BOOK PEEK

Quick look at a few books

February 7, 2013

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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? BASIX’s 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

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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

2

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

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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

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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

5

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