The TLC Partnership

Available on Amazon

Managing the Customer Experience – turning customers into advocates – Authors: Shaun Smith & Joe Wheeler

Some great examples and ideas about incorporating the voice of the customer into your brand strategy

Living the BRAND – Author: Nicholas Ind

Make sure you have a highlighter ready – the summaries at the end of each chapter are really helpful

Available on Amazon

Uncommon Practice- People who deliver a great brand experience – Written by Interbrand and Forum

A book to dip into. Great stories about what organisations are doing to support their brands.

Branded Customer Service – the new competitive edge – Authors: Janelle Barlow and Paul Stewart

A how to book. Lots of ideas, models and practical approaches for those serious about engaging their people to implement their brand strategy

Ultimate Question – Driving Good Profits and True Growth – Author: Fred Reicheld

You’ll need lost of Post-it notes for this book. This explains what the Net Promoter Score is and how it works – a great reference source.

Available on Amazon and on www.booktopia.com.au

Evaluating Training Programs: November 2005, Donald L. & James D. Kirkpatrick.
Donald Kirkpatrick’s four – level model for evaluating training programs has become the most widely used approach to training evaluation in the corporate, government and academic worlds. In the third edition of this classic bestseller, Kirkpatrick offers new ideas and procedures for continued quality evaluation of the four levels in today’s modern workplace.

Implementing the Four Levels: September 2007, Donald L. Kirkpatrick.
In this companion to the book “Evaluating Training Programs” Donald and James Kirkpatrick draw on their decades of collective experience to offer practical guidance for putting any or all of the Four Levels into practice. In addition, they offer a comprehensive list of the ten requirements for an effective training program and show how to decide what to evaluate, how to get managers to support the evaluation process, and how to use the Four Levels to construct a compelling chain of evidence demonstrating the contribution of training to the bottom line.

Available on Amazon and on www.booktopia.com.au

Transferring learning to behaviour: April 2005, Donald L. & James D. Kirkpatrick
Training professionals are under tremendous pressure to demonstrate the value of training to organisational executives. This book operationalises Donald Kirkpatrick’s Four Level model of training evaluation to meet that directive by comprehensively first attacking the great challenge of getting managers and employees to apply (Level 3) what they have learned (Level 2). The authors detail solutions through the use of colourful analogies and sound principles and techniques.

Training on Trial: February 2010, James D & Wendy Kayser Kirkpatrick.
In tough economic times, when the training budget is often the first to be cut, training is on trial for its very existence. Using a courtroom trial as a metaphor, Training on Trial seeks to get to the truth about why training fails and puts the business partnership model to work for real. Readers will learn how to stop viewing training as a cost centre, and bridge the gulf between what learning functions deliver and what business units need to execute their strategies. A thought-provoking read for trainers and business unit leaders alike, providing a multitude of tips and techniques that allow lessons learned to be put into action now.

How to measure training results – A practical guide to tracking the six key indicators: February 2002, Jack Phillips & Ron Stone.
This book presents practical tools for collecting and measuring six types of data critical to an overall evaluation of training. This resource includes useful reproducible tools and processes for evaluation and shows how to measure both financial and intangible/non-financial results.

 Available on Amazon

Stories Trainers Tell – 55 ready to use stories to make training stick, by Mary B. Wacker & Lori L. Silverman, published by Pfeiffer & ASTD, USA  2003
A great reference book – what isn’t covered here you may not need anyway. An A – Z of what Storytelling is about, how it works and how you can use the techniqies (with story examples and their debrief) in your work and in your organisation.

Available on Amazon

About Story Telling – A Practical Guide by Helen McKay & Berice Dudley, published by Hale & Iremonger, Sydney 1996
Written by two Australian authors this book provides ideas on how to structure and shape your stories for different audience. A useful resource with ideas and inspiration to make your Storytelling different.

Available from Amazon

Tales for Change – using storytelling to develop people and organisations by Margeret Parkin, published by Kogan Page UK 2004
One of three books great by Margaret Parkin from Kogan Page also: Tales for Coaching & Tales for Trainers.
All great resources each with 50 stories that you can use straight away.