Ideas to improve the customer experience

April 24, 2011

Ideas to improve the customer experience

Improve The Customer Experience

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Frank's books

Can Love Last?: The Fate of Romance over Time

Can Love Last?: The Fate of Romance over Time

by Stephen A. Mitchell

Takeways from reading the book: What is desire / lust / sexuality? - Page 34: Desire can be amusing and stimulating. - Page 34: Desire without love lacks the intensity that deepens romantic passion. - Page 50: Sexuality is well designed...

The Language of Kindness: A Nurse's Story

The Language of Kindness: A Nurse's Story

by Christie Watson

Takeaways from reading the book: - Page 8: Nursing has strong links with Islam. In the early 7th century, faithful Muslims became nurses. The first professional nurse in the history of Islam, Rufaidah bint Sa'ad, was described as an ide...

The Power of Positive Deviance: How Unlikely Innovators Solve the World's Toughest Problems

The Power of Positive Deviance: How Unlikely Innovators Solve the World's Toughest Problems

by Richard Tanner Pascale

Takeaways from reading the book: What is a positive deviant? - Page 3: A positive deviant is an outlier / an exception, whose outcome deviates in a positive way from the norm - even when working with the same resources as everyone else....

Human + Machine: Reimagining Work in the Age of AI

Human + Machine: Reimagining Work in the Age of AI

by Paul R. Daugherty

My takeaways from reading this book: How can humans help machines? - Page 106: Humans can help machines in situations where there is little or no data. - Page 107: Humans can train machines to perform tasks. - Page 107: Humans can expla...

Crucial Conversations: Tools for Talking When Stakes Are High

Crucial Conversations: Tools for Talking When Stakes Are High

by Kerry Patterson

Passages I found particularly useful: What makes it difficult for us to communicate well? - Pages 5 and 43: Generations of genetic shaping drive us to handle crucial conversations in aggressive ways. When someone says something we disag...

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