In 1999, Joseph Pine and James Gilmore offered this idea to readers as a new way to think about connecting with customers and securing their loyalty. As a result, their book "The Experience Economy" is now a classic, embraced by readers and companies worldwide and read in more than a dozen languages. And though the world has changed in many ways since then, the way to a customer's heart has not.

In fact, the idea of staging experiences to leave a memorable and lucrative impression is now more...

Difficult Conversations takes you through the basics of: Crafting a clear message Identifying the other person's goals Developing and maintaining a positive mind-set Conducting a productive conversation

This book helps you understand what empathy is, why it's important, how to surmount the hurdles that make you less empathetic--and when too much empathy is just too much.

If you read nothing else on sales, read these 10 articles. We've combed through hundreds of Harvard Business Review articles and selected the most important ones to help you understand how to create the conditions for sales success. This book will inspire you to: Understand your customer's buying center Transition away from solution sales

Listening is a critical skill for leaders and managers alike, but it's not as easy as it sounds. We often get distracted by what we want to say, rather than focusing on what someone else wants us to hear. But by listening well, you can engage employees, promote the discovery of ideas, and clarify your own thinking.

If you read nothing else on leading winning teams, read this book. We've combed through hundreds of Harvard Business Review articles and selected the most important ones to help you communicate effectively, build trust, and cultivate a learning culture.