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Top 5 Books on the Dark Side of Customer Experience
Explore the dark side of customer experience with these 5 insightful books that reveal hidden truths and strategies for success.
Book Summaries
Taking Control of the Customer Conversation
Matthew Dixon's data-driven approach to sales emphasizes the importance of challenging customers' thinking, which can help mitigate negative experiences and foster loyalty.
3 Key Takeaways:
- The Challenger Sale: A New Paradigm in B2B Sales
- The Five Sales Rep Profiles: Identifying the Most Effective Approach
- Teaching for Differentiation: The Core of Challenger Selling
The Hidden Influence of the World's Most Powerful Consulting Firm
Walt Bogdanich's investigative work uncovers the ethical dilemmas and hidden influences of McKinsey, shedding light on how corporate decisions can negatively impact customer experiences.
3 Key Takeaways:
- McKinsey's global influence extends far beyond traditional consulting
- The firm's pursuit of profits often conflicts with ethical considerations
- McKinsey played a significant role in widening income inequality
When Psychopaths Go to Work
Paul Babiak's exploration of psychopathy in the workplace reveals how manipulative individuals can undermine customer experience, making it crucial for leaders to recognize and manage these dynamics.
3 Key Takeaways:
- Psychopaths in the workplace: Hidden predators among us
- The psychopathic personality: Charm, manipulation, and lack of empathy
- Identifying psychopaths: Traits, behaviors, and assessment tools
Identifying and Dealing with Narcissists, Sociopaths, and Other High-Conflict Personalities
Bill Eddy's insightful book provides essential strategies for identifying and managing high-conflict personalities that can disrupt customer experiences, making it a must-read for anyone in customer service.
3 Key Takeaways:
- High-Conflict Personalities: Recognizing the 10% Who Can Ruin Your Life
- The Five Types of High-Conflict Personalities and Their Core Traits
- Warning Signs: Identifying HCPs Using the WEB Method and 90 Percent Rule
Why Being Your Whole Self--Not Just Your "Good" Self--Drives Success and Fulfillment
Dr. Todd Kashdan challenges the conventional wisdom of only embracing positivity, arguing that acknowledging our darker traits can lead to greater success and fulfillment in customer interactions.
3 Key Takeaways:
- Embrace Discomfort: The Path to Wholeness and Success
- Negative Emotions Have Hidden Benefits
- The Dangers of Excessive Positivity and Happiness Pursuit
