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Interested in further exploration of the issues covered in Best Face Forward? Assembled below by chapter are books and articles for further reading and a list of online resources organized by topic that provide even more detail on why companies should improve their interfaces with their customers. Chapter 1: Interfaces As the New Frontier of Competitive Advantage
Chapter 2: The Interface Imperative
Chapter 3: The Front-Office Revolution
Chapter 4: What People Do Best
Chapter 5: What Machines Do Best
Chapter 6: Putting the Amalgam of People and Machines to Work
Chapter 7: Managing Interface Systems
Chapter 8: The Interface Audit
Chapter 1: Interfaces as the New Frontier of Competitive Advantage - Frank Levy and Richard J. Murnane, The New Division of Labor: How Computers Are Creating the Next Job Market (Princeton, NJ: Princeton University Press, 2004)
- Bernd H. Schmitt, Customer Experience Management (Hoboken, NJ: John Wiley & Sons, 2003)
- Colin Shaw and John Ivens, Building Great Customer Experiences (New York: Palgrave Macmillan, 2002)
- Shaun Smith and Joe Wheeler, Managing the Customer Experience, 1st ed. (New York: Financial Times Prentice Hall, 2002)
- Technology Quarterly, “The Gentle Rise of the Machines,” The Economist, 13–19 March 2004, 29–30
- “Delta’s Last Stand,” Baseline Magazine, 1 April 2003
- Jon E. Hilsenrath, “Behind Surging Productivity: The Service Sector Delivers,” Wall Street Journal, 7 November 2003
- Jack E. Triplett and Barry Bosworth, “Productivity Measurement Issues in Services Industries: ‘Baumol’s Disease’ Has Been Cured,” Federal Reserve Bank of New York Economic Policy Review, September 2003
Chapter 2: The Interface Imperative - Michael J. Wolf, The Entertainment Economy: How Mega-Media Forces Are Transforming Our Lives (New York: Crown Business, 1999)
- Shoshana Zuboff and James Maxmin, The Support Economy: Why Corporations Are Failing Individuals and the Next Episode of Capitalism (New York: Viking Penguin, 2002)
- Tom Osenton, The Death of Demand: Finding Growth in a Saturated Global Economy (Upper Saddle River, NJ: Financial Times Prentice Hall, 2004)
Chapter 3: The Front-Office Revolution - James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger, The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees (New York: Free Press, 2002)
- Frederick F. Reichheld, The Loyalty Effect (Boston: Harvard Business School Press, 1996)
- Michael E. Porter, Competitive Advantage: Creating and Sustaining Superior Performance (New York: Free Press, 1998)
- Donald A. Norman, Emotional Design: Why We Love (or Hate) Everyday Things (New York: Basic Books, 2003)
- Pete Engardio, Aaron Bernstein, and Manjeet Kripalani, “The New Global Job Shift,” BusinessWeek, 3 February 2003
- Michael Hammer, “Reengineering Work: Don’t Automate, Obliterate,” Harvard Business Review, July–August 1990
- James L. Heskett et al., “Putting the Service-Profit Chain to Work,” Harvard Business Review, March–April 1994
Chapter 4: What People Do Best - Alexandra Kirkman, “Find and Teach the Best People,” Forbes Global Magazine, 28 October 2002
- Michael E. Porter, “What Is Strategy?” Harvard Business Review, November–December 1996
- Anthony J. Rucci, Steven P. Kirn, and Richard T. Quinn, “The Employee-Customer-Profit Chain at Sears,” Harvard Business Review, January–February 1998
- John Hood, “Blessings of Liberty: The Market Approach to Job Training,” Policy Review, no. 77, May–June 1996
Chapter 5: What Machines Do Best - Shoshana Zuboff, The Age of the Smart Machine (New York: BasicBooks, 1989)
- Ray Kurzweil, The Age of Spiritual Machines (New York: Penguin Group, 1999) Jef Raskin, The Humane Interface, 1st ed. (Upper Saddle River, NJ: Addison-Wesley, 2000)
- Rodney A. Brooks, Flesh and Machines: How Robots Will Change Us (New York: Pantheon Books, 2002)
- Hans P. Moravec, Mind Children: The Future of Robot and Human Intelligence (Cambridge, MA: Harvard University Press, 1994)
- Jeremy Rifkin, The End of Work: Five Years Later, paperback ed. (New York: Penguin, 2000)
- Rosalind Picard, Affective Computing (Cambridge, MA: MIT Press, 1997)
- Kortney Stringer, “How to Have a Pleasant Trip: Eliminate All Human Contact,” Wall Street Journal, 31 October 2002
- Hans P. Moravec, “Robots, After All,” Communications of the ACM, October 2003, 90–97
- Ray Kurzweil, “Deep Fritz Draws: Are Humans Getting Smarter, or Are Computers Getting Stupider?” KurtweilAI.net, 19 October 2002
- Joanna Glaner, “How Robots Will Steal Your Job,” Wired, 5 August 2003
Chapter 6: Putting the Amalgam of People and Machines to Work - Lorraine B. Diehl and Marianne Hardart, The Automat: The History, Recipes, and Allure of Horn & Hardart’s Masterpiece (New York: Clarkson Potter Publishers, 2002)
- James L. Heskett, W. Earl Sasser, Jr., Christopher W. L. Hart, Service Breakthroughs (New York: Free Press,1990)
- Eric Schlosser, Fast Food Nation: The Dark Side of the All-American Meal (New York: HarperCollins, 2002)
- Jean-Marie Dru, Beyond Disruption: Changing the Rules in the Marketplace, 1st ed. (New York: John Wiley & Sons, 2002)
- Christopher W. L. Hart, James L. Heskett, and W. Earl Sasser, Jr., “The Profitable Art of Service Recovery,” Harvard Business Review, July–August 1990
- “Generating Customer Satisfaction the First Direct Way,” Bank Marketing International, 3 September 2002
Chapter 7: Managing Interface Systems - Michelle Higgins, “Grocery Shopping Enters a New Age,” Wall Street Journal, 30 March 2004
- John Hunter, “I Want My QVC,” CEO Magazine, 1 June 2003
- Alexandra Kaptik, “Strategies for Securing a Home-Shopping Spot,” Startup Journal Case Study from Wall Street Journal online, 1 April 2003
- Sasha Issenberg, “Getting Ready for Prime Time,” Inc. Magazine, November 2003
- Ramin Ganeshram, “Executives' Guide to Call Center Excellence: Outsourcing—Making the Right Call,” CRM Magazine, February 2003
- David Myron, “Delivering on its Promise—CRM Is Turning Call Centers into Profit Centers,” CRM Magazine, April 2003
Chapter 8: The Interface Audit - Frederick F. Reichheld, “The One Number You Need to Grow,” Harvard Business Review, December 2003
Online Resources Economic Indices and Indicators Entertainment Call Centers Kiosks Retail Technology Speech Recognition Technology AI and Robotics Wireless and Handhelds Technology Managing Information Technology Interactive Marketing and Advertising Technology News User Experience
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