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Experience Readers is a virtual book club for smart, curious people who want to improve customer and employee experiences. We have a live book discussion once a month by webinar and an ongoing conversation between sessions in a private LinkedIn group. The books we read cover a range of topics like culture change, leadership, customer-centricity, design, and emotion - whatever members want to learn about. The goal is for each Experience Reader to get three things from the group: 1) new ideas for how to get results in your organization, 2) a broader perspective on people and business, and 3) relationships with like-minded professionals.

April 5, 2019

12:00 pm EST

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Length: 288 pages (audio book not available)

Book #1: “Can You Hear Me? How To Connect With People In A Virtual World” by Nick Morgan

Most business interactions are virtual these days, via phone, computer, or mobile device. We think these channels are less expensive, but are they really? In this book, renowned communications expert Nick Morgan makes a compelling case for why they’re not. There’s a price for arms-length interaction that’s paid in currencies like misunderstanding, miscommunication, and mistrust.

In this session we’ll explore the implications of Nick’s research for customer and employee experience leaders and the programs we run. We’ll explore questions like:

  • Which of our pressing culture problems stem from the limits of virtual communication?

  • What can we do differently to design and deliver more effective virtual experiences?

  • How can we factor the hidden cost of virtual experience into future business cases?

The session will start with a quick summary of the book for those who need a refresher. Next, we’ll share the most interesting points and the things people are still skeptical about. We’ll discuss the implications this research has on the way people have been approaching experience management and what they might want to do differently. If you’ve used the principles from the book in your company we’ll ask you to share what you did, why, and how it worked out. We’ll also tackle any questions the book sparked in your mind. (Submit questions ahead of time on the Experience Readers LinkedIn thread or wait for the live meeting).

A recording and transcript of each session will be available a few days after and we’ll have a book-specific thread in the LinkedIn group to keep the conversation going.

May 3, 2019

12:00 pm EST

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Length: 266 pages, ~7.5 hours by audio book

Book #2: “Dying For A Paycheck” by Jeffrey Pfeffer

Everyone has stress, but for some people their jobs are slowly, silently killing them. In this book, Dr. Jeffrey Pfeffer of Stanford University puts hard data to the financial, health, and social cost of toxic management. Our discussion will focus on five of the 10 dangerous management practices in the book, the ones most likely to fall under an employee experience program. They are:

  • Unrealistic hours and job demands

  • Trouble balancing work and family

  • Having low control over your job

  • Lacking social support at work

  • Working in a (seemingly) unfair environment

Like all our sessions, we’ll start with a summary of the book, then ask you to share. What were the most interesting, maybe alarming, statistics in the book? What ah-ha moments did you have reading it? We’ll talk about how to use this research to make a stronger business case for employee experience and how the work people are already doing can help in each of these areas.

A recording and transcript of the session will be posted a few days after and we’ll have a thread in the LinkedIn group to continue the conversation offline.

June 7, 2019

12:00 pm EST


Length: 274 pages, ~6 hours by audio book

Book #3: Essentialism” by Greg McKeown

Customer experience leaders say the biggest barrier to change in their organization is the pull of competing priorities. This book is about how to solve that problem through what the author calls “the disciplined pursuit of less.” It’s an approach to prioritization that separates the “critical few” projects or tasks from the “trivial many.” The bar for what’s truly critical, McKeown argues, should be much higher than it is today.

The book is primarily about personal development, how we can work smarter with less stress. But our discussion will also cover how the ideas of Essentialistm apply in a corporate setting, with questions like:

  • What would an Essentialist budgeting process look like?

  • How do you deal with people trying to preserve their pet projects?

  • Can you keep such a narrow focus and still respond to market changes?

A recording and transcript of the session will be posted a few days after and we’ll have a thread in the LinkedIn group to continue the conversation offline.

June 26, 2019

Time TBD

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Length: 320 pages, ~8 hours by audio book

Book #4: Measure What Matters” by John Doerr

NOTE: We’re hoping to stream this session of Experience Readers live from the Customer Contact World conference in Las Vegas. If you’re going to be at CCW and want to join me in person, let me know!

It doesn’t matter what the strategy deck says about your company’s top priorities. Employees focus on what leaders measure and track most closely. What are the right metrics? How do you get them aligned across the whole organization? And how (if at all) can you stop people from trying to game the system? In this session, we’ll explore how firms like Google and Intuit answer those questions with a goal-setting and management process known as Objectives and Key Results (OKRs).

July - December 2019 - Coming Soon!

Have a book you want us to cover? Email me at megan@experienceenterprises.com. Please include the book’s title, author, and how you think it relates to the realm of experience management. Thanks in advance for contributing to the conversation!

Sign up now to hear about new books and discussions as they’re scheduled.