Business Bookshop

Customer experience is everything your brand does. It can make or break your business. "From the store windows, the store touch-points, the website, social media or a magazine: it has to be one pure customer experience, not just to gain market share but to gain mind share" Angela Ahrendts, CEO Burberry. Customer experience as a concept has been around for over ten years now but it is still often confused with CRM or considered to be a fancy new name for customer service. In fact, as the researc

It's time for a radical and remarkable approach to marketing... ‘Marketing is a tax you pay for being unremarkable' – Robert Stephens, The Geek Squad Marketers face enormous challenges today. Targeting, locating, communicating and maintaining any form of reliable relationship with customers or consumers, has never been more difficult.

It's time for leaders to lift their gaze from their numbers to their purpose "Spreadsheets only reflect the past, not the future" – Richard Reed, Innocent As we emerge from the recession, business leaders will once more be thinking of revenue growth rather than cost cutting, market share rather than share price and finding the right people rather than 'right sizing'. Well that's fine then, we can put the recession behind us and resume business as usual. Well no, not really; the economic crisis

The pursuit of ‘WOW' means that Innovation must not be a department,iIt must be a principle that permeates the whole of an organization and the people who work for it. History has shown that many of the innovations that we have come to take for granted were a result of entrepreneurs, pioneers and early adopters willing to invest their own money, and sometimes lives, in a big idea. – Richard Branson, Founder, Virgin Galactic

Bold: How to be brave in business and win is published by Kogan Page in April 2011. Shaun Smith is founder and partner at smith+co the customer experience specialists. Andy Milligan is an international consultant on brand and business culture.

20 Years of "The Lovers' Guide" is an article about one of the most controversial movies of the last 2 decades.

Patrick Forsyth, author of "Detox your career" suggests that career success is rarely down to good luck (though it is said this is why others are successful). You can and must make it happen and this article will explain how to do that.

Patrick Forsyth takes a humorous look at presentations and how to avoid being a stand up comic. Presentations can be daunting; yet there can be a good deal hanging on them, they directly affect finances, reputations, personal image, even careers. This article will give you key ideas of how to improve your presentation skills.

How can you build rapport with people and earn their trust? Author Richard Maun offers practical advice and tips that could help people to secure their next job and looks deep into our personality to offer a practical way to help us to do a great job on the day.