Books

All three books are now available in paperback and Kindle formats. Each book combines personal experience, research, cognitive psychology, and behavioral economics to reach new insights. Anecdotes and illustrations help keep them interesting and entertaining.

Compared to most other business books, there is a deep focus on communication. The authors build on behavioral economics and on cognitive psychology theory to propose new ways of communicating strategy and progress to customers, employees and partners. Advice is both deep and intensely practical.

Maurice FitzGerald: Customer Experience Strategy Design and Implementation

This book is about building and implementing a customer experience strategy in a business-to-business environment and in what I call the real world. The real world is one where people behave like human beings, and not as traditional economists would have us believe. Human beings do not constantly try to optimize mid-term outcomes. They behave far less rationally, though still quite predictably. A great customer experience strategy combines scientific research, behavioral economics and the experience of others. In this book, I share mistakes I have made and things that I have found to be successful. Above all, I believe the book will save you a lot of time on your path to happier and more loyal customers. Available in all Amazon stores worldwide. Click on the links below for direct access to some.

Here are links to the paperback version in various Amazon stores. I do not expect the paperback to be available other than in the seven stores listed.

Amazon.com link, Amazon.co.uk link, Amazon.de link, Amazon.it link, Amazon.fr link, Amazon.es link, Amazon.co.jp link

Here are the links to the Kindle version in various Amazon stores. You should be able to find the Kindle version in all Amazon stores.

Amazon.com link, Amazon.co.uk link, Amazon.fr link, Amazon.de link, Amazon.com.au link, Amazon.it link, Amazon.jp link

 

Net Promoter System

The Net Promoter System® is the most widely adopted system for managing customer feedback and improvement. It is used around the world and works well in all cultures and languages. Like most management systems, it has advantages and disadvantages.

Maurice manages the largest internet forum on the subject: the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. The questions and answers seen there have helped to ensure the book is 100% relevant to NPS practitioners, whether just starting off or refining a mature system.

When Meg Whitman abandoned politics and became CEO of HP, she decided that all divisions should implement the Net Promoter System. NPS supplemented and replaced many existing systems. Maurice led this work for the software business, which had grown through a long series of complex acquisitions. This book builds on that experience, explaining what works and what does not. There is a particular focus on communication.

The paperback version was published on April 21st 2017 and is available on Amazon.com, Amazon.co.uk, Amazon.de, Amazon.co.jp, Amazon.it, Amazon.fr, and Amazon.es. I don’t expect to be available elsewhere.

The Kindle version is available in all Amazon stores worldwide. Click on the links below for direct access to some.

Amazon.com link, Amazon.co.uk link, Amazon.fr link, Amazon.de link, Amazon.au link, Amazon.it link, Amazon.jp link

Customer-centric cost reduction

This book is about customer-centric cost reduction, an apparent oxymoron. Faced with a profitability crisis or a need to find money to invest, most companies want to sort out their P&L first, and worry about keeping customers onside later. That approach has a tendency to produce a corporate death-spiral. While you may be sacrificing customer happiness in the short term, your competitors may not. They will make it their business to find out where you are cutting costs and how that affects your customers. They will then go in and empathize, taking share from you. You then wind up with a predictable but unanticipated revenue problem, just as your cost-cutting exercise finishes. So, the next  round of cost reduction starts. And so on. There are only 3.5 ways of reducing costs. I will cover various methods of getting there, adding advice on how to avoid losing customers as you go about it.

The paperback version was published on April 21st 2017 and is available on Amazon.com, Amazon.co.uk, Amazon.de, Amazon.co.jp, Amazon.it, Amazon.fr, and Amazon.es.

The Kindle version is available in all Amazon stores worldwide. Click on the links below for direct access to some.

Amazon.com link, Amazon.co.uk link, Amazon.fr link, Amazon.de link, Amazon.au link, Amazon.it link, Amazon.jp link

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