I’m thrilled to use my first-ever Kustomer blog post to announce the launch of Kustomer Book Club. Every other month we’ll be building out a recommended reading list for CX leaders interested in professional and personal development, including staying up-to-date on the latest customer management thought leadership.
If your first reaction is to think you’re too busy for a book club, I get it. Working a long day and then reading a business or industry book can feel like just more work. But I also truly believe that opening ourselves up to new ideas and perspectives is one of the best things we can do for our colleagues, customers, and our careers.
Agree? Please read on.
Our first book club pick is all about bucking convention and becoming a leader who champions new ideas (especially unpopular ones!). Here’s a short description for Originals:
It’s one thing to have new ideas, but another to stand up for them. Adam Grant, one of his generation’s most provocative thought leaders, explores how individuals can recognize good ideas and speak up without getting silenced, parents can raise creative children, and leaders can build cultures that fight groupthink and promote innovation.
Sounds like valuable skills for listening to customer feedback, changing company cultures, and being a better leader. This is also a book blurbed by both J.J. Abrams and Sheryl Sandberg, so you know it’s good. Or the author is just very well-connected.
Topics to think about (and discuss with your teams) while we read Originals:
- When’s the last time you championed an idea that you knew was strong even though it was unpopular or complicated to execute?
- Do your teams know they can come to you with dissent or disagreement? (Hint: just ask them).
- How can our brands encourage AND act on more customer-generated feedback and ideas?
Kustomer Book Club FAQs
Q. Are we reading only books about CX and customer service?
A. No! We believe that the best leaders and the best teams are made of well-rounded, curious people. This is a book club intended for professional development, but that is not limited to trends in customer service or experience. In fact, there’s a lot of research on the benefits of being a T-shaped employee/person, especially within industries undergoing rapid digital transformation. (The “T-shape concept” of valuing a broad, cross-functional mindset is typically attributed to McKinsey).
Q. Are you taking recommendations?
A. Absolutely. Especially because there seem to be gender, racial, and age gaps in business book authorship. We are striving to highlight diverse voices in Kustomer Book Club, and would love to receive recommendations. If you’ve got a must-read book, pretty please send it to firstname.lastname@example.org.
Jesse Feldman is the Content Marketing Manager at Kustomer.