Beyond Experience Experiments, Alec Dalton's writings include several best-selling books.
From restaurants to resorts, the hospitality industry demands strong operations management to delight guests, develop employees, and deliver financial returns. This textbook provides students and practitioners with fundamental techniques and tools to analyze and improve operational capabilities of any hospitality organization.
Edited by Alec and Drs. Peter Szende and Michelle (Myongjee) Yoo, this book spans a breadth of topics critical to today's operations leaders. Each chapter - written by leading experts - surveys key theories, frameworks, and industry examples, with additional depth achieved through engaging learning features. Uniquely, the book is set out in standalone chapters that can be digested individually or together; allowing flexibility for instructors and readers seeking to learn specific subject matter. Whether a student preparing for their career, or a professional seeking tools, readers will gain valuable knowledge from Operations Management in the Hospitality Industry. |
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In this first volume of the best-selling Customer Experience series, 22 leading CX professionals share their world-class philosophies, proven strategies, and expert insights for achieving customer success.
From the cultivation of customer-centric cultures to the curation of marketing metrics, this book covers the breadth of CX strategy. Business leaders seeking to dramatically enhance their products and services will find ample tips, techniques, and other takeaways. In Alec's section, readers will specifically learn a five-step framework for improving the quality of customer experiences. |
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Accolades
"100 Best Customer Experience Books of All Time" (BookAuthority) "Best New Customer Experience Book" (BookAuthority) #1 Hot New Release (Amazon)
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Now available digitally, this sequel to the bestseller Customer Experience presents even more perspectives from top CX professionals. Readers will explore an array of topics on the cutting-edge of CX strategy, from the role of behavioral science in experience design to best-practices for building effective CX business cases.
24 industry leaders lend their voices in Customer Experience 2, which was edited by Naeem Arif, Ian Golding, and Andrew Priestley, and which includes a forward by Greg Melia, CEO of the Customer Experience Professionals Association. Alec's contribution focuses on CX metrics and measurement. He translates Armand Feigenbaum and Joseph Juran's theories on "the cost of quality" in a manner that applies to building CX business cases. Readers will learn how to identify and balance the costs of "good quality" and "poor quality," in pursuit of optimal investments. |
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Accolades
"7 Best New Customer Experience eBooks to Read in 2021" (BookAuthority) "10 Books Every CX Leader Should Read in 2021" (Qualtrics) #1 Hot New Release (Amazon)
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As its title suggests, this primer introduces new customer experience managers to the fundamental concepts and considerations of the profession. The book provides practical guidance on how to develop and implement a successful CX strategy, including how to use systems thinking to identify and address customer-centric opportunities. Readers will learn how to develop customer journey maps, how to activate metrics to measure CX success, and how to design effective research methods and feedback systems to drive continuous improvement.
Authored by Alec's longtime collaborator Karl Sharicz, Alec shares his own perspective as the author of the book's foreward.
Authored by Alec's longtime collaborator Karl Sharicz, Alec shares his own perspective as the author of the book's foreward.
Following the acclaimed book CX-PRO: A Practical Guide for the New Customer Experience Manager, editor Karl Sharicz tapped sixteen customer experience experts to delve deeper into the intricate realm of CX management. From their respective vantage points, each unveils a rich tapestry of insights and practices, guiding readers beyond the fundamentals and into the realms of mastery within the CX discipline.
Alec's section, entitled "Quality Approaches to Customer Experience Management," uncovers the three primary objectives of quality, unravels the four key components of quality management, and introduces a matrixed approach for developing holistic quality management strategies. Readers gain not only core theories, but also practical techniques and a new tool for elevating experiences. |
AMong Medallia's "BEST CUSTOMER EXPERIENCE BOOKS TO READ IN 2025" |