013

Book Peek

Contents of Book Peek dated February 7, 2013

Reviews
Heart, Smarts, Guts, and Luck: What it takes to be an entrepreneur and build a great business by Anthony K. Tjan, Richard J. Harrington, and Tsun-Yan Hsieh Harvard Making a Will Made Easy by V. K. Verma Macmillan 99 to 1: How wealth inequality is wrecking the world and what we can do about it by Chuck Collins - Harper Whose Sustainability Counts? BASIXs long march from microfinance to livelihoods by Malcolm Harper, Lalitha Iyer, and Jane Rosser Sage, Vistaar On Message - Precision communication for the digital age by Theo Theobald - Viva The Little Book of Big Customer Satisfaction Measurement by Ajit Rao, and Subhash Chandra Sage

New arrivals - Harper Short snatches

The Wisdom of Ants: A short history of economics by Shankar Jaganathan Tranquebar 14 Wealth-building Secrets of Value Investing by Ashu Dutt Vision Books The Ingo Chronicles: The Deep by Helen Dunmore - Harper Microfinance India: State of the Sector Report 2012 by Venugopalan Puhazhendhi Sage, Access But Will the Planet Notice? How smart economics can save the world by Gernot Wagner - Macmillan Lead to Win: Discover the leader within by Harshit Bhavsar - Magna

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February 7, 2013

Book Peek

Customer basics
What is the connection between customer satisfaction, relationship, strength, and loyalty? Should an organisation try to achieve 100 percent customer satisfaction or delight? Do customer expectations really change? How should an organisation align brand promise and service delivery? These are some of the questions that The Little Book of Big Customer Satisfaction Measurement (Sage) by Nielsen experts Ajit Rao, Subhash Chandra begins with. The intro narrates a shocking anecdote of how even among the senior-most managers there can be a complete lack of understanding of the most basic principles of customer satisfaction. Most managers were familiar with the models of customer satisfaction that they were using but not with the underlying principles of the science of customer satisfaction. The managers were mostly interested in the one number (the customer satisfaction index) that would define the size of their bonus. The first basic truth in the book is that customer satisfaction is a leading indicator of future business outcomes. In this, the work done by the

February 7, 2013

Book Peek

American Customer Satisfaction Index (ACSI) stands out, the authors note, because the work is conducted over several companies, across several years, and is regularly updated. The next truth is that customer satisfaction behaviour works as a hierarchy. Stating that service quality or customer satisfaction is the most basic foundation of customer loyalty, the authors caution that any loyalty which is built in the absence of good service quality is short-lived. Dell bought loyalty in the short run by keeping costs down but lost out in the long run due to poor service quality. Loyalty of customers can be bought in the short run by lowering prices, promotion, and incentives. But to build strong loyalty and sustain it in the long run requires consistent high service quality. A striking insight in the book is to maximise customer complaints, by providing many avenues and forums for the customers to complain. In many organisations, customers are not encouraged to complain, often inadvertently. Customers do not know whom to complain to? Or where to complain? Even if they do know these details, there are barriers. Imperative addition to your reading list.

February 7, 2013

Book Peek

New arrivals

Infinite Verse by Amit Khanna Harper The Cripple and His Talismans by Anosh Irani Fourth Estate (Harper)

Address for sending review copies of new books

February 7, 2013

Book Peek

New arrival: Tales of a Journalist

Tales of a Journalist, Bureaucrat, Spy: From Partition to Operation Bluestar by Som Nath Dhar - Harper
February 7, 2013 6 Book Peek

Published by: Shrinikethan, Chennai http://bit.ly/ShriMap Edited by: D. Murali http://bit.ly/dMurali http://bit.ly/TopTalk February 7, 2013 February 7, 2013 7 Book Peek