Here are 5 books anyone in the field must read to become a people magnet and drive outstanding results.
Let’s go!
1/ How to Win Friends and Influence People, by Dale Carnegie
Key Lessons:
Remember people’s names.
Always be kind and understanding.
Inspire positive change. Praise others in public.
Encourage cooperation and collaboration. Not conflicts.
Cultivate genuine relationships. Show a sincere interest in others.
2/ Never Split the Difference, by Chris Voss
Key Lessons:
Prepare your best alternative options in advance.
Building empathy is key: use it to connect and influence others.
Be prepared for extremes. Navigate tough situations with self-confidence.
Let your counterpart make the first offer to gain a better understanding of their position.
Use open-ended questions to gather critical information and uncover hidden interests.
3/ Atlas of the Heart, by Brené Brown
Key Lessons:
Embrace vulnerability.
Be genuine. Show up as your true self to build trust.
Recognize the power of empathy in customer relationships.
Develop a culture of belonging for customers and colleagues.
Cultivate courage. Be resilient so you can navigate challenging situations.
4/ Hug Your Haters, by Jay Baer
Key Lessons:
Be transparent and take ownership.
Be proactive so you can resolve customer issues before they escalate.
Engage with customers across different channels to address specific concerns.
Listen to customer feedback. Both positive and negative. It’s a massive opportunity for growth.
Respond fast and be empathetic to customer complaints. It’s your chance to turn detractors into advocates.
5/ The Power of Moments, by Chip Heath and Dan Heath
Key Lessons:
Use the power of storytelling to connect on an emotional level.
See a previous edition for more about it:
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Transform challenging situations into opportunities.
Personalize interactions. Go beyond expectations to exceed customer needs.
Focus on building memorable experiences for a lasting impact on customers.
Identify key moments to drive positive emotions and go deep in relationships.
And that’s it.
Those are 5 books that have helped me a lot in my customer success journey.
And I hope you'll find them helpful too.
Read them, apply the lessons, and become a people magnet!