The Long Tail by Chris Anderson

Citizen Marketers by Ben McConnell and Jackie Huba

I can’t believe how well these two books complement each other! And thanks to McConnell/Huba for contributing to college instructors like myself. I can definitely see this book being used in class.

Also…

“Engaged and Enabled” by Don Peppers and Martha Rogers, Ph.D.

“Just What Is Customer Experience Management, Anyway?” by Leigh Duncan

“The Science of the Customer Experience” by Eric Krell

Three articles about CEM. I’m reading these through the lens of Services Marketing. I can already see some future posts coming from these short articles.

“Ready, Willing and Enabled: A Formula for Performance”

A study by the Economist Intelligence Unit which looks at the value of employee enablement, a key issue in services marketing.